quality

 

At ExamOne we are constantly looking for ways to improve the quality of our services and give your applicants a happier exam experience. One invaluable way for us to identify customer expectations, measure satisfaction levels, and uncover specific areas for improvement to the life insurance exam experience is through survey responses received from your applicants.

The results (shown in graphic) are based on feedback provided by life insurance applicants whose exams were conducted by ExamOne, whether by a paramedical technician at the applicants’ homes or workplaces, or at an ExamOne paramedical service center.

Hear what these applicants had to say…

Online laboratory results

This is a first for me—everything was accessible and easy to understand. I appreciate the clear explanation about what each result means, because it helped me better understand what each person needs to concentrate and work on in order to live longer. Thank you. Great job!!!!”

Exam experience

“The technician was excellent – friendly, explained everything, fit me into a very busy schedule, and was very efficient. Very well done!”

“I want to add that my practitioner, who conducted the exam, was delightful and professional. I really enjoyed my time with him, as he was personable, and he meticulously described the process. He was efficient and courteous. You just don’t find great service like this anymore, so I applaud your company for hiring seasoned professionals who know how to effectively get the job done, yet be a joy in the process.”

2017 Mystery Shopper Results

In addition to our post-exam survey for applicants, ExamOne utilizes a third-party mystery-shopper program to measure the applicant experience. In 2017, ExamOne scored 90% satisfaction on the interaction with the examiner. An overall satisfaction score of 90% was achieved from a compilation of scores and feedback on scheduling, examiner arrival and greeting, the exam itself, and examiner interaction.

These quality measures are used to help develop and enhance examiner training and workflows, allowing us to continually improve the applicant experience.

If you would like more information about these results, contact your Strategic Account Representative.

Eliminating paper reduces errors and improves turnaround time

by Jeremy Whitley on December 14, 2016

Over the past decade, business processes have evolved from tedious paperwork to streamlined digital workflows. Although this digital shift has revolutionized many industries, change has been slow among life insurers.

Paper processes are prone to errors since issues like unreadable handwriting and inadvertently missed questions are common. Reliable, consistent data is required to determine insurance risk accurately. ExamOne’s digital solutions produce high-quality data that facilitates precision underwriting.

Reducing error rates with electronic data collection

Electronic data collectionThe traditional paper-based workflow that collects and transmits health information manually with the specimen takes an average of five days and requires imaging or underwriter review of each piece to transfer the data into the electronic file. A call center-based interview can improve the applicant experience and provide more precise information to insurers. It shortens the paramedical exam time by pre-populating answers to the medical questions. During the exam, the app validates entries and notifies the examiner of missing questions to ensure the data are received in good order. Electronic data collection also allows insurers to begin the underwriting process earlier so that additional requirements can be ordered earlier, ultimately reducing overall turnaround time. ExamOne clients utilizing this paperless process have experienced an average 97 percent reduction in paperwork error rates.

Improving turnaround time with digital signatures

Earlier this year, ExamOne launched DocuSign® to collect applicant signatures digitally. This new process has significantly reduced the number of missing applicant signatures. One ExamOne client experienced a 40 percent decrease in missed signatures. Year to date, DocuSign has yielded significant improvements in cycle time – now it sometimes takes only 24 hours for the applicant to receive the application and electronically sign it. The paperless process is also environmentally friendly, saving more than 211,000 pages of paper in 2016.

In order to simplify the DocuSign onboarding process for our clients, ExamOne has integrated the service into our call center systems, making the activation process similar to a standard scripting or forms change.

By eliminating paper, many companies are significantly reducing the chances for error, receiving high-quality data, expediting policy issue, and ultimately improving applicant experience. If you’d like to learn more about ExamOne’s digital solutions, please contact your Strategic Account Executive.

Ask the Experts: Ensuring quality throughout the applicant exam process

July 26, 2016 Ask The Experts

Do applicants prefer visiting a paramedical service center for the exam? Why? Your applicants made an important decision to protect the ones they love, and ExamOne wants to make the application and examination process as quick and easy as possible. As part of that commitment, ExamOne offers your applicants the convenience of real-time appointment scheduling […]

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The top three quality errors that impact underwriting

May 3, 2016 Carriers

Paramedical exams and related laboratory testing are vital pieces of the underwriting process when issuing policies to life insurance applicants. Inaccurate or incomplete data about an applicant could place him or her in the wrong risk pool, skewing their rating. Alternatively, the mistake can be an overlooked medical condition, leaving an insurance company exposed to […]

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Monitoring & Measuring the Applicant Experience

January 26, 2016 #Committed2 You

Mystery Shopper Program The Mystery Shopper Program acts as a quality measure for the paramedical exam process. This program measures and improves the applicant experience from scheduling through exam completion. It also measures each step of the exam process (blood, urine and physical measurements), to identify possible areas for improvement. Since implementation of the program […]

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In 2015, I’m Committed To: The Applicant Experience

October 13, 2015 #Committed2 You

ExamOne’s success depends on the quality of every applicant’s experience when applying for life insurance. Jeremy Whitley serves as ExamOne’s Quality Manager, and he and his quality assurance team are committed to leading the industry in quality. “We are committed to continuously improving the applicant experience,” said Jeremy. “We proactively pursue quality by ensuring data […]

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Series: Committed to Quality – Laboratory Accuracy

July 15, 2015 #Committed2 You

ExamOne’s laboratories test more than 15,000 life insurance specimens every day, and, as a result, manage requirements for more than $844 billion in life insurance every year. We take that responsibility seriously and relentlessly use Six Sigma practices to ensure we are providing virtual perfection in our laboratory. We know that errors and inaccurate results […]

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Series: Committed to Quality

July 10, 2015 #Committed2 You

At ExamOne, quality is more than a goal – it’s a commitment. Our quality initiatives can be seen in every piece of our business and we take pride in our data integrity. Your applicants deserve the best service and you deserve the best data, and both are achieved through consistently high quality. As we work […]

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Mystery Shopper Pilot Reveals High Scores

December 19, 2013 Producers

Last week’s blog introduced our Mystery Shopper Program that was launched this year and how it has helped improve the overall quality and applicant’s experience. Since July, 111 assessments have been completed. We are pleased with our results from this pilot, scoring 90% or above in the overall rating, the paramedical exam and examiner interaction. […]

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Mystery Shopper Program helps improve Quality

December 9, 2013 Carriers

ExamOne places an immense emphasis on quality, and we’ll continue to do so in 2014. An inaccurate result can jeopardize the relationship between a producer and a client. A broker, who has a choice of which insurers to work with, may opt not to use insurers that have unreliable underwriting. Our new Mystery Shopper Program […]

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