SureBridge – June Customer Payment Technical Issue

Some customers need to update their payment info in the Portal
SureBridge has been made aware of a technical matter as a result of their transition to a new payment vendor that has resulted in a number of June credit card payments improperly failing. Due to this issue, agents may see a higher than normal amount of failed payments on their daily Take Action email notifications.

Customers with failed credit card payments for the current bill cycle only should be referred to the SureBridge Member Portal at myportal.surebridgeinsurance.com to update their credit card information on file.

All customers that have policies with past due payments should be referred to SureBridge Customer Service at (800) 815-8535. Customer Service is available to update their credit card or make a onetime payment Monday through Friday from 8:00am through 5:00pm in all time zones.

Please advise your customers that wait times are longer than usual due to increased inquiries about this issue and those who can update their payment through the Customer Portal should be encouraged to do so.

Any policies that lapse as a result of a failed payment associated with this issue will be reinstated accordingly.

We apologize for this inconvenience and are working diligently with the vendor to resolve the issue.

Questions?  Contact SureBridge Producer Support at 888-797-4447 8:00 am – 5:00 pm, Monday – Friday.

SureBridge: Change in Payment Vendor for Credit Cards

In preparation for SureBridge’s transition of payment vendors ALL in-flight applications using credit card as a payment method will need to be submitted prior to 8 PM on May 15.

Starting from 8 PM on May 15 through 8 PM on May 21, any application started or submitted using a credit card will require the New Business team to contact the applicants directly and recollect their credit card information. Applications started but not submitted during this timeframe could be impacted up to 30 days from the date the application was started, creating additional work for both New Business and the customer.

To reduce this impact, and the need to contact the customer, please close as many of your in-flight applications prior to 8 PM May 15 as possible; and where feasible do not select credit card as a method of payment for applications from 8 PM May 15 through May 21.

Applications started on or after May 22 will process as normal under our new payment vendor.

Also, please be aware that the Self Service portal, for credit card processing, will be unavailable from 8 PM on May 15 through 8 PM on May 21, for both you and your customers.  For urgent issues, please contact Customer Service at 1-800-815-8535.

 

If you have any questions – reach out to your Cornerstone representative

SureBridge – Hottest Products

Connect with your Cornerstone Senior Marketing Rep today to talk about the SureBridge product line-up!

HospitalWise

  • Pays a daily benefit if the client is hospitalized
  • Optional emergency care rider –if the client is not feeling well and goes to the ER, the benefit pays, even if they are not hospitalized.

DVH

  • Preventative benefits available immediately at 100% with no deductible.
  • Major Services (vision and hearing hardware) have a 9 month waiting period.  Now is a great time to start the plan and have everything ready to go once dentists open back up.

GetWell Medical Assistance

This is NOT an insurance product. However, it does have 24/7 consultations via phone or web with physicians, who can also prescribe medications – consumers who can’t go to a doctor right now for minor issues find value in this product. Read more: SureBridgeGetwell

 

SureBridge News

Important Point of Sale (POS) Tool Impacts

Updates to the Surebridge Point of Sale tool will begin around 7 PM CST Thursday, February 20 which could cause the system to be temporarily unavailable.  Email Proposals sent prior to Friday (2/21) will not be able to “Apply” for the new application after Thursday (2/20).  If the application is not started by the customer before Thursday (2/20), a new Proposal must be created.

In addition to the revised Application** and product revisions in Maryland, the following updates will be made to the POS Tool:

  • Accident Disability Direct Changes
    • All Benefit Levels will now be considered Guaranteed Issue (GI); subject to eligibility questions such as citizenship, occupation and salary
    • All Elimination Periods and Duration options will now be available for all Benefit Levels
    • Simplified Issue (SI) commission levels will be paid for all Benefit levels
  • The Citizenship Question on the application has been revised to allow the selection of “DACA (Deferred Action Childhood Arrival) Recipient”
  • Now Allowing Prior Dental Coverage Credit for the PPO Dental Premiere and Senior PPO Dental Premiere – Waiting periods may be waived on the PPO Dental Premiere for new customers previously covered under “full dental coverage,” provided such prior coverage was in effect for at least 12 consecutive months with no gaps in coverage greater than 63 days prior to their application date. The applicant will be required to provide their prior dental coverage information on the application. Partial credit will not be allowed.
    • “Full Dental Coverage” is defined as coverage that includes Types I, II, and III covered expenses, such as restorative, endodontic, periodontic, prosthodontic, and oral surgery. The PPO Dental Basic or Bronze Dental plans do not meet this definition and will not qualify for the waiver if upgrading to the Premiere.

** Please review the new application carefully as some of the questions may have changed.

Additional Point of Sale (POS) Tool Update                              

Improvements to the Voice Signature Process

All required disclosure verbiage will now be displayed on the UI screen.  You will no longer have to open each document to read and acknowledge separately.  Simply scroll down to read what is required, acknowledge at the end, then move to the next step.

In addition:

  • We have adjusted verbiage throughout to read “Do you” instead of “I”.

Only the required verbiage for applicable plans will display.  For example: The Pre-existing disclosure for Disability plans will not display if the customer is not applying for a Disability plan.

 

Other News

  • EyeMed: Changes to Participating Retail Providers
  • In Case You Didn’t Know
  • Producer Support is here to help!

Click here for details regarding these topics.

Don’t Miss a Thing!

  • See the Commonly Asked Questions about Prime DVH.

 

Want to order printed SureBridge brochures?  Take advantage of the SureBridge Supply Storefront

SureBridge: Updates on Producer/Agency Emails & DocuSign

SureBridge has some changes that were recently made to their Producer and Agency Welcome emails and DocuSign Account Activation Reminder emails.

Welcome Emails

  • Users will now receive 2 emails:
    • The first email will be the same Welcome email they receive today, with the exception of “Your password will be delivered in a separate email” replaced the Password line.
    • The second email will contain their temporary password.
  • Welcome email will CC the immediate reporting authority and BC the top level agency and Producer Onboarding.
  • Password email will only be sent to the activated user.
  • Welcome email will be sent from NoReply@SurebridgeInsurance.com.

DocuSign Account Activation Reminder Emails

  • Email will no longer CC the immediate reporting authority and BC the top level agency. It will only be sent to the activated user.
  • Reminder email will be sent weekly to any account with the status ‘Activation Sent’.
  • Email will be sent from SureBridge@surebridgeinsurance.com.

 

SureBridge Live Webinar | Dec 17

SureBridge introduces Are You Ready For 2020?’, a live national webinar for Cornerstone brokers!

Seth Groff, Sales Director for SureBridge, is presenting this live webinar and will discuss:

  • Incorporating supplemental insurance into your clients’ New Years resolutions
  • Differentiating oneself during the Holiday Season
  • Reflection, goal-setting, and business planning tips

WHEN: TUES. DECEMBER 17

TIME: 11 AM CST

REGISTER HERE

The Open Enrollment Period for 2020 might end December 15th, but that doesn’t mean your supplemental sales have to! Seth will share some ideas that will help you finish December strong and start the New Year with a BANG!

 

If you have any questions or would like to get contracted with SureBridge, please reach out to Michelle Kapp.

SureBridge’s Platinum Service Team

SureBridge has dedicated a special Platinum Service team exclusively for Cornerstone Senior Marketing and Integrity agents!

By using the phone number and email below instead of SureBridge’s standard producer support line and email, you will be routed directly to one of their most experienced and talented support reps to assist you with your needs.

 

Platinum Service Phone Number: 866-928-7613

Platinum Service Email: platinumsupport@surebridgeinsurance.com

 

If you have any questions or would like to get contracted with SureBridge, please reach out to Michelle Kapp.

 

SureBridge is HERE in OH & KY!

SureBridge’s Dental, Vision, and Hearing product is NOW available to sell in Ohio & Kentucky*!

This is an EXCLUSIVE product only for Cornerstone Brokers.

*Indiana will be launching shortly.

Product & Company Highlights:

  • Industry-leading premiums, commissions, and lifetime renewals!
    • Street Level Comp for Agents is 52%!
  • Easy online application enrollment.
  • Coverage in and out of their nationwide networks.
  • No waiting periods for basic covered dental procedures!
  • Day 1 preventive dental covered at 100% with NO deductible (Policy maximums apply).
  • Day 1 vision & hearing exams covered at 100% with NO deductible (Policy maximums apply).
  • 9-month waiting periods for major covered dental procedures.

 

Click here for a SureBridge Highlight Sheet

Click here for a SureBridge Product Comparison Sheet

 

If you have any questions or would like to get contracted with Surebridge, please reach out to Michelle Kapp @ Michelle.Kapp@cornerstoneseniormarketing.com