Agent Workbench Training

Agenda

Getting Started with Agent Workbench (AWB)

Quoting

Agent Initiated Application

Reporting/Managing Your Business

Application Status

Other Tools

Troubleshooting

Getting Started with AWB

You Need To Be Registered to Use AWB

Your Humana Agent Number is Required for Registration and Can be Found:

– On your welcome letter after appointment– On your commission statement– From the Agent Service Center

SimpleRegistration

Process!

www.humana.com

Accessing Agent Workbench

If the agent has not yet registered for AWB, click AgentsThen click Register for Self-Service and follow the instructions

Accessing Agent Workbench

Log onto www.humana.com

Enter your username and password

Click Log In

Click here to access Agent Workbench.

Accessing Agent Workbench

Quoting

Quoting using Agent Workbench

To begin a quote, click Generate a New Quote

Quoting using Agent Workbench

Enter the client’s information.

There is a space to capture notes about your client. Notes can be seen by the Underwriter.

You can also enter your client’s current or most recent coverage.

Quoting using Agent Workbench

When an agent logs into AWB from their account, they will be automatically assigned as the Writing Agent

Licensing Check

If you as the agent or the agency in which you have commissions paid to is not properly licensed or appointed, as required by the state in which the applicant resides, the above error message will appear.

Quoting using Agent Workbench

Quoting using Agent Workbench

If changes are made or optional benefits are added, click Recalculate to update the premium.

Confirm the plans you selected for the client.

Quoting using Agent Workbench

Saving the quote is required in order to email and/or apply for a plan

Email quote to Client

Email to Client

This is a copy of the email that can be sent to the client.

Agent Initiated Application

What is the Agent Initiated Application? – The Agent Initiated

Application allows an agent to complete the app online with his/her client. It is available upon completion of a quote.

Creating an Agent Initiated App – 1. Create and SAVE a

quote in AWB – 2. Then, apply, using the

Apply button for the appropriate plan at the bottom of the screen.

Creating an Agent Initiated App, cont.

3. A window will open for confirmation to begin the app process. Click Ok.

4. On the agent disclaimer screen, the agent must read and agree to all five statements by checking the boxes. Click Next.

Creating an Agent Initiated App, cont.

5. The application will open to the Create an Account page in a new browser window.

6. Enter account information that has not pre-populated. Be sure to enter the client’s email address into the email field. (Note: the password is automatically generated and cannot be changed.) Click Next.

Note: make sure pop-up blockers are turned off!

Creating an Agent Initiated App, cont.

Creating an Agent Initiated App, cont.

7. Enter the information for all applicants on the applicant details screen.

8. Select which signature type the client wishes to use: e-signature or wet-signature. Click Next.

Creating an Agent Initiated App, cont.

9. Review the applicant info summary and click Next.

10. Read the health history disclaimer and click Next.

At any point from this screen throughout the remainder of the app,

the agent can refer the app to the client.

Creating an Agent Initiated App, cont.

11. The next six screens contain the health history survey. Read questions exactly as they appear to your client and enter your client’s response. Click Next at the bottom of each screen.

12. Review the health history summary and make changes by clicking Change next to the appropriate question. Click Next.

Creating an Agent Initiated App, cont.

13. Select the payment option for the initial and recurring payments and click Next.

Creating an Agent Initiated App, cont.

14. The application is now ready to send to the client. In order to provide your client with a link to review and sign their documents, the agent must click Send E-Mail.

Creating an Agent Initiated App, cont.

After the account has been created, you can save and exit at any time

– 1. Click Save and Exit which is located above the Previous button at the bottom of the screen.

– 2. Click Log Out.

Saving and Exiting an Application

1. Click on Track Quotes and Applications

2. Click on the Agent Initiated Applications tab.

3. Find the app to be completed in the search queue and click its Quote Ref #. The application will open to the next step you need to complete in the app process.

If the agent saved and exited during the health history, the app will open at the beginning

of the health history and previously answered questions

will be populated.

Opening a Saved Application

Referring an app to the client allows the agent to transfer the app to the client for completion.

1. Click Refer Application to client which is located above the Next button

2. Your client will be sent an email containing a link to the application, along with a unique user ID and password for log in

The application will no longer appear in your

Agent Initiated Application queue.

Referring an App to the client

Once an Agent Initiated App is complete, it must be signed by the client. There are two signature options, E-signature and physical signature.

For physical signature: If Wet Signature was selected, the agent must print all documents provided and forward to the client for review and signature. Each document will appear as a link and will open in a new browser window when clicked. Once all of the application documents have been reviewed and signed, they should be faxed to 1-866-217-2122. The agent may also print a copy for their own records.

Note: the underwriting process will not begin

until Humana has received the signed

documents.

Signing an Agent Initiated App

E-Signature Process

After clicking Send E-Mail, the client will receive an email containing a link to their application along with instructions for reviewing and signing their documents.

E-Signature Process

1. Your client will need to click on the link within the email. A new browser window will open.

2. The application number will pre-populate. Your client will enter the required information and click Next.

E-Signature Process

3. Each applicant over the age of 18 is required to read and agree to the Online Service Agreement and the Notice of Privacy Practices.

4. They should review each document and click the checkboxes next to their name. Click Next.

E-Signature Process

5. Your client should review their entire app, check the box next to their name, and click Next.

6. After your client reviews any additional required documents, they should check the box next to their name, fill in their city, and click Next.

E-Signature Process

7. After all documents have been reviewed and signed by your client, they may want to print a copy for their records

8. To print a specific document, click on the link. A new browser window will open.

Reporting/Managing your Business

You can track quotes and applications by clicking on Track Quotes and Applications.

Tracking Quotes and Applications

There are several different searches you can do:– main search – search for quotes– search for

applications– search agent

initiated apps

Enter your search criteria

Search results can also be exported into excel

Status Information

Tracking Quotes and Applications

Application Status

Detailed Application Status

To get more information on an application, click on the Quote Ref# link

The status is updated real-time as the application moves through the app process

The percentage of completion is determined by the 5 process steps which currently are:– 20% complete = Covered Persons Data Complete– 40% complete = Health History Survey Complete– 60% complete = Payment Information Complete– 80% complete = Signature Complete– 100% complete = Application Issued

Detailed Application Status, cont’d.

The Document Library can also be used to access more information– Once an

application has been submitted to underwriting, important documents can be found here

Detailed Application Status, cont’d.

Other Tools

E-Query and ASC

E-mail the agent service center when you hit a road-block

You can use e-query to pre-screen conditions not in our UW Guides

Important Links and Numbers

Important links and numbers can be accessed by clicking on one of the two tabs shown on the right

Commissions

Your commission information can be accessed from the Agent Self Service Center through the Pay & Bonuses Link

Commissions, cont’d.

Commission statements can be accessed by entering a date range or clicking Current StatementCommission statements can be exported into an excel spreadsheet

Add screenshot of downloadable commission statement

Ordering HumanaOne Material, cont’d.

To order supplies, click on the ‘Marketing & Products’ link

Ordering HumanaOne Material, cont’d.

Next, click on the HumanaOne link below and follow the online prompts

Select the quantity of materials needed, click Add To Order

When finished, click Check Out

Troubleshooting

Troubleshooting

If the licensing error message appears when running a quote, Humana does not have a license on file for the agent or agency in the state in which the quote is being run

If an agent is having problems with a quote printing only on 25% of the page. If they are using IE 7.0, they will need to do the following:– Go to “File” and “Print Preview”– The default setting may be "Shrink to Fit". Change it to "100%"