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Lost Business Tracker

Resolving Issues BEFORE They Become Major Problems

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Why Chargebacks?

Lost Business Tracker Explains

Emailed on Tuesday PM to ADs & SAs.

  • Wednesday (or later) if holiday OR delay

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What should agents do?

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Agents

  • Tue AM (or Wed AM)
    • check ICM
    • click on commissions account
    • screenshot
  • Tue PM / Wed AM
    • ask SA or AD
    • fix if possible

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Agents

  • Tue AM
    • check ICM
    • click on commissions account
    • screenshot
  • Tue PM / Wed AM
    • ask SA or AD
    • fix if possible

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Agents

  • Tue AM
    • check ICM
    • click on commissions account
    • screenshot
  • Tue PM / Wed AM
    • ask SA or AD
    • fix if possible

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Agents

  • Tue AM
    • check ICM
    • click on commissions account
    • screenshot
  • Tue PM / Wed AM
    • ask SA or AD
    • fix if possible

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Agents

  • Tue AM
    • check ICM
    • click on commissions account
    • screenshot
  • Tue PM / Wed AM
    • ask SA or AD
    • fix if possible

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What should SAs & ADs do?

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SAs & ADs

  • open the email attachment
    • find your agents
    • look at “Cancel Reason”
    • tell your agents
      • retrain
      • fix if possible
  • ADs email QMs about findings & solutions by EOD the next day

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SAs & ADs

  • open the email attachment
    • find your agents
    • look at “Cancel Reason”
    • tell your agents
      • retrain
      • fix if possible
  • ADs email QMs about findings & solutions by EOD the next day

Some Cancel Reasons

  1. AMOUNT EXCEEDS LIMITS
  2. DEP NOT ELIGIBLE W/OUT EMP COVERAGE
  3. MEDICAL FINDINGS POSTPONED
  4. ONLY 1 POLICY PER FAMILY OR INDIVIDUAL
  5. OUTDATED COD
  6. UNDERWRITING RULES DECLINE
  7. APPLICANTS REQUEST
  8. COD MONEY NOT RECEIVED
  9. RIP NOT RECEIVED
  10. CANCELLATION REQUESTED BY BRANCH OR PI
  11. MISCELLANEOUS

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SAs & ADs

  • open the email attachment
    • find your agents
    • look at “Cancel Reason”
    • tell your agents
      • retrain
      • fix if possible
  • ADs email QMs about findings & solutions by EOD the next day

Cancel Reasons Needing Training

  1. AMOUNT EXCEEDS LIMITS
  2. DEP NOT ELIGIBLE W/OUT EMP COVERAGE
  3. MEDICAL FINDINGS POSTPONED
  4. ONLY 1 POLICY PER FAMILY OR INDIVIDUAL
  5. OUTDATED COD
  6. UNDERWRITING RULES DECLINE

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SAs & ADs

  • open the email attachment
    • find your agents
    • look at “Cancel Reason”
    • tell your agents
      • retrain
      • fix if possible
  • ADs email QMs about findings & solutions by EOD the next day

Cancel Reasons to FIX

  1. OUTDATED COD
  2. APPLICANTS REQUEST
  3. COD MONEY NOT RECEIVED
  4. RIP NOT RECEIVED

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SAs & ADs

  • open the email attachment
    • find your agents
    • look at “Cancel Reason”
    • tell your agents
      • retrain
      • fix if possible
  • ADs email QMs about findings & solutions by EOD the next day

Cancel Reasons to Investigate Further

  1. CANCELLATION REQUESTED BY BRANCH OR PI
  2. MISCELLANEOUS

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SAs & ADs

  • open the email attachment
    • find your agents
    • look at “Cancel Reason”
    • tell your agents
      • retrain
      • fix if possible
  • ADs email QMs about findings & solutions by EOD the next day

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Lagniappe

A Little Something Extra

Chargebacks & Lost Business do not have to affect DCN & Persistency. Fix what you can & write more & better business to fix what you can’t fix.