Ask Franklin 2.0

Standard Procedures Glossary of Terms Call Reason Codes

Marketing Navigation	Servicing Navigation
Marketing Call Reason Codes Access the form here Marketing Scripts Opening AD&D – Minnesota Life AD&D – Zurich AD&D – Chubb AD&D – Chubb (AAA Life Insurance Company) AD&D – Chubb (Fingerhut) AD&D – Sirius AD&D Ultra – Zurich AD&D Ultra – Minnesota Life (Truist Bank) HAP – Chubb HAP – Minnesota Life (Truist Bank) HAP – Zurich Recuperative Care – Chubb Recuperative Care – Minnesota Life Daily Hospital Confinement Injury & Illness – Zurich Injury Care Accident Insurance – Securian Life Critical Illness and Injury Insurance – Securian Life Rates by Age & Gender Dependent Children Premium Calculator Closing Script Sample Activation Forms	Servicing Scripts Opening IVR Verification Policy Summary Cancellation Rebuttals PI Deceased Beneficiary Billing Billing Basics Unpaid Status Change Account Information Manual Billing Fee Mortgage Account Type Claims Coverage Changes Customer Information Update Do Not Solicit Duplicate Certificate Request No Cash Value Power of Attorney Proof of Enrollment Reactivation / Restart Coverage Refund Request Takeover & Mergers/Acquisitions Closing Script fmservice.com Overview & Capabilities Registration Login Billing / Payments Adding Policies
Additional Scripts & Processes	Most Recent Updates to What’s New
Tier II Agents H.E.A.T De-escalation Technique Truist Takeover POE Request Process Truist Life Insurance Services	Servicing Email \| Register on fmservice.com Posted: May 12, 2026 On May 12, we will send an email asking customers to register on fmservice.com to manage their policy. Please reinforce the benefits of registering online to manage their policy, such as: Review and update coverage Change beneficiaries Pay premium Start a claim Make sure the insured has their Coverage ID so they can successfully register. […] Congratulations to Jessica, Venus, Sandy, Kristiana, Debra, & Katelyn! Posted: January 7, 2026 Thank you for showing amazing dedication to our customers! Chubb Recuperative Care PRODUCT CHANGE Posted: August 25, 2025 Chubb Recuperative Care customers will receive a letter advising them of changes to their coverage effective 10/1/2025. These changes include: The daily in-hospital benefit amounts for each day in the hospital will be: – $200 a day for a covered sickness OR – $400 a day for a covered accident Benefits will reduce by 50% […]