applicant survey

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