Liberty Bankers ... What's Up?

[Life Hawk]

Used LBL on Friday to save a client who's loosing original carrier due to bank changes. Fill out the app... call the company ... no one to take the call???

Get an e-mail that they have changed the system... no "Yes/No" while you wait, have to wait for a call back in 15 min.

Met with lady today to do the call... waited almost 20 min to get someone on the line. When finished was told they would let me know in a few days????

Anyone know what's up?

 

[Baseball7]

They took the call center remote, and it's a mess.

 

[Life Hawk]

They took the call center remote, and it's a mess.

Did they warn agents before they did this?

 

[shonceman]

Did they warn agents before they did this?

They sent this e-mail, which must have gone to my spam folder. (I didn't know about it until I got another email from a different division referencing it.):


Subject: POSTI back up and New Temporary Phone#

Dear LBIG Agent:

We apologize to our valued field force for the lapse in POSTI service on Friday. Our new business/underwriting teams have been working continuously throughout the weekend to transition the service and have it back up Monday morning. While we strive to make this experience as simple as possible, please note the few TEMPORARY, including the phone number, changes to our paperless application process:

1. Agents will call 844-442-9867. (Temporary New Number)

2. DIMA will complete the application with both the Agent and Applicant. The call will then end.

3. The application will be retrieved electronically by a DIMA underwriter. They will underwrite the case, including calling the applicant, when necessary, to clarify any material issues with the health of the proposed insured.

4. The underwriter will make an underwriting decision and will contact the agent with the decision. The target time is 15 minutes or less after the call.

5. The system will send the application for processing.

We are working hard to avoid any further disruption and we appreciate your patience and support.

 

[Life Hawk]

They sent this e-mail, which must have gone to my spam folder. (I didn't know about it until I got another email from a different division referencing it.):


Subject: POSTI back up and New Temporary Phone#

Dear LBIG Agent:

We apologize to our valued field force for the lapse in POSTI service on Friday. Our new business/underwriting teams have been working continuously throughout the weekend to transition the service and have it back up Monday morning. While we strive to make this experience as simple as possible, please note the few TEMPORARY, including the phone number, changes to our paperless application process:

1. Agents will call 844-442-9867. (Temporary New Number)

2. DIMA will complete the application with both the Agent and Applicant. The call will then end.

3. The application will be retrieved electronically by a DIMA underwriter. They will underwrite the case, including calling the applicant, when necessary, to clarify any material issues with the health of the proposed insured.

4. The underwriter will make an underwriting decision and will contact the agent with the decision. The target time is 15 minutes or less after the call.

5. The system will send the application for processing.

We are working hard to avoid any further disruption and we appreciate your patience and support.

Received the same email. Not a single reference to Liberty Bankers Life. Beyond frustrating that something so important to our business is done in such a poor way.

 

[shonceman]

Received the same email. Not a single reference to Liberty Bankers Life. Beyond frustrating that something so important to our business is done in such a poor way.

I love Liberty Bankers so much I only drink red, white, and blue Koolaid! I'm probably more inclined than most to give them a pass, because they've always treated me so well. So, take what I say with a grain of salt. But all the companies were taken by surprise as much as any of us were. Even though LBL was one of the first to adopt telephonic apps, I'm speculating that they may not have been prepared for the volume that's hit them in the last week or two. Couple that with LBL's main POS service (DIMA) trying to move their people to a work from home model at the same time, I'm not at all surprised that there might be a glitch or two in the process.

I only have appointments with a couple of the "usual suspects" for FE. The other contracts I have are mainly with smaller, regional carriers, I spent a couple hours on the phone with some of those between Friday and Monday. They're all in the process of getting their home office employees set up to work remotely, making plans to conserve the business they already have, and trying to figure out how to help agents work over the phone all at the same time. It may take a minute.

 

[Crazytiger]

I love Liberty Bankers so much I only drink red, white, and blue Koolaid! I'm probably more inclined than most to give them a pass, because they've always treated me so well. So, take what I say with a grain of salt. But all the companies were taken by surprise as much as any of us were. Even though LBL was one of the first to adopt telephonic apps, I'm speculating that they may not have been prepared for the volume that's hit them in the last week or two. Couple that with LBL's main POS service (DIMA) trying to move their people to a work from home model at the same time, I'm not at all surprised that there might be a glitch or two in the process.

I only have appointments with a couple of the "usual suspects" for FE. The other contracts I have are mainly with smaller, regional carriers, I spent a couple hours on the phone with some of those between Friday and Monday. They're all in the process of getting their home office employees set up to work remotely, making plans to conserve the business they already have, and trying to figure out how to help agents work over the phone all at the same time. It may take a minute.

I would rather inspect steaming piles of dog $#!@ for a living than depend on Liberty Bankers to scratch out a living

 

[goillini52]

I would rather inspect steaming piles of dog $#!@ for a living than depend on Liberty Bankers to scratch out a living

Wow. Well, better get started.

 

[shonceman]

I would rather inspect steaming piles of dog $#!@ for a living than depend on Liberty Bankers to scratch out a living

Well, they're not the only bullet in my gun. But I've been very pleased with them, and write them a lot. The part about that you may not know is that besides writing FE, I also run a substantial Home Service agency. LBL offers the best Home Service contract there is, and I do a little better than "scratching" with it.

 

[tribetime32]

They told us today that decisions will be taking 24-48 hours. They are overloaded with telesales business. I guess that's a good problem to have for them. Hopefully they can take advantage of this situation and get things back on track, or one of these other carriers is going to hire a bunch of people and do 100% teleapps.