For LTC policies, Case Monitoring is a great tool that can be utilized for receiving regular case status updates from your LTC case manager. Case Monitoring contains all general status information and includes details such as applicant demographics, policy numbers, premiums, benefits, case details, outstanding application requirements, requirements ordered, completed requirements, case manager details and more.

Navigating Sales Professional Access (SPA) and Case Monitoring

• Once logged into SPA, hover over Producer Tools tab on the top navigation bar and click Case Monitoring under the Reporting column.
• This will bring you to a search screen where you will have a couple options to locate your case.
  • Searching by Production Number will show all current cases. This is helpful if you don’t have the policy number handy.
  • Searching by the Policy Number will take you to the case report for that policy only.
• In the case report you can access all the information pertinent to the case and specifics listed. You also have the option to print a PDF of this information.

Case Monitoring Dashboard Overview

• Primary Insured — This section will advise on the LTC insureds information: the case age, LTC policy number, underwriting risk class applied for, payment and billing mode.
  • This is a good section to check when a premium mismatch is listed as the premium listed here is per the Long Term Care application benefits elected.
• Additional Policy Information — This section contains additional applicant details as well as coverage details like riders, case dates and producer information.
• Outstanding Requirements — This section will show all outstanding LTC application requirements.
  • Please note for LTC, it can take approximately 48 hours for notes to update from our LTC system to Case Monitoring once the change is made.
• Completed Requirements — This section will show all closed LTC application requirements.
• Case Notes — You can find the LTC case manager information, as well as if the case is trending a certain way it will be noted here.

Additional Long-Term Care Tips

• Missing LTC application requirements must be received before a LTC policy can be finalized for issue, even if an underwriting decision has been made.
• Email responses from your LTC case manager should be received within 24 hours or next business day.
  • To provide the best customer service please provide all pertinent information in one email communication to your LTC case manager.
• When sending in additional LTC application requirements, please send them in PDF form. Pictures, screenshots, and documents in other formats are unable to be processed.

 
Tips for Utilizing Case Monitoring for Long-Term Care
 

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