5 Things You Need to Know About Installing a Case

As you wrap up fourth quarter sales, it's easy to forget that come Jan. 1, 2008,most of your clients will actually need to start administering their group disability, life and dental insurance plans. Errors in administration can be costly, in terms of time, money and your relationship with your client. That's why it's vital that you and the carrier work to ensure that each case is installed correctly from the beginning.

1. Why perform an installation?

A better question is, "Why not perform an installation?" It's an opportunity to build relationships at the group, ensure accurate plan administration, explain policy provisions and answer questions.

2. When is the right time to do the installation?

Typically you want to do an installation if any of the following are true:

• Contract documents are ready for delivery
• New coverage is added to an in force plan
• The group has a new plan administrator
• Errors are evident in plan administration

3. Who is your audience for an installation?

There are many possibilities, and for some very small clients it might even be the owner. For groups with more than a handful of employees, it will probably be:

• A human resources administrator
• A benefits or risk manager
• Someone in the payroll or finance department

If plan administration is a service your agency provides, the carrier should offer to install the case with you

4. What should you review?

The answer to that question is: Anything relevant to the successful administration of the plan. The following items are absolutely essential:

• The policy — Review provisions and plan design
• Billing — Timing, payment methods, etc.
• Claims administration — How to submit a claim, when to submit a claim, what information is needed, who should submit documents, etc.
• Online services — Review the types of documents, reports and other tools the administrator can access online
• Carrier contacts — Who can the administrator call with questions or to get help

5. Installation pitfalls

The biggest installation pitfall to avoid is not taking the time to do one. A close second is performing the installation with the wrong person. Make sure you get the right people in the room or on the phone — the people who will be doing things like determining eligibility, adding or removing employees from the plan, reconciling bills, using the carrier's plan administration website. If you install the case with the right people from the beginning it will be easier to avoid other pitfalls like plan misadministration and enrollment issues. Ask your group disability, life anddental insurance carrier what installation services they provide.