EB Who's Who? Flashcards
New Business (NB)
The team responsible for processing the work associated with onboarding a new policyholder. This term is also used to describe a new policyholder or the sale of a new line of coverage to an existing policyholder.
Third Party Administrator (TPA)
A company or individual that provides outsourced operational services to policyholders such as plan administration and billing.
Custom Disability Solutions (CDS)
A full-service group disability claims management company based in Portland, Maine. From 2016-2018, this group managed disability claims for Employee Benefits (EB) policyholders. As of January 1, 2019 this group became part of OneAmerica and EB’s in-house disability claims management team.
ComPsych
The company that provides the Employee Assistance Program (EAP) that is offered to policyholders and their employees. They also provide FMLA absence management services.
Business Analyst
A member of the IT team who works as a liaison between the business and IT to identify, evaluate, prioritize, and implement system changes, repairs and enhancements.
Group Contact Center (GCC)
EB’s customer service and call center team. This team handles all incoming internal and external customer inquiry calls and emails.
Corporate Support Services (CSS)
The Enterprise team that handles all incoming post mail, scans and indexes documents to AWD for processing, and supplies printed materials for brokers, policyholders, and the enterprise.
Home Office (HO)
The team of associates working in EB’s main location in Indianapolis. This team includes all associates not working in a Regional Group Office (RGO).
Revenue Management (RM)
The team that handles premium. They are responsible for applying premium received to the system, researching premium issues, and managing lapses, cancellations, reinstatements, and terminations of group policies.
Medical Underwriting Support Unit (MUSU)
The team that reviews applications for coverage that require Evidence of Insurability (EOI).
Product Availability Committee (PAC)
The cross-departmental committee responsible for reviewing and communicating changes from state and federal regulators that affect insurance contracts and how we administer them.
Regional Group Office (RGO)
The sales team. Team members include sales representatives, sales admins, and account managers. This team is field-based and includes offices across the country.
Subject Matter Expert (SME)
A person who has special skills or knowledge on a particular job or topic.
Underwriting (UW)
The team responsible for evaluating risk by reviewing factors such as plan design, demographics, and claims experience to determine pricing for new and existing policyholders.
Ports & Conversion
The team responsible for reviewing employee requests to continue coverage when they become ineligible, and issuing policies for approved applications.
Adds & Changes (ACES)
This team processes employee-level changes to the billing system to ensure policyholders’ bills are accurate.
Endorsements
This team processes changes for existing policyholders, including making changes to plan design and bill type, adding a new location, or moving coverage to a newer version of a contract.
American United Life (AUL)
OneAmerica is the holding company for this insurance company. This company was formed when United Mutual Life Insurance Company and American Central Life Insurance Company merged.
Union Central Life (UCL)
OneAmerica acquired this insurance company’s group life and disability policyholders in the early 2000’s. These policyholders are easily identified in GAIN by policy numbers that begin with ‘0003’.
Agent of Record (AOR)
The individual or organization identified on the commission agreement. This is the person or company chosen by the policyholder to represent them and service their insurance policies. Agent, producer, and broker are all interchangeable terms.
