Standard Procedures

Account – Number Change	Eligible customers may request a change in their billing account number. Send the ACCT#CHG letter or direct the customer to fmservice.com. Supplemental Coverage Customers can change billing to any checking, savings, or credit card account. THE CUSTOMER MUST MAINTAIN AN OPEN ACCOUNT WITH THE FINANCIAL INSTITUTION IN ORDER TO HAVE COMPLIMENTARY OR SUPPLEMENTAL COVERAGE
Account – Change of Coverage Amount for AD&D	An insured can request to change their coverage amount. Send the AD_006 letter.
Account – Change of Coverage Type (Family to Individual / Individual to Family)	An insured can request to change their coverage type. Send the TYPE CHG letter.
Age 70 Termination Inquiry	If a customer is inquiring about their coverage terminating at age 70, send the AGE70 letter for explanation.
Beneficiary – Change Beneficiary	If a customer would like to change their beneficiary, send the BENE_CHG letter or direct the customer to fmservice.com.
Beneficiary – Confirm or Change	If a customer requests to confirm their beneficiary, complete a “B” batch pull for the latest beneficiary change in the history on the activity screen (F15). This will confirm the beneficiary on file and include a form to let the customer change their beneficiary. Advise the customer to complete the form and return it to Franklin Madison if the customer would like to change their beneficiary. The completed form can be sent to help@fmservice.com or direct the customer to fmservice.com to make any changes to their beneficiary.
Beneficiary – Request for Information	Go to the beneficiary page and follow the directions. There are differences by carrier. **To complete a batch pull, navigate to the Activity Screen (F15) and select the latest beneficiary change request. Place a “B” beside the request and hit enter.
Beneficiary – Request for Information PI Deceased	No beneficiary information can be provided over the phone. The request must be submitted in writing to: Franklin Madison Group Plan Administrator P.O. Box 689070 Franklin, TN 37068-9070
Billing – Prepayment	The customer can prepay if they do not want their premiums to be deducted from their account. Use the following suggested scripting: “Please be advised if your premium has not been received and applied to your coverage before the due date, your premium may still be deducted from your account.” If the customer requests to prepay, have the customer send their premium to: Franklin Madison Group PO Box 11817 Newark, NJ 07101-8117 NOTE: Have the customer include their coverage ID on their check. If the customer cannot find their coverage ID, provide it to the customer. If the customer prepayment balance is less than the current bill transaction, the prepayment balance will remain and the premium will be debited from the account on file. Once a coverage is cancelled, any funds in prepay are automatically refunded in the form of a check.
Billing Reject – Soft Decline Premium Due Notice	If the customer has received a premium due notice, use the following scripting: “To avoid a lapse in coverage, make your payment by the premium due date shown on the notice. You can pay the premium online (fmservice.com) or use the tear-off portion of the notice and the envelope provided.” If the envelope is not available, the customer can mail the payment to: Franklin Madison Group PO Box 11817 Newark, NJ 07101-8117 NOTE: Have the customer include their coverage ID on their check. If the customer cannot find their coverage ID, provide it to the customer.
Billing Reject – Term Soft Decline	The term life member will not receive a soft decline notice. We will send a rebill letter and attempt to collect the premium later in the month.
Billing Reject – Hard Decline	If the customer has received a hard decline notice, they must provide Franklin Madison with an updated account number to continue their coverage. The customer can return the form included with the notice to update their account number. If the form is not available, send an ACCT#CHG letter to the customer. When Fingerhut customers receive a hard decline notice, they can provide another form of payment (checking, credit card, etc.) for future billings. They DO NOT have to pay with their Fingerhut account.
Billing Reject – Term Rebilling	If we are unsuccessful in debiting the current premium, we will attempt to debit the account again on around the 15th of the month. If the customer calls with questions, please use the following scripting: “We were unsuccessful in debiting your current premium. We will attempt to debit your account again on or around the 15th of the month. Please have funds available at this time to prevent cancellation of your insurance.”
Cancel Request	If the PI requests to cancel: The agent should try to retain the customer using the appropriate number of retention efforts. To process the cancellation, the agent must acquire the PI’s Date of Birth or Mother’s Maiden name. Send the CXLCOV letter if no refund is requested or the CXLCOVWR letter if a refund is requested. If the primary insured is not available and after verification the caller states that they wish to cancel, send the Letter for Signature Cancel to the address on file.
Cancel Request – Mortgage Accounts	If a mortgage customer calls to cancel their insurance coverage, once cancelled, direct the customer to their mortgage company to make sure their billing is stopped.
Cancellation Effective Date	The correct effective date may not be listed on the “Latest Customer Coverage” screen if the coverage is cancelled. To find the correct cancel effective date: Check the billing screen (F7) to determine when the last premium was collected. The cancellation effective date will be at the end of that period. Example: If ”Latest Customer Coverage” screen shows June 1st and the billing screen shows the March quarterly premium as collected, then the correct effective date would be June 1st. If the billing screen shows the last premium collected as the December quarterly premium, then the cancellation effective date would be March 1st.
Cancellation – Caller requests to cancel at the end of a billing period	[IF THE DATE OF CANCELLATION IS WITHIN 10 DAYS OF THE NEXT BILL DATE, USE THE FOLLOWING SCRIPTING.] “Please be advised because we are close to the next bill date and we may not be able to prevent the next billing. If you are billed again, please call Franklin Madison to request a refund.”
Cancellation Procedure if Call is Disconnected	If the call is disconnected before you have a chance to process the cancellation, below is how you should proceed. 1. PI calling to Cancel Comment the record that the call was disconnected before capturing DOB or Mother’s Maiden Name and processing cancellation Send the Letter for Cancel (LTR4CXL) 2. PI Deceased Cancel Process the cancellation and use the date of the call as the Date of Death – if the PI only had complimentary coverage, send the CXLNR letter or the CXLDEA letter if the PI had supplemental coverage Send the Refund Request form (RR due to death of PI) Comment the record that the call was disconnected before capturing the Date of Death or caller’s information
Change Address / Phone Number	To change the personal information on file, go to F15 then F13 key. Complete the information and press the <enter> key to save.
Change Primary Insured	If a caller requests to change the Primary Insured to the joint account holder, we cannot make that change and continue the coverage for the joint account holder. The caller can be enrolled for complimentary coverage and once enrolled they will receive their certificate of insurance with the option to increase their coverage.
Duplicate Insurance Coverage Document Request	Before requesting a duplicate ICD, check the current fulfillment status on the Fulfillment History screen (F8). If a duplicate has already been requested within the last 15 business days, advise the customer it is in process and provide them with the appropriate delivery time frame. If an ICD has not been requested, press F12 to re-fulfill by mail or email.
Enrollment – Customer requests to be enrolled	AD&D: For complimentary coverage, enroll the customer over the phone: Go to the Master File <F14> Go to Online Enrollments <F6> The customer should return the enrollment form for additional coverage. ALL OTHER PRODUCTS: The customer should return the enrollment form for insurance. Complete the flow request form if a customer has lost their HAP or Recuperative Care enrollment form. A new activation form for AD&D cannot be sent. If applicable, direct the caller to the appropriate website to enroll online.
Foreign Address Change	If a customer asks to change a Foreign address, process a FRNA workflow request (F18 = “Shift+F6”) and enter in comments: Address City Province Postal Code Country
Joint Account Holder Request to Continue Coverage After the PI is Deceased	If the PI is deceased, we cannot continue the coverage for the joint account holder. If they continue with the eligible FI account and wish to have coverage, complete an online enrollment.
Locating Client Records	Spell out the name of the financial institution (First Federal, Triple A) Abbreviate the name of the financial institution (1ST Federal, AAA) Spell out the words “federal credit union” Abbreviate the words “federal credit union” (FCU) Include/Exclude leading words (The Bank of Hawaii, Bank of Hawaii) For coverage billed to checking accounts, search by the Transit Routing Number Enter only the first word or couple words of the client’s name
Locating Coverage Records	Use partial last name or first name + the zip code to find the coverage. Ask for a previous address. If the customer was enrolled for non-contributory coverage before 1997, but does not appear in the system, verify that they still maintain an open account with the financial institution and enroll them in complimentary coverage.
Closed Account Credit Union/Bank – LOOPCXL	Credit union members or bank customers who have closed their account or are closing their account in the next 30 days and don’t wish to continue their coverage using another payment type should be sent a LOOPCXL letter. You must ask for the date the customer closed their account or will be closing their account and enter the date in the field in Artemis. There is no actual letter sent – it processes a cancellation only. Bank customers can continue their coverage through another checking or credit card account. If they want to continue coverage, sent the ACCT#CHG letter and do not cancel. As with standard cancellations, the primary insured will be covered until the end of the period if the premium is already received and it is not refunded.
Multiple Calls Regarding the Same Request	If a customer calls 3+ times regarding the same issue which has not been resolved, complete an Executive Response request.
Name Changes	The only name changes that can be processed over the phone are: Female name due to marriage or divorce Any name due to an obvious administration error NOTE: If the name change could change the identity of the insured, it must be submitted in writing with supporting documentation. Franklin Madison Group Attn: Plan Administrator P.O. Box 689070 Franklin, TN 37068-9070
Overdraft Fee Questions	If the customer has questions regarding an overdraft fee on their account, refer the customer to their financial institution. “You may want to contact your financial institution since overdraft fees are charged at their discretion.”
Primary Insured Deceased	Use appropriate empathy Use an empathy statement Read the customer policy summary script Obtain from the caller: First and last name Phone number Date of death (if it is a death claim) Cancel the coverage following cancellation guidelines If the caller wants to file a claim, complete the claim workflow
Power of Attorney – Request to add a POA to the Account	If a caller has a Power of Attorney for one of our insureds and would like to place it on file with Franklin Madison, they should send a complete copy of the Power of Attorney to: By Mail: Franklin Madison Group Plan Administrator P.O. Box 689070 Franklin, TN 37068-9070 By Fax: 888-778-4409 By Email: help@fmservice.com
Power of Attorney – Request to Make Changes to the Coverage	The Power of Attorney (POA) can make any changes on behalf of the primary insured, including, but not limited to, the following: Physical address Email address Cancellation Payment method Coverage amount Type of coverage (individual or family) Reinstate coverage Beneficiary changes Request a duplicate certificate Follow the same procedures as if you were speaking to the primary insured. The Power of Attorney can make changes over the phone or in writing.
Probing Search Questions – Unable to Locate Coverage	“Have you received correspondence from Franklin Madison?” “What is the name of the company on the document?” “Is the name spelled correctly on the Insurance Coverage Document?” “What is the name of the financial institution printed on the document?” “What is the amount for which you were billed?” “What is the description printed next to the charge on your billing statement?” “Have you lived at any other address?” “Are there other names on your account?” “Has your name changed?”
Proof of Enrollment	If the customer requests proof of enrollment, complete an “S” batch pull for the enrollment entry in history on the Activity Screen (F15). Always use the latest coverage change with a batch number. If this account has been taken over from another third party administrator and no changes have been made since the takeover, we would not be able to provide proof of enrollment. Use the following scripting: “Unfortunately, we have no authorization on file. Please call your original administrator for this information.” If the customer cannot remember the name of their original administrator, advise them to call their financial institution. No batch pull can be processed for a telemarketed customer. You can use the customer’s date of birth on the account as proof of enrollment. If the customer demands proof of enrollment, the request must be submitted in writing to: Franklin Madison Group Plan Administrator P.O. Box 689070 Franklin, TN 37068-9070 Provide the customer with their coverage ID.
Qualify the Caller – If the caller is someone other than the primary insured	If you receive a call from someone who is not the primary insured, check the “Who can I speak to” grid to see if you can help them with their request. [If you can help the caller with their request, proceed with the call] [If you must speak to the primary insured to resolve the request:] ASK: “Could I please speak to (Primary Insured)?” [IF NO:] ASK: “Please have (Primary Insured) call back with their request?” [IF NO AND THIS IS A CANCELLATION REQUEST:] “I can send a letter to the primary insured to sign and return to Franklin Madison authorizing the cancellation. This letter will arrive in 5 to 10 business days. (Primary Insured) should complete the letter and return it to us and the cancellation will be processed at that time.” Send the LTR4CXL letter.
Rates – Helping the Call Do The Math	Use the Premium Calculator. The caller will need to have their marketing piece in-hand.
Refund – Denial Dispute	If a customer is disputing a denial of refund, they should send their request in writing with any supporting documentation to: Franklin Madison Group Plan Administrator P.O. Box 689070 Franklin, TN 37068-9070 Provide the customer with their coverage ID.
Refund – General	In most cases where premiums are collected, refunds are not granted as coverage was provided and a claim could be filed. If the customer requests a refund upon cancellation, you can refund the current billing period.
Refund – PI Deceased	If the PI is deceased, follow the cancellation guidelines.
Refund Method and Delivery	Refunds, if granted, are delivered to the customer either electronically or by check. The preferred method for refund delivery is electronic, as it is processed quicker and is less costly for the company. When the refund is an e-refund, please use the PAID DATE on the refund screen as the expected date (within a day or two) that the refund should post to the member’s account. When the refund is a paper check, please use the PAID DATE on the refund screen as the date the file was sent to be processed and let the customer know it’s 3 weeks from the PAID DATE to receive the refund by mail. Note: If the account is not closed, but the customer is still requesting their refund be sent by check, complete an Executive Response form.
Refund Request	To request a refund, send the appropriate refund request letter to the customer. Next, advise the customer to complete the request form and return to the address on the envelope provided. The customer will receive a response within 3 weeks. Refund request due to the death of the PI Refund request for any reason other than death of the PI
Refund Request (Mortgage Billing)	Refunds should not be requested for mortgage accounts. If a mortgage-billed customer requests a refund, send the appropriate refund letter.
Requests for Cancellation	Qualified callers may cancel coverage over the phone. Non-qualified callers have three options when a cancellation has been requested: Ask if the Primary Insured is able to come to the phone. If no… Ask if the Primary Insured is able to call back for cancellation. If no… Advise the caller that a letter can be sent allowing the primary insured to sign and return, authorizing cancellation. Before a cancellation is processed, Franklin Madison attempts to retain the customer by reminding him/her of the benefits associated with the coverage selected. This process is referred to as retention.
Restore Complimentary (Basic) Coverage	To restore complimentary coverage, except Ultra, press the <F20> key. Any Transamerica coverages offered by banks cannot be restarted (including FSA). Bank Transamerica customers can maintain their complimentary coverage, but is not able to upgrade or restart their supplemental coverage. If basic bank Transamerica coverage is cancelled and the primary insured wants to restart coverage, they can. However, they can’t enroll for any other coverage.
Suppression	To remove a caller from our mailing list: Existing Customer – While on the customer coverage screen, hit the F23 key. Inform the customer that it will take 30 to 60 days to process. Non Customer – Press F23 and complete the required information. Inform the customer that it will take from 30 to 60 days for to process. If customer asked to be removed from all mailings, give them this address: Direct Marketing Association Telephone Preference Service PO Box 9014 Farmingdale, NY 11734-7277 212-768-7277 Or the customer can register their phone number with the US Government at: www.donotcall.gov
Tax Questions	Do not advise a customer if they will or will not be taxed on the payment of a claim. If a customer wants information regarding taxation of claim benefits, refer the customer to: A tax consultant An attorney A financial advisor
Undeliverable Mail	At times we receive returned mail because it could not be delivered to the customer. When this happens, the word “Undeliverable” will appear in the top left corner of the customer coverage screen. Please update the primary insured’s address.
Written Request – Nashville Customer Relations	The customer has the option of faxing or mailing their correspondence to Franklin Madison. The correspondence should include: Coverage ID Action Requested Name and Address Financial Institution Date and Signature Telephone Number Correspondence should be routed to: Franklin Madison Group Attention: Plan Administrator P.O. Box 689070 Franklin, TN 37068-9070 OR FAX: 1-888-778-4409 Once their request is received, it can take between 5 and 10 business days for a response. CALL CENTER TIP: Most customers do not know their coverage ID. It is helpful to provide the customer with their coverage ID. Advise the customer to include their coverage ID on all written requests. The coverage ID is included on any correspondence sent to the insured by Franklin Madison.