TMK Agent training only. Not for sales use. Quality Business & Your Money Updated June 2013 TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Conducting this Training Prior to conducting this training, go to Agent Services, Quality Business Section and print the Quality Business Worksheet for all trainees

TMK Agent training only. Not for sales use. It’s not how much you write, it’s how much you keep. TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Quality or Quantity? Both! Top Agents in 2012 AgentProductionDCN4 Mo Persistency Corey Hulsey$378,3424%92% Bill Lacount$226,0383%95% Corrie Hill$222,0543%88% Serge Clouatre$213,3045%85% Chase Brown$208,4926%92% Doug Lavender$206,1902%96% Kay Fordham$201,9880%91%

TMK Agent training only. Not for sales use. What’s in it for you? Make more money by writing quality business Make more money by helping your Agents write quality business Make more money by retaining Agents

TMK Agent training only. Not for sales use. Where can I find this information? Quality and Compensation Information is found in the Guide to Growth on Agent Services:

TMK Agent training only. Not for sales use. Guide to Growth

TMK Agent training only. Not for sales use. Where can I find this information? Individual underwriting rules found in the Agent Instruction Guide on Agent Services:

TMK Agent training only. Not for sales use. Agents Instruction Guide

TMK Agent training only. Not for sales use. Where can I find this information? Worksite guidelines are found in the Worksite Agent Guide on Agent Services:

TMK Agent training only. Not for sales use. Worksite Agent Guide

TMK Agent training only. Not for sales use. Where can I find this information? Reports at a Glance and Steps to Control DCN/Persistency are found on Agent Services:

TMK Agent training only. Not for sales use. What is DCN? D eclines (<1%): Primarily worksite. Poor training, systems, and oversight. C ancellations (2%): Primarily individual. Poor training, systems and oversight. N ot-Takens (6%): Primarily worksite. Poor training, systems and oversight. Company DCN 8% as of June 2013

TMK Agent training only. Not for sales use. New DCN and Persistency Reports are published on the 25 th of each month. TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Agents Direct Pay and Bonus is impacted by DCN their first 7 months TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. How is DCN calculated? Declined Premium Cancelled Premium Not Taken Premium Submitted Premium

TMK Agent training only. Not for sales use. Example of 8% DCN $0 Declines $300 Cancels $500 Not Takens $10,000 Submitted Premium

TMK Agent training only. Not for sales use. Example: Calculating Individual DCN NOV 25 DEC 24 JAN 24 FEB 24 MAR 24 MAR 25 DCN Calculated 1 23 Submitted Business 1 23 DECLINES, CANCELLATIONS, NOT TAKENS 4 Reports Published $4,000 $100$350 $200 Submitted Business Declined, Cancelled, Not Taken Premium

TMK Agent training only. Not for sales use. Example: Calculating Payroll Deduction DCN DEC 25 JAN 24 FEB 24 MARCH 24 APRIL 24 MAY 24 JUNE 24 JUNE 25 DCN Calculated 1 23 Submitted Business Reports Published $4,000 $0 $400$0 DECLINES, CANCELLATIONS, NOT TAKENS $0$600 Submitted Business Declined, Cancelled, Not Taken Premium

TMK Agent training only. Not for sales use. Agents Direct Pay and Bonus is impacted by Persistency Months 8 and beyond TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Definitions Persistency: Premium issued and paid four months or longer, divided by total issued business based on policy effective date

TMK Agent training only. Not for sales use. Example: Calculating Persistency OCT 25 NOV 24 DEC 24 JAN 24 FEB 24 MARCH 24 APRIL 24 MAY 24 JUNE 24 JUNE 25 Persistency Calculated 1 23 Submitted Business Reports Published Paid 4 months or greater $5,000 $12,000 Issued Business

TMK Agent training only. Not for sales use. Example of 88% 4-Month Persistency $8,800 Paid 4 Months $10,000 Issued Premium $10,000 Issued Premium

TMK Agent training only. Not for sales use. Example: Calculating 13-month persistency FEB 12 MAR 12 APR 12 MAY 12 JUN 12 JUL 12 AUG 12 SEPT 12 OCT 12 NOV 12 DEC 12 JAN 13 FEB 13 MAR 13 APR 13 MAY 13 JUN 13 Paid 13 months $9,000 $4000 Issued Business

TMK Agent training only. Not for sales use. Example of 75% 13-Month Persistency $9,000 Paid 13 Months $12,000 Issued Premium $12,000 Issued Premium

TMK Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks Months Premium Paid Chargeback % 0-2 months100% 3 months90% 4 months80% 5 months70% 6 months60% Months Premium Paid Chargeback % 7 months50% 8 months40% 9 months30% 10 months20% 11 months10%

TMK Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions

TMK Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions

TMK Agent training only. Not for sales use. Agency Owner/Director example 6 agents on team 4 agents on DCN, 2 on Persistency Agent 1: DCN 10 (Maximum direct pay) Agent 2: DCN 18 (Direct Pay reduced 10%) Agent 3: DCN 22 (Direct Pay reduced 30%) Agent 4: DCN 31 (No direct pay) Agent 5: Persistency 79 (Direct pay reduced 10%) Agent 6: Persistency 72 (No direct pay)

TMK Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. DCN+Lapses subtracted from gross submit for bonus

TMK Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. DCN+Lapses subtracted from gross submit for bonus 4. DCN: Bonus multiplier first 7 months

TMK Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. DCN+Lapses subtracted from gross submit for bonus 4. DCN: Bonus multiplier first 7 months & Persistency Bonus multiplier month 8 and beyond

TMK Agent training only. Not for sales use. Oh by the way … Career Track

TMK Agent training only. Not for sales use. How does Quality impact pay & retention? Last but certainly not least… Renewals

TMK Agent training only. Not for sales use. So how does that translate to dollars? TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. What does an 8% vs. 18% DCN mean to an Agent in his first seven months with a $1,425 per week average? TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Take Home Pay 8 DCN Agent takes home $8,400 more TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. So when is a good time to train on Quality? TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. So when is a good time to train on quality? Orientation Ongoing classroom training – New Agents & Agents/Managers DCN above co. avg Use this powerpoint First sale First DCN report

TMK Agent training only. Not for sales use. Individual Business A-250 Application TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Top Reasons for Cancels C ancellations (2%) Outdated COD Non-Sufficient Funds (NSFs)/Bad Bank Information Requested by customer (QAC) QAC not completed Additional underwriting call, exam not complete Oral swab not complete Medical records not received

TMK Agent training only. Not for sales use. What Comes Next?

TMK Agent training only. Not for sales use. Outdated CODs TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Agent’s Instruction Guide Review the key points in the Agent’s Instruction Guide: Save it to the desktop of the Agent’s computer when the Laptop Sales Presentation is installed.

TMK Agent training only. Not for sales use. Automatic Decline Conditions Applicants with the following conditions will be automatically declined: Terminal Illness Lou Gehrig’s Disease or Amyotrophic Lateral Sclerosis (ALS) HIV / AIDS or Positive Test to Antibodies for AIDS virus Alzheimer’s Disease or Senile Dementia Confined to a hospital or nursing facility Use of illegal drugs (except marijuana) within a two-year period Confined to jail

TMK Agent training only. Not for sales use. Medical History Guide Lists conditions and “general” guidelines

TMK Agent training only. Not for sales use. ALX Only Do not submit an application for standard issue for the following conditions. An ALX will be considered if the underwriters determine the proposed insured is eligible for coverage. Heart / Circulatory / Blood Disorders Diabetes and Related Disorders Cancers Misc. Medical Disorders Disability

TMK Agent training only. Not for sales use. ALX Only A complete list of ALX Only Conditions is in the new Laptop survey. Click the ALX Quick Link.

TMK Agent training only. Not for sales use. ALX Only

TMK Agent training only. Not for sales use. ALX Only If applicant has one of these conditions, click the ALX button for the correct applicant and the ALX video will play for the Final Expense Need

TMK Agent training only. Not for sales use. Quality During the Presentation: Setting Correct Expectations TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Open your eyes and ears TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. What questions can you ask an applicant in normal conversation to determine if you should present ALX? TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Have you ever had cancer? Have you ever had diabetes? Have you ever had heart problems or high blood pressure? What medications are you taking? (Look up using smartphone) Are you receiving disability income? How’s your driving record? TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Build Charts If the proposed insured does not fall within the standard weight limits shown on the chart, the proposed insured will be rated. (Charts CI/GTL/CLP).

TMK Agent training only. Not for sales use. “Great news! We have a policy specifically designed for people with your health conditions.” TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Trial Applications On cases that appear to be medically questionable, the best thing to do is submit the application on a trial basis. Apps over $1 million Collect no payment or app fee Does not count for submit for commissions or bonus until issue Does not count against DCN if not taken by customer

TMK Agent training only. Not for sales use. So why don’t Agents use Trial applications? TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Non-Sufficient Funds & Bad Bank Information TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. OMG, They Said Yes! TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. For the love of Pete … get a voided check Get the check No check, get bank statement No statement, look online with customer No online bank, call the bank with customer to verify

TMK Agent training only. Not for sales use. We Don’t Accept Debit cards Credit cards Savings accounts Prepaid cards such as Metabank, Green Dot (MoneyPak), NetSpend (14 or 16 digit account numbers), Chase Liquid, Amex Bluebird Don’t take plastic

TMK Agent training only. Not for sales use. View their Driver’s License This makes sure they have one Not an ID card Don’t use the Height or Weight on the Driver’s License

TMK Agent training only. Not for sales use. Draft Dates: Choose one between 1 st – 10th Initial Bank Draft happens first business day after upload to home office. But the second draft …

TMK Agent training only. Not for sales use. What Comes Next?

TMK Agent training only. Not for sales use. Bank Verification Script

TMK Agent training only. Not for sales use. Requested by Customer TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. QAC Not Complete TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. What Comes Next?

TMK Agent training only. Not for sales use. Pending QAC Script

TMK Agent training only. Not for sales use. Additional Underwriting Call or Exam not complete TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Underwriting Requirements Chart

TMK Agent training only. Not for sales use. What Comes Next?

TMK Agent training only. Not for sales use. Oral Swab Not Complete TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Underwriting Requirements Chart When is the Agent required to get an Oral Swab?

TMK Agent training only. Not for sales use. Oral Swab Kits No excuse for not getting an Oral Swab: Review Oral Swab Training Video on Agent Services Mail kits immediately. Heat can destroy sample.

TMK Agent training only. Not for sales use. Medical Records Not Received TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Solidifying the Sale: Last 3 Minutes in the Home TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Every Customer Must Clearly Understand The last three minutes of every sale is where quality business is nailed down. Every customer must understand these things to avoid cancellations. They must complete the QAC call They may need to complete an exam Their application can be issued as applied for, rated, modified or declined How much they are paying When it’s coming out of their checking account

TMK Agent training only. Not for sales use. What Comes Next?

TMK Agent training only. Not for sales use. Use the Closing Script

TMK Agent training only. Not for sales use. Surprises Kill All Deals TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Quality After the Submit TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Provide Good Customer Service Return Phone Calls Answer questions Do what you said you were going to do

TMK Agent training only. Not for sales use. Worksite TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Better Prospecting TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Worksite Agent Guide

TMK Agent training only. Not for sales use. Eligible Industries

TMK Agent training only. Not for sales use. Why would an industry be ineligible? Poor quality business: High turnover Inability to pay bill These guidelines are in place to protect Agents and Managers!

TMK Agent training only. Not for sales use. Why can’t employers pay premiums? Our products are exempted from complying with certain requirements mandated by the Employee Retirement Income Security Act (ERISA) safe harbor. However, in order to maintain that exemption, we must comply with the safe harbor rules, one of which is that the employer cannot purchase or pay for the coverage.

TMK Agent training only. Not for sales use. Approval Required Industries

TMK Agent training only. Not for sales use. Eligible Employees

TMK Agent training only. Not for sales use. Employers with less than 10 employees Just because you can, doesn’t mean you should. Key questions to ask: Does the business have a bookkeeper/accountant? If not, who writes the checks? Is the business doing any other deductions or will ours be the first? Is it all family members?

TMK Agent training only. Not for sales use. Employers with less than 10 employees Just because you can, doesn’t mean you should.

TMK Agent training only. Not for sales use. Better Enrollments TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Worksite Reasons for Declines D eclines Not employed long enough

TMK Agent training only. Not for sales use. Not Employed Long Enough TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Every Agent Must Have… Roster And know how to read it!

TMK Agent training only. Not for sales use. How to Read the Roster….

TMK Agent training only. Not for sales use. So what do we do … When an employee approaches us? When they are on the roster but not eligible? When they are not on the roster at all? The employee’s word carries no weight. It only matters what’s on the roster. Note: Employees are eligible if they hit their 6-month or 1-year mark during the enrollment period.

TMK Agent training only. Not for sales use. Worksite Reasons for Declines D eclines Only 1 policy per family or individual Amount exceeds limits Ineligible dependent Dependent not eligible without employee coverage

TMK Agent training only. Not for sales use. Marketplace Bulletin Face AMT: Face amount of the policy. Group Term.

TMK Agent training only. Not for sales use. Marketplace Bulletin Face AMT: Face amount of the policy. Career Life Plus

TMK Agent training only. Not for sales use. Marketplace Bulletin Face AMT: Face amount of the policy. Cash Cancer

TMK Agent training only. Not for sales use. Marketplace Bulletin ADB: Amount of Accidental Death Benefit. Example 1

TMK Agent training only. Not for sales use. ADB Examples ADB: Cannot exceed $300,000 Example 1

TMK Agent training only. Not for sales use. ADB Examples ADB: Cannot exceed $300,000

TMK Agent training only. Not for sales use. Marketplace Bulletin State Specific Exceptions: Group Term

TMK Agent training only. Not for sales use. Group Term No. 9 Only question on Group Term that can be answered ‘yes’ and be issued standard Can only be ‘yes’ for high blood pressure HBP must be controlled (140/90)

TMK Agent training only. Not for sales use. Collecting phone numbers on the eapp… Why would we only collect an office number?

TMK Agent training only. Not for sales use. Re-Enrollments TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Every Agent Must Have… Roster Worksite Management Information Report (AL915) for re-enrollments And know how to read them!

TMK Agent training only. Not for sales use. Worksite Management Information Report Re-enrollments: Is the business paid current? If not, don’t re-enroll until business has paid current.

TMK Agent training only. Not for sales use. Worksite Management Information Report

TMK Agent training only. Not for sales use. Worksite Management Information Report PLN Column: This is the Plan Code for the policy. Found in Policy Identity and Prefix Book found in the Quality Section of Agent Services Common Codes E09: Group Term 100 E13: Group Term PU65 1U Series: Career Life Plus HAM: Accident Protector Max 5K Series: Cancer Care LS: Cash Cancer

TMK Agent training only. Not for sales use. Solidifying the Sale: Last 3 Minutes TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Every Employee Must Clearly Understand The last three minutes of every sale is where quality business is nailed down. Every employee must understand three things to avoid Not Takens. What did I buy? How much does it cost? How often does it come out of my check?

TMK Agent training only. Not for sales use. Needs Planner

TMK Agent training only. Not for sales use. Surprises Kill All Deals TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Relationship With The Bookkeeper TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Relationship With The Bookkeeper

TMK Agent training only. Not for sales use. Setting it up right … When securing the paperwork, use the points to remember to get owner buy-in on seeing all employees

TMK Agent training only. Not for sales use. Using the Points to Remember

TMK Agent training only. Not for sales use. Worksite Case Checklist Follow-up, who is responsible, date completed

TMK Agent training only. Not for sales use. Red Alert PD01001: Franchise Initial Premium Unpaid (Daily)

TMK Agent training only. Not for sales use. The Worksite Timeline 49 days late Policies lapse, agents and managers charged back commission, polices show as lapsed in transaction register 60 days late Letter generated from the Home Office to all policyholders and Employer

TMK Agent training only. Not for sales use. Letter Customers Receive

TMK Agent training only. Not for sales use. Letter Employer Receives

TMK Agent training only. Not for sales use. The Worksite Timeline After 60 Days Case must go through reinstatement process requiring all back premiums and letter from business stating premiums have been continuously deducted, no claims have been filed, and the employer understands Liberty will not reinstate their policies if this happens again.

TMK Agent training only. Not for sales use. What happens every week? Last week of May Were authorizations for May enrollments turned in to bookkeeper? First week of June Did deductions start for May enrollments? Second week of June Did April enrollments receive first bill? Third week of June Are all cases paid for June? (Use Worksite Management Information AL915 or Worksite List by Franchise AL04)

TMK Agent training only. Not for sales use. Agency Owner: Red Alert AL040001: Worksite List By Franchise (Saturdays)

TMK Agent training only. Not for sales use. Agency Director/Agent: Red Alert AL915: Worksite Management Information Report

TMK Agent training only. Not for sales use. Impact of Not-Takens This is what it looks like on a production report when a worksite case is not taken

TMK Agent training only. Not for sales use. DCN Detail Report Example TMK Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. It’s not how much you write, it’s how much you keep. TMK Agent training only. Not for sales use.