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These interactive workshops allow you to
share your views, practices and interpretations of servicing life
insurance policyowners while gaining perspective from your peers. Gain
valuable insights into the critical issues that will help you to provide
the best possible service to your customers.
Important
Notice:
Thanks to valuable feedback from our members and
attendees, LOMA’s Policyowner Service
Seminar and Contact Center Workshop will take place only once in 2008 with the
goal to maintain strong attendance and present the best program possible.
Monday, April
28, 2008
7:45 – 8:45 A.M.
Continental Breakfast and Registration
8:45 – 10:00 A.M. Opening
Comments and General Session
Strategies
for Service Excellence
Joe Richard, ACS, Manager Insurance Client Service, Ameriprise Financial
Recognized
for its award winning service, Ameriprise Financial has a strong culture of
service excellence which was not easily attained. Richard will provide
insight into how they worked to achieve this level of success, what it takes to
attain and maintain this culture of service excellence as well as how this
enables Ameriprise to be more successful.
10:15 – 11:30 A.M.
Interactive Discussion Session 1 (Select one)
1A:
Stranger Owned Life Insurance
Policies
With
the developing practice of stranger owned life insurance policies - STOLI -
comes a unique situation for service. Who
is the owner and what, if any relationship and insurable interest exists between
the owner, beneficiary and the insured. This
session will feature a brief overview of STOLI to be followed by an interactive
discussion of your company’s practices regarding STOLI from issuing the
policy, insurable risk, ongoing service and claims payment.
1B:
Effective Use of Complaints and Service Recovery
Research
indicates that a significant percentage of customers will take their business
elsewhere as result of poor customer service.
Complaints may be an opportunity for your organization to employ
effective service recovery practices. Given the ramifications of complaints as
well as the challenges and opportunities they create, workshop attendees should
be prepared to provide examples of how they learn from and track complaints as
well as the service recovery actions taken with regard to complaints.
1C: Structured for Success
There are numerous ways for companies to organize their policyowner service
areas. Cross-functional teams may do
a variety of activities while functional units focus on a specific process.
Organizations may be set up cross functionally or with functional teams
on a regional basis. Discuss how
your unit is organized. What are the pros and cons of your structure and
what modifications might allow you to become more effective and customer
centric? Are your policyholder
services structured for success or is it time for a change?
Come to this session to learn what works in other companies and leave
with ideas to create a successful team environment.
11:45 A.M. – 1:00 P.M.
Lunch Provided for Conference Attendees
1:00 – 2:00 P.M.
General Session - TBA
Customer Satisfaction is Good, Customer Loyalty is Priceless
Tom Moormann, FLMI, Director, Organizational Assessment
Research has
demonstrated that achieving a high level of customer satisfaction falls short of
the benefits of creating a loyal customer. While striving to achieve
customer satisfaction is an honorable and noble goal, customer loyalty is the
goal we should strive to achieve since it has a significant impact on the
bottom-line. Moormann will demonstrate the difference between customer
loyalty and satisfaction while providing insight into what your organization can
do to move from measuring satisfaction to measuring customer loyalty.
2:15
– 3:30 P.M.
Interactive Discussion Session 2 (Select one)
2A:
A Policy Saved is a Policy Earned
The
process of selling and issuing a life insurance policy is a long and costly
process. So why not put as much
effort into keeping a policy in force as companies do to get a policy issued?
In this session participants are encouraged to share their experience on
when conservation efforts should be initiated, the steps taken, how long must a
policy stay in force to be considered retained as well as the rewards given to
employees for conserving the business.
2B:
Tiered Service for Agents and Brokers
Discuss the importance of identifying the needs of agents and brokers and
special incentives for high volume producers and agents, as well as retaining
good brokers. Also talk about the
significance of dedicated toll-free telephone numbers for agents, if
underwriters are accessible to agents at the time of policy application, and
what other privileges are afforded to these valued producers from underwriting
and POS staff when providing service to high volume producers.
2C:
Staff Development and Training
Very
few individuals who forge a career in the insurance industry set out with this
goal. Training in insurance
expertise and customer service skills are vital for individual success and the
organization. Attendees in this session should be prepared to share training
methods and programs that are most successful in their organization. Learn
about orientation programs, technology training and the use of mentoring.
Session participants will discuss motivational tools, performance
appraisals and team-based performance standards employed in their company to
fully develop their personnel.
3:45 – 5:00 P.M.
Interactive Discussion Session 3 (Select one)
3A:
What Does Your Customer Think Of Your Service?
Most
companies seek to measure customer satisfaction.
Or at least they should! At
this workshop, attendees will discuss measuring customer satisfaction and the
means by which they do this? Is it
an internal activity or does your company use an outside vendor?
Are the results actionable and if so what do you do with the results?
Be prepared to share perspective on how your company measures
customers’ perceived levels of service and then strives to maintain their
desired level of service.
3B:
Creating a Culture for Service Excellence
Some companies are well known for their service and have cultivated a service
culture. Is there a customer service
culture in your company and did it evolve from the top of the organization down
or was it a grass roots effort? Is
this a new endeavor or is this a long-term focus?
Attendees in this session should be prepared to share their views of what
they consider to be a customer service culture, how to develop the culture and
instill this throughout the organization.
3C:
Responding to Policyowner Requests
Policyowner requests may be considered the primary focus of policyowner service
areas in an insurance company. Expand
your processing knowledge in a variety of areas. Learn who can request a change,
how to correctly use forms instead of letters, how to capture signatures
electronically and the ins and outs of e-mail processing. Attendees of this
session will discuss collateral assignments, divorce procedures, Internet-based
processing, and many other topics.
5:30 – 6:30 P.M.
Reception for all Conference Attendees and Dine Around
6:30 P.M. Dine Around
What
better way to network with fellow attendees than to dine together at a local
restaurant? Restaurant sign-up sheets will be posted at the conference
registration desk.
Tuesday,
April 29, 2008
7:45
– 8:30 A.M.
Continental Breakfast
8:30
– 9:30 A.M. - General Session
Workforce Management: Leveraging
Technology
Debhinn Hart-Picariello, Associate Director, U.S. Insurance Group, MassMutual
Life Insurance Company
This session will provide an overview of how MassMutual is leveraging call
center technology for use in a back office environment as a workforce management
tool in policyholder services. Hart-Picariello will share how they
achieved better balanced work queues; validate and give credit for
non-production work as well as provide timely and meaningful metrics to
accurately forecast work demand and match staffing needs.
Learn how this process can work for you to have available real time
metrics and reports throughout the day to capture the work received and
completed.
9:45
– 10:45 A.M.
Interactive Discussion Session 4 (Select one)
4A:
Measurement to Management
Measuring productivity and service turnaround time is the first step in managing
it. How does your company measure
productivity and why? What motivational techniques are used to obtain desired
results? What steps have you taken to change a specific process to ultimately
improve productivity? Discuss what transactions are measured, how often service
times are reported and service time standards, as well as electronic versus
manual tracking of service times and other related issues.
4B:
New Business Processing
The
best way to ensure your success is to stay current with new business issues.
Discuss the auditing processes, procedures, reporting and systems, as well as
straight through processing. Also,
gain insight on job re-engineering, organization and structure of new business
and underwriting units and the latest developments on electronic applications,
tele-underwriting and suitability. Be
prepared to discuss technologies and methods employed in your company that may
speed underwriting and issuance while lowering costs.
4C:
Going Green: Successful Strategies for Using Workflow and Imaging
It
is not just the paper, it is streamlining the processes.
Automated workflow and imaging systems can streamline the transaction
process from application to issue to customer service and eliminate the movement
of paper. Session attendees will
discuss the systems in place in their companies, and the benefits and challenges
of implementing and maintaining a workflow image center.
Representatives of companies considering this solution or who are new to
workflow and imaging are encouraged to attend to learn more about this solution.
11:00 A.M – Noon
Interactive Discussion Session 5 (Select one)
5A:
Deal or No Deal: 1035 Exchanges
Exchanges
are common yet are a cumbersome set of process and practices to complete the
exchange. Attendees in this session
are encouraged to share your administrative requirements for transferring
policies and gain insight into this challenging process that is surrounded by
complicated administrative and legal issues. What processes and documentation
does your company require to ensure a smooth transfer to the gaining carrier? What
steps can be taken to preserve the business once the exchange has been
initiated? Attendees should be
prepared to offer a basic overview of the exchange processes performed by your
company and the practices they employ to facilitate a smooth transition.
5B:
The Good, the Bad and the Unmanageable: Managing
Difficult Employees While Rewarding Outstanding Performers
Each
employee may be classified as good, bad or simply unmanageable.
While most employees may be considered good or better performers, much of
a manager's time is spent with difficult or unmanageable staff.
Gain insight on how to deal with problematic employees while keeping your
stars motivated. Attendees in the
session will share and learn about ways to motivate for performance with
non-monetary rewards, dispelling false rumors, promoting from within the
department, and guiding staff members through changes in the organization.
5C:
Customer Self Service - Online Solutions
Although
the Internet has proven to be an effective way to conduct business, there are
many lessons to be learned about how to use it in the most efficient manner. How
are online tools impacting the way your company serves the policyholder and
communicates with the people selling your products?
Share ideas on how to use these tools more effectively, including
improving your online service, online privacy issues, e-mail policies and
methods of response to customer inquiries.
Noon
Meeting Adjourned
Hotel
Information
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Hyatt
Regency Minneapolis
1300 Nicollet Mall
Minneapolis
MN 55403
Reservations:
800-233-1234
or direct at 612 370-1234
Room rate: $179.00 single/double + 13.15% tax
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Mention
that you are attending the LOMA meeting, and reserve by April 7, 2008 to get this discounted rate.
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Registration
If
you register by April 7, 2008
LOMA
Member: $515
LIMRA Member* $655
Nonmember: $815
If
you register after April 7, 2008
LOMA Member $595
LIMRA Member* $745
Nonmember $895
*Price for members of
LIMRA International who are not members of LOMA.
Moderating
Opportunities & Discounted
Registration Fees
Several sessions have moderators and we
welcome attendees to be considered to serve as a moderator for a
discussion session. A moderator is responsible for offering insight on the
topic, assuring a steady flow of discussion, proposing topics for
discussion and beginning and ending sessions on time. This is an excellent
way to make sure your concerns are addressed. Moderators are also
eligible for a discounted registration fee. Contact Jim Huffman of
LOMA at 770-984-6446 to discuss moderating opportunities.
Special
Offer!
Save $100 when you also register for the LOMA
Contact Center Workshop,
April 30–May 1 Hyatt Regency Minneapolis.
Register for both by
April 7, 2008
LOMA Members $930
LIMRA Member* $1,210
Nonmembers $1,530
Register
for both after April 7, 2008
LOMA Members $1,090
LIMRA Member* $1,390
Nonmembers $1,690
Refund
Policy
LOMA requires all cancellations
or refund requests be received in writing. These requests carry a $75.00
U.S. administrative charge. Full refunds minus the administrative fee will
be granted on written requests received no later than three business days
before the meeting start date. No refunds will be granted if the request
is received within three business days of the meeting. If for any reason a
meeting is cancelled, LOMA will refund the total registration fee.
However, LOMA will not be responsible for any travel, hotel accommodations
or other costs incurred.
For More Information
Contact us at 770-984-6446 or e-mail insops@loma.org.
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