Page 9 - iA Excellence -Field Underwriting Guide - Updated on July 2019

Setting expectations
It is important to prepare the applicant for the While a phone interview takes 30 minutes on
underwriting process. The more prepared and average, it may last between 20 and 45 minutes
informed your applicant is on the process and what depending on the applicant’s conditions.
to expect, the greater the likelihood of placing a You can order a phone interview as part of the
case that takes longer to underwrite or that may be application process in Section 12 of the application
issued with an exclusion, modification or rating. (AP-ALLE), “Telephone Interview Order”. In this
Some tips to help you set expectations with your section, we ask for the best times to call for the
applicants: interview, as well as the best number to reach the
— Simple medical conditions, such as back pain or applicant.
tendinitis, are irrelevant for life insurance, but
would require a thorough investigation when INTERVIEW CONTENT
underwriting for disability insurance. The interviewer will collect the following information:
— The benefit amount is very closely tied to — Details regarding occupation and income
income, in that these two amounts are evaluated — Family medical history
and the benefit amount is limited accordingly
in order to mitigate over-insurance. For further — Personal medical history
details, see the Financial underwriting section. — Life style and habits, such as smoking, alcohol
and drug use, sports and avocations, and foreign
Medical requirements based on age and amount travel
typically start at lower benefit amounts for disability
insurance than for life insurance (please see section — Motor vehicle record
Underwriting requirements: What are they ? for our — Criminal record
age and amounts requirements charts).
THE PROCESS
Non-life-threatening conditions can be very disabling, The applicant will be contacted within 24 hours after
such as back pain, tendinitis or anxiety. Quite often receiving the application to make an appointment for
this leads the underwriter to customize the disability the interview. The interview itself will happen within
insurance to fit the applicant’s situation. However, the next five working days, unless the applicant is
this also means that a higher percentage of offers not available.
will include exclusion riders, modifications of the
waiting period and/or extra premiums. If the applicant is not available on the appointment
date, a message will be left indicating that he or
THE PHONE INTERVIEW
Our phone interview is a popular underwriting she will be contacted again to arrange for a new
alternative that offers many benefits to you and appointment.
your clients. If the applicant does not call back in the next 24
hours, another call will be made to reschedule the
If you have not taken advantage of this process,
give it a try. Experienced, professionally trained appointment.
interviewers are used to conduct the phone If the applicant is not available for the second
interview with your client. They will collect the appointment time, the following will happen:

information required by the underwriters to assess — We will call you for help with rescheduling the
the insurable risk for life or disability insurance. appointment;
For most of our applicants, by using our phone — If we do not get a response, a second call will
interview, instead of the paramedical questionnaire, be made to you for help.
we are able to gather all the information necessary If the above-noted attempts do not allow us to
through one phone call. perform the phone interview, the application will be
cancelled.

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