A blood draw for a life insurance application is simple, but once the specimen arrives by air, courier or commercial delivery at the testing laboratory, things get quite impressive behind the scenes! Here’s a look from start to finish at how some underwriting decisions start with a simple blood draw. 

risk assessment specimen collection

Specimens are obtained during a paramedical exam at an applicant’s home, work or exam site. The specimen’s journey starts when a trained examiner places a barcode on the specimen tube and all necessary documents including the kit box. Each barcode is specific to that life insurance applicant and helps to ensure all the required tests are reported back on the correct applicant.

specimen transport

Specimens make their way to our Quest Diagnostics laboratory in Lenexa, KS or St. Louis, MO by courier, mail or plane. Upon arrival, a laboratory technician scans the kit’s airbill, automatically loading the information into our computerized tracking system.

specimen tracking

Once checked-in, the specimen is unboxed by the technician, who carefully ensures that all specimens include the applicant’s first and last names. All identifiers on all tubes and kits must match both the applicant and the lab requisition. As the technician scans the barcodes on the individual specimens, they are officially loaded into inventory. At the same time, the technician inspects the condition of each kit component and records it in our system.

risk assessment specimen testing

A conveyor belt speeds specimens into our state-of-the-art testing laboratory. Each specimen type is routed to the proper analyzer; our laboratory’s equipment allows for both speedy and accurate results.A portion of the specimen stays in refrigerated storage at our facility just in case additional testing is needed: 28 days for blood, and 21 days for urine. As soon as all testing is completed to the insurance company’s requirements, results are transmitted as requested to be reviewed for underwriting.

result reporting

Typically, 24 to 48 hours after specimen arrival at our lab, results are received by the carrier (depending on the test profile). For carriers participating in our Inside Look® program, their applicants typically receive their online laboratory results 5-7 days after their paramedical exam.

Every day, thousands of life insurance specimens complete this journey from draw to laboratory testing to results delivery. Behind every one of them is a real person looking out for their family.

How do life insurance applicants feel about the exam process?

by Kem Snavely Frost on February 7, 2020

You want to know. We want to know. What do your life insurance applicants think about the exam portion of the application process? After every exam, applicants have the opportunity to tell us by completing our online survey. This is what they had to say.

Convenient exam locations

In 2019, almost 40,000 life insurance applicants completed our post-exam survey. When asked why they chose to have their exam performed at home, an exam site or at their workplace, 57% said they chose the location based on convenience. To offer more options to applicants we are continually growing the exam center network. The recent addition of 820 Quest Patient Service Centers (PSC) provides life insurers and applicants with access to 2,300 exam centers nationwide and adds more than 74,000 weekly appointment times.

Our analysis also found that exams scheduled at an exam center were, on average, completed 90% of the time, compared to 73% for mobile exams. Additionally, exams were completed in less than 11 days at in-center locations, compared to over 12 days for mobile.

“I enjoyed the convenience of having several options for my appointment so it would fit my schedule.” – Life insurance applicant

This expansion of locations and appointment times, in addition to online scheduling tools and less stringent fasting restrictions before exams, gives your applicants more choices than ever before.

Quality examiners

Our examiners represent ExamOne and our life insurance clients every day when interacting with life insurance applicants. It’s important that they provide superior customer service to individuals taking the important step of protecting their family with life insurance. Our survey results show the majority of your clients are happy with their experiences.

  • 94% said the examiner explained the process prior to the exam
  • 95% said the examiner was on time
  • 98% said the examiner was courteous and professional

“My examiner was a pleasure to deal with! I really enjoyed my experience with his genuinely kind personality and positive attitude. Afterward, I told my coworkers that’s it’s nice to still have people in the world who care about others.” – Life insurance applicant

Online laboratory results

A “surprise” benefit for many applicants after their life insurance exam is the access to their laboratory results online.* The secure, comprehensive, and easy-to-understand online tool helps consumers become more aware of their health status. Common feedback from the post-exam experience is a positive reaction about access to this valuable personal health data.

“So much useful medical info about each metric helps non-medical professionals understand the significance of each. This is the best medical results portal I have seen so far!” – Life insurance applicant

“This was the first time I have ever received lab results that were comprehensive and detailed, and easy to interpret. I was impressed mainly with the side chart/information explaining the different tests: liver, pancreas, etc. This was very helpful and helped me understand the true results of my blood work. Thank you.” – Life insurance applicant

Survey results reinforce the positive impact that consumers report on access to their online laboratory results:

  • 95% said the instructions for accessing my online laboratory results were clear and easy to understand.
  • 96% said the way that my information was displayed allowed me to easily understand the data.
  • 93% said the access to online results causes me to view my insurance carrier more favorably.

ExamOne (and clients) want to know what every applicant thinks of their experience so we can use that information to ensure a satisfying life insurance exam process. Our online survey with applicant feedback captures this data so we know what we did well and where there can be improvement.

*Subject to carrier participation

3 ways to help “insure your love” in February

February 6, 2020 Producers

The Life Insurance Barometer study revealed 78% of the respondents agree that preparing financially for life’s unknowns is a way to show your loved ones you care. This makes February and Valentine’s Day a perfect time to remind clients to protect loved ones through proper life insurance planning. See a few ways below on how […]

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Quest Diagnostics and ExamOne donate $10,000 to a local family shelter

January 30, 2020 #Committed2 You

The new year is a time for goal setting, but it can also be a good time to reflect on the ways our employees make a difference in our communities – last year and in the future. In 2019, our employees supported local and national charities by participating in several awareness walks plus winter supply […]

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Caring for customers is not a challenge

December 30, 2019 #Committed2 You

Since joining ExamOne in 2017, Tim Hershner has quickly made an impact with clients and was named the Producer Sales Representative of the Year in 2018. “I genuinely care about the customers we serve. Our lab results provide individuals who might not regularly see a physician with a free, in-depth view into their current health, […]

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‘Tis the season to protect families with life insurance

December 18, 2019 Applicants

The busy holidays may not seem like the most convenient time to apply for life insurance. However, the time spent with family and friends is a perfect reminder of the importance of protecting their futures with life insurance. Here are three reasons the holiday season may be the perfect time for your prospective client to […]

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A strong team member at work and on the ice

December 13, 2019 #Committed2 You

Our operations team at ExamOne is responsible for ensuring our offices and examiners have the support they need to provide satisfactory customer experiences for both our clients and life insurance applicants. Each year, we recognize an employee in the field who has exemplified our commitment to the highest standard of service. As our Field Leader […]

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Demystifying the life insurance medical requirement process: How you can help your clients prepare

December 11, 2019 Brokers

You trust us to handle this important step in your client’s journey to protecting their family, but how are the health data for life insurance policy collected? It’s likely that if you’re not sure of some of this terminology, neither are your clients. We’ve found that key information about the process shared by you, as […]

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Focusing on being there for clients is a key to success

November 25, 2019 #Committed2 You

“Focus on what you can control and change.” This is a favorite quote of our Strategic Account Executive of the Year Lauren Sproles. Lauren’s focus on her clients and her peers has made her an invaluable member of the ExamOne sales team. Lauren shares other practices that have helped make her successful over her last […]

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Canada life insurance clients have strong support in the field

November 1, 2019 #Committed2 You

ExamOne is proud of our extensive presence in Canada. When we celebrate our teams, we are excited to highlight our dedicated employees who support our Canadian clients. Helping our clients protect more families with life insurance is the goal in all the countries ExamOne serves. Felix Drake Canadian Producer Sales Representative of the Year “Felix […]

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