SureBridge Update on Large Call Volume

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Communication as of 1/13/21:
As you know, SureBridge customer service has been experiencing high call volumes.  Last month we put in place a call triage system that allows customers with simple requests such as cancellations, policy prints, address changes and ID cards, the ability to simply leave a voicemail message rather than holding to speak to a customer service representative.

Please remember that many changes/inquiries can be made on the new Customer Portal at https://www.MySureBridgeInsurance.com and we have also re-opened the self-service tool at MyPortal.SureBridgeInsurance.com (or www.ChesapeakePlus.com) for customers and agents. The table below provides a list of functionality available through both sites for your convenience.

New Customer Portal

https://www.MySureBridgeInsurance.com

 Reinstated Self-Service Tool MyPortal.SureBridgeInsurance.com
Customers with policies that have migrated to the new system are able to:

·       Cancel a Policy

·       Make a Payment (One-time Only)

 

REGISTRATION REMINDERS:

1.     The email to register must match the one submitted at the time of application

2.     DOB must match the application

3.     Do not use the “02” or “08” at the beginning of the Member ID (policy number)

 All customers and agents are able to:

·       Cancel a Policy

·       Update Payment Information (Customer only)

·       Address or Phone Number Changes

·       Request ID Cards

·       Request a Duplicate Policy Print

·       Search for a Provider

 

NOTE: Requested changes made on the reinstated Self-Service Tool require manual processing that can take 7-10 days to complete.

These actions allow us to more efficiently route customer calls, however completing these transactions requires manual processing and we are still working though the requests.  This is our top priority and we have brought in a large number of additional resources to work through them as quickly as possible.

Thank you for your patience and support as we work to process all requests as quickly as possible.

SureBridge’s Self-Service Tool is Back!

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SureBridge Self-Service Tool Available Now

SureBridge continues to experience large call volumes and longer than normal hold times. In an effort to assist  agents and customers during this extremely busy time, they have brought back the SureBridge Self-Service Tool at MyPortal.SureBridgeInsurance.com.

Through the reinstated Self-Service Tool, agents and customers, including those with policies that have already migrated, will once again have the functionality for:
• Address or Phone Number Changes
• ID Cards
• Cancel a Policy
• Request Duplicate Policy Print
• Search for a Provider
• Update Payment Information (Customers Only)

NOTE: Policy details such as billing and paid to date for migrated policies will not be visible on the Self-Service Tool. Requested changes in these areas are processed manually and can take 7-10 days to appear on the portal.

SureBridge Simplified Draft Date Schedules

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SureBridge Simplified Draft Date Schedule
SureBridge communication from 11/20/20:
As a result of agent feedback, we have reviewed and simplified our billing draft date schedule for policies migrated to the new policy administration system!

  • NO CHANGE: Customers with current draft dates on the 1st through the 11th of the month will see no change in their billing draft date. This means that 65% of all SureBridge customers will see no change to their normal billing date.
  • NEW DRAFT DATE: All other customers will move to a billing draft date on the 10th of each month.

We apologize for any challenges the original schedule may have created and look forward to continuing to better serving you and our customers.

Commission Delays for SureBridge New Business

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Commissions Delayed for SureBridge New Business
SureBridge announcement from 11/3/20:
As a result of the SureBridge policy migration to the new administration system, commissions on new SureBridge policies issued since October 28th will be delayed until the Thursday, November 5, 2020 commission cycle.

We sincerely apologize for the delay and appreciate your patience during this time.

Please contact Producer Support at (888) 797-4447 if there are any questions.

SureBridge Policy Migration Release Schedule

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SureBridge message from 10/30/20:

We recently communicated the following schedule for migrating in-force policies to our new policy administration system:

  • Oct. 29: Policies will be locked in the system so changes cannot be made to them via customer service or customer portal until the state is fully converted to the new administration system.
  • Oct. 29 – Nov. 9: Initial system conversion for in-force business only, excluding List Bill customers and those with DVH products. (To be converted in February 2021)
  • Nov. 3 – Nov. 9: Policies will be migrated by geographic state bundles. As the policies are migrated, customers will then be able to make changes via customer service and the new customer portal.
  • 2021: New business will convert after Open Enrollment ends.

There has been a change to the policy release schedule for regional bundles. Several of the release dates have changed and the state of MA will not be converted until February 2021. MA will remain on the SureBridge Mainframe until it is converted.

Click here to view the latest state release schedule map.

We are excited about the changes that are coming and look forward to better serving you and our customers. There is no action required by the Agent. 

Longer Hold Times with SureBridge’s Customer Service & Producer Support

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SureBridge Experiencing Longer Hold Times
SureBridge announcement as of 10/27/20:
Customer Service and Producer Support are experiencing longer than usual hold and processing times in advance of the upcoming policy migration associated with the new SureBridge Policy Administration System that will occur October 29 – November 9, 2020.

Many customers are calling in reference to the customer letter sent by SureBridge announcing billing changes associated with this migration. We have posted a customer FAQ on Chesapeakeplus.com and MySureBridgeInsurance.com (for customers who have already migrated to the new system) to assist with explaining this transition and changes to billing.

Customers and agents can make policy changes, check coverages or make billing changes through the current customer portal at Chesapeakeplus.com through Wednesday 10/28/20 or use the new customer portal at MySureBridgeInsurance.com after the polices have migrated to the new system.

Provided below for your review are links to materials customers will receive when their policies are migrated to the new system.

 

SureBridge: Reinstating Policies Suspended Due to COVID-19 Premium Relief

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SureBridge: Reinstating Policies Suspended Due to COVID-19 Premium Relief
SureBridge recently communicated that since March, there were a number of policies suspended in conjunction with State regulated COVID-19 premium relief guidelines that had reached their suspension maturity date and were lapsed the week of August 24th. There is a final group of approximately 2,000 policies that are currently suspended at the request of the customer that will be maturing on September 18, 2020 that will also lapse.

In an effort to allow agents to contact customers to reinstate these policies, they will be sending each impacted agent an email that will outline the reinstatement process and include customer information for any policies that were suspended due to COVID-19 premium relief efforts. SureBridge will allow any policies that were suspended or lapsed as a result of COVID-19 premium relief to be reinstated outside of the normal 45-day guideline through December 31, 2020. These policies fall under two categories:

Policies with a paid-through date less than or equal to 3 months:
If the customer approves reinstatement of the policy using the current payment method, the agent can email a request for reinstatement to ProducerSupport@SureBridgeInsurance.com with the subject line “COVID REINSTATEMENT”. Once received, the necessary premium amount (up to 3 months of premium) will be drafted to bring the policy up-to-date and the policy will be reinstated.

Please note: The agent must receive approval from the customer for the draft and reinstatement of their policy(ies). The agent must also ensure the customer is aware that we will draft their account for up to 3 months of premium to bring the policy to a current paid status.

Policies with a paid-through date greater than 3 months:
The customer must contact Customer Service at (800) 815-8535 to complete an authorization form and discuss repayment options.

Please note: The agent cannot authorize payments or request reinstatements on behalf of the customer. The customer must provide the authorization to complete this type of payment and reinstatement.

Please contact SureBridge Producer Support at (888) 797-4447 if you have any questions.

SureBridge Polices Suspended for COVID-19 Premium Relief

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Per SureBridge Message on 9/2/2020:

 

Due to Covid-19 Premium Relief, there are approximately 2,000 policies that remain suspended as a result of customers contacting Customer Service to request premium relief.

An email will be going out to customers this week requesting they contact Customer Service if they would like to reinstate their policy(ies). The normal 45-day guideline will be waived in order to reinstate these policies. Customers will have the option to make payment arrangements in order to repay past premiums. Any policies that remain suspended as of September 18, 2020, will automatically lapse unless they are paid to date or a payment arrangement has been made. Click here to view a sample of the email that customers will receive.

Please note, agents cannot contact Customer Service on behalf of the customer to request reinstatement. The request can only be made by the customer.

If you have any questions, please contact Producer Support at (888) 797-4447. Representatives are available from 8:00 a.m. to 5:00 p.m. Monday – Friday.

SureBridge Producer Onboarding Appointment Fee Update

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Effective September 18, 2020, Producers may now be required to pay for non-resident appointment fees at the time of initial onboarding, in addition to any states added after onboarding.  SureBridge will continue to pay any appointment renewal fee as long as the producer has submitted at least one piece of business in the renewal state within the last 12 months.

Producers will be notified by email that they will now be required to pay the non-resident fees for any states added going forward and will be directed to contact their upline with any questions.  To request additional state appointments after onboarding, Producers can call 888-797-4447 and select the option to make a state appointment fee.

 

If you have any questions please email contracting@cornerstoneseniormarketing.com 

SureBridge Experiencing Longer Hold Times

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The Customer Service/Producer Support team is currently undergoing mandatory training that will help the staff be more efficient in advance of Open Enrollment.  SureBridge anticipates the training lasting through September.

During this time, customers and agents may experience longer than normal hold times to speak to a Customer Service Representative.  You may want to refer customers to the SureBridge Member Portal at www.Chesapeakeplus.com for information and transactions that can be completed online.  Agents can utilize the Self-Service tool at www.surebridgeinsurance.com.

SureBridge sincerely apologizes for any inconvenience you may experience during this time.