Managing persistency
How Ethos helps you keep business on the books and grow more efficiently
Client education & flexible product options
Business metrics & team performance tools ● Our agent portal is your all-in-one tool for managing persistency and tracking your team’s performance.
Real-time client updates & automated reminders ● Get a 360° customer view to track policy status and know when to follow up, no guesswork needed.
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Access a complete training library to educate clients and boost their confidence in their decision Our algorithm automatically routes clients to the right product that's best suited to their needs.
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Access a self-serve training library with detailed how-to videos and a Help Center to help you manage persistency and chargebacks effectively.
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We give real-time status updates on client apps and activated policies via email and SMS.
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Client status cheat sheet Tools and resources to help you manage persistency
The client status cheat sheet is an important resource that explains what each of our policy and application statuses mean, and what next steps you can take. Learn more. Hereʼs an example: Your clientʼs portal status is showing Pending Initial Premium so you go to our cheat sheet to find out what this means and see the following: ● What does this mean? The policy is in-force but the initial premium ACH payment has not cleared yet. ● What action can you take? Contact your client, let them know that payment is pending, and answer any questions they may have!
This resource is available to you in the Customers tab and Resource Center if the agent portal.
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Updating your client’s payment method Tools and resources to help you manage persistency
Update payment information for clients whose policy statuses show Initial Premium Failed, Grace Period, and Late Offer Period. Note: This is available for Ethos Term - Choice/Prime and ACH payment only. For TruStage, the client can contact support at 888-787-8243 to update their info. Hereʼs how: ➔ Go to the Customers tab, open the policy that needs to be updated, and select “Update customer payment.” ➔ Enter new bank details and send a 6-digit SMS code for client authorization. ➔ Input the code, click “Save,” and the client will receive a confirmation email.
Our step-by-step video tutorial is also available to you in the Resource Center of the agent portal.
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Additional support information
For Ethos Term Life – Choice & Prime
For Ethos IUL
Agent post-sale servicing
Contact Ethos agent support at (415) 639-3968 or agents@getethos.com Contact Ethos customer support at (888) 384-6754 or support@ethoslife.com
Clients can contact Ameritas at (800) 745-1112
Agent policy servicing & post-sale support
Client servicing
Clients can log in at https://accounts.ameritas.com/login to view their policy information and update their payment method online.
Client servicing, including activation of accelerated death benefits
TruStage TM
Pre-activation support
Contact Ethos agent support at (415) 639-3968 or agents@getethos.com.
Clients can contact the TruStage customer support team at 888-787-8243.
All policy servicing & post-sale support
Access policy info & more
Clients can log in at trustage.com/myaccount to view their policy information and update their payment method online.
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Monitoring persistency in the agent portal Tools and resources to help you manage persistency
Monitor your current persistency metrics from the agent portal Homepage and Performance Tab.
Homepage: In the agent portal homepage, youʼll find business metrics that monitors your personal 4 month, 7 month, and 13 month persistency. Performance: In the agent portal Performance tab, you can monitor your entire organization with the hierarchy and individual agent-level view.
Our step-by-step video tutorial is also available to you in the Resource Center of the agent portal.
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Stay in the loop Receive confirmation when a new downline is added to your hierarchy, their payment tier has changed, or theyʼre on a repayment plan with us.
Emails are sent to you when the following happens on Ethos Term products: ➔ Client’s initial payment failed ➔ Policy status shifted from Premium Paying to Grace/Lapsed ➔ Policy Status shifted from Grace/Lapsed to Premium Paying ➔ Successfully/ failed to update(d) your client’s payment info
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Ethos Persistency Warning and Termination Guidelines
10 or more policies
3 to 9 policies
Warning level (less than) At risk for termination
Termination level (less than) Can no longer sell Ethos
Warning level (less than) At risk for termination
Termination level (less than) Can no longer sell Ethos
Persistency
2 month
80%
70%
60%
50%
3 month
80%
70%
60%
50%
4 month
80%
70%
60%
50%
7 month
70%
60%
50%
40%
13 month
60%
50%
40%
30%
Note: Ethos persistency guidelines are subject to change.
Here are the numbers to use when calculating persistency by month:
How to calculate the persistency rate Persistency rate = A/B
● 2 month: X=2, Y= 14 ● 3 month: X=3, Y=15 ● 4 month: X=4, Y=16 ● 7 month: X=7, Y=19 ● 13 month: X=13, Y=25
A = Number of policies (net of free look surrenders, policies with initial payment failures and rescissions) activated between X and Y months ago, that persisted at least X months B = Number of policies (net of free look surrenders, policies with initial payment failures and rescissions) activated between X and Y months ago
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