NEW AGENT GUIDE One Life America
Table of Contents Welcome... 2 Licensing Resident License... 3 Non-Resident License... 4 Continuing Education Courses... 6 Getting Contracted... 7 Preparation... 7 Completing Your Contracts... 7 One Life Academy... 14 One Life University... 15 Hands on Training... 17 One Life America E-mail Address Requests... 17 Ordering Business Cards... 17 Ordering Supplies... 18 Agent Hub... 20 How to Submit an Application for Processing... 22 Email... 22 Fax... 22 Upload... 22 One Life America and Carrier Contact List... 23 One Life America Contact Information... 23 Carrier Contact Information... 28 Conclusion... 30 1
Welcome Welcome to One Life America! We are excited that you have made the decision to be an Agent with our company. This manual is a step by step guide of how to get started. We encourage every Agent to read this guide and follow the steps outlined below to ensure that you have all of the tools and knowledge you need to get started. Please do not be intimidated by the size of this guide the steps are not as long as it may seem; we have just included some screen shots that may assist you during the process. You also do not have to complete everything in this guide in one sitting. Should you ever have a question about anything contained in this manual, please contact your Manager for clarification. 2
Licensing Resident License Please note, if you are already a licensed Insurance Agent, please skip this step and proceed to Non- Resident License on page 4. If you are new to the insurance industry and need to apply for your Resident License, please complete the steps below: 1. First you will need to complete a pre-licensing course. The pre-licensing course you will need to take varies by state. For a recommendation on which course to take, please contact your Manager directly. 2. Once you have completed your pre-licensing course, you will need to take your state exam. Since locations to take your exam vary by state, please contact your Manager directly to obtain this information. 3. Once you have passed your state exam, you will need to go to www.nipr.com to apply for your Resident License. Please note that you will need a debit or credit card to pay for any required fees. Fees vary by state. 3
4. After you have applied for your Resident License, you must wait to proceed with the contracting process until after you have received a copy of your Resident License as this is required when you submit your contracts for processing. Processing time for your Resident License varies by state. Non-Resident License Please note, if you do not wish to apply for any Non-Resident Licenses, please skip this step and proceed to Getting Contracted on page 7. Once you receive your Resident License or if you already have your Resident License, you may apply for Non-Resident Licenses. This gives you the ability to sell insurance in states in which you do not live. Please note that you do not have to wait to receive your Non-Resident License in order to start the contracting process. However, you must submit your Non-Resident licenses to the Licensing Department PRIOR TO selling a policy in that state. This will allow our Licensing Department to have you appointed with the carriers in that state. Failure to submit them to the Licensing Department prior to selling a policy in that state will result in that policy not being issued. Non-Resident licenses may be submitted to contracting@onelifeamerica.com. 1. Go to www.nipr.com to apply for your Non-Resident License. Please note that you will need a debit or credit card to pay for any required fees. Fees vary by state. 4
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Continuing Education Courses Please remember that all Insurance Agents, regardless of how long you have been licensed, must complete Continuing Education Courses at least 60 days prior to their license expiring. Continuing Education requirements vary by state so please contact your Manager for any assistance with purchasing and completing the courses. Once you have completed your Continuing Education Courses remember to renew your license. Failure to do so will result in your license expiring. This means you will not be able to sell policies and will have to complete the contracting process all over again. This also means you will lose all of your renewal commissions. Please note that if you change your address, you MUST submit your new address to the Licensing Department. All change of address notifications may be sent to contracting@onelifeamerica.com 6
Getting Contracted Preparation In order to start the contracting process, you must have a few items first: 1. Your Manager s Referrer ID: You ll need this a few times to ensure that we get the right information and contract level. If you don t have this, contact your manager. 2. Your One Life Referral Code: This code is RC02684. This code identifies you as a career One Life Agent. 3. Your Social Security Number: We ll need every digit. This is to ensure that the correct person gets credit and payment for your sales. Completing Your Contracts For your benefit, One Life has created an online system to capture all your contract information. At One Life, we value your time and look to ensure that all steps are completed so that we help streamline the process. Below you ll be walked through our contracting procedure. Please note that you may only complete your contracts via Agent Trax using Internet Explorer 9 or earlier. Using another Web browser or Internet Explorer 10 or newer will result in the site not functioning properly. 1. Go to www.agenttrax.net 2. Click Online Contracting 3. Next you will need to enter the referrer ID and Referral Code given to you by your Manager. Referrer ID is your direct upline manager s code, Referral code is One Life America s code RC02684. After the codes are entered then you will need to enter your social security number and then click Submit Manager Note: When recruiting you should provide your agents with your own Referrer ID, failure to provide the correct referral ID will likely result in your agent being coded to someone else. 4. Next you will be given instructions. Please read the instructions then press Continue 5. Next you will see the Contracting Roadmap. After information is each section is entered you will notice it will change to show Done 7
6. Next you will need to click on Agent Info and complete 7 pages of Agent information. Please note that you may not enter special characters (such as. / ) when entering data. 7. Once you have completed all 7 pages, you will need to click on Finished Please note, if the Finished button is not highlighted that means some required information has not been entered. Go back through the personal information screens and locate the missing data and complete. As soon as the basic required data is entered, you can save the data and return to the contracting system later to complete the other portions of the process 8. After you click Finished you will be taken back to the Contracting Roadmap 9. Now proceed to the Work History section. Please note that you will need to click Save between each entry in the work history section. You MUST enter in ALL of your work history for the past 5 years. Remember to list all periods of unemployment also. 8
10. Next you will be taken back to Contracting Roadmap where you will complete the Licenses section. Enter your resident state license information and then click Save. Then enter all non-resident license information. You will need to click Save between each entry; then click Finished when information is complete. 11. Once you click on Finished, you will be taken back to Contracting Roadmap to complete the Appointments section. 9
12. Click on the name of the carrier you wish to apply for and you will be given the appointment fee amount required for each state (if applicable). 13. Now press Save and continue to the next carrier until you have chosen all carriers you wish to represent. 14. When you have finished choosing your contracts, click Finished. 15. Now click Get Contracts Now. 16. After you click Get Contracts Now you will be provided with a list of the carriers you had previous selected. Each carrier listed is a pdf file of the prefilled contracts. Click on each link to open the pdf file. You may also right click and select save link as or save target as to save them to your desktop. 10
17. You will then need to print each contract, complete any blank spaces, complete the yes and no questions, and sign where indicated. If you have a yes answer on any of the contracts, you will need to write or type up a letter explaining why you selected yes to a question, what the circumstances behind it were and what you have done to correct it. This will improve your chances of being appointed with the carriers. 18. Please note that if you wish to become contracted with Gerber Life Insurance Company you will not be able to complete your contracts via Agent Trax. To access the contract for Gerber, please visit the following link: http://www.onelifeamerica.com/onelife/downloads/gerberagreement.pdf. NOTE: You must copy and paste this link to access the contract. Clicking on it from this manual will result in it not opening. 19. Once you have completed the contract for Gerber Life Insurance Company, you will need to print the contract and sign where indicated. 20. Double check your contracts to ensure all of the required information is complete. Failure to complete your contracts entirely or correctly prior to submitting them will result in the Contracting Department sending your contracts back to you for corrections. This will delay processing. 21. After all of your contracts are completed and double checked, please submit your completed contracts along with the following information: A copy of your Resident Insurance License Copies of any Non-Resident Insurance Licenses you may have A voided check (deposit slip is not acceptable) If you do not have a voided check, you may obtain a letter from your bank that includes your name, account number and routing number. This letter MUST be on bank letterhead and be signed by a bank official. If it is not on bank letterhead AND signed by a bank official, it may result in the carrier delaying your appointment until that is received. Proof of Anti-Money Laundering training. The Anti-Money Laundering may be completed at https://aml.limra.com. If you are contracting with American Amicable, you must also complete their Anti-Money Laundering Training, which can be found at http://www.americanamicable.com/internet/aml/amllogon.php Please note that your contracts will not be processed if any of the above items are missing. 22. Submit your contracts to the Contracting Department for processing via email, fax or postal mail. E-mail is the preferred method and will result in faster processing. This also allows the Contracting Department to provide you with status updates regarding your contracts. E-mail: contracting@onelifeamerica.com Fax: 1-601-693-6765 Postal Mail: One Life America ATTN: Amanda Cole 3800 Highway 45 North Meridian, MS 39301 11
23. Once you have submitted the contracts you completed via Agent Trax and the contract for Gerber Life Insurance, you will need to complete your Kemper contract. Please note that Kemper requires you to complete their contract via their Web site. Start by clicking on the link below or copy and paste the URL address below into your web browser: https://www.ainsight.com/nomoreforms/logon?type=client_nonins&clientcode=rnic The company name will show as Reserve National Insurance Company 24. Enter your first name, last name, social security number and create a password. The last entry spot is for the package code. Your code will be ISHGFLEX 25. Your contracting package will be presented to you. Go into each document, complete the document, digitally signing it and hit the red Save My Info at the bottom of each form. 26. After all forms are completed, then you can submit the package. Please note that you DO NOT have to print your contract for Kemper and submit it to our Contracting Department. Since this is a third party site that is not owned or operated by One Life America, we will be unable to help you with the Kemper contracting Web site. For comments or questions regarding the Kemper contracting process please email Kemper at support@nomoreforms.com or contact Kemper s Help Desk at 800-686-8279 (8:00 am - 7:00 pm EST). You are now finished with the contracting process. You may return to Agenttrax.net at any time to obtain new contracts as they become available. Please note that all carriers will be checking the following: Credit history Criminal background Vector One Cross Recruiting Please be on the lookout for an e-mail from each carrier that will contain your writing number. You may also check Agent Trax at any time to see if your writing number has been issued yet. You will not be able to write business for that carrier until you receive your writing number with the exception of Liberty Bankers Life in certain states. If you write business prior to being appointed with a company, it will result in that policy not being issued. 12
Each carrier has different processing times before they issue you a writing number. On average, you should receive your writing number from each of the carriers within the time frames listed below. These time frames are from when you submit your contracts to the Contracting Department for processing. Please remember that if corrections are needed or information is missing, it will delay processing. American Amicable 3 business days Americo 5-10 business days Foresters 5-10 business days Gerber Gerber has just-in-time contracting in most states where you need to complete a contract for appointment, then submit an application on a client to get appointed. However, if you are completing an application in Georgia, Louisiana, Pennsylvania, Rhode Island or Wisconsin, you MUST have your writing number PRIOR to completing an application. It typically takes 2 weeks to receive your writing number from Gerber in these cases. Kemper 1-2 months Liberty Bankers Life They will issue your writing number once you submit your first application for processing unless you live in a state, such as Georgia, where you must have your writing number first. To find out if you live in one of those states, please contact the Contracting Department. If you have not received your writing numbers within the timeframe listed above, please contact the Contracting Department for assistance at 1-800-748-0026 ext. 1216 or contracting@onelifeamerica.com. On the following pages, you will find some additional items to assist you with your career at One Life, including information on training, ordering supplies and how to obtain leads. 13
One Life Academy While you are waiting on your writing numbers from the carriers, please register for the next One Life Academy. The One Life Academy is held at our corporate office in Meridian, MS every other month. During this session you will enjoy: A two-night stay at the Drury Inn (minutes from the office) A personal tour of our 45,000 square foot home office, including our mail house All lunches and dinners paid for by the company, one of which will be at the luxurious Parker Farms, home of One Life Founder/Owner Ken Parker Sales training conducted by experienced Managers Leadership training You may see a list of available dates and register at: http://www.onelifeamerica.com/careers/index.cfm/academy/ If you have any questions regarding the One Life Academy, please contact David Hosch, Director of Marketing, at 1-800-748-0026 ext. 1229 or dhosch@onelifeamerica.com. Remember to register early to reserve your spot! 14
One Life University At One Life America, we ve even streamlined the training. One Life America takes much of the guess work out of the how to s of selling insurance. After you have registered for the One Life Academy, the next step is to participate in our elearning courses on the One Life University Web site. One Life University is a vital part of the training process as one thing it teaches you is how to use Agent which you access leads from. Attending the Academy is not a requirement prior to starting the One Life University. However, it is required that you complete the Agent Hub training course on the One Life University site PRIOR to registering for Agent Hub. Failure to do so will result in you being unable to register for Agent Hub and not being able to access your leads. Follow the instructions below to review training on product, sales technic, lead ordering, and training for carriers. Please feel free to come back to this elearning at any time for refresher courses. 1. Go to our online learning site at http://learning.onelifeamerica.com 2. Click on Login at the top right of the screen 3. Now you are at the login page. Click on Create New Account form on the right side under where it says Is this your first time here? to create a new account. 15
4. You will be taken to a page where you fill out a form with your personal account. Fill in all fields and then click the Create My New Account button at the bottom of the page. 5. You will then receive an e-mail at the e-mail address you provided during the registration process. You will need to click on the link provided in that e-mail to confirm your account. 6. Once you click on the link provided in the e-mail, a Web page will appear stating that your registration has been confirmed. Click on the button that says Courses. 7. In the center of this page you will see Course Categories and just underneath you see Agent Hub Training. Click on Agent Hub Training. 8. Click on Enroll Me (there is no enrollment key for this course) 9. Next click on Logging into Agent Hub and read all information. Then click Done at the bottom of the page. 10. You will now see a congratulations screen for completing this training. Click on Return to Agent Hub Training under the Well Done statement. 11. You will notice a red checkmark on the far right indicating that you have completed that section. Now click on Agent Hub. 12. This course is several pages long. Read all information and click Next at the bottom of each page until you reach the final page 13. On the last page, click the circle beside the statement I agree with the above statement and then click Submit. 14. You will now see another congratulations page. Do not click on return to Agent Hub training. Use the grey navigation window near the top left of your screen and click HOME. 15. This is the Home page for the elearning site. Near the center bottom you will see Course Categories and underneath that you will click on Agents. 16. You will now see Agent Hub Training and One Life University in the center, click on One Life University. 17. Use the Self Enrollment (Student) access. The Enrollment key is onelifeamerica (all lower case and no spaces) and click on Enroll Me. 18. You are now in the University product knowledge, video and sales training site. Complete all modules. 19. Some of these modules are videos and literature on the subject. All of the carrier specific sections have lessons with a quiz at the end and an Application Completion lesson. Complete all videos and carrier training. Read and print the Printable Materials section if you like. 20. We encourage you to print off each certificate that you receive, scan and email them to your direct up line manager. 16
Hands on Training After you have completed your One Life University training, we encourage every Agent to contact their Manager to discuss hands on training. This will vary depending on your needs and prior experience One Life America E-mail Address Requests All Career Agents are encouraged to request a One Life America e-mail address. This will allow you to e-mail your applications to Agent Services for processing. By e-mailing your applications to Agent Services instead of faxing them, it allows for faster processing. If you do not have a One Life America e-mail address, you cannot submit applications via e-mail as they will be bounced back to you and will not be processed. To request a One Life America e-mail address, send an email to helpdesk@onelifeamerica.com. In the email, include your name, phone number, current email address, and your direct upline manager s name. Please note that you MUST wait 3 business days after submitting your contracts for processing before you may submit a request for a One Life America e-mail address. You will receive notification that your e-mail address has been created within 1 business day. Please note that all One Life America e-mail addresses will be in the following format: first name. last name@onelifeamerica.com. NO EXCEPTIONS. Please note that any One Life America e-mail address that is not used for any period of 45 days will automatically be deleted. Ordering Business Cards Another great tool that One Life America provides for Agents is FREE business cards. To order your free business cards, please visit http://www.onelifeamerica.com/salestools. Once on that site, please enter the following login information: Username olamarketing Password july1supply o The password is subject to change once per month. If this password does not work when entered, please contact David Hosch, Director of Marketing, at 1-800-748-0026 ext. 1229 or dhosch@onelifeamerica.com Once logged in, please click on Learn More under the Reorder Supplies section and complete the form. 17
Ordering Supplies By this time you should have started receiving some of your writing numbers from the carriers. We know you are anxious to start selling but you need a few more tools before that can begin; one of which is supplies for when you are in the field. Continuing to be ever focused on getting you, The Agent, everything you need we ve streamlined the process of getting supplies by eliminating the middle man us! Each of our carriers have a variety of different marketing materials that you can order or download directly from them. Some examples of the supplies are Foresters who has point of sale folders and Americo who has final wishes books. Below is a list of websites that you can visit for each carrier and login to the agent portal using your credentials. If you don t know your credentials please contact each carrier directly. Contact information for each carrier is listed in the back of this guide. Also, when you start receiving your writing numbers, you will receive a welcome packet from each carrier that will include order forms that you may mail or fax in. Foresters www.foresters.com to login to your agent portal. The product that we sell is Plan Right. American Amicable www.americanamicable.com to login to your agent portal. The products that we sell are the Lighthouse Advantage and Lighthouse Legacy. Americo www.americo.com to login to your agent portal. The plan that we sell is the Eagle Premiere. Gerber Below is a link to a training portal, login information and instructions for getting sales materials for Gerber. This is where you can print off applications for your state to get started. Gerber has just-in-time contracting in MOST states where you need complete a contract for appointment, then submit an application on a client to get appointed. However, if you are completing an application in Georgia, Louisiana, Pennsylvania, Rhode Island or Wisconsin, you MUST have your writing number PRIOR to completing an application. https://training.gerberlifeagency.com/gl/view/agency/home.jsp Login: 42000999 Password: secret1234 Once you receive your writing number, you can visit https://www.gerberlife.com/gl/view/agency/login to login to your agent portal NOTE: You must copy and paste this link to access the Web site. Clicking on it from this manual will result in an error message. The products that we sell are the Gerber Grow Up Plan and GI Whole Life. You can print these applications to use in the field. Kemper - http://portal.reservenational.com/forms.aspx to see forms by state. The Plan that we sell is the GI Whole Life. You can print these applications to use in the field. Liberty Bankers www.libertybankerslife.com to login to your agent portal. The plan that we sell is the SIMPL Plan. 18
Ordering a One Life America Pitch Book Now your supplies are on their way or have started arriving. What do you do with all of your materials? Order a One Life America Pitch Book! This leather bound rate book comes with the rates for each carrier as well as presentation material to use while in the field. There is plenty of space for you to add materials you may need while in the field, such as important contact numbers. There is a $50.00 fee for this book but that fee is well worth it to stay organized. To order a rate book, please visit http://www.onelifeamerica.com/salestools. Once on the site, you will now be prompted to use a username & password Username olamarketing Password july1supply o The password is subject to change once per month. If this password does not work when entered, please contact David Hosch, Director of Marketing, at 1-800-748-0026 ext. 1229 or dhosch@onelifeamerica.com By now you have almost all the tools needed to get out into the field and start selling. The next step is to register for Agent Hub. The following pages will guide you through that process. 19
Agent Hub At One Life America, we know that a soldier is only as good as their weapons. To that end, One Life America not only equips you with the best lead program in the industry, but also the best lead management solution for you and your team Agent Hub. Before getting started, you ll need to have a couple of items: Your Manager s Referral Code. Please note that this is NOT the same Referral Code you were given during the contracting process. If you have not received your Referral Code needed for Agent Hub, please contact your Manager directly. Your One Life Agent Key. Please note that your One Life Agent Key is typically available 2-3 days after submitting your contracts for processing. These numbers are not automatically sent to you via e-mail. To obtain your One Life Agent Key, please contact the Agent Onboarding Department at: 1-866-775-5896. You may also contact them via e-mail at: astewart@onelifeamerica.com OR tboles@adminins.com OR anye@onelifeamerica.com. Please note that in order to proceed with Agent Hub, you MUST have completed the One Life University training course about Agent Hub. You will NOT be able to proceed if that training has not been completed. 1. From your internet browser go to http://agents.onelifeamerica.com/ 2. Select New Agents on the left side of the screen. 20
3. Enter your Referral Code supplied by your Manager. Please note that your Referral Code should be six characters long and should be entered without any dashes. 4. Select Continue if the Referring Agent listed is correct. 5. Complete the personal information page and select Continue. 6. Follow prompts to complete the registrations process. 7. Once registration is complete, the site will bring you back to the Agent Hub home page. Click on Agents Home. 8. Sign in using the username and password you just created. 9. Next, you will be prompted to enter your One Life Agent Key. Enter that information into the space provided and select Continue. 10. Next, you will be prompted to enter your One Life University username. Enter that information into the space provided and select Continue. Congratulations! You are now registered for Agent Hub. By now you should know how to order leads and navigate Agent Hub from your One Life University training. If you have any questions about navigating the site or ordering leads, please contact your Manager directly or the Agent Onboarding Department at 1-866-775-5896 or via e-mail at astewart@onelifeamerica.com OR tboles@adminins.com OR anye@onelifeamerica.com Note: All new agents are given 75 B lead credits and 50 C lead credits on their first lead order. Lead credits for all new agents must be requested by your manager. All agents are required to submit $2,000 in annual premium to begin qualifying for A leads. 21
How to Submit an Application for Processing We know you are anxious to get started but there is one more crucial piece of information you need how to submit an application for processing. It is important that you review this section PRIOR to completing an application so you may contact your Manager with any questions you may have. Failure to do so may result in a delay in processing your application. Email This is our preferred way of business submittal. To submit an application via e-mail, you must have a One Life America email account. By now you should have already requested and received a One life America e-mail account but if you forgot that step, please refer to page 21 of this guide for instructions on how to request one. If you try to e-mail an application from any other e-mail account (gmail, yahoo, etc.) it will be bounced back to you and the application will not be processed. In addition to scanning your applications via a traditional scanner, you may also download an application called Turbo Scan so you may scan and e-mail them from your phone or tablet. This application can be downloaded from your itunes or Android Store. Use the application to take a picture of your application and save it as a PDF. From there, email it using your OLA email account to newbusiness@onelifeamerica.com. Please remember that even if you use the Turbo Scan app, you must submit the application from your One Life America e-mail account. If you try to e-mail an application from any other e-mail account (gmail, yahoo, etc.) it will be bounced back to you and the application will not be processed. Please note that although One Life America allows applications to be submitted via Turbo Scan, we do not support it or service that app or any other app. Once sent, you will receive a confirmation email that we have received your application. Do not respond to the email, as it is not monitored. Fax You may fax your business to our Agent Services Department. Please note that you can only fax one application at a time. Do not combine multiple applications on the same fax as it complicates our sorting process. Our Toll-free Fax number is 1-866-357-9442 Upload Should you have a home office or business office and you would like something a little more methodical, you are welcome to use our upload center. To get a username and password contact our helpdesk department at 1-866-940-7624 or helpdesk@onelifeamerica.com. Once an account has been created, go to http://files.onelifeamerica.com. From there you can upload your applications directly to our Agent Services department. This is a secure file transfer process (sftp). 22
One Life America and Carrier Contact List Need help? Not sure who to contact? It s ok, we have you covered! Below is a list of important phone numbers for the departments at One Life America and the carriers that we work with. This list provides you with contact information for each department as well as a basic outline of who you should contact when certain issues arise. It is very important that you contact the appropriate person, department or carrier when you need assistance as this will speed up response time. Failure to do so may result in a delay with any assistance you may require. If you need assistance for any issue not listed in this outline, please contact your Manager. One Life America Contact Information My Manager is: My Manager s Phone number is: My Manager s E-mail Address is: My Referral Code is: When should I contact my Manager? Questions about commission level To request a referral code One Life University questions Agent Hub questions Questions about training Questions about how to complete an application Questions about how to order leads and lead credits Questions about how to print leads Questions about PPL General questions about anything not listed below 23
Agent Services When should I contact Agent Services? To submit an application To check and see if an application has been received If any completed applications are not showing in Agent Hub after 1 business day of submitting it to Agent Services for processing If you have not received a Foresters certificate number within 1 business day of submitting the application to Agent Services for processing To submit a Wal-Mart lead so a gift card may be issued Questions on how to disposition a lead If you have a question on how to complete an application, please contact your Manager first. If your Manager is unavailable, you may then contact Agent Services with any questions you may have Phone number: 1-800-748-0026 ext 3338 E-mail Address: agentservices@onelifeamerica.com Fax number: 1-866-357-9442 Hours of operation: Monday through Friday 8:00 AM to 5:00 PM (Central), excluding all major holidays Contracting When should I contact the contracting department? To ask questions about how to complete contracts To submit your completed contracts and supporting documentation To check on the status of submitted contracts If you were a previous Agent that is coming back to work with One Life and you are not able to complete your new contracts in Agent Trax Phone number: 1-800-748-0026 ext. 1216 E-mail Address: contracting@onelifeamerica.com Fax number: 1-601-693-6765 Hours of operation: Monday through Friday 8:00 AM to 5:00 PM (Central), excluding all major holidays 24
IT When should I contact the IT department? To submit an e-mail request form Any technical issues relating to One Life related equipment If you try to access Agent Hub and receive a message stating that Silverlight is not installed E-mail password resets, if you can no longer remember your password for your One Life e-mail account. Please remember that all One Life America e-mail accounts are automatically disabled after 45 days of non-use ***Please note that the IT department does not offer support for any non-one Life equipment and services. This includes but is not limited to: Turbo Scan app, personal computers, personal printers, personal fax machines, itunes, cell phones and Internet services for any non-one Life locations Phone number: 1-866-940-7624 ***Please note that when you call the IT Helpdesk, you will speak with the IT Helpdesk Coordinator. Please explain the issue you are experiencing in detail as this will assist in resolving the problem. The IT Helpdesk Coordinator will then open a Helpdesk ticket that will be assigned to a Helpdesk Technician. The Helpdesk Technician will contact you within 1 business day regarding your issue. If you have not heard from a Helpdesk Technician within that timeframe, please follow-up with the Helpdesk Coordinator for a status report E-mail Address: helpdesk@onelifeamerica.com ***Please note that when you e-mail IT, it will automatically open a Helpdesk ticket that will be assigned to a Helpdesk Technician. Once submitted and assigned, you will receive an e-mail at the e-mail address you have submitted your request from showing you which Helpdesk Technician has been assigned your ticket. The Helpdesk Technician will contact you within 1 business day regarding your issue. If you have not heard from a Helpdesk Technician within that timeframe, please respond back to the e-mail you received showing which Helpdesk Technician was assigned your ticket or call the IT Helpdesk Coordinator for a status report Fax number: 1-601-693-6765 Hours of operation: Monday through Friday 7:00 AM to 5:00 PM (Central), excluding all major holidays 25
Lead Department When should I contact the Lead department? All questions regarding leads and lead credits should be directed to your Manager first. Your Manager will then contact the Lead Department for assistance If your Manager is on vacation or otherwise unavailable for more than 1 business day, you may then contact the Lead Department directly. **Please note that for new agents, your manager must contact the Lead Department regarding lead credits first Phone number: 1-800-872-5323 E-mail Address: awoodard@onelifeamerica.com Fax number: 1-601-693-3392 Hours of operation: Monday through Friday 8:00 AM to 5:00 PM (Central), excluding all major holidays Licensing When should I contact the Licensing department? To submit non-resident licenses To request appointments in additional states (a non-resident license MUST BE SUBMITTED PRIOR to submitting business in that state. Failure to do so may result in that policy not being issued by the carrier) To submit a change of address Questions about Continuing Education Courses Phone number: 1-800-748-0026 ext. 1218 E-mail Address: contracting@onelifeamerica.com Fax number: 1-601-693-6765 Hours of operation: Monday through Friday 8:00 AM to 5:00 PM (Central), excluding all major holidays Marketing When should I contact the Marketing department? Questions about recruiting Questions about the One Life Academy and registering for it Questions about ordering carrier supplies and materials Questions about ordering One Life America pitch books Phone number: 1-800-748-0026 ext. 1229 E-mail Address: dhosch@onelifeamerica.com Fax number: 1-601-693-6765 Hours of operation: Monday through Friday 8:00 AM to 5:00 PM (Central), excluding all major holidays 26
Agent Onboarding When should I contact the Agent Onboarding department? Questions about the New Agent Guide Questions regarding registering for Agent Hub General questions that are not listed above Phone number: 1-866-775-5896 E-mail Address: astewart@onelifeamerica.com OR tboles@adminins.com OR anye@onelifeamerica.com Fax number: 1-601-693-6765 Hours of operation: Monday through Friday 7:30 AM to 5:00 PM (Central), excluding all major holidays 27
Carrier Contact Information When should I contact a carrier directly? Complete an interview Complete a risk assessment or ask an underwriting question Order Marketing supplies Ask a question about missing or inaccurate commission payments Ask a question about chargebacks Obtain a login for the carrier s Web site If a customer s payment was not drafted correctly (customer must be on the line also) American Amicable Lighthouse Advantage interview phone number: 1-866-719-2024 Lighthouse Legacy interview phone number: 1-877-351-1773 Agent Services phone number: 1-800-736-7311 Web site address: www.americanamicable.com Americo Interview phone number: 1-855-248-8327 Agent Services phone number: 1-800-256-2328 Web site address: www.agentcafe.com Foresters Interview phone number: 1-866-844-9276 Agent Services phone number: 1-800-543-0611 Customer Service phone number: 1-800-828-1540 Web site address: www.foresters.com Gerber Agent Services phone number: 1-800-428-4947 Customer Service phone number: 1-800-253-3074 Web site address: www.gerberlife.com Agent Portal website: www.gerberlifeagency.com 28
Kemper Agent Services phone number: 1-855-516-8528 Web site address: www.kemperseniorsolutions.com Liberty Bankers Life Interview phone number: 1-800-604-6844 Agent Services phone number: 888-525-4467 Customer Service phone number: 888-525-4467 Web site address: www.libertybankerslife.com Mutual of Omaha (M & O) Agent Services phone number: 1-800-775-7896 (Life), 800-995-9324 (Med Supplement), 1-800-775-6000 (All other products) Customer Service phone number: 1-800-775-6000 Web site address: www.mutualofomaha.com National Guaranty Life (NGL) Agent Services phone number: 1-800-988-0826 Customer Service phone number: 1-800-988-0826 Web site address: www.nglic.com Agent Portal website: www.my.nglic.com United Home Life Interview phone number: 1-866-333-6557 Agent Services phone number: 1-800-428-3001 Web site address: www.unitedhomelife.com 29
Conclusion Congratulations! You have finished the entire New Agent Guide. By now you should: Be licensed (if applicable) Completed and submitted your contracts Have registered for and/or attended the One Life Academy Completed the training courses on One Life University Completed Hands On Training with your Manager Have a One Life e-mail address Ordered business cards Ordered supplies Ordered a One Life America Pitch Book Registered for Agent Hub and know how to pull leads Know how to submit an application for processing We wish you the best of luck in your long career with One Life. We all look forward to working with you during every step of the way. 30