1035 Exchange Support for Large Life Insurance Carrier

Challenges

• eNoah was asked to handle the required call count along with processing Transfers, NTC and Clean-up activities.
• eNoah was able to process the Transfers and NTC only during the call waiting time or after completing the call count.
• Due to this, it created delay on submitting the fax and its related paperwork to other carriers.
• Screen navigation for processing both Transfers and Calls consumed more time to complete the entire process. Some steps were missed while processing.
• As we had initial backlog in 1035 calling, the team was fully devoted to complete the call volume.

Our Solution

• eNoah segregated the entire 1035 process into 2 activity
  types:
  • Non voice activities which include notice to carrier, transfer forms and clean-up process) are done in US Evening hours.
  • Voice activities which included calling the carriers for updates and information are done in the US Day hours.
• Business Continuity Plan has been initiated by moving the US
  overnight activities to BCP location

Key Benefits

Benefits:

• All the activities are completed
• The Carrier is able to focus on core activities.
• eNoah fine tuned the entire process flow to insure no steps were left out negating delays and errors.

Achievements:

• We were able to do 30+ calls per dedicated resource
• Achieved a 33% higher efficiency rating in call output
• Maintained a 99.9% Quality rating in all the areas

Additional processes:

• Forms Replacement Review & Processing as well as Life 1035
  exchange has been assigned to eNoah