Client feedback drives creation of four new project teams

by Lindsey Amaya on October 8, 2019

Earlier this summer, we completed our second annual customer satisfaction survey. Through this survey, clients are asked to deliver honest feedback on ExamOne services. Our goal is to consistently meet our customers’ expectations, and this annual customer survey is a key tool in measuring our performance.

Overall satisfaction with exam centers and turnaround time

Last year we grew our network to 1,500 exam centers. Our survey showed that clients were very satisfied with our Patient Service Centers and we are excited to announce that we are working to add more exam centers in the upcoming months, creating more than 15,000 additional weekly appointment times. This will allow even more options for applicants to complete their life insurance exam.

Additionally, turnaround time was rated high across all audiences. It is important for us to prioritize innovative tools that will help you complete more cases faster. Through scheduling enhancements, expanded exam centers and more digital options, our goal is to provide you and your applicants more resources for the life insurance journey.

Using feedback to prioritize areas of focus

Through our clients’ responses, we have identified four key areas of focus. Over the next few months, our teams will be working to refine our processes in the following areas: APS status updates, portal usability, ScheduleNow™ availability and issue resolution. 

APS process

Enhance APS process: As we work to make updates to our APS process, we have a team dedicated to identifying various system updates that will help improve status message consistency. Additionally, we are implementing a special authorization tool that will allow us to collect the authorization at the time of the interview in an effort to reduce the number of days to obtain an APS.

Online ordering

Improve portal usability: We want to make doing business with us simple. On the survey we received feedback that account setup for online ordering can be too complex. As a result, we have a focus group working on portal usability with the goal of streamlining the account set up process, as well as the account and agency association on our online ordering website.

Exam scheduling

Expand ScheduleNow appointment availability: Studies show a 16.8% better completion percentage when utilizing ScheduleNow versus not having a preset exam appointment. We are focused on increasing appointment availability for direct marketers and brokerage clients to help drive higher exam completions among their applicants.

client feedback

Focus issue resolution: We strive to minimize or eliminate issues. When a complaint does arise, you told us it takes too long to provide a resolution. We are mapping the customer journey in an effort to identify opportunities where we can solve for some of the issues you are experiencing.

Looking ahead

Thank you again for taking the time to share your candid feedback. Our teams are working diligently on the identified areas and will provide updates over the next few months. We appreciate your continued partnership.

9 ways to help promote life insurance awareness

by ExamOne on September 30, 2019

What can you do to help raise awareness of the need for life insurance?

You may be an insurance agent or an individual who wants to spread the word on the importance of protecting loved ones. Use the below resources to help spread this essential message.

 1. Share educational video content to help encourage and explain the life insurance application journey. Find videos here.

2. Provide millennial consumers the modern technology they desire to help keep them engaged, informed, connected and ultimately protected with life insurance. See tips on connecting with this audience here.

3. For consumers, talk to an expert to find out what policy best fits you and your financial needs. Locate insurance professionals or other financial advisors in your area here.

4. Hear examples of how countless people whose lives have been forever changed by circumstances beyond their control. Watch some emotional true stories of people who’ve benefitted from sound insurance planning.

5. Our applicant website is a helpful resource designed to educate applicants more about the life insurance application process, including what to expect and how to prepare for an exam. Read frequently asked questions about the paramedical process.

6. Grab your coloring supplies and enjoy some art therapy because protecting loved ones with life insurance is a beautiful thing. Download this fun coloring page to show how you protect your loved ones. Display it, share it, and show everyone how much you care.

7. For life insurance agents, we have compiled many tools and resources for you and your applicants. Utilize our toolkit to help streamline the process for you and your clients.

8. Determining how much life insurance is needed requires an examination of current and future financial obligations. Life Happens provides a life insurance calculator to help you and your applicants determine their financial needs.

9. Let applicants know about the additional benefits of applying for life insurance, like getting a copy of their laboratory results. This secure, comprehensive, and easy-to-understand online tool helps applicants become more aware of their health status and could help them adopt a healthier lifestyle. Find out additional information to share with consumers on the value of getting a blood draw when applying for life insurance.

Expanding exam centers across the country for more appointment options

September 30, 2019 Applicants

2,300 exam centers to be available to life insurance applicants this fall In the quest to improve the life insurance applicant experience, ExamOne is continuing to open up more appointment options through our nationwide network of Patient Service Centers (PSC). Throughout  2018 and into 2019, we grew our existing network to 1,500 exam centers, creating […]

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MIT students bring new perspective to ExamOne during summer internships

September 26, 2019 #Committed2 You

This summer, two Massachusetts Institute of Technology (MIT) undergraduates chose ExamOne to complete hands-on internships within our data analytics department. Meet our ExamOne interns Michael Stern and Antonin Dauvin. Michael is a Data Science major from San Mateo, CA and Antonin is a Business Analytics major from Paris, France. The students said they selected ExamOne […]

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Seven facts for life insurers to know about vaping

September 17, 2019 Carriers

Is vaping impacting an individual’s health and the corresponding effect on life insurance? Recently, the Centers for Disease Control and Prevention (CDC) announced their investigation of severe pulmonary disease among people who use e-cigarettes (also known as vaping). And tragically, multiple deaths linked to vaping have been reported across the country. These are a few […]

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New digital option to capture health history information caters to consumer preferences

September 9, 2019 Carriers

Enhancement expected to increase completion rates and reduce turnaround time We are excited to announce the implementation of our new data collection platform. This initiative provides life insurance applicants another option to complete their personal health history questionnaire. Developing the platform “As we designed this interface, we wanted it to be very intuitive and user-friendly,” […]

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Time to recognize our life insurance examiners

August 26, 2019 #Committed2 You

During the last week of August, we recognize our vital employees during Life Insurance Examiner Appreciation Week. Being an examiner and the “face” of ExamOne, they interact daily with individuals taking the time to protect their families with life insurance. Now we are taking the time to show them our gratitude for being our frontline ambassadors. […]

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Tools to help your clients complete the life insurance application process

August 22, 2019 #Committed2 You

So you met with your client, helped determine their life insurance needs, and filled out the application. Weeks have passed and now the case is expiring, incomplete. Here are a few solutions to help avoid this phenomenon when clients don’t schedule their paramedical exam. We are here to help you and your clients experience a […]

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Recognizing our hardworking employees

August 15, 2019 #Committed2 You

At ExamOne we’re committed to helping protect loved ones with life insurance. Our employees are a crucial element in our success. Each year, we recognize the efforts of the hardworking employees who are proven leaders in demonstrating our commitment to the life insurance industry. We recently connected with each winner to learn more about them and what it […]

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Ask the Expert: Discover more about historical laboratory data for life insurance underwriting

July 29, 2019 Ask The Experts

Historical laboratory data is of unique importance to insurers because it provides a retrospective view of an applicant’s health. Insights from our LabPiQture report can help insurers build a longitudinal history of an individual’s last seven years. Brian Lanzrath, our Director of Analytics and LabPiQture expert, answers some of the commonly asked questions we receive […]

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