INDIANAPOLIS, Dec. 14, 2017 /PRNewswire/ -- While the onboarding process is cited as the top "pain point" for policyholders and brokers according to a 2017 LIMRA study of the employee benefits industry, survey responses from OneAmerica® customers paint a positive picture by showcasing a frustration-free experience.
In four key areas in which our implementation consultants sought feedback —promptness; attention to detail and thoroughness; product knowledge; and politeness — customers share stories of an "excellent" onboarding experience with OneAmerica, according to recent survey results.
"The onboarding process can be a challenge and cause of frustration for policyholders and brokers, but is recognized as a highlight for OneAmerica customers," said Jim McGovern, OneAmerica senior vice president, group employee benefits. "Our survey results validate what we continue to hear from our new customers – that we have an experienced, dedicated implementation team that provides fast, accurate and friendly service. Being a mutual company, owned by our policyholders, we have an interest in getting it right the first time."
OneAmerica conducts its New Business Customer Experience Survey with all new customers during the onboarding process. From July to November 2017, the overall response rate was 57%. "We ask our customers how we are doing, because we care about them and their experience," McGovern said.
- "Prior to/during the implementation call, my questions and inquiries were handled with promptness:" 100% of respondents strongly agree
- "My implementation consultant demonstrated attention to detail and thoroughness prior to and during the call:" 100% strongly agree.
- "My implementation consultant had an exceptional understanding of the products and processes being reviewed during our call:" 99.2% strongly agree.
- "Prior to and during our call, my implementation consultant was polite, helpful, and represented the OneAmerica brand in a positive manner:" 100% strongly agree.
According to a LIMRA study of 1,168 full-time U.S.-based employee benefits brokers marketing employee benefits to employer clients, onboarding was the biggest "pain point" or area where brokers encounter challenges/frustrations with carriers. Second was billing.
"As a carrier, we are truly focused on the benefits that matter most — disability insurance and group life insurance, the core foundational products that truly make a difference in policyholders' lives," said McGovern. "We all have challenges, especially in business. It is our job to make this easy for those we serve; brokers, employers and employees. We have an experienced, dedicated implementation team that establishes the right relationship by covering contracts, billing and more with your clients. We mean what we say; we can get the first bill out in 5 days and send contracts out in 30 days."
OneAmerica® is the marketing name for the companies of OneAmerica. Insurance products issues and underwritten through American United Life Insurance Company® (AUL), a OneAmerica company.
A national leader in the insurance and financial services marketplace for 140 years, the companies of OneAmerica help customers build and protect their financial futures. OneAmerica offers a variety of products and services to serve the financial needs of their policyholders and customers. These products include retirement plan products and recordkeeping services, individual life insurance, annuities, asset-based long-term care solutions and employee benefit plan products. Products are issued and underwritten by the companies of OneAmerica and distributed through a nationwide network of employees, agents, brokers and other sources who are committed to providing value to our customers. To learn more about our products, services and the companies of OneAmerica, visit OneAmerica.com/companies.