Final Expense Customer Service 2022

[rousemark]

130%?

Not direct...

 

[noah]

I hate the hold times but I also love it. While we're on the phone trying to get details and we are on hold for 15-20 minutes that's excellent wedge building time. "Good thing it's not your family calling to make a claim".

If this was easy the companies would pay college kids $10/hr to go around and pick up applications.

All in a day's work. The service work I do leads to referrals down the road. Most o my referrals come a few years later. After I've delivered their policies, answered my phone on bank changes, helped with beneficiary changes, etc. People are fed up with being on hold and press 1 and such.

I just wrote a guy from a referral. His sister in law got a policy from me 4 years ago. He was complaining about his policy with WoW and how much trouble they are to deal with. My client told him to call me.

I'm sending a cash value letter to a case worker right now for one of my client's annual reviews. Those don't lead to referrals in the moment. But over time they do.

I just had a funeral home send me a nice thank you letter. They say I'm the only agent that ever helps them with claims.

You give and you get. You can't go thru life with a catcher's mitt on both hands.

I have had 2 new DE payment forms that had been paying good with existing clients declined.
One was a husband/wife on his card. His went through her's was declined. The money was absolutely on the card. They are calling me telling me to take it off the card.
Of course Trans will roll it to the following month and charge 2 premiums.
Hold times at Trans are 1hr+ just to find out what went wrong.
Who has the time ?
I filled out the forms,tokenized them,sent them in 2x and received confirmation.
They are flat out dropping the ball.
1 policy has lapsed where I sent the form in.
They are a mess !
How do you fix that ?
I see other policies that have been inforce dropping off the books,when I call them many are angry because they cannot get service,have misplaced my number.
I faxed Baltimore Life 2X on 08/20 to stop a draft,request a surrender form and they still drafted her and never sent the form.
There is absolutely zero accountability in these workplaces.
Who do you report this stuff too ?

 

[jdeasy]

I have had 2 new DE payment forms that had been paying good with existing clients declined.
One was a husband/wife on his card. His went through her's was declined. The money was absolutely on the card. They are calling me telling me to take it off the card.
Of course Trans will roll it to the following month and charge 2 premiums.
Hold times at Trans are 1hr+ just to find out what went wrong.
Who has the time ?
I filled out the forms,tokenized them,sent them in 2x and received confirmation.
They are flat out dropping the ball.
1 policy has lapsed where I sent the form in.
They are a mess !
How do you fix that ?
I see other policies that have been inforce dropping off the books,when I call them many are angry because they cannot get service,have misplaced my number.
I faxed Baltimore Life 2X on 08/20 to stop a draft,request a surrender form and they still drafted her and never sent the form.
There is absolutely zero accountability in these workplaces.
Who do you report this stuff too ?

I've had pretty good luck getting trans on the phone the last few months. But if I have to wait, I wait. That's my job.

I rarely send faxes to top drafts. I call with the client to stop drafts. I can't think of a company that won't stop the draft right away with a call. Does that take more time? Yes. But again, that's my job.

Who do you report this stuff to? Seriously?

Report it to the next person that cares. If you find that person let me know.

 

[noah]

I've had pretty good luck getting trans on the phone the last few months. But if I have to wait, I wait. That's my job.

I rarely send faxes to top drafts. I call with the client to stop drafts. I can't think of a company that won't stop the draft right away with a call. Does that take more time? Yes. But again, that's my job.

Who do you report this stuff to? Seriously?

Report it to the next person that cares. If you find that person let me know.

So when you are in the field running appointments on a very tight schedule you will sit in the house for an extra hour or two after completing the sale and wait on hold for customer service ?

You constantly point out how terrible it is to get Am Am,other companies on the phone.

Didn't you invent the term "business prevention department? "

Senior Life,who should be called "Senior Preditor"will not remove the draft over the phone. They require a signature,emailed or faxed. They get replaced all the time so of course they intentionally make it difficult for customers to cancel.

Not only does the client need to stop the draft on the monthly premium they require an additional step to stop the draft on Legacy Assurance which is a complete scam. That step can be done on the phone without a signature.

I have not met one client that was aware this draft was separate. They think it's part of the death benefit. Complete and outright fraud.

Good to know you have developed patience for "customer no service".

 

[jdeasy]

So when you are in the field running appointments on a very tight schedule you will sit in the house for an extra hour or two after completing the sale and wait on hold for customer service ?

You constantly point out how terrible it is to get Am Am,other companies on the phone.

Didn't you invent the term "business prevention department? "

Senior Life,who should be called "Senior Preditor"will not remove the draft over the phone. They require a signature,emailed or faxed. They get replaced all the time so of course they intentionally make it difficult for customers to cancel.

Not only does the client need to stop the draft on the monthly premium they require an additional step to stop the draft on Legacy Assurance which is a complete scam. That step can be done on the phone without a signature.

I have not met one client that was aware this draft was separate. They think it's part of the death benefit. Complete and outright fraud.

Good to know you have developed patience for "customer no service".

I'm not on hold after the sale. There is no sale until I have the information from the company. I've had SL stop the draft by phone. But if one needs it in writing I'll have the person sign it and use my turbo scan and email it right on the spot. Very few times I've needed to do that.

I normally do the stop draft call when I deliver the policy. But I won't leave a home where I'm doing business to go to an appointment with someone I haven't met yet. Sometimes that hold time is very motivating for them to go find that policy.

But even with a policy I prefer to call. Many, many times we learn on the phone about that loan they took that they "forgotten" about.

 

[noah]

I'm not on hold after the sale. There is no sale until I have the information from the company. I've had SL stop the draft by phone. But if one needs it in writing I'll have the person sign it and use my turbo scan and email it right on the spot. Very few times I've needed to do that.

I normally do the stop draft call when I deliver the policy. But I won't leave a home where I'm doing business to go to an appointment with someone I haven't met yet. Sometimes that hold time is very motivating for them to go find that policy.

But even with a policy I prefer to call. Many, many times we learn on the phone about that loan they took that they "forgotten" about.

You still deliver all policies?

You must not replaced SL in a while because now they make it difficult.

What information do you need from the company if your stopping a draft ?

So you rarely fax a company to stop a draft but you email them ?

I use a portable scanner too,they are super handy. I fax it on the spot and leave them the original. Done.

Do you have some sort of index you can share listing the CS email addresses for companies?

I use the Contact Companies index which has phone,fax numbers but no emails.

Many times it's after normal business hours or just inconvenient. Clients hate the hold times and are ready to move on,have things to do.

If they have forgotten about a loan that usually works in the agents favor and seals it !

 

[rousemark]

You still deliver all policies?

You must not replaced SL in a while because now they make it difficult.

What information do you need from the company if your stopping a draft ?

So you rarely fax a company to stop a draft but you email them ?

I use a portable scanner too,they are super handy. I fax it on the spot and leave them the original. Done.

Do you have some sort of index you can share listing the CS email addresses for companies?

I use the Contact Companies index which has phone,fax numbers but no emails.

Many times it's after normal business hours or just inconvenient. Clients hate the hold times and are ready to move on,have things to do.

If they have forgotten about a loan that usually works in the agents favor and seals it !

Why use a portable scanner instead of just taking a photo of the document and attaching it to an email?

 

[jdeasy]

You still deliver all policies?

You must not replaced SL in a while because now they make it difficult.

What information do you need from the company if your stopping a draft ?

So you rarely fax a company to stop a draft but you email them ?

I use a portable scanner too,they are super handy. I fax it on the spot and leave them the original. Done.

Do you have some sort of index you can share listing the CS email addresses for companies?

I use the Contact Companies index which has phone,fax numbers but no emails.

Many times it's after normal business hours or just inconvenient. Clients hate the hold times and are ready to move on,have things to do.

If they have forgotten about a loan that usually works in the agents favor and seals it !

1. I recently replaced and surrendered an SL. We stopped the draft by phone. I sent in a signed note to surrender.

2. I do deliver policies.

3. I need to know what they have. How much they are paying. How much cash value there is. Are there any loans. I also ask about beneficiaries in case it's not what it should be. I can't make a recommendation without their info. So since I have not made a sale yet I'm not stopping the draft.

4. I rarely email a stop either. If they say on the phone that they need something in writing I ask them what email to send it to. Or fax if they prefer.

5. FEX agents have access to that database. Company numbers, fax numbers and emails. It's constantly updated. Also a database of company specific surrender forms. I rarely use that as I keep my own files. And always have them with me. Does your IMO not provide these services?

6. I don't work when companies aren't open. And if the person is not willing to wait on hold then they are not interested in continuing. But I get that out of the way up front. I don't present to uninterested people. I have never had a person bail because of the wait. If you are having that problem often then there's something wrong earlier in your presentation.

7. Yes, it's always good for me when a loan is disclosed on the phone. That's another reason why I call. Just like beneficiary info surprises work in my favor. Getting that corrected even if I don't sell them that day will lead to business one day.

 

[DonP]

1. I recently replaced and surrendered an SL. We stopped the draft by phone. I sent in a signed note to surrender.

2. I do deliver policies.

3. I need to know what they have. How much they are paying. How much cash value there is. Are there any loans. I also ask about beneficiaries in case it's not what it should be. I can't make a recommendation without their info. So since I have not made a sale yet I'm not stopping the draft.

4. I rarely email a stop either. If they say on the phone that they need something in writing I ask them what email to send it to. Or fax if they prefer.

5. FEX agents have access to that database. Company numbers, fax numbers and emails. It's constantly updated. Also a database of company specific surrender forms. I rarely use that as I keep my own files. And always have them with me. Does your IMO not provide these services?

6. I don't work when companies aren't open. And if the person is not willing to wait on hold then they are not interested in continuing. But I get that out of the way up front. I don't present to uninterested people. I have never had a person bail because of the wait. If you are having that problem often then there's something wrong earlier in your presentation.

7. Yes, it's always good for me when a loan is disclosed on the phone. That's another reason why I call. Just like beneficiary info surprises work in my favor. Getting that corrected even if I don't sell them that day will lead to business one day.

What if your replacing a policy on Sept 1 and the draft date is sept 3 ? If you don't stop the draft on the phone they'll get hit with draft from both CO's . By the time they receive your fax and process it will be the 7 th or so . All these replacements you do the cs rep never refuses to talk to you as the agent basically knowing your going to replace it ? I had a primerica rep last year refuse to give me info with client right there . She tried to talk directly to client to not let anyone replace . I've had aarp reps try to transfer the customers call to an in-house agent when they suspect a replacement.

 

[jdeasy]

What if your replacing a policy on Sept 1 and the draft date is sept 3 ? If you don't stop the draft on the phone they'll get hit with draft from both CO's . By the time they receive your fax and process it will be the 7 th or so . All these replacements you do the cs rep never refuses to talk to you as the agent basically knowing your going to replace it ? I had a primerica rep last year refuse to give me info with client right there . She tried to talk directly to client to not let anyone replace . I've had aarp reps try to transfer the customers call to an in-house agent when they suspect a replacement.

Right. That's why I stop the draft by phone. So they don't pay 2 companies. If there's not time to stop the draft then I don't start the new one until the next month.

Yes, the CSR's get very nasty sometimes. I love it when they do. It's always on speaker. Their soon to be former client can hear it all. CFG will hang up if you tell them you are an agent. That really sits well with their soon to be former client.

Sometimes when the rep starts talking to the client I will simply ask them if they are a licensed agent. None of them are. Once they say know I tell them, "you are not allowed to discuss those things unless you are licensed and this is being recorded".

Of course they know why you're asking those questions. I recently had a lady at OA say, "I see what's up here".

That stuff doesn't bother me. The difficult companies I usually prep the client before, "they are going to very, very difficult on the phone. They will be rude but just let me take care of it".

Recently had a 78 year old lady say to me after I warned her, "they don't want me to go all red neck on them".