1 CoventryOne Agent Portal User Guide CoventryOne is an Individual Product underwritten by PersonalCare Insurance of Illinois, Inc.
2 Welcome to the CoventryOne Agent Portal bringing the convenience of the Internet to both agents and applicants. Providing a secure and convenient, easy-to-use online resource to support and monitor CoventryOne applications. How it works In the CoventryOne Agent Portal, an agent s initial registration creates a CoventryOne Agent Portal subdomain that is unique to that specific registered agent, referred to as the Agent Site. Through this CoventryOne Agent Portal-Agent Site Coventry-approved agents can market CoventryOne Individual Business plans directly to their clients. Clients are simply provided with the link to their agent s CoventryOne Agent Portal-Agent Site, where once logged in they can get quotes, compare plans and submit an application entirely online! And the agent to whom the CoventryOne Agent Portal-Agent Site is registered is automatically recorded as the agent of record for the sale. The CoventryOne Agent Portal-Agent Site. Also offering agent tools from simple site customization options to applicant status reporting. To register, simply select the Agent Registration link on our Web site at and follow the instructions to establish your CoventryOne Agent Portal - Agent Site today! PersonalCare (NAGA) Page 1
3 Getting Started CoventryOne Agent Portal Registration Compete the fields on the registration page with the requested information. Fields identified with an asterisk (*) are required. PersonalCare (NAGA) Page 2
4 a. A valid address and a password are necessary to access the account in the future. Note that the address provided upon registration is the address where all future communication will be forwarded. b. Enter Agent First and Last Name. c. Agent ID refers to your PERSONALCARE Agent ID. If you do not know your PERSONALCARE Agent ID, enter the word Unknown in the Agent ID field. d. In the Agency field, enter the business name of your agency. If you do not have an agency, enter the word Independent. e. Enter the business Address, Telephone, Fax Number and Web site address applicable to the registration. PersonalCare (NAGA) Page 3
5 f. Select or deselect preference in the following box. To automatically receive copies of all correspondence to your clients from PERSONALCARE relating to their application status check the Copy me on s sent to my client(s) check box. Clear the checkbox to turn off the automatic s. g. Select. Your registration is complete. Registration Status Once the registration is submitted, the registering agent will receive an confirmation indicating the registration status will remain pended until approved by PersonalCare. Once the agent registration status is approved and the site is activated, the agent will receive a subsequent confirmation notice indicating the site has been activated - at that time, the agent has full access to the features of the site. Agent transactions are only available through the CoventryOne Agent Portal upon final approval and activation by PERSONALCARE. To qualify for final approval, each registered agent must be: 1. Fully contracted; and 2. Appointed to sell CoventryOne with PersonalCare. The approval of any agent to be granted access to conduct business transactions on the CoventryOne Agent Portal is at the sole discretion of PersonalCare. PersonalCare (NAGA) Page 4
6 My Account When an agent registration is submitted, a secure account is created within the Agent Portal specific to that agent. This area of the tool is referred to as My Account. Agents that have registered on the site will have immediate access to his/her My Account area, however until the agent registration is approved by PersonalCare, most of the tools will not be activated. Once the registration is approved and the Agent Site is activated, the agent has access to the tools available in My Account and may begin to conduct business on the site Within My Account an approved, registered agent can: View and edit agent information View and manage client applications Access other administrative tools Sign in by clicking the My Account link in the top right corner of any Agent Portal page, enter your address and password, and click Go. My Account Agent Profile Click View your full profile to view all of your account information, including your Agent URL. A URL, (pronounced earl or U-R-L ) is a web address that points to a unique page residing on the world wide web. In this Guide, the Agent URL refers to the URL within the CoventryOne Agent Portal and points to your unique Agent Site. PersonalCare (NAGA) Page 5
7 Tip: It is through your unique Agent URL that your clients will apply for CoventryOne. Agent Account Profile Click Change your info? to make edits to your Agent Account information. For security purposes PersonalCare is notified of all Agent Account changes. PersonalCare (NAGA) Page 6
8 Customizing the Agent Site Agents can customize certain information displayed in the Agent Information Box that clients see on the agent site when viewing plans, getting quotes or completing/submitting an application form within the Agent URL. In My Account, select the Customize My Agent Info Box link in the right-hand sidebar. Select the check boxes next to the items that you would like displayed. Shaded check boxes cannot be changed. Click the Preview Results button to see what the agent information box will look like to your clients. Click Save Changes. Banner Creation Tool The Banner Creation Tool generates HTML code that can be inserted into an Agent s web page or signature to display a banner image that links directly to your CoventryOne Agent Portal Agent URL. 1. Click the Create Banner Link in the right sidebar in My Account. 2. Click the Get HTML button. This will generate the HTML code that represents the CoventryOne banner to be linked to the agent s personal or agency web site. 3. Click the Highlight HTML button. 4. Select Copy from the Edit menu. 5. Insert the banner HTML code: a. Find the HTML code for the web site where you want the CoventryOne banner to display. Place the cursor in the spot that you want to display the CoventryOne banner, and select Paste from the Edit menu. For help with this process, contact your web administrator. A web administrator can insert the HTML code for you. Open a new addressed to your web administrator, place the cursor in the text of the , and select Paste from the Edit menu. b. To include the banner in an signature, edit the signature in your program (make sure that your program supports HTML s). Paste the HTML code into the place within PersonalCare (NAGA) Page 7
9 the signature that you want the banner to appear by hitting CTRL+V. For help with this process, contact your software company. Text Link Creation Tool The Text Link Creation Tool generates HTML code that displays a custom text link to your CoventryOne Agent Portal Agent URL when inserted into your web page or signature. 1. Click the Create Text Link in the right sidebar of My Account 2. Type in the text that you want to appear in the link. 3. Click the Get HTML button. This will generate HTML code that displays the text link. 4. Click the Highlight HTML button. 5. Select Copy from the Edit menu. 6. Insert the text link HTML code: a. Find the HTML code for the agent web site you want the text link to appear. Place the cursor in the spot that you want to display the link, and select Paste from the Edit menu. For help with this process, contact your web administrator. A web administrator to insert the HTML for you. Open a new addressed to your web administrator, place the cursor in the text of the , and select Paste from the Edit menu. b. To include the banner in your signature, edit the signature in your program (make sure that your program supports HTML s). Paste the HTML code into the place within the signature that you want the banner to appear by hitting CTRL+V. For help with this process, contact your software company. PersonalCare (NAGA) Page 8
10 Forgot your Login or Password? If you have forgotten your My Account sign-in details, select the Forgot your address or password? text link from the Account Sign In page. If you have forgotten your password, enter your address and it will be ed to you. If you have forgotten your Login ID (your address), call the number indicated on the Account Sign In page for assistance. Viewing and Managing Applications Applications that your clients have initiated or submitted through your Agent URL are reported through the Client Search tool. PersonalCare (NAGA) Page 9
11 Client Search Tool With the Client Search tool agents can view the application status of client application initiated through the Agent URL. Tip: In order for an applicant s Agent to be able to view and print the client s application in the CoventryOne Agent Portal - Agent Site Client Search tool, the client must indicate their permission of such by checking the following in the CoventryOne Agent Portal -Applicant Account set up: I would like my agent to have access to view and print my application If upon the applicant s account set-up within the Agent URL, the applicant has authorized their agent to do so, the agent may additionally view and print the final applications completed by their client. By default, when the Client Search Tool first opens, it displays all clients applications from the last 30 days that are in an Incomplete Status. Specific Client Search: In the Specific Client Search box, specify any combination of the following criteria: Enter an entire address or the first 3 characters of an address. PersonalCare (NAGA) Page 10
12 First Name and Last Name: A first and last name must be entered. The query will match any member on the application, including children and spouses. The beginning 3 letters of the first and last name may also be entered. Phone Number: The area code is not required. General Client Search: In the General Client Search box, specify one of the following: Status Over Date Range: Select the status you are interested in from the drop-down and specify the start and end dates. The date range can be as long as 90 days. Current Status: further narrow your search to include only those applications with a particular current status. The Status Over Date Range criteria still apply, so be sure to set them appropriately. Product Line: if different product lines are available; use this option to limit the search to applications that correspond to a single product line. Signature Type: the search can be further narrowed to view only applications that are physically signed ( wet signed ), or only those that are electronically signed ( e-signed ). For example, to find all incomplete client applications that were initiated in July: In the Status Over Date Range box, select Incomplete Application In the Beginning this Date drop-down enter 7/1/2007 In the Ending this Date drop-down enter 7/31/2007 In the Current Status box, select Any Status In the Product Line drop-down, select Any Product In the Type drop-down, select All Tip: Press and hold the Ctrl key on your keyboard to select multiple statuses to include in a search. Search Results Results are displayed in a table containing the following fields in the report Table Header. Client Name: Click header to sort. Click the client name to see the details of the primary applicant and all dependents. Address: Click to send an to the client. Current Status: Click header to sort. Click a client s status to see status details, including the process date. Submitted: Displays the date that the application was submitted by the client, as well as the submission method. Applications submitted electronically are marked with an E ; paper applications are marked with a P. Click to sort by submission date. Plan Name: click an individual plan name to view the PersonalCare plan description document in PDF format. Plan Details: click View to see a summary of plan details. Print. If available, click to print the health plan application as completed by the applicant. View. If available, click to view the health plan application as completed by the applicant. Tip: An application may not be viewed or printed from an Agent Site unless the applicant has granted the agent permission to do so. PersonalCare (NAGA) Page 11
13 Application Statuses Status Name Set By Description Application Submitted Applicant Set when the applicant clicks on an application in Agent Site. (In this status an application has not yet been e-signed by an applicant or forwarded to underwriting ) Carrier Approved Carrier Used when an application is approved. Carrier Declined Carrier Used when an application is declined coverage. Carrier Partially Approved Carrier Used when some but not all members on an application are approved. System requires the indication of who is and who is not approved. Incomplete Application Applicant Set when the applicant creates an account after clicking ; and before the button is selected. Pending - Alternative Coverage Carrier Coventry is extending an offer of coverage to the applicant and awaiting their reply for partial and/or full application approval. Pending - Carrier Received Carrier Used to indicate the application is in underwriting. Pending - Medical Records Carrier Used to indicate the application is in underwriting but medical records are needed. Pending - Other Medical Requirements Pending - Verification Phone Call Carrier Carrier Used to indicate the application is in underwriting but other medical requirements are needed. Used to indicate the application is in underwriting but a verification phone call is needed. Printed Carrier Used to indicate the application has been printed and will be wet signed instead of esigned. Sent to Carrier Custome Set when the applicant esigns by clicking on the esign page. This status is synonymous with Sent to Underwriting. Withdrawn Signature Date Expired Carrier Used when an application in underwriting is withdrawn because the signature date is no longer valid. Withdrawn - Voluntary Carrier The application has been withdrawn in its entirety at applicant's request, or the applicant has declined offer of coverage. PersonalCare (NAGA) Page 12
14 Client Quote and Application Process Your Clients can get quotes, compare plans and apply online by simply navigating through three easy-touse sections of your CoventryOne Agent Portal -Agent Site: 1. The Census section 2. The Quotes and Plan Comparison section and 3. The Application and esign section Your Clients can Get Quotes by completing the basic information requested on the Census page Date of birth Gender Tobacco use Zip Code Next it s on to Comparing the Plans and quotes that display as a result of the Census information provided, and from there your clients can Apply Online. The Census Page PersonalCare (NAGA) Page 13
15 Step One The Census Page The Census page requests the following information for all applicants: Gender Date of birth - two digit month/two digit day/four digit year (mm/dd/yyyy) Tobacco usage in past 12 months College-student status Requested Coverage start date US Postal Zip Code When seeking a quote for a family with more than two children, select the Add Children link, this will provide additional Census page fields to accommodate a total of five children. If a client is applying with more than five children the additional children and all required information may be added in the notes section of the Application, please note however that such additional children would not have been accounted for in the CoventryOne Agent Portal Agent Site quote calculation. Once the Census page is complete, the Quotes/Plan Comparison section. button should be selected to continue to the Step Two The Quotes Page The Quotes section lists key information about the CoventryOne plans that best meet the details provided in the Census section. This is also the page to conduct side-by-side comparisons of up to four plans at once. The Custom Search tool and the Plan Advisor are available to further refine the search and determine which plan is best suited to a client s needs. Tip: To modify the census info, the Change your info link should be selected from the Quote Summary box in the right sidebar. Important information is displayed on the Quotes page about each CoventryOne plan listed: Plan Type Deductible Coinsurance Office Visit Monthly Premium To view additional details regarding plan benefits, select Benefit Details To search for Participating Providers, select Find Doctors To sort the plans by price, select the Sort by: Price radio button at the top of the page To sort by deductible amount, select the Sort by: Deductible radio button at the top of the page PersonalCare (NAGA) Page 14
16 Quotes and Plan Comparison Page A box titled Your Quote Summary on the right-hand sidebar displays the information entered on the Census page. The state, ZIP Code, county, coverage start date, gender and age of all individuals entered are displayed. Select the Change your info link to make any changes or corrections. PersonalCare (NAGA) Page 15
17 Icons The icons listed below may appear at the bottom of each plan information box and indicate special features of that particular quoted plan. Bright blue icons indicate that the plan includes the special feature; grayshadowed icons indicated non-applicability. Prescription drug coverage is included in the quoted plan selection. See the Benefit Details section of the plan for more information. Maternity Coverage Included. See the Benefit Details section of the plan for more information. Health Savings Account (HSA) Available Compare Tool The Plan Compare tool allows a side-by-side comparison of up to four plans. 1. On the Quotes page, select up to four plans to compare by selecting the Compare check box in the upper right-hand corner of the plan information box. 2. Click the Compare button at the top of any plan information box or at the bottom of the list of plans to open the Compare page. 3. Click on any of the plans on the Compare page to begin the application process. Plan Advisor The Plan Advisor tool can assist with plan selection by displaying plan selection options based on the users responses to a series of simple questions. 1. Click the Plan Advisor link at the top of the Quotes page. 2. Answer Yes to the first question in the Plan Advisor and click Next to continue. 3. Select the option that best applies from the list displayed, then click Next. 4. Repeat step 3 until the page displays with plan selection options. 5. Click Show My Recommendations. 6. Recommended plans will be displayed on the Quotes page in increasing order of premium amount. Click on any of the plans to begin the application process. PersonalCare (NAGA) Page 16
18 Plan Advisor Custom Search The Custom Search tool is available when10 or more plan quotes are displayed and can be useful in narrowing the search by specifying certain filtering criteria, such at that listed below. Premium Office Visit Maternity Deductible Coinsurance Rx Coverage Plan Type HSA Eligibility For example, to view only low-deductible plans with a copayment amount less than $10 for prescriptions and office visits: 1. From the Quotes page, click the Sort by: Price radio button 2. Click the Custom Search link 3. Enter the following in the pale-yellow criteria box at the top of the screen: PersonalCare (NAGA) Page 17
19 a. <=$500 in the Deductible drop-down menu. b. <=$10 in the Office Visit drop-down menu. c. Copay in the Rx Coverage drop-down menu. 4. Click Search The results will display the plans that exactly match the criteria and include others that most nearly meet the criteria. A message at the top of the results page identifies the number of plans that are exact matches and the number of close matches. Click on any of the plans to start the application process. Applicant Account Once the client selects the button for a plan, they will be prompted to create their CoventryOne Agent Portal -Applicant Account The applicant will be required to enter an address and to establish a password comprised of between 6 and 20 case sensitive, alpha-numeric characters. PersonalCare (NAGA) Page 18
20 Tip: In order for an applicant s Agent to be able to view and print the client s application in the CoventryOne Agent Portal - Agent Site Client Search tool, the client must indicate their permission of such by checking the following in the CoventryOne Agent Portal -Applicant Account set up: I would like my agent to have access to view and print my application Once the CoventryOne Agent Portal -Applicant Account is established, the client may begin to complete the CoventryOne online Application by clicking the Continue button to proceed to the application form. Tip: In order for the Agent to be credited for the sale of an approved application, and to report on the status of the client application in the Agent Account, the client s online quoting, plan selection and application process must be initiated within the Agent Site. This occurs automatically when the client begins the process by logging into the CoventryOne Agent Portal through the Agent URL. At any point during the application process, the applicant may select the button to save the application to their Applicant Account. To sign out of the Applicant Account, the Sign Out link at the top-right of any screen must be selected. Applicants may sign back into their account and finish the saved application at any time. After completing the content on each section of the application, the Save and Continue button to save the information that was entered and to proceed to the next page. Tip: If the Save and Finish Later or the Save and Continue buttons have not been selected, all changes will be lost. Once the application has been competed in its entirety, the applicant should select the button in order to proceed to the Signature Page. PersonalCare (NAGA) Page 19
21 The Signature Page The Signature Page is where the applicant s electronic signature is captured. Tip: An online application is not electronically submitted to the Medical Underwriting department until it is esigned by the applicant. An esigned application s status is: Sent to Carrier. To esign an application: 1. Select the button on the application Summary Page - proceed to the esign Page. 2. All boxes must be checked as confirmation that that the applicant has read and understands all sections of the application form. PersonalCare (NAGA) Page 20
22 3. The applicant s last name, first name, and middle initial must be entered and re-entered as validation. 4. The applicant s city and state must be entered. 5. If a spouse is on the agreement, they must also follow steps Select to complete the application process. Print Agreement opens a new window to view the content of the Signature page. View & Print Application allows the applicant to view and print a PDF version of the entire esigned application. Returning to the Applicant Account Applicants may select the My Account link in the top right corner of any CoventryOne Agent Portal page and enter their and password to log into their Applicant Account at any time. Once in the Applicant Account an applicant may access several tools Change user information - address, name, and password - by selecting Change your Info?. See status of an application currently in process by selecting Show: Applications in Process View and manage the following details for applications: Details. A link to complete details about the plan Doctors. A link to the Find Doctor tool. Current status. Displays the current status of the application. View status history. Opens a new window showing each status change and the date and time of the change. Next Step. Indicates what to expect resulting from the current application status. In some cases, required user feedback is indicated. Finish Application. Allow the applicant to proceed to the uncompleted section(s) of an incomplete application Electronically Sign. Allows the applicant to proceed to the Signature Page to esign a submitted application View application. View application in PDF format. Delete application. If an application has not yet been submitted, this will delete it from the Applicant Account. To complete an application that has already been started: 1. Sign in to the Applicant Account, enter the address and password and click Go. 2. Select Finish Application. Auto- Feature Applicant s may check under the section in the plan information box to view correspondence related to the application. The Inbox tab contains notification s; the Sent tab displays s sent by the applicant. P:\Local Guides\PC_APGuide_NoGA_ doc Dev. 10/21/07 PersonalCare (NAGA) Page 21
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