Mutual of Omaha has upgraded its technologies to provide a better customer service experience by implementing Amazon Connect for our broker technical support calls. This same platform was introduced a few months ago to support customer service calls in contact centers throughout the organization. As of Thursday, August 1, brokers who call Producer Tech Support will interact with the new system. A few notes about this update: The Tech Support email option will continue to operate as usual. The option to chat with Tech Support will be removed. The option to leave a voicemail will be removed. Brokers will need
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New DVH Product & POS Tool Update
Ready. Set. Sell! SureBridge Products Releasing on Friday, July 19 Prime DVH — DC, KY, OH, TX With the release of the Prime DVH and the new 2019 application, the following updates will be made to the POS Tool: Accident Disability Direct Changes All Benefit Levels will now be considered as Guaranteed Issue (GI); subject to eligibility questions such as citizenship, occupation, and salary. All Elimination Periods and Duration options will now be available under all Benefit Levels. Simplified Issue (SI) commission levels will be paid for all Benefit Levels. The Citizenship Question on the application has been revised to
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Three Additional Call Centers Implement the New Amazon Connect Phone System
Beginning Wednesday, May 1, 2019, the following three call centers will transition to the new Amazon Connect phone system technology: Sales Support Producer Services Distribution Compensation These call centers will continue to use the same menus that exist today; therefore, we do not anticipate any changes to the level of service you will receive. We will closely monitor performance post-deployment and will be ready to make adjustments, if needed. What to Expect The only change you should expect is a change to the voice you will hear when you call in. You will still follow the same steps you
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Amazon Connect Telephone System Update
We appreciate the positive feedback we have received on the new Producer call flow that was introduced in late January. We are pleased to report that our Average Speed of Answer (ASA) has stabilized. In March, our ASA was 41 seconds. As a reminder, when calling customer service, simply answer the first question with “Producer” and then provide the product type you are calling on. Once you do this, you will be immediately transferred to the appropriate customer service team. Customer Call Flows We are continuing to work towards determining the best design for our customer call flows. The best
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Mobile Quotes Preference Features
On March 1, we updated the look of our Mobile Quoting tool – same easy-to-use app, but with a fresh new look. While you have more than likely seen the new look, you might not know about some of the app’s features that make it even easier for you to run quotes. Mobile Quotes Tips You have the ability to save your preferences within the app — making it even faster for you to quote the products you sell. You can select a default state and choose the order the products appear in the app. Once you set these preferences,
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Mobile Quotes Update
On March 1, 2019, we will be enhancing the look of Quotes for Sales Professionals, our mobile quoting tool. You can expect the same easy-to-use app, but with a fresh new look. The first time you open the app after the install on March 1, a message will pop up notifying you that a new update is available. The updated mobile app will only be compatible with the following operating systems: iPhone® – 10.0 and higher Android™ – 5.0 and higher Don’t have the new app? The Quotes for Sales Professionals mobile app is free and available on the Apple
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Disaster Relief Notification Update: Federal Government Shutdown
Although the shutdown has ended, Mutual of Omaha is committed to working with your customers as they resolve any outstanding financial issues. Grace periods for affected customers are being extended until April 25, 2019. Delaware Only: A customer who is a resident of Delaware and was affected by the shutdown can contact us to place a hold on their policy, up to 90 days from the end of the shutdown on January 25, 2019. If you have any questions regarding this or any other Mutual of Omaha service, please reach out to our customer service team at 800-775-6000.
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Dental Insurance Product Release in North Carolina
Effective February 1, 2019, you may begin selling our Mutual Dental PreferredSM and Mutual Dental ProtectionSM insurance policies underwritten by Mutual of Omaha Insurance Company in North Carolina. While this product is positioned for individuals who are Medicare eligible, the issue age is 19 – 99 for these policies. For more information and to see rates view the Dental Insurance Product and Rate Guide. Appointment: If you are not already appointed for the Dental product, click here to add this product to your appointments. Dental e-App available February 1, 2019 For ease and convenience use the Dental e-App located on
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Disaster Relief Notification: Federal Government Shutdown
Mutual of Omaha is committed to working with your customers amidst the government shutdown. Grace periods for affected customers are being extended for an additional 30 days, and all requests are being handled on a rush basis. If you have any questions regarding this or any other Mutual of Omaha service, please reach out to our customer service team at 800-775-6000. Disaster Relief Notification: Federal Government Shutdown #goldencareagent #mutualofomaha
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Introducing a New Producer Call Flow Using the Amazon Connect Phone System
In last week’s article, Enhancements to the New Amazon Connect Phone System, we announced an enhancement was underway that would give producers a more direct route to customer service. This new producer call flow has been implemented. Your path through the phone system now consists of only two questions. In the new experience, all callers will all be asked the same first question: ‘Please tell us if you are a policyowner, a provider, or a producer.’ You will answer with ‘Producer’. You will then be asked ‘What type of policy are you calling about?” From there, you will be routed
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