Improving your new business service

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Two types of improvement

To make your insurance business easier, we’re making two kinds of improvements:

• Small continuous improvements
• Large strategic improvements

Small improvements add up. And now we’re rolling out something much larger and more strategic.

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Continuous improvements

Small changes create continuous improvement. For example:

• Life-only paper app: Full redesign, fewer questions, better flow, larger font, more space for responses, simpler language
• Web apps: Fewer questions, fewer service interruptions

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Strategic improvement

Now we’re rolling out a major strategic improvement, focusing on the areas you’ve told us are most important:

• Faster processing
• Fewer errors
• More consistency
• Better communication
• More case ownership

This new level of service is based on several key elements:

• Specialized teams for different types of apps
• Streamlined processes
• New role to actively manage your cases
• New Business associate to remain your overall go-to contact
• Gradual rollout complete by mid-2018