Commonly accessed procedures

H.E.A.T. De-escalation Technique. Useful for both Front Line & Tier II Agents.

Annual Privacy Policy Notice Franklin Madison mails an annual Privacy Policy letter on behalf of our carriers. NO action is required and the notifications are strictly informational-only. What is this...

Truist Takeover Customers - POE Request process. This is how you will request a POE that is held by Securian for those Truist customers that have converted to Franklin Madison.

  Please Enter Call Reason Codes Call Reason Code Definitions Reason / Question Asked Description Address to enroll What is the address that I send the enrollment form to Age reduction Reduction ...

Follow the Executive Response Guidelines for escalation resolution prior to submitting this form.

Update: If the insured calls to point out a typo in the beneficiary name, please escalate. Do not have the customer complete a beneficiary change form.

Update: The customer must send us a written ...

FOR TIER II AGENTS: After our new customer has been enrolled in complimentary AD&D coverage, please provide the customer with the following:

Their coverage ID
Insurance document will arrive withi...

Takeover, Mergers, & Acquisitions FAQs, Tips, & Procedures.

Process Customers who have had their policy cancel due to nonpayment (usually associated with a no longer valid billing account) are able to have their coverage reactivated by following these steps: F...