Great news!  Our case management team is implementing a new and more personalized approach to help streamline the application process. Protective case managers will now contact customers directly to obtain outstanding underwriting requirements. Our new direct-to-consumer approach will help case managers gather required information quickly and efficiently so customers can get coverage faster.

Here’s a quick overview of what you and your customers can expect:

1. Outreach Method 
   • Email communication will be the main channel used to contact customers regarding outstanding underwriting requirements.
   • If no response is received via email, telephone outreach may be considered or the agent will be contacted for assistance.
   • Some requirements may be handled without any customer contact.
2. Scope of Customer Contact
   • Outreach will be limited to specific underwriting requirements.
   • Exclusions (e.g., rate class changes, offer acceptance) are agent-facing only and will not involve direct customer contact.
3. Licensing Boundaries 
   • Case Managers will not provide guidance on matters that require a life insurance license.
   • Such inquiries will be referred to the customer’s agent.
4. Agent Notification Protocol
   • When customers are contacted directly:
     • The agent will be copied on all email communication to the applicant.
     • An “Info to Agent” note is added in FinPro to ensure visibility.

We are confident this new approach will help reduce cycle time, offering customers a more personalized and efficient experience.