Employer Group ReEnrollment Strategies

1
Employer Group Re-Enrollment Strategies

• Take the opportunity to ask the experts about
  Re-Enrollment Strategies. You will hear answers
  to questions listed below or come prepared to ask
  your own. This will be an interactive panel
  discussion with differing perspectives.

2
RE-ENROLLMENT STRATEGIES

• How is the strategy for re-enrollment defined?
  What role, if any, does market research play in
  defining how to re-market and to whom?
  
• How are cases selected for re-enrollment?
• Does the selection process differ depending on
  whether the enrollment will be open (i.e., no
  underwriting) or not?

3
RE-ENROLLMENT STRATEGIES

• For open enrollments, do you establish minimum
  standards (i.e., of new insureds, increased
  premium, etc.) that must be achieved in order to
  validate the enrollment?
• Are multiple open enrollments offered over the
  life of the policy? How frequently? How is this
  determined?

4
RE-ENROLLMENT STRATEGIES

• How often are requests for open enrollments
  requested by the broker or customer? Are these
  assessed differently that ones generated in the
  home office? What rationale do brokers and
  customers present in their request for open
  enrollments?

5
RE-ENROLLMENT STRATEGIES

• Explain customer/insurer role in defining when
  and how re-enrollment opportunities take place.
  
• What have been some of the specific objectives
  within re-enrollment campaigns and how have these
  been achieved (e.g., change mix of enrollees
  impact mix of plan selection introduce new
  plans reach family members growth overall)?

6
RE-ENROLLMENT STRATEGIES

• Do you assess re-enrollments the same for
  voluntary cases as you do for base/buy-up plans?
  
• How do you keep LTC fresh with the employer?

7
RE-ENROLLMENT STRATEGIES

• How do you utilize Clients Internal
  Communication Methods? What materials work
  best?
  
• Do you target different audiences after initial
  rollout? Do you focus on other family members?
  

8
RE-ENROLLMENT STRATEGIES

• How important is the role of the broker in the
  re-enrollment process? Does your approval of an
  open enrollment get impacted if there was a
  change in broker since the case was originally
  enrolled?

9
PLAN DESIGN

• What is the customer/insurer role in determining
  when and how to modify plan design?
  
• What is the role of market research to modify
  plan design? How reliable is research in
  predicting what new plan options people really
  want?

10
PLAN DESIGN

• What techniques/tools are used to determine
  whether to make a plan design change and if so,
  what change (s) to make?
  
• How often do you make plan design changes? What
  factors have triggered the decision to make them?
  
  

11
PLAN DESIGN

• How do you measure success of plan design
  changes?
  
• What are some successful plan design offerings?
  What are some situations when they were not as
  successful?

12
PLAN DESIGN

• Plan Changes/Upgrades
• What are some of the challenges you confront in
  offering a plan change?
  
• How are new plan offerings communicated to
  existing insureds? Are they available to them?
  
  
• How do existing insureds get premium credit
  when they elect a new plan offering?
  
• How is underwriting handled?

13
INSUREDS COMMUNICATIONS SERVICES

• What activities are conducted to maintain
  contact/communication with insureds on a regular
  basis (outside of communications around specific
  claim or administrative issues)?
• How much communication is hard copy materials
  versus electronic communications using the
  website and emails?
  

14
INSUREDS COMMUNICATIONS SERVICES

• Do your clients/employers ask for customer
  service satisfaction surveys? Are these
  routinely done? If so, explain what and how.
  

15
INSUREDS COMMUNICATIONS SERVICES

• What other on-going member services, if any, do
  you maintain?
  
• Do you investigate terminations, NTO, withdrawals
  to understand why and design interventions for
  future enrollments?