You've worked hard to develop leads, cultivate relationships, carefully review plans, now should be the easy part - signing the application. There are few things more frustrating than losing an opportunity due to the inability to obtain a remote/virtual signature on an application. Historically, as a field (independent) agent, you were presented with limited options: in-person signing, paper applications, text messages or emails. Of course, carrier portals offered various methods and means for recording a voice signature but these processes can be difficult to navigate, cumbersome and lengthy resulting in frustrated clients and hang ups.
For this AEP, we are excited to share a new development offered by SunFire - voice signature enrollment. Now, you can obtain a client's verbal consent as the electronic signature directly without having to call into a carrier portal or enrollment recording.
Before we get into this new feature, let's review some of the existing methods for obtaining enrollments in the field.
Existing Signature & Enrollment Processes
Text & Email Enrollments - These methods are the tried and true methods for non-call-center agents. Available from Sunfire and other enrollment platforms, the agent sends a link to a beneficiary by SMS message or email. The agent then provides a code and the beneficiary enters their information, clicks a consent box and submits their application. This method works well; however, there are issues with navigating to other websites (e.g. CMS.gov), lack of data or cell service and the inability to navigate the webpages.
Carrier Portals - An alternative method is telephonic enrollment via the carrier portals. These methods offered an alternative solution for obtaining a beneficiary's signature when text or email were not feasible. Each carrier had their own processes and systems. For example, with UnitedHealthcare, a recording is started and the application is read and completed on the recorded line. For Humana, you have options via FastApp and Enrollmenthub that involve adding an automated recording from Humana and obtaining beneficiary verbal consent to electronically enroll. The carrier portal enrollment process can help capture and ultimately close sales but can be difficult for agents unfamiliar with each carrier's process and the steps required.
In-Person Signatures - For field agents working local leads, clients can electronically sign in SunFire using the mouse or trackpad of your device. This is a failsafe method for local enrollments but may require additional time and coordination.
SunFire Telephonic and Voice Signature Enrollment
SunFire recently launched a new process that allows you to obtain a client's verbal agreement to electronically sign their application. With this new process, you do not need to send them a link via text message or email and you do not need to use the carrier portal processes.
How Does SunFire Voice Signature Enrollment Work?
The voice signature process involves these steps:
Adding your unique dialer phone number via a 3-way call with you and the client
Reading your disclosures
Follow the on-screen prompts and disclosures
Check the boxes confirming that you have read the required fields.
Click Submit
You have now submitted your application and will see the enrollment process is SunFire. Remember to submit your HRA!
How to Set-Up SunFire Voice Signature Enrollment
Follow these steps to set up your SunFire account for voice signature enrollment:
In the top right corner, click the icon with your initial and click Profile
Under Contact Information, click Add Dialer Phone.
Enter your area code and a unique number will be assigned to you.
Return to your dashboard, in the top right corner you will now see a "Start Dialer Phone." You will now see your phone number displayed next to your icon in the top right corner.
You are now ready!
How to Use SunFire Voice Signature Enrollment
Option 1: Calls on your cellphone or other dialer
If you are speaking with the client on your cell phone or an external dialer, follow these steps.
When you are on the phone with your client, add your dialer phone number on a 3-way call.
You will be prompted to click "Accept and Start Recording" on your SunFire dashboard.
Enter the client's zip code and read the TPMO disclosure.
Important: Click Close. Do NOT click end call and recording.
Complete your plan review and presentation.
When you are ready to enroll, you will be prompted to read several disclosures and check boxes that you have read them. The client will be asked to confirm that they want to enroll and you will click Submit at the end. Your policy will then be submitted and reflected in SunFire.
Option 2: Calls using VOIP on your same browser
If your microphone and headset are configured to your computer follow this option.
From SunFire, click Make a Call in the top left.
Enter your client's phone number and click Call and Start Recording
Enter the client's zip code and read the TPMO disclosure.
Important: Click Close. Do NOT click end call and recording.
Complete your plan review and presentation.
When you are ready to enroll, you will be prompted to read several disclosures and check boxes that you have read them. The client will be asked to confirm that they want to enroll and you will click Submit at the end. Your policy will then be submitted and reflected in SunFire.
Troubleshooting
There is an echo on the call
This typically happens when using option 1 when a mic on your browser is causing feedback. We recommend muting your browser microphone and speakers and only using your external device.
An alternative is to obtain a USB or bluetooth headset for use on your device under option 2.
I entered the wrong zip code and the TPMO disclosure is not updating
If you entered an incorrect zip code, you will need to close your SunFire browser tab and re-open for the zip code field to reappear.
The dialer phone number is not appearing.
Click on the icon in the top right and toggle 'Available' on
How to Get SunFire Access
SunFire is a leading quoting and enrollment tool used for Medicare Advantage, Medicare Supplement, and Prescription Drug plans. With data aggregation from more than 80 insurance carriers spanning 1,300+ plans you can significantly increase your efficiency and productivity.
Executive FMO proudly offers all downlines and contracted agents and agencies access to Sunfire and CSG, as well as various other technology solutions, platforms, training and tools. Contact us today to get started!
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