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We are delighted to announce that Genworth's processing time on Long Term Care applications is back to normal.  Thanks to everyone for their patience while we continue to process your important business!  As a special bonus for August Shaw American will offer a $100 bonus for all Genworth Long Term Care applications submitted this month.  If you have an application to submit please fax or email it to us today at (888) 329-7429 or [email protected].    
  
$100 Bill 
Bonus is only good on Genworth Long Term Care applications. Applications must be received at Shaw American from August 1st - August 30th and they must be placed in force no later than November 30, 2013.  Bonus will not be paid out until the case is placed in force at the home office.
  
Long Term Care Insurance New Business Processing Update

We continue to make progress in our effort to meaningfully improve service levels by early August. In our most recent processing update on July 18, we provided guidelines around key processing steps to help you understand what to expect from us currently and set realistic expectations with clients. We'll use that same general format in this update.

Set Up Case (2 -3 days viewable, 7-12 days to receive notifications)
Our receipt of the application should be viewable on genworth.com/PRO within 2 to 3 days (unless there are agent licensing issues requiring further review). Notifications of any outstanding requirements, including any medical requirements that have been ordered, should be received within 7 to 12 days.

Gather Medical Information (20 - 30 days)
This process step generally takes 20 to 30 days to complete, depending upon medical history and when the client completes the para-med exam. The case is in a pending status at this time while we gather the medical and other requirements needed to reach a decision. As medical requirements are received, underwriting will review and potentially make a tentative approval offer on the application. This offer will not be final until all requirements have been received and reviewed and, in a couple's scenario, both applicants have been decisioned.

Decision Case (2 - 4 days)
When all requirements have been gathered, the case is routed to underwriting for a decision and is generally communicated within 2 to 4 days.

Issue Policy (4 days)
In the case of a single applicant, the policy should be issued within 4 days of the approval. In the case of linked applicants, policy issue is contingent upon both applicants being approved ─ if only one applicant is approved, neither policy is issued for delivery until the second applicant is decisioned.

Please keep in mind that these timelines are general; individual case experience may vary.

Phone Service
We completed our phone team "quiet time" last week. By shutting our phones down on Friday's in July, we accomplished a significant amount of valuable work that helped move and decision cases. Here is what we were able to accomplish:
  • Last Friday, our phone team processed 815 e-mails. As a result, we were able to move the case managers who normally handle e-mail over to process regular mail. Those case managers worked 1,772 cases with mail tasks on them on Friday - a typical day for them is between 500 and 600.
  • We also worked overtime on Saturday and Sunday to screen cases and process both e-mail and regular mail. As a result, all of our work queues were within service level targets when we started the week. We also have 11 more resources working to do follow-ups on our oldest pending cases. We will continue to keep our work queues within targets going forward and will focus as many resources as possible on working follow-ups to keep older cases moving to decision and issue.
Our phones will return to normal service schedules going forward. As a reminder, we are still experiencing long wait times as we continue to focus on moving cases through the process to resolution.

We thank you for your continued patience and support. We will continue to work diligently to resume expected service levels.

FOR PRODUCER/AGENT USE ONLY. NOT TO BE REPRODUCED OR SHOWN TO THE PUBLIC.

 
� 2013 Genworth Financial, Inc. All rights reserved.   

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Don't forget about our 2013 Sales Campaign!  Shaw American will be traveling to The Royal Cancun in February 2014 and we want you to join us!  To qualify write a total of $75,000 Combined Target Premium during 2013.  Give us a call today at (800) 626-5888 for all details.  We can also take a look at your past business and see if there are any cases that we can improve underwriting on.  Your client will love saving money!