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Quality Manager Training Updated Dec 2014. TMK1536 1214. Agent training only. Not for sales use. Checklist. TMK1536 1214. Agent training only. Not for sales use. Checklist. Show me: Computer with Microsoft Office 2010 or 2013 Access Agent Services Access qm@libnat.com email

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Quality Manager Training Updated Dec 2014


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    quality manager training updated dec 2014

    Quality Manager Training

    Updated Dec 2014

    TMK1536 1214

    Agent training only. Not for sales use.

    checklist

    Checklist

    TMK1536 1214

    Agent training only. Not for sales use.

    checklist 1

    Checklist

    • Show me:
      • Computer with Microsoft Office 2010 or 2013
      • Access Agent Services
      • Access qm@libnat.com email
      • Access Qlikview
      • Access Portal (Set up as App Approver)
      • App Approval Packet
      • Scripts
      • Roster
    agenda

    Agenda

    TMK1536 1214

    Agent training only. Not for sales use.

    agenda 1

    Agenda

    • Introductions & Role of Quality Manager
    • Reviewing Apps in the Portal
    • Individual Applications
    • Worksite Applications
    • Worksite Case Tracking
    • Tracking Lost Business
    • Conservation Log
    • SAMs & Reports
    • Reinstatements
    • Miscellaneous
    my expectations of you take lots of notes

    My Expectations of You

    • Take lots of notes
    • Ask lots of questions (Test)
    • Leave here more confident
    • Have fun

    TMK1536 1214

    Agent training only. Not for sales use.

    the role of the quality manager

    The Role of the

    Quality Manager

    TMK1536 1214

    Agent training only. Not for sales use.

    liberty hierarchy

    Liberty Hierarchy

    • Agency Owner
    • Agency Director
    • Supervising Agents
    • Agents
    quality control manager responsibilities

    Quality Control Manager Responsibilities

    • The Quality Control Manager is responsible for
    • overall quality of business and profitability in the
    • Agency. This person reports directly to the Agency
    • Owner and is accountable for decreasing the
    • amount of business that is Declined, Cancelled, and
    • Not Taken and increasing in 13-month persistency to
    • build Agency Owner renewals.
    role of the quality manager

    Role of the Quality Manager

    • To help the Agency Owner Build Wealth
      • Front End: Prior to Upload to Home Office
      • Pending Business: Follow-up Work
      • Keeping Business on the books
    • The Best Quality Managers
      • Great communicators
      • Extra set of eyes and ears for Agency Owner
      • Business partner
    understanding quality business

    Understanding

    • Quality Business

    TMK1536 1214

    Agent training only. Not for sales use.

    how is your performance evaluated

    How is your performance evaluated?

    • Are you a good investment for the Agency Owner?
    • This is evaluated each month based on…
      • Front End: DCN
      • Pending Business: DCN and Persistency
      • Keeping Business on the books: Conservation
    goals

    Goals

    • DCN 6% or less: Agents on DCN earn maximum direct pay and 110% bonus
    • 4-Month Persistency 93% or better: Agents earn maximum direct pay and 120% bonus
    • 13-Month Persistency 75% or better: Agents maximize their income through renewals
    resources

    Resources

    • All documents, scripts, directions, reports, etc…
    • www.libertynational.com Agent Services (Use QMxxxxx to log in)
    • Quality Business Section
    individual vs worksite

    Individual vs. Worksite

    • Individual Business: Written in the home through the needs-based laptop presentation. Premiums paid through checking account
    • Worksite Business: Also known as Payroll Deduction (PD) or Section 125. Written in the workplace to employees. Premiums deducted from employees’ paycheck and sent by employer to Liberty National
    building wealth renewals

    Building Wealth = Renewals

    • Renewals are paid starting the 13th month a policy is in force.
    • They are paid every month that the customer makes their premium payment … forever!
    what is dcn

    What is DCN?

    Did we get the business to the Customer?

    what is dcn 1

    What is DCN?

    Declines (<1%): Primarily worksite.

    Never should have been uploaded to Home Office.

    Cancellations (3%): Primarily individual.

    Cancelled by customer or Home Office.

    Not-Takens (6%): Primarily worksite.

    Company never received any money.

    Company DCN 10% as of November 2014

    agents direct pay and bonus is impacted

    Agents Direct Pay and Bonus is impacted by

    DCN

    their first 7 months

    TMK1536 1214

    Agent training only. Not for sales use.

    agents receive maximum direct

    Agents receive maximum direct pay and 100% of bonus first two months.

    TMK1536 1214

    Agent training only. Not for sales use.

    how is dcn calculated
    How is DCN calculated?

    Declined Premium

    Submitted Premium

    Cancelled Premium

    Not Taken Premium

    example of 6 dcn
    Example of 6% DCN

    $0 Declines

    $10,000 Submitted Premium

    $200 Cancels

    $400 Not Takens

    slide23
    So, if I have a $1,000 policy Declined, Cancelled or Not Taken, how much clean business do I have to write to get all my bonus?
    10 000
    $10,000

    $10,000 Submitted Premium

    $1,000 DCN

    example calculating individual dcn
    Example: Calculating Individual DCN

    $4,000

    $4,000

    $4,000

    Reports Published

    3

    2

    1

    Submitted Business

    Submitted Business

    $100

    $350

    $350

    $200

    4

    3

    2

    1

    Declined, Cancelled, Not Taken Premium

    DECLINES, CANCELLATIONS, NOT TAKENS

    DCN

    Calculated

    example calculating payroll deduction dcn
    Example: Calculating Payroll Deduction DCN

    $4,000

    $4,000

    $4,000

    Reports Published

    3

    2

    1

    Submitted Business

    Submitted Business

    $0

    $0

    $400

    $0

    $0

    $600

    4

    3

    2

    1

    6

    5

    Declined, Cancelled, Not Taken Premium

    DECLINES, CANCELLATIONS, NOT TAKENS

    DCN

    Calculated

    what is 4 month persistency

    What is 4-month Persistency?

    Got the business to the Customer, do they keep it?

    agents direct pay and bonus is impacted 1

    Agents Direct Pay and Bonus is impacted by Persistency

    Months 8 and beyond

    TMK1536 1214

    Agent training only. Not for sales use.

    example of 93 4 month persistency
    Example of 93% 4-Month Persistency

    $10,000 Issued

    Premium

    $9,300 Paid 4 Months

    8 800
    $8,800

    $8,800 Issued Premium

    $1,000 Lapse

    example calculating persistency
    Example: Calculating Persistency

    $5,000

    $5,000

    $5,000

    Issued Business

    3

    2

    1

    Reports Published

    Submitted Business

    $12,000

    Paid 4 months or greater

    Persistency

    Calculated

    new dcn and persistency reports are published

    New DCN and Persistency Reports are published on the 25th of each month.

    TMK1536 1214

    Agent training only. Not for sales use.

    what is 13 month persistency

    What is 13-month Persistency?

    How much of my hard work, effort, and energy is paying me a renewal?

    13 th month persistency is the most important

    13th Month Persistency is the most important measure of quality in regards to wealth building

    TMK1536 1214

    Agent training only. Not for sales use.

    example calculating 13 month persistency

    Example: Calculating 13-month persistency

    $3300

    $3300

    $3300

    $7,500

    Paid 13 months

    Issued Business

    example of 75 13 month persistency
    Example of 75% 13-Month Persistency

    $10,000 Issued

    Premium

    $7,500 Paid 13 Months

    why all this focus on quality

    Why all this focus on quality?

    • Policy must be in force 18-24 months before Liberty makes a profit
    • Whole Life Policy
      • 60% Agent Commission of Annual Premium
      • 10% Supervising Agent Commission of AP
      • 35% Agency Director Commission of AP
      • 25% Agency Owner Commission of AP
      • 130% of First-Year Premium
      • Plus Home Office expense for marketing, underwriting, printing, mailing policy, etc.
    how do i check my dcn and persistency

    How do I check my DCN and Persistency?

    Agent Services on

    www.libertynational.com

    Click on ‘Reports’

    how does quality impact pay retention 1

    How does Quality impact pay & retention?

    • 1. Chargebacks
    • 2. Direct Pay submit advance commissions
    how does quality impact pay retention 2

    How does Quality impact pay & retention?

    • 1. Chargebacks
    • 2. Direct Pay submit advance commissions
    agency owner director example

    Agency Owner/Director example

    • 6 agents on team
    • 4 agents on DCN, 2 on Persistency
    • Agent 1: DCN 10 (Maximum direct pay)
    • Agent 2: DCN 18 (Direct Pay reduced 10%)
    • Agent 3: DCN 22 (Direct Pay reduced 30%)
    • Agent 4: DCN 31 (No direct pay)
    • Agent 5: Persistency 79 (Direct pay reduced 10%)
    • Agent 6: Persistency 72 (No direct pay)
    • * Best case scenario: Assumes agent has positive commission account.
    how does quality impact pay retention 3

    How does Quality impact pay & retention?

    • 1. Chargebacks
    • 2. Direct Pay submit advance commissions
    • 3. DCN: Bonus multiplier or reduction first 7 months
    how does quality impact pay retention 4

    How does Quality impact pay & retention?

    • 1. Chargebacks
    • 2. Direct Pay submit advance commissions
    • 3. DCN: Bonus multiplier or reduction first 7 months
    how does quality impact pay retention 5

    How does Quality impact pay & retention?

    • 1. Chargebacks
    • 2. Direct Pay submit advance commissions
    • 3. Persistency Bonus multiplier or reduction month 8+
    how does quality impact pay retention 6

    How does Quality impact pay & retention?

    • 1. Chargebacks
    • 2. Direct Pay submit advance commissions
    • 3. Persistency Bonus multiplier or reduction month 8+
    how does quality impact pay retention 7

    How does Quality impact pay & retention?

    • Last but certainly not least…

    Renewals Renewals Renewals Renewals Renewals

    Renewals Renewals Renewals Renewals Renewals

    Renewals Renewals Renewals Renewals Renewals

    Renewals Renewals Renewals Renewals Renewals

    Renewals Renewals Renewals Renewals Renewals

    Renewals Renewals Renewals Renewals Renewals

    Renewals Renewals Renewals Renewals Renewals

    Renewals Renewals Renewals Renewals Renewals

    RenewalsRenewalsRenewalsRenewalsRenewalsRenewals RenewalsRenewalsRenewalsRenewals

    so how does that translate to dollars

    So how does that

    translate to dollars?

    TMK1536 1214

    Agent training only. Not for sales use.

    what does an 8 vs 18 dcn mean to an agent

    What does an

    8% vs. 18% DCN mean to an Agent in his first seven months with a $1,425 per week average?

    TMK1536 1214

    Agent training only. Not for sales use.

    take home pay 8 dcn agent takes home 8 400 more

    Take Home Pay

    8 DCN Agent takes home $8,400 more

    TMK1536 1214

    Agent training only. Not for sales use.

    ii reviewing applications in the portal

    II. Reviewing Applications

    in the Portal

    TMK1536 1214

    Agent training only. Not for sales use.

    when and where do i review apps

    When and where do I review apps?

    • Every day. First thing when you come in and last thing before you leave. Don’t let it stack up on you.
    • Advantage of Daily Upload:
      • App doesn’t effect Agency DCN if not paid on it and doesn’t count toward bonus
      • Opportunity to make bonus if app changed to trial or cancelled
    • It’s the World Wide Web. You can access from anywhere you have an Internet connection
    • Find a quiet place where you are uninterrupted
    • You call for others, they do not come to you
    application review deadlines

    Application Review Deadlines

    • Eapps must be in portal by midnight Sunday to be reviewed on Monday
    • Eapps signed by customer on Monday must be in the portal by noon Central to be reviewed on Monday
    • Paper apps/CODs/Term Conversions, etc., must be turned in to QM by 9 a.m. Central to be reviewed on Monday
    application review process

    Application Review Process

    • Application Written by Agent (7 days to upload)
    • Agent uploads App to Portal
      • Weekly deadline Monday 3:30 p.m. Central
      • 10 days to upload
      • Once an application is uploaded, it cannot be recalled
      • QM should only hold apps:
        • Applicant requests specific draft date
        • Worksite case awaiting third applicant
    a 250 vs batch applications

    A-250 vs. Batch Applications

    • The A-250 application is the individual life insurance application (the one with 32 questions). When submitted to the Home Office, they go to an underwriter for review prior to issue.
    • All other applications are considered Batch applications. When submitted to the Home Office, they go through a computer and issue the following day.
    using the portal

    Using the Portal

    • Use Google Chrome browser to access the portal
    • Access the Portal by clicking the icon on Agent Services
    using the portal 1

    Using the Portal

    • Once logged in, look at the Submitted Applications box, which shows the Pending Annual Premium ($7,579 in this example) and number of Pending Applications (45 in this example)
    portal columns

    Portal Columns

    • Click on the column headers to sort by that column
    • If it’s an individual policy, there will be no Franchise #
    • Date Signed = When customers signed up
    • Date Uploaded = When agent uploaded to portal
    • Agents should upload daily
    portal columns 1

    Portal Columns

    • Annual premium is the amount of premium the insured will pay each year for that policy
    • Payment mode will have PD if Payroll Deduction
    • Trial will have Torch symbol if it is a trial app
    review process step 1

    Review Process: Step 1

    • Upload all the ADPs
    • ADP = $3,000 Accidental Death Policy
    • DC = Discount Card
    • ADPs and DCs show an Annual Premium of $0
    review process step 2

    Review Process: Step 2

    • Click on Related App shows all applications submitted on a single payor
    related apps

    Related Apps

    • Shows total amount of coverage purchased
    • Sheds light on total premium sold in the sale
    • Need to know this for bank verification
    • Don’t upload all apps from a family until all questions are answered. Many times, if one app is declined or cancelled the insured will cancel applications
    review process step 3

    Review Process: Step 3

    • View the image of the application by click on the Actions column
    • Once an application has been viewed, it will show as a check mark
    • If it has not been viewed, it will show as the application icon
    reviewing applications

    Reviewing Applications

    • Recommend sorting applications by the Franchise # column so that you can review the Bank Draft policies first
    • Bank draft policies take longer to review, requiring more time to:
      • Verify bank information
      • Contact managers or customers to verify information on the app
      • You can get your calls out and be waiting for responses while you move on to your PD apps
    reviewing individual applications

    Reviewing Individual Applications

    • Application review doesn’t begin until the following have been submitted:
      • What Comes Next Form
      • Summary Sheet
      • Voided Check
      • Oral Swab form or bar code sticker
    • Once all materials received, verify bank information. If the bank info is bad or funds are not available, no sense spending time reviewing the app
    reviewing individual applications 1

    Reviewing Individual Applications

    • Conduct Agency QAC using script on Agent Services
    • Recommend QAC for:
      • Medically questionable applications
      • Agents in first 90 days
      • Agents with below average DCN or Persistency
      • Large face amounts/large premiums
      • Group Term apps with ‘Yes’ answer on No. 9
    • QM communicates down chain of command to ADs only and gets answers before moving forward
    • App approved/cancelled/changed to trial
    review payroll deduction applications

    Review Payroll Deduction Applications

    • Check roster to make sure employee is eligible
      • Employee must be employed six months or one year by end of enrollment period
    • Re-enrollments: Use Worksite Management Information Report (AL915) to prevent duplicate coverage (Cancer Care/Endurance, Accident Protector Max) and exceeding coverage limits (Group Term, Career Life Plus, Cash Caner)
    • On Applications, focus on:
      • Question No. 9 on Group Term
      • Medicaid Question
    updating information

    Updating Information

    • Information on the application cannot be updated
    • Email Customer Service custserv@libnat.com if you gather information during the app review process that would be good for the Underwriting Department to know
    • If the Agent entered notes on the application, there will be a notepad icon in the Agent Notes column
    updating information 1

    Updating Information

    • If during the bank verification process, it is discovered that the bank account information (routing or account number) is in accurate, it can be updated by clicking the plus symbol
    trial applications

    Trial Applications

    QM changes app to Trial by clicking the button in the portal

    Customer receives a letter notifying them app was changed to Trial

    Starting Out: Always check with Agency Owner before Trialing an App

    cancelling applications

    Cancelling Applications

    • Apps should be cancelled when the applicant has an uninsurable condition, Agent can’t be reached, customer calls in to cancel, duplicate applications
    • QMs cancel by clicking the Cancel Application button. QM will have to provide a reason for cancel
    • Customer will receive a letter
    • Starting Out: Always check with Agency Owner before cancelling an App
    approving applications

    Approving Applications

    • Apps can be approved in two ways
    • Click the plus symbol next to the Writing Agent’s name
    • When the box expands, click ‘Approve Application’
    approving applications 1

    Approving Applications

    • Apps can be approved in two ways
    • The second way, is to select multiple applications, and choose ‘Approve Applications’ from the dropdown menu
    • If the Agent has been contracted less than 90 days or whose DCN or Persistency are worse than the company average, their apps must be approved one at a time
    approving applications 2

    Approving Applications

    • If the Agent has been contracted less than 90 days or whose DCN or Persistency are worse than the company average, you will see this message
    iii individual applications

    III. Individual

    Applications

    TMK1536 1214

    Agent training only. Not for sales use.

    where can i find this information

    Where can I find this information?

    Individual underwriting rules found in the Agent Instruction Guide on Agent Services:

    reviewing individual applications 2

    Reviewing Individual Applications

    • Application review doesn’t being until the following have been submitted:
      • What Comes Next Form
      • Summary Sheet
      • Voided Check
      • Oral Swab
    • Once all materials received, verify bank information. If the bank info is bad or funds are not available, no sense spending time reviewing the app
    qm s best line i m sorry to hear that let me know

    QM’s Best Line: “I’m sorry to hear that. Let me know when you get it and I’ll be glad to review your app.”

    TMK1536 1214

    Agent training only. Not for sales use.

    reviewing individual applications 3

    Reviewing Individual Applications

    • Conduct Agency QAC using script on Agent Services
    • Recommend QAC for:
      • Medically questionable applications
      • Agents in first 90 days
      • Agents with below average DCN or Persistency
      • Large face amounts/large premiums
      • Group Term apps with ‘Yes’ answer on No. 9
    • QM communicates down chain of command to ADs only and gets answers before moving forward
    • App approved/cancelled/changed to trial
    what comes next form

    What Comes Next? Form

    TMK1536 1214

    Agent training only. Not for sales use.

    top reasons for cancels

    Top Reasons for Cancels

    Cancellations (2%)

    Outdated COD

    Non-Sufficient Funds (NSFs)/Bad Bank Information

    Requested by customer (QAC)

    QAC not completed

    Additional underwriting call, exam not complete

    Oral swab not complete

    Medical records not received

    what comes next form 1

    What Comes Next Form

    • Completed on every individual sale
    • Top copy goes to customer, pink copy to Quality Manager
    • Must be received by quality manager for application to be uploaded to home office
    summary sheet

    Summary Sheet

    TMK1536 1214

    Agent training only. Not for sales use.

    summary sheet 1

    Summary Sheet

    • Completed on every individual sale
    • Top copy goes to customer, pink copy to Quality Manager
    • Must be received by quality manager for application to be uploaded to home office
    oral swab form

    Oral Swab Form

    • Barcode should have been entered in the e-app
    • No Oral Swab bar code?
      • Do not upload app from portal until received
    • No Oral Swab box?
      • Do not upload app from portal until received
    • Best practice:
      • Swab must be present for app to leave portal
      • All swabs mailed from Agency Office
      • Use FedEx not US Postal
    app review packet

    App Review Packet

    TMK1536 1214

    Agent training only. Not for sales use.

    what s in my app review packet

    What’s in my App Review Packet

    • All items found in the Agents Instruction Guide
      • Underwriting chart (A-4)
      • Build Chart (A-12)
      • Medical History Guide (A-28 through A-35)
    • Plan Code Cheat Sheet
    build charts

    Build Charts

    If the proposed insured does not fall within the standard weight limits shown on the chart, the proposed insured will be rated. (Charts CI/GTL/CLP).

    medical history guide

    Medical History Guide

    Lists conditions and “general” guidelines

    medical history guide 1

    Medical History Guide

    • So let’s do a couple examples:
    • What is the “general” outcome for an applicant with…
    • Blood pressure problems
    • Cancer
    • Multiple DUIs
    automatic decline conditions

    Automatic Decline Conditions

    • Applicants with the following conditions will be automatically declined:
    • Terminal Illness
    • Lou Gehrig’s Disease or Amyotrophic Lateral Sclerosis (ALS)
    • HIV / AIDS or Positive Test to Antibodies for AIDS virus
    • Alzheimer’s Disease or Senile Dementia
    • Confined to a hospital or nursing facility
    • Use of illegal drugs (except marijuana) within a two-year period
    • Confined to jail
    alx only

    ALX Only

    • Do not submit an application for standard issue for the following conditions.
    • An ALX will be considered if the underwriters determine the proposed insured is eligible for coverage.
    • Heart / Circulatory / Blood Disorders
    • Diabetes and Related Disorders
    • Cancers
    • Misc. Medical Disorders
    • Disability
    world s worst app

    World’s Worst App

    TMK1536 1214

    Agent training only. Not for sales use.

    key areas to review on a 250

    Key Areas To Review on A-250

    • 1. Same last name as Agent: Personal Business
    • In the E-app, the question reads:
    • So who is immediate family?
    • Agent, Spouse, Mother, Father, Brother, Sister, Children, or Grandchildren
    • Agents may submit an app on immediate family
    • members provided an e-mail is sent in advance to
    • personalbusiness@libnat.com
    key areas to review on a 250 1

    Key Areas To Review on A-250

    • Age: Older, more likely to have health problems
    • Birthplace: Non-citizen requires extra paperwork
    • Height/Weight: Check Build Chart for rating
      • What is the rating for 5-10, 295?
    key areas to review on a 250 2

    Key Areas To Review on A-250

    • 2. Drivers License: Why not have one? Not ID?
    key areas to review on a 250 3

    Key Areas To Review on A-250

    • 4. Employer: If no job, how going to pay?
    • 5. Occupation: Does a Janitor need $1 million
    • 8. Beneficiary: Do they have insurable interest?
    • 12. Base Plan: Standard or ALX? Face amount? Trial?
    • 13. Amount Paid: $$$$
    • 14. Riders: Who else on the app?
      • ADB = Accidental Death Benefit
      • PW = Premium Waiver
    key areas to review on a 250 4

    Key Areas To Review on A-250

    • Health Questions
    • Looking for ‘Yes’ answers and notes detailing why the question was answered ‘Yes’. This is where we evaluate if an app should be cancelled or changed to Trial
    • Expectation is that every ‘Yes’ answer has more detail listed in the Notes Section
    key areas to review on a 250 page 2

    Key Areas To Review on A-250 (Page 2)

    • Who signed the app?
    • Difference between Proposed Insured and Applicant
    • This impacts Agent’s Statement
    • Good phone number for QAC call
    key areas to review on a 250 bank info

    Key Areas To Review on A-250 (Bank Info)

    • Authorization for Preauthorized Payments
      • Bubble Sheet
      • Bank Draft Form R-3616
    • Ever heard of the bank?
    • Routing Number Legit?
    • Account number more than 12 digits?
    • Requested draft date between 1st and 10th
    initial draft

    Initial Draft

    Initial Bank Draft happens first business day after upload to home office.

    That’s why the language in the What Comes Next form say the draft will occur in the “next couple of days” because agents don’t know when the app will leave the portal. And depending on when it is uploaded and what bank it’s being drafted from, it may take an additional day.

    draft dates choose one between 1 st 10th

    Draft Dates: Choose one between 1st – 10th

    The date selected in the eapp is for the second and subsequent drafts.

    What day of the month do most people get paid?

    Only offer a date between the 1st and the 10th. The customer never has to worry about getting drafted twice in the same month.

    for the love of pete get a voided check

    For the love of Pete … get a voided check

    • Get the check
    • No check, get bank statement
    • No statement, look online with customer
    • No online bank, call the bank with customer to verify
    giact com

    GIACT.COM

    • Giact.com should be used for Banks that will not verify if an account is valid
    • Costs $.27 per verification
    giact com 1

    GIACT.COM

    • Codes that should be uploaded:
      • 1111 Pass AV
      • 3333 Pass NPP
      • 4444 Pass NRA
      • ND00 No Data
      • All other codes: DON’T upload the application
    we don t accept

    We Don’t Accept

    • Debit cards
    • Credit cards
    • Savings accounts
    • Prepaid cards such as Metabank, Green Dot (MoneyPak), NetSpend (14 or 16 digit account numbers), Chase Liquid, Amex Bluebird
    • Don’t take plastic
    • Don’t use Interim Term Rider
    don t forget

    Don’t Forget

    • Bank verification should be done on…
      • CODs involving a redraft
      • OPAIs
      • Term conversions (customers should also be called to verify they understand changes)
    key areas to review on a 250 notes

    Key Areas To Review on A-250 (Notes)

    • Notes should be specific and detailed (dates, frequency, treatments, dosage, last reading, etc.)
    medications conditions

    Medications/Conditions

    • Never heard of a medication … Google it!
    trialing cancelling applications

    Trialing/Cancelling Applications

    TMK1536 1214

    Agent training only. Not for sales use.

    trial applications 1

    Trial Applications

    • When applicants are medically questionable
    • When the applicant will be rated for build
    • When applicant will have to undergo exam
    • When adult applicant has a non-spouse payor
    • Non-citizen, guardian, power of attorney
    trial applications 2

    Trial Applications

    • Only A-250s can be changed to trial
    • Agents can submit on trial by click the box in the eapp
    • Trial applications do not
    • pay commission until
    • policy issues
    • If customer doesn’t take policy, does not negatively impact DCN or Persistency
    • Starting Out: Always check with Agency Owner before changing App to Trial
    trial applications 3

    Trial Applications

    QM changes app to Trial by clicking the button in the portal

    Customer receives a letter notifying them app was changed to Trial

    Starting Out: Always check with Agency Owner before Trialing an App

    cancelling applications 1

    Cancelling Applications

    • Apps should be cancelled when the applicant has an uninsurable condition, Agent can’t be reached, customer calls in to cancel, duplicate applications
    • QMs cancel by clicking the Cancel Application button. QM will have to provide a reason for cancel
    • Customer will receive a letter
    • Starting Out: Always check with Agency Owner before cancelling an App
    agency qac script

    Agency QAC Script

    TMK1536 1214

    Agent training only. Not for sales use.

    reviewing individual applications 4

    Reviewing Individual Applications

    • Conduct Agency QAC using script on Agent Services
    • Recommend QAC for:
      • Medically questionable applications
      • Agents in first 90 days
      • Agents with below average DCN or Persistency
      • Large face amounts/large premiums
      • Group Term apps with ‘Yes’ answer on No. 9
    • QM communicates down chain of command to ADs only and gets answers before moving forward
    • App approved/cancelled/changed to trial
    pending business script bank verification

    Pending Business Script: Bank Verification

    TMK1536 1214

    Agent training only. Not for sales use.

    bank tracker

    Bank Tracker

    TMK1536 1214

    Agent training only. Not for sales use.

    purpose of the bank tracker

    Purpose of the Bank Tracker

    • Keep all bank info at your fingertips for faster bank verification
    • Track all routing numbers and account number length
    • Easy to identify new “banks”
    • Add your comments
    • Save on your desktop
    oral swab not complete

    Oral Swab Not Complete

    TMK1536 1214

    Agent training only. Not for sales use.

    oral swab

    Oral Swab

    No Oral Swab = No Upload

    No excuse for not getting an Oral Swab.

    Do not upload an application without the code on the application:

    pending business script qac call not complete

    Pending Business Script: QAC Call Not Complete

    TMK1536 1214

    Agent training only. Not for sales use.

    what is qac call

    What is QAC Call?

    • Quality Assurance Call. RIP same thing
    • Made from the Home Office to verify the information collected by the Agent is accurate before the company issues a policy
    • Company calls three times a day, six days a week for 21 days before App is cancelled
    • After 7 days, we send a letter to applicant
    • If phone number is bad, QAC notifies Agency Owner
    customer cancels on qac

    Customer Cancels on QAC

    • Agency is notified and has three business days to respond before the app is cancelled
    top reasons for cancels on qac

    Top Reasons for Cancels on QAC

    • Financial
    • No longer interested
    • Went with competitor
    • Already has coverage
    • Upset with bank draft
    medical records not received

    Medical Records

    Not Received

    TMK1536 1214

    Agent training only. Not for sales use.

    when are medical records ordered

    When are medical records ordered?

    • Factors include:
      • Age
      • Face amount of the policy
      • Medical conditions
      • Treatment
    medical records ai records

    Medical Records: AI Records

    • Medical records may take a while to obtain
    • For status https://prodwebapps.ailife.com/apsweb/login.aspx
    • Username: airecords
    • Password: agents1
    • Click: Case Search
    medical records ai records 1

    Medical Records: AI Records

    • Enter the policy number, starting with A in the policy number field
    • Click search
    • Click on ‘Select’
    medical records

    Medical Records

    • When all else fails, get the customer to call the doctor
    paper applications

    Paper Applications

    TMK1536 1214

    Agent training only. Not for sales use.

    paper applications 1

    Paper Applications

    • Must be received in Home Office by 10 a.m. Monday to be processed with that week’s submit
    • Can only be used in states where the product is not available on e-app
    • Call customers on Term Conversions, make sure they understand what happened and the increase in premium
    • Conduct Bank Verification on CODs and OPAIs like you would a new app
    iv reviewing worksite applications

    IV. Reviewing Worksite Applications

    TMK1536 1214

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    worksite applications

    Worksite Applications

    • Simpler Apps than the A-250
    • No bank verification, premiums from paychecks
    • No Oral Swabs
    • Apps cannot be changed to Trial
    • Two biggest challenges:
      • Ineligible employees (roster)
      • Re-enrollments: Duplicate coverage or exceeds limits
    worksite application review process

    Worksite Application Review Process

    • Must have 3 EMPLOYEES purchase
    • Check roster to make sure employee is eligible
    • Re-enrollments: Use Worksite Management Information Report (AL915) to prevent duplicate coverage and exceeding coverage limits
    • Question No. 9 on Group Term
    • Medicaid Question
    how to read the roster

    How to Read the Roster….

    If the enrollment period ends in July 2013, which employees would not be eligible?

    worksite management information report

    Worksite Management Information Report

    Report AL915: Updates Saturdays

    where do i find this info

    Where do I find this info?

    • Where do I find out about policy limits and other rules?
    • Click on Products
    • Select your state
    marketplace bulletins

    Marketplace Bulletins

    • Look in the Benefit Overview section of the Marketplace Bulletin
    • Plans that most often exceed coverage limits:
      • Group Term:
        • $150,000 employee issue age 40 and under.
        • $100,000 employee issue age 41-55
        • $50,000 56 and over, and dependents.
      • Career Life Plus: $50,000 maximum
      • Cash Cancer: $50,000 maximum
    duplicate coverage

    Duplicate Coverage

    • Plans most likely to duplicate coverage Cancer Care/Endurance (5K) and Accident Protector Max (HA)
    collecting phone numbers on the eapp

    Collecting phone numbers on the eapp…

    • Only reason we would call a Worksite customer is if they have left their job. So why would we only collect an office number?
    group term no 9

    Group Term No. 9

    • Only question on Group Term that can be answered ‘yes’ and be issued standard
    • Can only be ‘yes’ for high blood pressure
    • HBP must be controlled (140/90)
    e app

    E-app

    • On Batch apps, the e-app will not allow the application to be completed if the height and weight limits are exceeded
    e app 1

    E-app

    • On Batch apps, if the applicant answers a question ‘Yes’ that would cause it to be declined, the agent receives this message and is not allowed to complete the app
    e app 2

    E-app

    • On Batch apps, if an applicant answers ‘Yes’ to the Medicaid question, the box below will appear.
    medicare

    Medicare

    • On Batch apps, if the applicant answers ‘Yes’ to the Medicare question, the box below appears and the app cannot be completed.
    vi worksite case tracking

    VI. Worksite Case Tracking

    TMK1536 1214

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    individual vs worksite 1

    Individual vs. Worksite

    • Individual Business (Bank Draft): Written in the home through the needs-based laptop presentation. Premiums paid through checking account
    • Worksite Business: Also known as Payroll Deduction (PD) or Section 125. Written in the workplace to employees. Premiums deducted from employees’ paycheck and sent by employer to Liberty National
    where can i find this information 1

    Where can I find this information?

    Individual underwriting rules found in the Worksite Agent Guide on Agent Services:

    enrollments and re enrollments

    Enrollments and Re-enrollments

    • Worksite cases have an initial enrollment period often called the Annual Enrollment
    • The second and subsequent enrollments are called re-enrollments. They can happen every six months. They are often called mid-year enrollments
    worksite approval paperwork

    Worksite Approval Paperwork

    TMK1536 1214

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    worksite process

    Worksite Process

    • Agent secures agreement with business owner to allow Liberty to offer benefits to his employees
    use the electronic packet

    Use the Electronic Packet

    • Value of Electronic Packets
      • No omissions
      • Completes duplicate info
      • Sets correct enrollment, deduction, and effective dates
      • Gives reminder to get roster
    worksite approval paperwork 1

    Worksite Approval Paperwork

    • Agent turns in Approval Paperwork to Quality Manager with signed roster (hard copy or email)
    • Quality Manager reviews paperwork and corrects any missing/inaccurate information
    • Quality Manager gets the paperwork signed by Agency Owner
    • Quality Manager emails signed paperwork to worksite@libnat.com
    • Agency Owner and Quality Manager receive approval email from Worksite Department
    so what is the qm reviewing

    So what is the QM reviewing?

    • Must have signed roster
    • Must have good contact information, preferably multiple contacts and email addresses
    • Payment mode
    • Verify enrollment dates, deduction date, and effective dates are correct. Electronic packets do this automatically
    reviewing the packet 1

    Reviewing the Packet

    • Number of eligible employees. Must be at least three. The smaller the case, the more diligent QM has to be getting first bill paid.
    • The more contact info, the better. Owner is not always best person to verify roster.
    reviewing the packet 2

    Reviewing the Packet

    • 4. Any mode selected other than Monthly requires a conversation with the Agent/Manager
    • 8. Make sure dates are correct on paper packets
    understanding billing payment frequency

    Understanding Billing Payment Frequency

    TMK1536 1214

    Agent training only. Not for sales use.

    payment modes

    Payment Modes

    • The selections made on the Worksite Approval Paperwork are critical
    • They determine the rates the employees will be quoted, based on their deduction type
    • And they determine how much premium and how often the company will be billed
    payment modes 2

    Payment Modes

    • We always want the employer to pay their bill monthly. Why?
      • Most other bills (rent, electric) are paid monthly
      • Fewest number of times they have to pay
      • Any other payment mode, they will not receive a late bill
      • Reporting easier to inspect
    monthly bill

    Monthly Bill

    • Bookkeeper should pay the amount on the bill
      • Every 13 weeks the deductions and billing will balance out to $0
    monthly bill 1

    Monthly Bill

    • Bookkeeper should pay the amount on the bill
    • The amount deducted may not match the bill
      • Every 13 weeks the deductions and billing will balance out to $0
    monthly bill 130 weekly deduct 30

    Monthly Bill = $130 Weekly Deduct = $30

    Premiums Deducted

    From Employees Paycheck

    Premiums Deducted

    From Employees Paycheck

    Premiums Deducted

    From Employees Paycheck

    Wk 1 $30

    Wk 1 $30

    Wk 2 $30

    Wk 2 $30

    Wk 3 $30

    Wk 3 $30

    Wk 1 $30

    Wk 4 $30

    Wk 4 $30

    Wk 2 $30

    Wk 3 $30

    Wk 4 $30

    Wk 5 $30

    Deducted $120

    Deducted $120

    Deducted $150

    Billed $130

    Billed $130

    Billed $130

    Total Deducted $390

    Total Billed $390

    4 week bill

    4-Week Bill

    • Some government entities/non-profits will request a 4-week bill
    • 4-week bills are easy because you pay what you deduct
    • Bookkeepers mistakenly believe that because she has paid all 12 months, she has paid all her bills
    • 4-Week Billings will receive 13 bills per year, not 12
    • There are 52 weeks in a year, not 48
    • If bookkeeper pays 12 times a year on a 4-week bill, they will be one month behind after one year and two months behind after two years, then lapse
    bi weekly vs semi monthly

    Bi-weekly vs. Semi-monthly

    • There are 52 weeks in a year
    • Bi-weekly pay mode means 26 payments. They should be set up on Monthly bill to reduce number of payments
    • Semi-monthly pay mode means 24 payments. They should be set up on Monthly bill to reduce number of payments
    • Some companies pay their employees bi-weekly (26 times a year) but on two paychecks a year, they don’t take any deductions, meaning they should be on a semi-monthly bill (24 times a year)
    worksite case approval email

    Worksite Case Approval Email

    • Gives the Franchise Number
    • Sets the employment rule length (6 months or 1-year)
    worksite case unable to contact

    Worksite Case Unable to Contact

    • Agency Owner receives email when unable to complete verification call
    organizing your drawer

    Organizing Your Drawer

    • Folders for:
      • What Comes Next Forms
      • Pending Worksite Approvals
      • 5 folders for CODs
      • 12 folders for approved worksite cases
    new worksite case tracking

    New Worksite

    Case Tracking

    TMK1536 1214

    Agent training only. Not for sales use.

    three periods of worksite

    Three Periods of Worksite

    • Enrollment Period: Always ends on last day of month
    • Deduction Period: Always one month long
    • Effective Period: Always the first of the month
    new worksite case tracker

    New Worksite Case Tracker

    • On Worksite Cases, if it starts good, it stays good. If it starts bad it stays bad
    • QM’s are responsible for making sure the first bill gets paid
    • We do that by verifying three critical points:
      • Payroll Deduction Authorizations delivered to BK
      • Deductions Started
      • First Bill Received
    the three periods of worksite

    The Three Periods of Worksite

    1

    $40

    1

    16

    30

    22

    2-3

    10-11

    10

    19

    30

    Premiums Deducted

    From Employee Paycheck

    Enrollment

    Conducted

    Late

    E-Mail

    From HO

    Not

    Taken

    Status

    ------------

    Letters

    Mailed

    Luke

    Involved

    Bill

    Due

    Bills Mailedor E-mailed

    $10

    5

    $10

    12

    $10

    19

    $10

    26

    Verify

    Deductions

    Started

    Verify PD

    Authorizations

    Delivered

    Verify

    Bill

    Received

    Commission

    Chargeback

    1

    2

    3

    the no 1 reason

    The No. 1 Reason

    • Worksite cases blow up is because authorizations are not delivered on time and deductions never start or start late
    creating new case tracker

    Creating New

    Case Tracker

    TMK1536 1214

    Agent training only. Not for sales use.

    new worksite case tracker 1

    New Worksite Case Tracker

    • Report PD01 Franchise Initial Premium Unpaid
    • Updates Daily
    • Cases stay on this report until first payment is applied or it becomes 60 days past due and becomes a not taken
    new worksite case scripts

    New Worksite

    Case Scripts

    TMK1536 1214

    Agent training only. Not for sales use.

    new worksite case verification calls

    New Worksite Case Verification Calls

    • On Worksite Cases, if it starts good, it stays good. If it starts bad it stays bad
    • QM’s are responsible for making sure the first bill gets paid
    • We do that by verifying three critical points:
      • Payroll Deduction Authorizations delivered
      • Deductions Started
      • First Bill Received
    what happens every week

    What happens every week?

    • Last week of September
      • Were authorizations for September enrollments and re-enrollments turned in to bookkeeper?
    • First week of October
      • Did deductions start for September enrollments?
    • Second week of October
      • Did August enrollments receive first bill?
    • Third week of October
      • Are all cases paid for October?
    email from home office

    Email From Home Office

    • Sent on 16th of month
    red alert

    Red Alert

    • PD01001: Franchise Initial Premium Unpaid (Daily)
    the worksite timeline

    The Worksite Timeline

    49 days late

    Policies lapse, agents and managers charged back commission, polices show as lapsed in transaction register

    60 days late

    Letter generated from the Home Office to all policyholders and Employer

    Policies become Not Takens against the DCN of everyone paid on the case

    the worksite timeline 1

    The Worksite Timeline

    After 60 Days

    Case must go through reinstatement process requiring all back premiums and letter from business stating premiums have been continuously deducted, no claims have been filed, and the employer understands Liberty will not reinstate their policies if this happens again.

    worksite reinstatement requirements 1

    Worksite Reinstatement Requirements

    If a case is reinstated, no new business can be written at the next enrollment period

    tracking existing cases

    Tracking Existing Cases

    TMK1536 1214

    Agent training only. Not for sales use.

    why track existing cases

    Why track existing cases?

    • To ensure prompt payment:
      • Keeps commissions and renewals coming
      • Identify issues with the business
      • Make sure they are paid current before re-enrollments
      • Do not re-enroll a case that past due for payment
    tracking existing cases 1

    Tracking Existing Cases

      • Use AL04 Worksite List by Franchise
    • If a case appears to be late, verify on AL915 Worksite Management Info Report before calling the business
    • Sometimes the case has paid but one policy has not, making the case appear late
    what happens every week 1

    What happens every week?

    • Last week of September
      • Were authorizations for September enrollments and re-enrollments turned in to bookkeeper?
    • First week of October
      • Did deductions start for September enrollments?
    • Second week of October
      • Did August enrollments receive first bill?
    • Third week of October
      • Are all cases paid for October?
    existing cases script

    Existing Cases Script

    TMK1536 1214

    Agent training only. Not for sales use.

    worksite online billing

    Worksite Online Billing

    • Most common challenges with Online Billing
    • Bills are emailed (they don’t get a paper bill)
    • Bills emailed from noreply@libnat.com on the 22nd of the month
    • Can’t log in: PIN on welcome email from worksite@libnat.com
    moving payroll deduction customers to bank draft

    Moving Payroll Deduction Customers to Bank Draft

    TMK1536 1214

    Agent training only. Not for sales use.

    moving payroll deduction to bank draft

    Moving Payroll Deduction to Bank Draft

    • More premium lost on this issue than any other!
    • Are you licensed? If so …
      • Will move transferred business to you for commissions
    how the money works

    How the Money Works

    • Agency Owners can move commissions/renewals to:
      • Agents / Supervising Agents
      • Agency Director / Regional Agency Directors
      • Licensed Quality Manager
    • The newly commissioned person must have performed work to conserve the business
    • Agency Owner continues receiving, if already getting paid, or begins receiving commissions/renewals, if not
    • Agency Director continues receiving, if already getting paid, or begins receiving commissions/renewals, if not
    how the money works 1

    How the Money Works

    • If there are unpaid first-year commissions, they will be paid into the commission account
    • Renewals will be paid as-earned starting with the first premium payment following conservation
    • Renewals will be paid at the rate it was payable at the time the policy was originally issued
    original writing agent

    Original Writing Agent

    • Original writing agent should always receive first opportunity to conserve
    • As always, if the original writing agent conserves the business, they keep getting commissions/renewals
    • Recommendation is to give original agent 7 days to conserve. After that, open to all Agency
    waiving premiums

    Waiving Premiums

    TMK1536 1214

    Agent training only. Not for sales use.

    waiving premium rules

    Waiving Premium Rules

    • Will waive up to three months premium
    • Will only waive premiums that are missed
    • Do not waive future premiums
    waiving premium rules 1

    Waiving Premium Rules

    • Today is July 10
    • Paid to 7/1 = waive 0 months. Draft for July
    • Paid to 6/1 = waive 1 month (June). Draft for July
    • Paid to 5/1 = waive 2 months (May & June). Draft for July
    • Paid to 4/1 = waive 3 months (April, May & June) Importance of getting bills paid on time
    when do we draft

    When do we draft?

    • Premium drafted as soon as conservation form received in the home office
    • Example:
      • Today is July 17
      • Policy is due for June 1
      • Waive June payment
      • Waive July payment (since after July 15)
      • Draft on July 18 when form received in home office for August premium
      • Draft next on September 1st through 10th for September premium
    waiving premium rules 2

    Waiving Premium Rules

    • The 15th is the cutoff each month for waiving premium
    • On July 10, if a customer is due for July 1 we wouldn’t waive premium
    • On July 16, if a customer is due for July 1 we would waive July’s premium and draft for August
    • Remember, each time a month’s premium is waived, everyone involved is waiving that month’s commission or renewal
    who do i call

    Who do I call?

    TMK1536 1214

    Agent training only. Not for sales use.

    worksite bills

    Worksite Bills

    • Each week when bills are processed, employees are marked off the bill by the bookkeeper
    who do i call 1

    Who do I call?

    • Policies that are no longer being paid through payroll deduction are published on the Saturday SAMs
    what do i say

    What do I say?

    TMK1536 1214

    Agent training only. Not for sales use.

    what do i say when i call

    What do I say when I call

    • Use script on Quality Business section of Agent Services
    • Transferring from Payroll Deduction to Bank Draft
    three good things

    Three good things

    • Many times the employee is no longer on the bill because they left to take another job
      • We can keep their premiums coming out of their paycheck by setting up their new employer as a Liberty National franchise
      • Our customer knows who handles benefits because they just met with them
    • The No. 1 reason customers will hesitate is because they are out of a job. Guess what? We’re hiring!
      • Many customers have come to work for us
      • Personal recruiting incentive ($400)
    organizing follow up

    Organizing Follow-up

    TMK1536 1214

    Agent training only. Not for sales use.

    pd to bank draft instructions

    PD to Bank Draft Instructions

    Instructions found on Conservation Log Instructions tab

    looking up policies

    Looking Up Policies

    Use the Field Inquiry Screen on Agent Services to look

    up customer’s phone number by using policy number

    looking up policies 1

    Looking Up Policies

    Find phone number, paid to date, plan type, payment

    policy exceptions

    Policy Exceptions

    • Employer must make one payment for Group Term to be eligible to be moved to bank draft (Importance of getting first bill paid on time)
    • Cannot move Cash Cancer lapsed 90+ days
    • Dental and Vision cannot be moved to bank draft under any circumstances
    submitting the conservation form

    Submitting the Conservation Form

    TMK1536 1214

    Agent training only. Not for sales use.

    conservation form

    Conservation Form

    • Each conserved policy must include a Conservation Form
    • Conservation form found on LibertyNational.com Quality Business Section
    conservation form 1

    Conservation Form

    • Word Document: Can be typed on
    • Email to custserv@libnat.com
    • Must come from AO or QM email address
    • Requests without Conservation Form will be returned
    home office process

    Home Office Process

    • When a customer calls Home Office Customer Service, they are transferred to the Worksite Dept.
    • If the cancellation request occurs during open enrollment, the Agency is notified via email to conserve
    home office process 1

    Home Office Process

    • If the cancellation request occurs outside of open enrollment , the insured is sent this letter
    vii tracking lost business

    VII. Tracking Lost Business?

    TMK1536 1214

    Agent training only. Not for sales use.

    tracking lost business

    Tracking Lost Business

    Use Qlikview Minimum Standards Dashboard

    Updates Tuesdays

    Two goals: 1. Fix it. 2. Learn from it

    tracking lost business 1

    Tracking Lost Business

    QM should be communicating with Agency Directors to get answers as to why business was lost and who is getting it fixed by when. This will not get done through email. It requires face to face or phone calls to get answers

    This report should be ready by the Friday meeting with the Agency Owner

    vii conservation log

    VII. Conservation Log

    TMK1536 1214

    Agent training only. Not for sales use.

    viii sams reports

    VIII. SAMs/Reports

    TMK1536 1214

    Agent training only. Not for sales use.

    slide257

    SAMs

    • SAMs are the daily communication for what happened regarding pending or issued business yesterday in the Agency prior to 3:30 p.m. Central
    • Reports are the snapshot of EVERYTHING that is pending in the Agency
    a 250 vs batch applications 1

    A-250 vs. Batch Applications

    • The A-250 application is the individual life insurance application (the one with 32 questions). When submitted to the Home Office, they go to an underwriter for review prior to issue.
    • All other applications are considered Batch applications. When submitted to the Home Office, they go through a computer and issue the following day.
    monthly premium notices

    Monthly Premium Notices

    • About to Lapse, call them, go see them if no phone number.
    bb stop pays

    BB Stop Pays

    • Requested by Insured or Agency. Call customer to find out why they stopped pay.
    applications processed

    Applications Processed

    • All applications that were received in the home office by 3:30 p.m. Central the previous day
    loans surrenders ei and rpu 1

    Loans, Surrenders, EI, and RPU

    • Loans: The customer took out a loan on the policy or it went on Automatic Premium Loan. No action.
    • Extended Insurance (EI): Customer stops paying premiums. Premiums are then paid by the cash value of the policy until the cash value is $0. Only currently offered on Whole Life and Career Life Plus policies, but some discontinued products also offer this feature. Renewals continue until no cash value.
    loans surrenders ei and rpu 2

    Loans, Surrenders, EI, and RPU

    • Surrenders (CSV): Cashed out the policy and cancelled the coverage.
    • Reduced Paid Up (RPU): Customers stops paying premiums. The policy has reached a point where the premiums paid will purchase an amount of coverage less than the original face amount. Only on Whole Life and Career Life Plus policies. Renewals end.
    qac rip notifications

    QAC / RIP Notifications

    • Appears when first posted, then once more when it goes to letter status (10 days past due). Track on OI125 LNL New Business Status Report. Call the customer and get them to complete QAC Call
    qac rip notifications 1

    QAC / RIP Notifications

    • Appears when first posted, then once more when it goes to letter status (7 days past due). Track on OI125 LNL New Business Status Report. Call the customer and get them to complete QAC Call
    qac rip notifications 2

    QAC / RIP Notifications

    • Letter status notification. Call the customer and get them to complete QAC Call.
    nsf return for initial premium

    NSF Return for Initial Premium

    • No action
    • Automatically redraft next business day if policy effective date current month. Re-draft on draft date of effective month if future effective date.
    • Do not contact customer or go get check
    non nsf emails

    Non-NSF Emails

    • Only for Non-NSF failed drafts (closed account, frozen account, account not found)
    • Day 1: Email Agency Day 11: Call customer
    • Day 5: Call Agency Day 14: Report Adverse
    • Day 8: Email Agency
    status

    Status

    • Shows all pending requirements added on an application.
    oral swab confusion

    Oral Swab Confusion

    • 2. Bar code was received with the app and we’re waiting for results from lab. No action.
    • 4. Bar code was NOT submitted with the app. Must be submitted before underwriting can be completed.
    oral swab status

    Oral Swab Status

    • How do I check the status of an oral swab?
    • www.status.crlcorp.com
    • Best practice:
      • Swab must be present for app to leave portal
      • All swabs mailed from Agency Office
      • Use FedEx not US Postal
    oral swab status 1

    Oral Swab Status

    • How do I check the status of an oral swab?
    • www.status.crlcorp.com
    • Enter bar code in Slip ID/CCF box
    oral swab status 2

    Oral Swab Status

    • When Swab Received?
    • Status?
    medical records ai records 4

    Medical Records: AI Records

    • Medical records may take a while to obtain
    • For status https://prodwebapps.ailife.com/apsweb/login.aspx
    • Username: airecords
    • Password: agents1
    • Click: Case Search
    medical records ai records 5

    Medical Records: AI Records

    • Enter the policy number, starting with A in the policy number field
    • Click search
    • Click on ‘Select’
    medical records 1

    Medical Records

    • When all else fails, get the customer to call the doctor
    cod 15 days past due

    COD 15 Days Past Due

    • Additional reminder. Should be already assigned on the COD Tracker.
    policies issued

    Policies Issued

    • Shows policies issued the previous day prior to 3:30 p.m. Central Time
    bank draft returns

    Bank Draft Returns

    • Existing Business where the monthly bank draft was returned. Company automatically redrafts. No action on agency.
    cancelled declined apps

    Cancelled/Declined Apps

    • Tells why an application was Cancelled or Declined. If A-250 application, get requirements completed and re-open application.
    cancelled declined apps 1

    Cancelled/Declined Apps

    • Tells why an application was Cancelled or Declined. If A-250 application, get requirements completed and re-open application.
    sams vs reports

    SAMs vs. Reports

    • SAMs are the daily communication for what happened yesterday in the Agency prior to 3:30 p.m. Central
    • Reports are the snapshot of EVERYTHING that is pending in the Agency
    key reports

    Key Reports

    • 0I125 LNL New Business Status Report
    • Updated Tuesdays
    • Status on all pending A-250 application requirements
    key reports 1

    Key Reports

    • BI925 Batch Pending
    • Updated Daily
    • Status on all pending individual batch requirements
    key reports 2

    Key Reports

    • BI925 Batch Pending Worksite
    • Updated Tuesdays
    • Status on all pending batch worksite application requirements
    key reports 3

    Key Reports

    • OI525 CODs by Days Pending
    • Updated Fridays
    • Status on all pending CODs that have not been issued or cancelled
    ix reinstatements

    IX. Reinstatements

    TMK1536 1214

    Agent training only. Not for sales use.

    reinstatements rules

    Reinstatements

    Rules

    TMK1536 1214

    Agent training only. Not for sales use.

    reinstatement rules

    Reinstatement Rules

    • Reinstatement Application required:
      • Life policy face amount less than $50,000, 120 days past due
      • Life policy face amount $50,001 or more, 60 days past due
      • Health policy lapsed 91 or more days. Cannot be reinstated if lapsed more than six months
      • Cash Cancer polices cannot be reinstated
    standard reinstatements

    Standard

    Reinstatements

    TMK1536 1214

    Agent training only. Not for sales use.

    standard reinstatements 1

    Standard Reinstatements

    • Reinstatements where the policy was reinstated by the original writing agent or otherwise did not qualify for the Reinstatement Bonus
    • These Reinstatements should be mailed to:
    • Liberty National Premium Accounting
    • P.O. Box 268891
    • Oklahoma City, OK 73126
    bonus paying reinstatements

    Bonus-Paying

    Reinstatements

    TMK1536 1214

    Agent training only. Not for sales use.

    bonus paying reinstatements 1

    Bonus-Paying Reinstatements

    • Reinstatements that meets the criteria for a reinstatement bonus
    • These Reinstatements should be mailed to:
    • Liberty National
    • Attn: Amber Dunlap
    • 100 Concourse Parkway
    • Suite 350
    • Hoover, AL 35244
    how is the bonus paid

    How is the bonus paid?

    • Life: Bonus equal to 25% of the annual premium
    • Accident and Health: Bonus equal to 15% of the annual premium
    • No Bonus paid on Med Supp, Dental, Vision, ADP
    how is the bonus paid 1

    How is the bonus paid?

    • Reinstatements processed in the home office by the first Friday of the month will be paid by the 15th (Example: Dec. 6)
    • Agency Owner will receive a physical check mailed to the Agency for purpose of recognizing the agent
    • Agent must be active at the time of bonus payment
    how are commissions renewals paid

    How are commissions & renewals paid?

    • Policies reinstated in the first policy year:
      • Reinstating agent receives any remaining first-year commission, paid to commission account (same for managers)
      • Reinstating agent receives renewals as earned beginning the 13th premium payment
    • Policies reinstated in second or subsequent year:
      • Reinstating agent receives renewals as earned starting with next premium payment
    • No negative impact to DCN if reinstated policy lapses again
    premium notice combined billing fa215

    Premium Notice/Combined Billing (FA215)

    • Published on Saturdays (ready for Monday call clinic)
    • Most policies lapse on 18-20th of the month
    • Agents use first 15-30 minutes of each call clinic to call delinquent customers on their agency
    when does a reinstatement qualify for bonus

    When does a reinstatement qualify for bonus?

    • Policy must have lapsed (49 days past due)
    • Reinstating agent must be different than the original writing agent
    • Must collect all back premiums and current month
    • Must be reinstated on bank draft
    • Check for back premiums must be from same bank account as ongoing bank draft
    • Bonus only paid once on a policy
    example of all back premiums current

    Example of all back premiums + current

    • Today is Sept. 26
    • Reinstating lapsed policy with a premium of $30 per month with a July 1st (7/1) Date Paid to (DPT)
    • Agent must collect $90:
      • $30 for July
      • $30 for August
      • $30 for September
      • Draft October’s premium from checking account
      • End of the month reinstatements, go ahead and get next month’s premium.
    how is reinstatement bonus paid

    How is Reinstatement Bonus paid?

    • Agency mails weekly:
      • Reinstatement Bonus Transmittal
      • Reinstatement Request Forms with checks for back premiums for each reinstatement
      • Authorization for Preauthorized Payments
      • Life reinstatement applications (when applicable)
      • Policies in force when reinstatement has been approved and money is applied
      • Quality Control Manager should be handling this!
    who are we calling

    Who are we calling?

    • Lapse list emailed as spreadsheet by Home Office 22nd of each month from AUTOMAIL@libnat.com
    • List is pure lapses. No cash value, Extended Insurance, Reduced Paid Up, Death Claims
    the list

    The List

    • Quality Control Manager should be in charge of distributing and tracking lapsed policies
    • All Reinstatements are turned in to the Quality Control Manager so she can submit to Home Office and provide Agency Owner info on who is doing the best job working them (play the hot hand)
    • Don’t distribute all the leads at once
    • Lapses don’t go bad, people’s situations change. That’s why we are distributing multiple months
    sorting the list

    Sorting the List

    • The list is sorted by ZIP Code to group leads
    • Then it is sorted by Payor Name so all policies are grouped
    • Then it is sorted by Insured Name
    the list 1

    The List

    • Plan Codes Cheat Sheet should be printed out for call session. Codes not listed can be found in the Policy Prefix Book
      • Last Paid: If there is a letter in this column, the last premium was paid via Payroll Deduction
      • Issue Date: Date policy originally purchased. Good for reminding customer how long they have been paying for policy
    the list 2

    The List

    • DPT: Date Paid To. This is the last month the customer paid a premium. Used to calculate how many premiums the Agent will need to collect
    • Payor Name and Insured Name can be different. Examples include husband paying for wife, grandparent paying for grandchild, etc. Ask for the Payor when you call.
    • Some will have no phone number or bad phone numbers. We have an address, go see them. PO Boxes use zabasearch.com
    getting policy info

    Getting Policy Info

    • Because the lapsed policy is not typically in the Agent’s agency, the Agent will need the Quality Manager to pull the customer’s info from the Field Inquiry screen prior to going on the appointment
    what do we say

    What do we say?

    This is a customer service call, not a sales call!

    what do we say 1

    What do we say?

    No matter the response, set the appointment.

    mailing reinstatement letters

    Mailing Reinstatement Letters

    • Use approved Reinstatement Letter
    • Can edit your contact information
    mailing reinstatement letters 1

    Mailing Reinstatement Letters

    • Set up Business Reply Mail account through post office for reply envelopes. Only pay for postage you use
    mailing reinstatement letters 2

    Mailing Reinstatement Letters

    • Handwrite customer’s name and address on outside of outbound envelope. Call three days after mailing
    • Reinstatement Letters only for customers outside of your area. Additional activity
    • Perfect for you Quality Control Manager (can receive bonus if licensed)
    • Bonus/commissions/renewals paid the same on policies reinstated through the mail
    x miscellaneous

    X. Miscellaneous

    TMK153 1214

    Agent training only. Not for sales use.

    organizing your drawer 1

    Organizing Your Drawer

    • Folders for:
      • What Comes Next Forms
      • Pending Worksite Approvals
      • 5 folders for CODs
      • 12 folders for approved worksite cases
    top adverse issues

    Top Adverse Issues

    • Not sending an email to personalbusiness@libnat.com before submitting personal business
    • Repeated bad banking information and/or NSFs
    • Same address or bank account as the Agent or another Agent
    • Wrong height/weight or birthday
    • QAC cannot reach applicant as phone number
    • Writing ineligible employees that are not on roster
    personal business

    Personal Business

    In the E-app, the question reads “Are you a member of

    the Agent’s immediate family?”

    So who is immediate family?

    Agent, Spouse, Mother, Father, Brother, Sister, Children, and Grandchildren

    Agents may submit an app on immediate family members

    provided an e-mail is sent in advance to

    personalbusiness@libnat.com

    Commissions are paid into the commission account.

    No submit advance or bonus will be paid on personal business.

    Personal business rules do not apply to worksite sales.

    adverse emails

    Adverse Emails

    • Respond within the timeframe requested
    • Use these to identify Agent training issues
    • Ineligible employee, cash, savings account, QAC answers, bad account, same address/account
    adverse warning emails

    Adverse & Warning Emails

    • Respond within the timeframe requested
    • Third warning, Agent subject to termination
    key contacts

    Key Contacts

    • Must be emailed from your QM@libnat.com address
    • Customer Service: Everything
      • custserv@libnat.com
      • 205-325-4979
    • Worksite Department: Billing, New Bills, Rosters
      • worksite@libnat.com
    • Agency Support: Technical Issues
      • agencysupport@libnat.com
      • Use LogMeIn on Agent Services