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Developing an Underwriter Training Program

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					Life Underwriting
 Training Class
      Pat Edmund
    AHOU October 2006
    Underwriter Training Class

Course created because...

                     Need for additional
                     underwriters.
                     Difficulty finding qualified
                     underwriters outside the
                     company.
                     A good way to develop
                     capable people within the
                     company.


           Pat Edmund AHOU Oct 2006                 3
          Underwriter Training Class


       Basic structure

12 week course plus final exam day
Class sessions 4 hours per day
Internal student candidates
Course info based on:
–   Human Body Book
–   Company Underwriting Manual
–   Reinsurance Manual


                 Pat Edmund AHOU Oct 2006   4
        Underwriter Training Class


Creating a Course Agenda
Listed medical topics to be covered
Added non-medical topics
(financial uw, MIB rules, etc.)
Divided info into logical groups and
major body systems
Weekly reading assignments


               Pat Edmund AHOU Oct 2006   5
               Underwriter Training Class

Determine Main Topic for Each Week
   Week                         Main Topics
    1     UW basics, circulatory system
    2     Circulatory (continued), congenital, EKG
    3     Digestive
    4     Endocrine, financial
    5     Urinary, reproductive
    6     Alcohol, drugs, avocations, travel
    7     Respiratory
    8     Tumors, skin disorders
    9     Hematology
    10    Nervous, psychiatric
    11    Musculoskeletal, letter writing, HIV/AIDS
    12    Older age, eye/ear, genetic testing, reinsurance
                        Pat Edmund AHOU Oct 2006             6
                  Underwriter Training Class


Divide into sub-topics to be covered

                 Cardiovascular System

Overview of circulatory system                 Murmurs, valve replacements
How blood flows thru the heart                 Cardiomyopathies
Physiology                                     Aneurysms
Congenital heart disease                       TIA/CVA
Coronary disease                               Cardiac diagnostic testing




                         Pat Edmund AHOU Oct 2006                            7
               Underwriter Training Class


List Weekly Reading Assignments
  Week              Human Body Book Chapters
   1     Introduction (Ch 1)
   2     Circulatory (Ch 7)
   3     Digestive (Ch 9)
   4     Endocrine (Ch 12)
   5     Urinary (Ch 10), Reproductive (Ch 11)
   6     Substance abuse (Ch 17)
   7     Respiratory (Ch 8)
   8     Tumors (Ch 4), Skin (Ch 5)
   9     Hematology (Ch 6), Diagnostic techniques (Ch 3)
   10    Nervous (Ch 14), Psychiatric/brain (Ch 16)
   11    Musculoskeletal (Ch 13), Scientific background (Ch 2)
   12    Eye/Ear (Ch 15)
                       Pat Edmund AHOU Oct 2006                  8
 Underwriter Training Class


Sample Agenda
   Week 1: Day 1
    Review of underwriting basics
    Numerical rating system
    Build/weight loss/treatment
    Family medical history
    Rate classes
    Occupation
    MIB basics

        Pat Edmund AHOU Oct 2006    9
                          Underwriter Training Class
                   Sample Agenda – Week 1
Mon Mar 12     Loc: xxx   Coordinator: slslsl                                    Instructor
     8:00      20 min     Intro & housekeeping; Wk 1 feedback form distributed
                          Review of underwriting basics:
               40 min     Numerical rating system
               40 min     Build/Weight loss/treatment
       10:00   30 min     Family medical history
               30 min     Premier/Pref/Select/Std
               20 min     Occupation
               40 min     MIB basics
Tues Mar 13 Loc: xxx      Coordinator: spspsp
      8:00 2-1/2 hrs      Blood pressure, hypertension, pulse
            1-1/2 hrs     Blood profile uw guidelines and sample cases
Wed Mar 14 Loc: xxx       Coordinator: kdkdkd
      8:00    1 hr        Urinalysis uw guidelines and sample cases
      9:00 1-1/2 hrs      APS ordering
     10:30 1-1/2 hrs      Driving/MVR uw guidelines and sample cases
Thur Mar 15 Loc: xxx      Coordinator: slslsl
      8:00    2 hrs       Cardiovascular system overview
     10:00    1 hr        Referral wordings and file documentation
                          Underwriting abbreviations, medical terminology
       11:00    1 hr      Signatures, amendments, additional applications
                          Altered authorizations, rechecks, privacy states
 Fri   Mar 16 Loc: xxx    Coordinator: kekekek
        8:00    1 hr      Ask the Medical Director
        9:00 2-1/2 hrs    Financial basics:
                          Insurable interest/beneficiaries
                          Income replacement, estate taxes
                          Homemaker, juvenile, key person, buy/sell
                          Review for Week 1 quiz

                                    Pat Edmund AHOU Oct 2006                                  10
Underwriter Training Class


Class Format
           Topic lecture
           Underwriting guidelines
           Case studies
           Hands on practice
           (underwrite pending cases)
           Weekly quizzes
           Final exam


       Pat Edmund AHOU Oct 2006         11
Underwriter Training Class


Class Format

         “Ask the Medical Director”
         sessions (weekly)
         Chief Underwriter mentoring
         sessions (weekly rotation)




       Pat Edmund AHOU Oct 2006    12
        Underwriter Training Class


Coordinators and Instructors
            Main coordinator
            Coordinator of the day
            Medical Director &
            Chief Underwriter
            Core instructors
            Volunteer instructors
            (experienced underwriters)

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  Underwriter Training Class


Main coordinator

    Makes sure...
     Course progresses on track.
     There’s continuity.
     Class sessions flow together
     smoothly.




         Pat Edmund AHOU Oct 2006   14
    Underwriter Training Class


Volunteer Instructors


     Being a volunteer instructor
     can help an underwriter fulfill
     their “mentoring” objective,
     and develop their underwriting
     expert topic knowledge.




           Pat Edmund AHOU Oct 2006    15
      Underwriter Training Class


Planning Considerations

               Student candidates
               (internal? external?)
               Number of students
               (class size)
               Minimum/target student
               qualifications




             Pat Edmund AHOU Oct 2006   16
         Underwriter Training Class


  Planning Considerations
Arrange for:
– Referral underwriters
– Source and flow of referral cases
– Human Body Book for each student
– UW manual for each student
Gather sample cases
Perform interviews & select candidates

                Pat Edmund AHOU Oct 2006   17
                                             Underwriter Training Class
                                         Sample Referral Form
                                                 UNDERWRITING REFERRAL LOG
Year:           Referring Underwriter:                                                                 Referral Underwriter:

                           Refer Reason      Action/    Referring UW Reviewed:                          Codes Workup Agree          Additional Details




                                                             Exam




                                                                                               Other
                 Face                        Rate                                                         Not    Not With      (Nature of referral, disorders,




                                                                                         MVR
                                                                     Labs
                                                                            APS
                                                                                  Insp
                                                       App
Date File Number Amt AGE Amt Med Fncl Othr   Class                                                     OK OK OK OK Referral          UW factors, etc)




                                                                    Pat Edmund AHOU Oct 2006                                                                     18
   Underwriter Training Class


Internal candidates
   Employees of UW unit or
   related department
   Familiar with company
   software applications
   Proven performers
   Some had already completed
   clean case screening training.

          Pat Edmund AHOU Oct 2006   19
      Underwriter Training Class


List Student Qualifications
       At least x months/years in current
       position
       At least x years with the company
       At least x performance level
       No attendance or tardiness
       issues
       Industry education (LOMA / ALU)
       Other criteria

             Pat Edmund AHOU Oct 2006   20
            Underwriter Training Class

 Communicate Expectations to Students


Letter of expectations/congratulatory letter
Promotion to underwriter not guaranteed
Student attendance – no vacations, etc.
No make-up classes
Students perform regular job duties rest of day




                   Pat Edmund AHOU Oct 2006   21
     Underwriter Training Class


Evaluating Student Progress
         Classroom participation
         Demonstrated understanding
         Weekly quizzes and final exam
         UW case referrals
         Student evaluation forms
         Feedback from coordinators,
         instructors, Chief UW,
         Medical Director, etc.


            Pat Edmund AHOU Oct 2006   22
        Underwriter Training Class


Ongoing Coordinator Tasks
     Guide volunteer instructors with
     their preparation for class
     – Info accurate and germane
     – Topic adequately covered
     – Appropriate level of complexity
       and detail
     – Illustrative sample cases


               Pat Edmund AHOU Oct 2006   23
      Underwriter Training Class


Ongoing Coordinator Tasks
    Help instructor field student questions.
    Provide clarification if info is unclear.
    Steer sessions back on track if needed.
    Direct class if instructor takes less time than
    planned, or wrap up an overlong session.
    Encourage students to use feedback forms.
    Evaluate student feedback to improve
    course.



             Pat Edmund AHOU Oct 2006           24
    Underwriter Training Class


Weekly Housekeeping

        Create, administer, and
        grade quizzes
        Prepare and collect
        feedback forms
        Develop agenda for
        following week


           Pat Edmund AHOU Oct 2006   25
                             Underwriter Training Class

              Student Feedback Form (excerpt)
                                                 Co mments regarding instructo r presentatio n,
  P lease evaluate the fo llo wing              material co vered, class fo rmat, hando uts, case
        training sessio ns:                         studies, what yo u liked, suggestio ns fo r
                                               impro vement, etc. (Use other side of page if needed)

Blood pressure,
hypertension, pulse
    Instructor: Kdkdjsklsl

Blood profiles
   Instructor: Lkdkdslskdk
Ask MD session
    Instructor: Kdkdkjdjdk
Driving/MVR
   Instructor: KDKDkdjdld
Referral w ordings and file
docum entation
    Instructor: Kdkdkjdjdk

                                     Pat Edmund AHOU Oct 2006                                          26
                        Underwriter Training Class

                  Student Feedback Form (excerpt)

What topic(s) did you enjoy the most this week? (Why?)
What subject(s) did you enjoy the least? (Why?)
Week 1 focused on a review of underwriting basics and cardiovascular system
introduction. Please comment regarding the amount, complexity, and type of
information presented in the class so far.
Suggestions for improving the class
Other comments or suggestions
Are you underwriting cases outside of class (at least a few cases a day)?
If no, why not?




                                Pat Edmund AHOU Oct 2006                      27
     Underwriter Training Class


Sample Quiz Questions
     Explain how blood flows through the heart.

     List six things to note when reviewing a
     treadmill EKG summary, besides age, gender,
     and date.

     What are the four primary functions of the
     stomach?

     Briefly outline or explain the flow of food
     through the digestive system, beginning at the
     mouth and ending at the anus. (Also include the
     liver, pancreas, and gallbladder in your
     explanation.)
            Pat Edmund AHOU Oct 2006                   28
     Underwriter Training Class


Sample Quiz Questions

       To be considered a tumor, a new growth
       must have what three characteristics?

       Define the following medical abbreviations:
       ASD, CABG, VSD, LBBB, MI, PVC, TIA, IC

       Briefly define the following terms:
       cholecystitis, ascites, cirrhosis, lithotripsy,
       esophagitis.

                                       Additional handout pages...


            Pat Edmund AHOU Oct 2006                                 29
           Underwriter Training Class


After Successful Completion of Class

                 Certificate of completion
                 presented.
                 Approval authority based on
                 ability, experience level, etc.
                 Promotion to underwriter not
                 automatic.




                  Pat Edmund AHOU Oct 2006         30
          Underwriter Training Class


      Things we’ve learned

Students want frequent hands-on case
underwriting throughout the course.
Begin gathering sample cases as soon
as possible.
Weekly student feedback forms are
valuable sources of info.


                 Pat Edmund AHOU Oct 2006   31
    Underwriter Training Class


Things we’ve learned

     Sometimes volunteer instructors...
      – Say surprising or inaccurate things.
      – Get confused, go off on a tangent or
        inadvertently give misleading info.
      – Present material that will be covered in
        another session by a different instructor.


    Request a copy of their class outline/plan
    and handouts prior to their class session.



           Pat Edmund AHOU Oct 2006                  32
    Underwriter Training Class


Things we’ve learned

     Limit handouts from instructors
        Students will have a lot of materials
        by the end of the course, so
        instructors should avoid giving lots
        of extraneous handout materials.




           Pat Edmund AHOU Oct 2006         33
Underwriter Training Class


    Results

 UW training program has been a
 big success.
 Program provided a solid foundation
 for beginning underwriters.
 Course evolved, based on feedback,
 experience, dept needs, etc.
 All students successfully transitioned
 to underwriter positions.



       Pat Edmund AHOU Oct 2006           34
Underwriter Training Class


Conclusion

        With some thoughtful
        planning you can develop
        a successful underwriting
        training program tailored
        to meet your company’s
        needs.




       Pat Edmund AHOU Oct 2006     35
    Questions?
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
Life Underwriting Training Class
          AHOU October 2006

             Pat Edmund

				
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