Administrative Practices of Voluntary Carriers Spotlight™ Report

Cost: $3,000; published 2025

Excellent administration of voluntary products is essential for carriers to compete and have long-term success in the voluntary/worksite marketplace. Carriers must demonstrate quality and reliability in all areas, but brokers and employers must have confidence in carriers’ ability to administer and service the products sold to employees for carriers to build their market share.

This report provides detailed information on key carrier administrative practices including:

  • Administration structure and capabilities
  • Policy issue
  • Service capabilities for administrators, employers and employees
  • Call center functions and time standards
  • Current and future trends

Carriers can use this information to compare their own voluntary administration practices with others active in the market and determine changes needed to be competitive with key service and administration trends.

View Table of Contents
  1. Executive Summary

A. Report Objectives

B. Methodology

C. Key Findings

D.Recommendations

 2. Detailed Carrier Findings

A. Carrier Information

    1. Organization of Administrative Functions
    2. Separate Voluntary Administration/Operations Area
    3. Current Administrative Platform/System
    4. Single or Multiple Administrative Systems
    5. Future Plans for Administrative Platform/System
    6. Recent Changes to Administrative Platform/System
    7. Administrative Platform System Outsourcing
    8. Individual Records
    9. Voluntary Percentage of Life, Disability and Supplemental Health Business (Group Companies)

B. Policy Issue

    1. Policy Forms for Employees (Group Products)
    2. Customized Employee Materials (Group Only)
    3. Time Standards for Policy Issue
    4. Coverage Increases and Decreases (Individual Only)
    5. Policy/Certificate Delivery
    6. Decision-Maker for Policy Delivery Method
    7. Percentage of Time Hard Copies of Policies Requested

C. Client and Policyowner Service

    1. Call Center Service Capabilities
    2. Call Center Capabilities
    3. Call Center Time Standards
    4. Call Center Hours of Operations
    5. Percentage of Calls by Customer
    6. Call Center Transactions
    7. Call Center Supporting Multiple Voluntary Products
    8. Bilingual Policyowner Services
    9. Telephone Requests for Policy Loans/Surrenders
    10. Requests to Terminate Voluntary Coverage
    11. Termination Process by Voluntary Product Line
    12. Service Model for Benefit Administrators
    13. Factors Influencing Service Model for Benefit Administrators
    14. Assignment of Account Management Resources
    15. Performance Guarantees
    16. Types of Reports for Plan Administrators
    17. Customer Satisfaction Surveys

D. Current and Future Trends

    1. Current Administration and Service Trends
    2. Future Administration and Service Trends

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Spotlight™ Report Index