Improvements to the Underwriting Call Center Prompts

Beginning Thursday, April 15th, you will hear new prompts when you contact our Underwriting Call Center.

One of the most notable enhancements is if you are calling for an Underwriting Risk Assessment (pre-screening). You will now be able to bypass the Underwriting Call Center and go directly to the appropriate underwriting team for Express Life, Fully-Underwritten Life, Disability Income and Express Health.

Why are these changes being made?
Mutual of Omaha began introducing the Amazon Web Services phone platform just over two years ago; and, this platform has opened up additional capabilities for our company’s call routing strategies. It also allows us to collect data that can be studied and used in the future to enhance your call experience.

The April 15th Underwriting Interactive Voice Response enhancements are being made specifically to:

  • Allows you to go directly to getting a risk assessment without listening through the entire menu
  • Expedite getting callers to the right area for assistance
  • Decrease the number of calls that need transferred
  • Reduce your overall time spent on the phone

It is our goal to continue to monitor and make enhancements that are designed to improve your overall call experience with Mutual of Omaha. If you have any questions or concerns, please contact your sales or underwriting team.

Improvements to the Underwriting Call Center Prompts