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1. Section C Duplicate Policy and ID Card Inquiries Statements of Coverage Benefit Summary Letters Handling Requests for Benefit Summary Letters for Policies 7 45 in Ben Pro Duplicate Policies Overview Processing Requests for Duplicate Policies in Ben Pro Processing Requests for Duplicate Policies in ToolBox Handling Requests for Duplicate ID Cards Handling Requests for Statements of Coverage for Policies in 7 46 ToolBox SAMPLE Reference Document CSR Training 3 Ben Pro User Manual Section A Coverage Inquiries Section Overview In this section The table below lists the topics in this section Checking Coverage on Policies in Ben Pro Checking Coverage on Policies in ToolBox Accessing Sample Contracts Answering Inquiries on Duplication of Benefits SAMPLE Reference Document CSR Training 4 Ben Pro User Manual Checking Coverage on Policies in Ben Pro When to use Use this procedure when callers want to review the coverage provided by this procedure their contracts including which benefits and riders are associated with the policy the daily benefit amount associated with each benefit and rider the age of the policyholder when he or she applied the underwriting class given to the policyholder such as Select Rate 1 etc e the policyholder s core benefit details including o daily benefit DB o elimination period EP o benefit period BP o o inflation riders and discounts and e rid2. a docutools 5 Generic Manual The following sample represents a typical manual that might stand alone as a user manual or could be used a Participant Manual for training purposes The sample s layout headings tables and icons were all created using DocuTools 5 Ben Pro User Manual Chapter 2 Benefits and Riders Inquiries Overview Introduction This chapter contains information to help CSRs answer calls from policyholders their immediate family members and providers about understanding policy coverage duplication of benefits inflation options how to calculate current daily benefits and obtaining replacements for lost policies In this chapter The table below lists the topics in this chapter Answering Inquiries on Duplication of Benefits Section B Daily Benefit Calculations and Inflation Offer 7 19 Inquiries Calculating Current Daily Benefits Using the Current Daily Calculating Current Daily Benefit on Policies in Ben Pro with Lo i Calculating Current Daily Benefit Using the Daily Benefit 7 30 Calculation Tables Excel Spreadsheet Simple or Compound Inflation Only mm epr a m Too j A with CPI Only 736 Handling Questions About Inflation Offers 7 36 Sending Duplicate Inflation Option Offer Letters 7 27 Current Daily Benefits on Policies in ToolBox 7 34 Continued on next page SAMPLE Reference Document CSR Training 2 Ben Pro User Manual Overview Continued In this chapter continued
3. L PARTNER DISC YES BOTH APPLY FAMILY GROUP NO Process SPONSORED GROUP YES Next Previous Ee Use the table below to complete this step IF you THEN need to check the press ESC twice to return to the riders as well Policy Subsystem screen and go to the next step do not need more stop here and information press Esc until the View Contract screen displays to return to the policyholder s contract Continued on next page SAMPLE Reference Document CSR Training 8 Ben Pro User Manual Checking Coverage on Policies in Ben Pro Continued Procedure continued Step tion O Riders Select the row on the Policy Subsystem screen that e includes RIDER in its description in the Plan Code field and e has a value a dollar amount in the Mode Prem column Press F7 Result The Insureds On This Benefit screen displays Press F4 Result The Extended Key Selection screen displays listing details for all riders associated with the policy Extended Key Selection E State MD Area Code IVAN N PARKER Key Description Key Selection SURVIVORSHIP WAIVER SPOUSE HOME CARE WAIVER OF HHC EP RESTORATION ADDL CASH BENEFIT Process NONFORFEITURE Next Previous Cancel 13 Press Esc until the View Contract screen displays to return to the policyholder s contract Next steps Add a note to the policy indicating the action taken and the date Refe
4. Prem Units Questions Pet Rtg Pet Rtg Dur Waiver Lock Prem OK The table below describes the information you can find on Information Where to Find It full name of the benefit or rider Description field age of the policyholder when he or she applied True Age field underwriting class given to the policyholder such as Select Rate 1 etc UWCLS field daily benefit amount for the benefit or rider at the time the policy was originally issued Mode Prem field Note An amount between monthly vs daily benefit Mode Prem field If from 40 to 500 it s a daily benefit If from 1 500 to 15 000 it s a monthly benefit SAMPLE Reference Document CSR Training Continued on next page Ben Pro User Manual Checking Coverage on Policies in Ben Pro Continued Procedure continued Step tion O Use the table below to determine your next step IF you THEN need more information go to the next step do not need more stop here and information press Esc until the View Contract screen displays to return to the policyholder s contract Press F4 Result The Extended Key Selection screen displays listing benefit details for the policy Extended Key Selection State JMD Area Code IVAN N PARKER Key Description Key Selection BENEFIT PERIOD chi S BENEFIT AMOUNT ELIMINATION PERIOD BENEFIT INCREASE COMPOUND MARITA
5. el Policy Data Status A Fom DIR Mode 12 Mode Premium 1 383 72 Use the table below to determine your next step IF you need to check the THEN go to core benefits and other built in policy features the next step riders Step 10 Core Benefits and Other Features Select the top row of the Policy Subsystem screen Notes The row will have a value a dollar amount in the Mode Prem column Continued on next page SAMPLE Reference Document CSR Training Ben Pro User Manual Checking Coverage on Policies in Ben Pro Continued Procedure continued Step tion O Note this screen Press F7 Result The Insureds On This Benefit screen displays Company Code p Policy Number 5713556 Benefit Sequence ft Description LTC CUSTOM CARE NO FAMILY CARE elate SELF SSNum 26111 1111 True ge fale zJ UWCLS P Status P Code NB Rerate N Stat Date 05 05 2003 Stop Date 99 99 9999 Units 150 00000 Flat Flat Dur Tbl Rtg 2ND Flat 2ND Dur Mode Prem Pet Rtg Pet Rtg Dur 1192 86 Lock Prem Name Relate SS Num True Age Age Rate Up Gender UWCLS Status Code Rerate Start Date Stop Date Flat Flat Dur TbIRtg 2ND Flat 2ND Dur Mode Prem Units Pet Rtg Pet Rtg Dur Lock Prem Next Name vm Relate Previous SS Num True Age Age Rate Up Gender UWCLS Status Code Rerate Extended Keys Start Date Stop Date Flat Flat Dur TbI Rtg 2ND Flat 2ND Dur Mode
6. er details Procedure Follow the steps in the table below to check the benefits and riders coverage on a contract in Ben Pro Step tion O Access the policyholder s View Contract screen 2 Click the Inquiry button or press F3 Result The Select Policy Sub System screen displays Select Policy Sub System 4 Select 5 tem To Ente 4 Benefits Loan Inquiry Messages Notes History Policy File Tracking Reinsurance IBA Inquiry Commission Control Policy Benefit Misc File Follow Up Maintenance Benefit Allocation Rules Issue Processing Utility Premium Fund Allocation Inforce Requirements Execute External Program Incremental Premium Layers Continued on next page SAMPLE Reference Document CSR Training 5 Ben Pro User Manual Checking Coverage on Policies in Ben Pro Continued Procedure continued Step iti sCsCs sCAMtiton y O Select Benefits Result The Policy Subsystem screen displays listing all the benefits and riders associated with the policy Policy Subsystem E Company Code fos S Q Sequence TP Type SR StatReason S Status Policy Number 5713558 PS ParentSeq X Sex lA lssue Age C Class SQ TP PS S SR Plan Code Issue Date X Birth Date lA C Units Mode Prem 0 Bo A LTC2NFC 05 05 2003 1192 86 02 su M A WOP LTC2 05 05 2003 150 00000 0 00 03 Ssu M A LTC2RIDER 05 05 2003 1 00000 190 86 List Options Description Next Previous OK Canc
7. rence See the topic Adding a Policy Note in Ben Pro in the Handling Calls chapter for additional information SAMPLE Reference Document CSR Training 9
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