Enrollment Practices for Voluntary Products

Cost: $3,000; published 2016

Multiple enrollment options and a flexible and simplified process remain essential for successful voluntary enrollments; good participation and retention of the business depends on both. As the enrollment landscape continues to evolve and incorporate new enrollment channels (i.e. exchanges) and technological improvements, carriers must be able to adjust their approaches and systems to meet any new demands from brokers, employers and employees.

The purpose of this report, Enrollment Practices for Voluntary Carriers, is to look at the carriers’ current enrollment practices and methodologies and, where appropriate, to compare these findings with those from the 2009 and 2013 studies. With this information, carriers can get a better understanding of how their enrollment capabilities stack up against their competitors and where changes or enhancements need to be made to remain competitive.

View Table of Contents

1. Executive Summary

A. Report Objectives
B. Methodology
C. Key Findings

2. Carrier Overview and Results

A. General Carrier Information and Results

1. Product Platform
2. 2014 Overall Sales Results and Percent Voluntary/Worksite
3. Typical Voluntary Case Size

3. Detailed Carrier Findings

A. Enrollment Logistics, Methods & Importance

1. Enrollment Set-up
2. On-site Enrollment Management
3. Voluntary Enrollment Methods Accepted
4. Preferred Enrollment Method
5. Multiple Enrollment Methods for One Account
6. Requirements for Meetings
7. Enrollment Differentiation
8. Importance of Enrollment Capabilities to Brokers
9. Importance of Education during Enrollment
10. Enrollment Communication Best Practices

B. Laptop Enrollment Capabilities

1. Laptop Software/System
2. Laptop Enrollment Case Set-up & Other Company Products
3. Loading of Products on Third-Party Systems
4. Employee Data Confidentiality & Access to Company Laptops

C. Web Enrollment Capabilities

1. Web-based Enrollment Platform
2. Web-based Enrollment Case Set-up & Other Company’s Products
3. Web-system Functionality
4. Web Enrollment Minimum Case Size
5. Commission Modifications for Web Enrollment
6. Broker Web Platforms
7. Third-Party Web Platforms
8. Electronic Signature Methods
9. Product Restrictions for Web Enrollments
10. Requirements for Underwriting Questions
11. Web System Availability and Integration

D. Call Center Enrollment Capabilities

1. Call Center Own or Outsource
2. Outsource Vendor Capabilities

E. Frequency of Usage and Participation Rates

1. Percentage Enrollment Paper vs. Electronic
2. Percent Enrolled by Method and Percent Basis
3. Participation by Enrollment Method

F. Enrollers

1. Enroller Source
2. Enroller Status
3. Number of Salaried Enrollers and Average Compensation
4. Enroller Additional or Bonus Compensation
5. Per-diem Enroller Average Rate
6. Other Compensation—All Enrollers
7. Who Pays the Enroller
8. Enroller Recruiting Methods
9. Enroller Training
10. Enroller Certification

G. Enrollment Process and “Norms”

1. Number of Products Typically Enrolled
2. Pre-Enrollment Communication Materials
3. Enrollment Kits
4. Personalized Enrollment Materials
5. Post-Enrollment Services
6. Re-enrollment Schedule
7. Initial vs. Re-Enrollment Procedures
8. Re-Enrollment Responsibility

H. Current Issues and Future Trends

1. Unique Voluntary Enrollment Challenges
2. Enrollment Trends and Changes




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