Litza UAT TEST - Group New Case and NLOC Implementation Process for Launch Unum
Purpose
Description
UAT update
This document provides the New and NLOC implementation process for Group Products (including Dental and Vision) for Launch Unum for Small Business Onboarding (SBO) and Core Market Onboarding (CMO) teams.
Testing to see if changes show back up
Applicability
- Onboarding Experience Specialist
- Onboarding Experience Consultant
Procedures
Notes
TEST PREVIEW
Refer to Year-End Submission Requirements & Due Dates, as needed. For Statutory Coverage products, refer to the State Plans folder for additional processing information.
Refer to Year-End Submission Requirements & Due Dates, as needed. For Statutory Coverage products, refer to the State Plans folder for additional processing information.
Reminder: Refer to Unum Onboarding and EXL Noida Onboarding Templates & Expectations for items that can be sent to EXL for processing.
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This is a test of the preview button
1. Receive & Review Submission, Initial Case Setup Completed
2. Receive & Review Sold Case Documents
3. Confirm CIF Information with PA
4. Steps for Final Rating & Financial Recognition (FR/FR)
5. Determine Standard or Non-Standard & Code FES Customer Deliverables (CD)
6. Post-Enrollment Steps for Group Lines
7. Complete iServices Registration / Enable MyUnum and Send Next Steps Email
8. Imaging Documentation
9. Monitor First Bill Payment
Information
General Information
UAT Testing
Italics
Underline
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Guidelines
FAQs
Dental/Vision
Revision History
Revision History
Date | Revision Details |
|---|---|
Date 04/14/2025 | Revision Details
Dental/Vision NCI/OS Partnership section: replaced "small case WA dental" with "Small Group WA (under 50 lives)". (NB HRC0553065)
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Date 03/26/2025 | Revision Details
Updated Ongoing Customer Support (90 Day Rule) to clarify this is specific to Launch Unum and not applicable to Key Client and HRC. (KB) (HRC0549300)
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Date 03/18/2025 | Revision Details
Added Checking Enrollments in Skygen, Reviewing D# in Skygen and Troubleshooting steps in Retrieving ID Cards, Skygen Review and Uploading Carryover/Deductible Report. The section was renamed to Checking Enrollments, Locating ID Cards in Skygen and Uploading Carryover/Deductible Report. (KB) (HRC0546959)
Added link and note to reference Contract & Billing Quality Checklist (uKnow ID: 3148985) when completing FES coding in Coding Plan Level Information (FES/Magic for Dental/Vision) and Standard Cases (FES Issued/Billed) (KB) (HRC0545600)
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Date 03/14/2025 | Revision Details
In Steps for Final Rating & Financial Recognition (FR/FR), updated sections per OS able to submit requests via a ServiceNow task. Added ICC and EIN fields under Product Notes in FR/FR template. In Review Case for Immediate Client Creation Eligibility, updated note for ICC pre-check indicator. Removed bold, green font section titles and added links as applicable. (KB) (ServiceNow 3/14 Release)
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Date 02/21/2025 | Revision Details
Updated link to Creating a New Case Request (Onboarding) (uKnow ID: 3133149) in Non-Standard Cases and Create a New Case Child Task to request PEL. (KB)
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Date 02/20/2025 | Revision Details
In Initial Case Setup > Step 2, added bullet if Sales Rep indicates a rewrite of coverage and a new policy number is established, OS is to notify SBDS/CM of new policy number. (KB) (HRC0540527)
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Date 02/05/2025 | Revision Details
Updated Initial Dental and Vision Considerations section under Onboarding Determines if WA Dental/Vision Case (>50 Lives). (GAG PTSK0030398)
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Date 01/27/2025 | Revision Details
Updated Step 4, D# Look Up, added Note: If the proposal lists CUSTOM, there is no D# to search in Skygen. Follow the process in Step 5 for submitting a request for the Dental/Vision team to build the required plan and provide the D#. All CUSTOM D# groups will need to be sent to New Case after FES coding is complete. (GAG HRC0459712)
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Date 01/22/2025 | Revision Details
Base Buy Up details added to 4. Steps for Final Rating & Financial Recognition (FR/FR) > Final Rate/Financial Recognition CSR Template. (GTL2 Project mdg)
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Date 01/16/2025 | Revision Details
Additional Resources section: updated the Refer to Overview sub-bullet and replaced the green Overview text with a link to the Overview section. (NB HRC0535988)
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Date 12/20/2024 | Revision Details
Update to Step 1.2 (Initial DV Considerations) to include Onboarding determines if case has an effective date other than the first of the month. Added effective date information to Step 5.2 (DV NCI Partnership). (GAG HRC0532189)
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Date 11/07/2024 | Revision Details
In Information > Additional Resources, added NFP firms (Potomac Basin Group Associates, The Meltzer Group and Capital Services Corp) to note for link to Merlin Supplemental Health Products Strategy Less than 100 Lives (uKnow ID: 647600). (KB) (HRC0524911)
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Date 10/28/2024 | Revision Details
Updated Initial Dental and Vision Considerations section, updated Check the in-force Anniversary/Rate Guarantee (RG) to see if it matches the Anniversary/RG of the NLOC. sub-section. (GAG0459712)
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Date 10/21/2024 | Revision Details
Removed Conduct PA Education Call and added Send Next Steps Email to section 7 title. Updated Send the appropriate Next Steps email to PA/Broker subsection. Changed subsection title to Schedule PA Education (Website Orientation) Call for iServices Customers and updated for iServices. Monitor First Bill Payment > Steps to Monitor First Bill Payment, added and sending Transition Email to subsection title and updated step 2. (KB) (HRC0520892)
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Date 10/09/2024 | Revision Details
Non-Standard Cases, removed 4th bullet under New Case Specialist coding and added NCS will leave bill hold on unless OES/OEC requests the bill hold be removed. Update on formatting with bolding of Onboarding and New Case Specialist (removed the word Note before NCS).
In 30 Day Contract Review Process, added and the bill is unpaid in first bullet. Added [CSR2] in the subject line of first sub-bullet. Removed 3rd sub-bullet and removed If case initially processed by OES/OEC or EXL NCS Partner from first part of 4th sub-bullet. In last Note, removed last two sentences and added should be sent to your service advisor to provide feedback and have the corrections made to first sentence. (KB) (HRC0520381)
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Date 10/04/2024 | Revision Details
Updated reference to Unum Scholar SCA team to SCA team throughout document. (KB) (HRC0518400).
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Date 09/27/2024 | Revision Details
Updated 1.2 Initial Dental and Vision Considerations > Onboarding Determines if Case is New or NLOC. Updated the bullets under this subsection. (GAG HRC0459712)
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Date 09/26/2024 | Revision Details
PA Welcome Call and Welcome Email, Welcome Email changed TAT from 4 to 24 hours. (JMPD HRC0517849)
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Date 09/24/2024 | Revision Details Added a new sub-section on the Information tab to assist with processing MN policies with Disability coverage. (JMPD HRC0509788)
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Date 09/18/2024 | Revision Details Updates made throughout document for Onboarding transition to ServiceNow project. (KB)
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Date 08/15/2024 | Revision Details
In Determine if the customer is MyUnum eligible and prescreen for ICC process > added information on MyUnum Billing Only (aka Select Services). Also updated Reasons/Not on MU grid. In iServices Registration/Enable MyUnum > Step 4, added information and new screen print on the MyUnum Billing Only Enabled indicator in iServices. (KB) (MyUnum Aug 2nd Release)
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Date 08/15/2024 | Revision Details
Update Step 4.2 Final Rate/Financial Recognition CSR Template and Step 5.2 Dental/Vision NCI/OS Partnership. Added clarifications about Dual Option for NY, NM or HRC (GAG HRC459712)
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Date 08/06/2024 | Revision Details
In 2. Receive & Review Sold Case Documents > Verify required documents are received and follow up per the TAT Standards, removed If/Then grid and kept three existing bullets from SBO row. SBO and CMO both have 3 business day follow up. (KB) (HRC0509341)
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Date 07/29/2024 | Revision Details
Under Dental ASO, Dental/Vision Self Billing and EyeMed Vision Custom Plans, added information about Custom D Number Plans. Under 5.2 Dental/Vision NCI/OS Partnership > Dental Vision Scenarios, added bullet for Custom D# plans. (GAG HRC507771)
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Date 07/19/2024 | Revision Details
Updated Initial Dental & Vision Considerations, under Dental ASO, Dental/Vision Self Billing and EyeMed Vision Custom Plans. Added note under EyeMed vision: If the group is sitused in New York, make note of this in the email to ensure the custom plan is built under the correct EyeMed Group ID. (GAG HRC0459712)
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Date 07/16/2024 | Revision Details
Updated 5 Section Dental/Vision NCI OS Partnership, updated Submit any Premium Movement line and NY and NM Group information (GAG HRC0459712)
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Date 07/12/2024 | Revision Details
Step 2 under Verify and Review completed Sold Case documentation updated. (HRC0502340 mdg)
Correction of Rental to Renewal made under 5. Determine Standard or Non-Standard & Code FES Customer Deliverables (CD) > Dental/Vision Partnership > For Non-Standard Rate Guarantee/Anniversary Date (HRC0502299 mdg)
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Date 07/12/2024 | Revision Details Removed from 5 Section Dental/Vision NCI OS Partnership, added information about Custom D#. Per Courtney Mildrum, determining role who will do this task. (GAG)
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Date 07/11/2024 | Revision Details
Updates made to 4 Section: Final Rate/Financial Recognition CSR Template clarifications about Dual and Triple option under Dental and Vision. Under 5 Section Dental/Vision NCI OS Partnership, added information about Custom D#. (GAG HRC0459712)
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Date 07/05/2024 | Revision Details Changed name of link from Core Market Quoting: Quote Specialist Alignments to Regional Manager Alignments due to removal of regional assignments. (JMPD HRC0500244)
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Date 07/03/2024 | Revision Details
In High Level Dental/Vision Coding Overview > step 7, added note on automation of feed indicator to Merlin and information for when manual coding is needed. Also updated wording/formatting in step. Same revisions made in Steps after FES Coding for Dental/Vision > step 5. In Implementation Tracking Process > step 2 (second bullet), updated 'turn on feed' to 'feed indicated.' (KB) (HRC0503110)
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Date 06/25/2024 | Revision Details
In Sending Group for Final Rating & Financial Recognition > step 4, information for Mid-Market UWS and Onboarding Specialists was added to clarify expectations for the UW sold case call if determined it is needed. (KB) (HRC0501284)
Updated section 4. > Sending Group for Final Rating & Financial Recognition > step 4 under Submission does include Mid-Market Underwriting: revised the bullet points under Dental/Vision, 500+ lives and Group, Dental/Vision and VB mix, 500+ lives along with removing the statement under the Note. (NB HRC0502117)
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Date 06/18/2024 | Revision Details
Added a new section, Deferred Financial Recognition Requests, on the Information tab. Added New/NLOC/Rewrite under Product Notes in Final Rate/Financial Recognition CSR Template. (KB) (HRC0499936, HRC0500658)
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Date 06/07/2024 | Revision Details
In Receive & Review Submission, Initial Case Setup Completed > High Level Dental/Vision Coding Overview > step 3, replaced loading census information via FTU with ADI. In Determine Standard or Non-Standard & Code FES CD > Steps after FES Coding for Dental/Vision > step 2, removed references to FTU and steps to load enrollments. Added information to use ADI and link to ADI Processing for New and NLOC Cases. In Standard Cases (FES Issued/Billed) removed 'or FTU' from second bullet in top section. (KB) (HRC0498886)
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Date 06/03/2024 | Revision Details
In Steps for Final Rating & Financial Recognition (FR/FR) > D# Request after FR/FR Complete for Dental/Vision > Note, replaced send an email to DLDNumberRequest@unum.com with submit the D# Request Intake Form. In step 5, removed instructions to send an email and required fields to complete. Added info to submit the D# Request Intake Form and note. In second bullet of last Note section, replaced email with form. (KB) (HRC0498325)
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Date 05/28/2024 | Revision Details
Updated 4. Steps for Final Rating & Final Recognition (FR/FR) under Final Rate/Final Recognition CSR Template clarified under Dental about dual option PPO/DHMO. Under 5. Determine Standard or Non-Standard & Code FES Customer Deliverables (CD), updated Dental/Vision NCI/OS Partnership section. (GAG HRC0459712)
Updated 5. Determine Standard or Non-Standard & Code FES Customer Deliverables (CD) under Dental/Vision NCI/OS Partnership, updates made throughout the entire section. (GAG HRC0459712)
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Date 05/20/2024 | Revision Details |
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