Enhancement expected to increase completion rates and reduce turnaround time

lady on desktop computer

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,” said Product Manager Jason Day. “A self-guided experience needs to be simple and easy to use.”

To achieve this intuitive design, our product and engineering teams focused on the user experience by adding a dedicated UX expert to oversee every step of the development process, incorporating user acceptance testing by different stakeholder groups throughout all phases of the development cycle.

Unique, integrated tool provides seamless user experience

life insurance online interview platform

The personal history questions displayed online will be the exact same questions presented to the interviewers in the call center for your specific account. This requires you to only manage one interview script. Additionally, this allows applicants to seamlessly transition between the online and call center service without missing (or duplicating) a step.

We have integrated our doctor database with the platform to allow applicants to search a directory of more than 2.3 million physicians to quickly and easily match to their personal physician.

Insurers also have the option to customize their outreach campaigns to applicants. Now, if we receive an applicant email address with the order, applicants will receive an email asking them to complete their health history interview. This will include a unique link for them to access your script online, as well as your company-specific callback number for our call center.

Electronic signature is available upon completion of the health history questionnaire. The collected signature and all answers will map to your state-filed forms just as they do today.

Collecting user feedback

It was important for us to find users to access this platform who are not familiar with the process. We wanted to discover how the everyday person navigates through these questions. We took users from our Lenexa laboratory (who are removed from the current interview process) and from a local coffee shop to test the platform. Additionally, we had a select group of clients access this platform from an applicant standpoint.

Through this testing phase, 60 percent of users stated they would complete the interview on its due date. As a result, we recommend that a default due date be provided in the “welcome” email. This will encourage applicants to log on and complete their interview prior to the specified date in the email.

We also received feedback regarding our navigation buttons that allow users to “save,” “go back” and “continue.” Our design expert reconfigured these so that they are more intuitive for the user.

More options to improve the applicant experience

By providing one more option to the applicant to complete this step of the application process, we are making it easier for them to do this at a time and place that is convenient to them. Our goal is to help you increase your completion rates as well as exceed your applicant’s expectation.

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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