Enrollment and Technology Funding Practices of Voluntary Carriers Spotlight™ Report

Cost: $3,500; published 2021

As enrollment technology and methods continue to evolve and in-person access to employees declines, it is more important than ever for carriers to understand, invest in and support new and varied options for effectively enrolling voluntary products. Carriers must work with and meet the needs of a variety of customers — brokers, employers, employees and technology vendors/platforms — to remain competitive. Partnering with technology companies to deliver more interactive and educational online enrollment experiences is vital to continue meeting participation and retention goals.

The objective of the 2021 Enrollment and Technology Funding Practices of Voluntary CarriersSpotlight™ Report is to review voluntary carriers’ current enrollment services, methods and preferences as well as their approach to technology funding and their results by enrollment method.  Key topics covered in the report include:

  • Enrollment responsibilities, management and requirements
  • Enrollment methods accepted and preferred
  • Enrollment communication best practices
  • Enrollment platforms used and preferred
  • Sales by type of enrollment platform (3rd party versus proprietary)
  • Call center enrollment capabilities
  • Technology funding practices and results
  • Participation rates by enrollment method
  • Strategies to drive participation and streamline enrollments
  • Enroller sources and practices
  • Enrollment process and “norms”
  • Current issues and future trends for voluntary enrollments

With this information, carriers can compare their enrollment and technology funding strategies and results with competitors to determine ways to enhance and fine-tune their own approach to this ever-changing, crucial process.

View Table of Contents

1. Executive Summary

A. Report Objectives

B. Methodology

C. Key Findings

2. Carrier Overview

A. General Carrier Information

1. Product Platform

2. Typical Voluntary Case Size

3. Detailed Carrier Findings

A. Enrollment Logistics, Methods & Importance

1. Enrollment Organization Responsibility

2. Onsite Enrollment Management

3. Voluntary Enrollment Methods Accepted

4. Preferred Enrollment Method

5. Requirements for Meetings

6. Enrollment Communication Best Practices

7. Enrollment Differences by Case Size

B. Enrollment Platform Specifics

1.Number of Enrollment Platforms

2.Platform Decision and Case Set-Up Process

3.Preferred Platforms

4.Preferred Platforms Differences

5.Process for Becoming a Preferred Platform

6.Default/Preferred Platform

7.Access to and Charges for Default/Preferred Platform

8.Case Set-up for Default/Preferred Platform

9.Enrollment of Other Company's Products

10.Top Three Enrollment Platforms by Sales

11.Mix of Sales by Type of Platform

12.Electronic Enrollment Decision-Support and Education Tools

13.Support for Unassisted Online Enrollments

14.Other Enrollment Technology Investments

15.Commission Modifications for Self-Service Enrollments

C. Call Center Enrollment Capabilities

1.Own or Outsource Call Center

2.Call Center Enroller License Requirements

3.Compensation for Call Center Enrollers

4.Types of Calls Offered

5.Outsource Vendor Capabilities

D. Technology Funding/Fees

1.Frequency of Technology Funding Requests

2.Case Size for Technology Funding Requests

3.New vs. Existing Case Technology Funding Requests

4.Technology Funding Request Process for New vs. Existing Case

5.Decision Basis for Technology Funding Payment

6.Determination of Amount of Fee/Subsidy

7.Timeframe for Subsidy

8.Employer Requirements for Subsidy

9. Percentage of New Cases with a Subsidy in 2020

E. Frequency of Usage and Participation Rates

1.Percentage Enrollment Paper vs. Electronic

2.Percent Enrolled by Method

3.Strategies to Drive Participation

4.Steps to Streamline Enrollment

F. Enrollers

1. Enroller Source

2. Enroller Bonus Compensation for Renewal or Retention

4. Per Diem Enroller Average Rate

5. Other Compensation - All Enrollers

6. Enroller Training

G. Enrollment Processes and "Norms"

1. Number of Products Typically Enrolled

2. Pre-Enrollment Communication Materials

3. Enrollment Kits and Personalized Materials

4. Active Enrollment Waiver of Participation

5. Re-Enrollment Schedule

6. Initial vs. Re-Enrollment Procedures

7. Re-Enrollment Responsibility

8. Post-Enrollment Services

9. Most Valued/Requested Enrollment Services

10.Biggest Challenges Providing Enrollment Services

H. Current Issues and FutureTrends

1. Unique Voluntary Enrollment Challenges

2. Enrollment and Technology Trends and Changes




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