COVID-19: Response Update
As the global impact of COVID-19 evolves, we remain firmly committed to the health and well-being of our employees and partners, and to providing excellent service to our customers.
Last Updated: May 18, 3:15pm EST
While COVID-19 has not affected our business operations to date, we are actively monitoring updates and guidance from the CDC, public health departments and local government authorities. Our senior leadership team is taking appropriate actions and assessing business continuity plans.
As this global health situation remains fluid, the testing of our systems and capabilities is ongoing. At this time, we do not anticipate any closures or delays in processing. We will continue to contemplate the changing needs and challenges of our customers
and partners and will adjust our plans as necessary, keeping you informed.
We have been in frequent communication with all vendors, including paramedical vendors. ExamOne, APPS, and EMSI who are operating business as usual with some restrictions due to regional service outages in a small number of states. Please check the provider websites for the most up-to-date information.
During these extraordinary times, LGA has extended the grace period to 90 days of coverage. Any policies with premiums due from March 15, 2020 onward will be afforded a 90 day grace period. We are currently changing our bills to reflect this change. Should customers experience any hardships, please have them contact Customer Care for assistance.
We are also taking appropriate actions to ensure the safety of our employees, following CDC guidance with precautionary steps including additional cleaning measures and education for our associates on what they can do to stay healthy. A majority of our staff is working remote and will continue to do so for the foreseeable future.
Employees who have recently traveled to hotspots, have come into contact with someone who has tested positive for COVID-19 or are feeling unwell have been asked to stay home.
We ended international travel weeks ago and mandated that staff scheduled to attend external conferences use video or teleconference options. Distribution teams may continue to visit BGA partners subject to their agreement and only if the location of the business is not in a designated hotspot. Any meetings held in our home office will require participants to complete a health and travel questionnaire.
Legal & General America’s entire underwriting department has been working remotely for several years. While some companies may be new to processing business in a remote environment, our underwriting team capabilities have not been impacted by the recent COVID-19 situation.
We’ve taken new temporary measures to mitigate this issue and to help your clients get the coverage they need. A Good Health Statement will continue to be required with all new or pending applications.
New TIAA Form
Due to current circumstances, we have updated our Temporary Insurance Application and Agreement (TIAA) to include a COVID-19 question. Effective May 18, 2020, please begin using the new TIAA forms, which can be found on the Partner Dashboard under the Forms tab. The life insurance application (LIA) and LIA package have been updated to remove the prior TIAA and the new package should be used with the same effective date as the TIAA.
Exam/APS SubstitutionsAs we continue to work closely with exam vendors, we understand that the completion of underwriting requirements, specifically insurance exams and in some cases obtaining medical records, is proving more difficult at this time.
Since implementing these guidelines, more than 30 percent of requested substitutions have been successful. Ensuring that clients take action to connect to their medical provider's patient portal and HumanAPI is important in moving these cases through the process and determining if they can be substituted. We’ve put together some guidance to help agents better understand how this process works.
Temporary Guideline Updates
- View Postponement Guidelines (April 1)
- View Exam and APS Substitution Parameters (April 8)
- View Exam and APS Substitution Process Guidelines (May 15)
For any underwriting questions, get in touch with your underwriting manager. For any other questions, please contact us.
A message from Mark
"We understand the challenges this brings to your business and we are looking at ways we can further support you, our distribution partners, and your clients. Thank you for your valued partnership and we will continue to keep you updated as the situation progresses."Mark Holweger
President and CEO, Legal & General America's Insurance Division
March 10: COVID-19 coronavirus response
March 19: COVID-19 underwriting guidance