Brokers

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.

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 smooth paramedical process and receive coverage ASAP.

Explain the why

Talk about the benefits and make the stakes tangible. A fully-underwritten policy using current biometrics may provide significant premium savings to your clients. Communicating that can help explain the importance of the process and motivate timely follow-through. Translate their potential monthly savings quote into “number of fancy lattes” or whatever is important to them.

Walk through the process together. Addressing concerns ahead of time by explaining the necessary medical requirements can make the difference in your completion rates. The ExamOne website offers pre-exam resources in multiple formats and languages here. Remind your client that this can also be a great time to check in with their health. After the exam is completed, your applicant receives exam results* in an interactive health report called Inside Look®.

Take advantage of tech tools

Significantly reduce turnaround time by using ScheduleNow™. When you submit the exam order online, you can access our real-time schedule and reserve the appointment. This means you can get a commitment from the applicant to take the next step and schedule the paramedical appointment at the same time you process the application. Using ScheduleNow eliminates the need for follow-up calls to the applicant and shaves days off the total turnaround time.

Your clients are busy. Now you can use new and more convenient ways to reach them during the process, including email scheduling. When an email is included on the application, our system sends out an email* with a link to access our schedule online. We also email appointment reminders and a survey to gather feedback after their exam is completed.


Your clients are busy. Now you can use new and more convenient ways to reach them during the process, including email scheduling.

Keep engaged with your client

It’s tempting to treat the paramedical process as “set it and forget it.” We encourage you instead to stay involved, since when you treat it as time-sensitive and important so will your client.

You can track your cases through your home office’s system or through our portal to see actions taken to complete the process. If you see that we’ve attempted to reach your client a few times with no success, please reach out to them with a gentle reminder.

We want to be your partners in the life insurance process, working with you and your client to reach the goal of an issued policy. For more information on our resources and how ExamOne can help improve exam completion rates, contact your local sales representative.

*Subject to carrier participation

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