Trusted Business Partners & Friends,
As I have spoken to some of you in recent days during this unique time, I believe it valuable to now communicate to a larger audience of leaders, as most of you share the same timely questions. This email is intended to provide information specific to our Long Term Care business and our preparedness to serve you and your clients. First and foremost I would ask that you share with your organizations that Transamerica’s LTC line of business is fully operational & committed to accept, underwrite and place business – both individual & worksite – without disruption.
We are in the fortunate position in that we have executed on a long term strategy that put in place processes & technologies that now allow us to sell, underwrite and service your business without interruption. Importantly, during a time where many agents and clients wish to avoid contact for a period of time, we have tools & resources available which allow for a completely remote experience.
I’ve attempted to highlight important elements of the sales and business processing cycle below. Much of which should bring comfort and clarity to agents & clients alike. It is my intention to address only what is most meaningful to your organizations and convey the fact that we are fully operational throughout the sales cycle – Application submission through policy delivery.
Submitting Business – Full eApp Remote Selling Capability : While many utilize this resource, we have discovered in recent days , many are not aware of this tool. It is available via the Agent Resource Center (ARC) agent portal www.TALTC.com Licensed Agents can log into ARC and access the eApp which provides guided navigation to ensure that it is completed in full. As part of this process, agents & clients can utilize DocuSign to sign and submit applications.
Please share & socialize the following eApp training: https://www.brainshark.com/aegon/vu?pi=zHpzcWllRzZ7s4z0
{For technical support related to eApp please contact us @ 855-556-5440 or email webapphelp@transamerica.com between 7:30 AM – 6:30 PM CST.
Underwriting – This team has been primarily remote for years. There has been no interruption or changes to their practices. Valuable to reinforce are the following:
- NO PARAMEDS – Transamerica does not order Paramed Exams for our LTC business
- Face-to-Face visits – since 2017 less than 5% of our submitted lives have required F2F visits
- APS/medical records – we are monitoring closely yet have not yet experienced notable delays
- PHIs, prescriptions drug reports, and other elements of the underwriting process are unaffected and ‘business as usual’
- We are working very closely with all vendors to find additional areas where we can modify processes to ensure smooth processing. The U/W team is also ensuring that they pursue every alternative to reach a decision without having to trigger additional requirements
Sales Desk & Related Support – Working through the weekend, the team is running on a 100% uptime, remote basis with no changes to business hours or services. (888) 545 – 2713
New Business Processing and Support – As part of our business continuity plan, we have this team fully functional. I have spoken with leaders today that have outlined the steps we have taken to ensure the continuity of the business. In addition to newly implemented procedures during this time, our Information Technology team has been exceptional. Our infrastructure has allowed for seamless continuity of our business.
What to Expect Next – We are working on an agent communication that would be sent to all agents. However, with so many timely requests of our marketing/comm team, it is going to take time to finalize and distribute; Which Is why I am communicating with you directly by email this afternoon. In coming days, we will also be updating ARC to highlight the availability of our eApp Tool, post trainings and other resources.