On Friday, October 23rd (a week into the 2021 AEP) our entire office joined a Zoom meeting for an update on the company among other things that you would not find interesting. The meeting started as usual, but during our President’s rousing Friday morning speech he stopped talking…then again, was he frozen…Oh! Everyone is frozen!
Was it me?
Was it my iPad?
Not this time! Everyone’s Zoom meeting crashed.
Apparently at shortly after 9AM there was an internet outage in our area. One might say we were “off the grid.” Now, I know that’s an exaggeration, but I started to think: We’ve been so dependent on the internet, even encouraging agents to communicate with their clients online, invest in an online CRM(link), submit eApplications, etc. …what do agents do if they lose internet access at the office?
While staring at my spinning Zoom call, I thought of two alternatives:
1.) Keep important information on your computer server
2.) Have an alternative internet connection
Let’s dive into the details!
Keep Important Information On Your Computer Server
Typically, an existing client calls into the office because they need something. That could be:
- Policy numbers
- More competitive Medicare Supplement options
- Alternative products (Life, Critical Illness, DVH)
- Questions on filing a claim
The backup information you should store on your computer is information that the client might need. I decided that there are 3 main sections that you should look at when storing information on your server:
1.) Client Contact Information
Our Marketing Department has always recommended an online CRM to safely store your client’s information. An alternative is to save your client’s applications and policy numbers to a secure server so if they call in you have all their information from their previous or current carrier application. Regularly exporting a copy of the data in your online CRM is a way to have a “best of both worlds” type solution.
2.) Carrier Contact Information
This is something that can be stored in a CRM as well, but it never hurts to have this information on your desktop saved in an excel sheet. You will want to save important information such as:
- Phone number (Agent Support, Policyholder Support, Underwriting, New Business, etc)
- Fax number (New Business and Underwriting)
- Mailing address (New Business)
Carrier information stored on your computer might not be the fastest to find information, but you will have what you need to submit business or help a client while there’s no internet access.
3.) Carrier Supplies
Most carrier supplies can be downloaded to your computer, with the exception being some Medicare Advantage or Prescription Drug applications that are individually barcoded. While you still have access to your carrier’s websites, we suggest that you download forms to store on your computer or laptop to have right at your fingertips. If you are having trouble downloading forms, feel free to give our Marketing Department a call and we can email you the PDFs you need. Forms that you should always have on hand are:
- Applications
- Rates
- Brochures
- Outline of coverage
- Replacement form
- HIPAA form
Be sure to set a reminder in your calendar to keep your “offline” copies up to date. Many cloud storage apps like Dropbox, and OneDrive have a desktop application that allows you to sync your files to your desktop automatically giving you can always current and offline accessible copy of your stored carrier forms.
Have An alternative Internet Connection
If you are the type of agent that needs the internet to submit business, then we suggest that you have an alternative to your internet connection. A couple of ideas that we suggest are:
1.) Switch to Cellular Networks
Typically, if your wired internet connection goes out, your wireless connections are still operating. Switch to a device that uses a cellular network to access the internet like your smart phone. Or use your cell phone to tether your tablet, iPad, or laptop to your cellular service. This will allow you to have internet access thru your data carrier. Keep in mind the internet speed will be slower, and if you have limited data using the internet through your cellular network could increase your monthly bill. Using a cellular network is a good and often quickly accessed alternative if you need to be on the internet for brief amount of time but not for the long hull.
2.) Mobile broadband
Using mobile broadband is like using your cellular network, but instead of tethering through your mobile device, your using cellular data through a separate device that provides a mobile internet connection. This creates what most people call a WIFI “hotspot” allowing you to work from anywhere. The connection is better than running through your mobile device, but the cost of an extra line can be pricey. However, if you are an agent that has a traveling office this might be a good investment for your business since it allows you to access the internet on any of your devices, even those without cellular connections.
3.) Go To Where There’s Free Wifi
If you need WIFI in a pinch and your office is “off the grid,” we suggest you go where there’s free WIFI. College students, millennials, and bloggers do it, and so should you! Drive to the nearest Starbucks, grab a cup of coffee and connect your laptop to the free WIFI. If you are not in the mood for coffee, typically the local library will have free WIFI to help you out, or use a site (or app) like WifiMap which will allow you to search for Free WIFI hotspots near you. If you lost internet in your home office this is great alternative if you have business to submit the same day. One word of caution when using a public and open access network: these networks are not always 100% secure. It’s a best to avoid entering, sharing, or accessing any of your own or your client’s personal information. But these WIFI hotspots are great for downloading forms or looking up rates.
Conclusion
If you are curious to know, our internet connection came back in roughly 90 minutes and our business survived! And, if anything, hopefully you can learn from our internet outage so now you can have a backup plan to keep your business running smoothly.
Have any tips to share about alternative internet access or what you do when you lose internet? Leave a comment below!
Like everyone in the United States and around the world, we’re dealing with the effects of the COVID-19 outbreak. In Maryland, where Senior Benefit Services is located, and the surrounding states, most non-essential businesses are being shut down and people are encouraged to practice social distancing. Social distancing in particular can be a disaster for most agents in the senior market that work with clients face to face. But your business doesn’t have to shut down completely! Agents still have the opportunity to continue communicating with their clients over the phone or video chat (ie Skype or FaceTime) and submit applications online through the carriers’ website.
You Have Access To Electronic Applications (e-Apps)
Many carriers, especially Medicare Supplement carriers, offer some form of electronic application. Electronic applications (or e-Apps) are the same as the paper applications and are available for many different products like Medicare Supplement, Final Expense, and other Ancillary products (ie. Hospital Indemnity, Cancer, Heart Attack and Stroke, etc.). Most e-Apps are located on the carrier’s agent portal and only require internet connection to be successfully completed. As we mentioned before, the client does not need to be in the same room as you for the application to be completed. You can simply communicate with the client over the phone and submit the application online directly to the carrier.
Would The Client Still Need To Sign The Application?
Yes! The client will need to provide a “signature” in order to complete their e-app, though how that “signature” is captured does vary by carrier. The most common ways for a client to provide a signature is by phone verification, email signature, or using a passphrase. With the phone verification you will direct your client to call the carrier to complete the application process after the e-App was submitted digitally to the carrier. The email signature is a fast way of sending a verification email to your client for them to digitally sign to confirm their application. A passphrase is used in place of a signature, and combines multiple pieces of information together to validate an app. For example using your client’s name along with their mother’s maiden name, is popular combination with some carriers.
New To e-Apps? Practice!
If you never used an e-App before you will find the information and questions will not be any different from a paper application. But since the process is different we strongly encourage you to run through the e-App before you have a client on the phone ready to complete it. You are able to practice submitting an application with most carriers with a feature called “Sandbox.” Here you can familiarize yourself with the e-App before calling your client to submit the app. However, if the Sandbox feature is not available through the carrier we suggest practicing with a sample client (Example Name: S. Ample), so you can practice submitting an e-App to familiarize yourself with the online application process. But DO NOT press submit!! Otherwise your “S. Ample” application will be submitted to the carrier for consideration.
Other Benefits of Using An E-App
Putting the COVID-19 Pandemic aside, using an e-App can be beneficial for you and your client in the long run. By utilizing the carrier’s e-App there are no more missing pages, missing questions, or even incorrect writing numbers (happens more often than you think!). Additionally, most e-Apps provide a rate calculator before the online application process begins so you’ll always have the correct premium for your client. Some carriers also allow dual applications where your client can purchase more than one product all on a single application. For example, with Aetna Supplemental products, your client can purchase a Medicare Supplement and a Hospital Indemnity plan on the same e-App. Finally, the biggest benefit of using an e-App is your client’s application will be submitted immediately to the carrier, so no more faxing or mailing forms, and no more possibly expired applications.
With all this current uncertainty you can still keep your business going strong by utilizing the technology carriers are already offering. If you haven’t already, start learning more about what e-Apps your carriers offer today! Check out our list of the carriers below that offer e-Apps for their agent. Interested in a particular carrier? Contact the Marketing Department for more information and how to get appointed.
Our Carriers that offer e-Apps:
- Aetna
- Atlantic Coast Life
- Bankers Fidelity
- Cigna
- Combined
- Great Southern Life Insurance Company
- Guarantee Trust Life
- Heartland National
- Humana
- Manhattan Life Assurance (DVH)
- Medico
- Mutual of Omaha
- Transamerica Premier
- United American
- Western United