We wanted to share several updates to our long-term care new business processes that are designed to improve visibility, streamline case management, and strengthen the overall experience for you and your clients.
Experience Updates
Improved Case Management Visibility On Sales Professional Access (SPA)
- Daily interview reports are now available on SPA, helping you track case status and take action sooner.
- Expanded requirement details are now visible, giving you better insight into outstanding items and allowing you to manage your business more efficiently, all in one place.
- We’re actively working to make case age information visible on SPA. This enhancement is expected to be installed before the end of March and will help you prioritize older pending cases with outstanding requirements based on our 90-day closure window.
Cleaner, More Accurate Case Monitoring
- Duplicate requirements will no longer appear in case monitoring, reducing confusion and unnecessary follow‑ups.
Payment Processing Enhancements
- Overpayments can now be accepted. Any overpayment will be refunded to the customer via check.
- Split checks between partners/dual applicants are now supported.
- For additional information on payment processing, please review our updated FAQ.
We recognize and apologize for the frustration caused by delays in applying premium payments, as well as past confusion around where payments should be sent. These updates are intended to improve accuracy and timeliness moving forward.
Looking Ahead
- Policy Output Packet: We’ve identified a solution to deliver a more professional, polished policy output packet. In the interim policies will be mailed in a structured Mutual of Omaha-branded folder. The policy kit will be separated to have documents that require or are optional to return to Mutual of Omaha, along with envelopes on the left side. The right side of the folder will include the documents the policyholder should retain for their records. The changes originally planned for April 1 are taking longer than expected and are now projected to be in place before May 1.
- Updated Pay Statements: Revised and reformatted billing invoices will be incorporated into the policy kits for newly issued policies. These updates are currently in testing, and we anticipate deployment in the near term.
- Enhanced Rider Descriptions on SPA: More detailed and robust rider descriptions will be added to SPA to better support business management and improve clarity for users.
- Reintroduction of Conservation Events: Conservation Events will be reintroduced to provide a clearer line of sight into potential in-force policy issues, enabling earlier identification and more effective management.
We’re actively working on several additional enhancements and will begin providing monthly updates to offer greater transparency into what’s changing and what you can expect next. Your feedback continues to play an important role in how we prioritize and deliver improvements.
Strengthening the LTC Business Experience
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