Everwell 2.0 Unplugged user process guide

Everwell 2.0 Unplugged

Unplugged User ProcessGuide

V1.0

09/08/2020

i

Chapter: 1 Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Chapter: 2 Login to Unplugged . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Chapter: 3 Check out an account . . . . . . . . . . . . . . . . . . . . . . . . 3

Chapter: 4 View an account’s details . . . . . . . . . . . . . . . . . . . . . . 4

Chapter: 5 Employee list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Search employee list criteria . . . . . . . . . . . . . . . . . . . . . 5Sort employee list criteria . . . . . . . . . . . . . . . . . . . . . . 5Filter employee list criteria . . . . . . . . . . . . . . . . . . . . . . 5Add an employee . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Edit an employee . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Chapter: 6 Dependent list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Add a dependent . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Edit a dependent . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter: 7 Start shopping for benefits . . . . . . . . . . . . . . . . . . . . . . 8

Add a plan to the cart . . . . . . . . . . . . . . . . . . . . . . . . 8Edit a plan in the cart . . . . . . . . . . . . . . . . . . . . . . . . . 9Remove a plan from the cart . . . . . . . . . . . . . . . . . . . . 9Add HSA/FSA contribution . . . . . . . . . . . . . . . . . . . . . 10

Chapter: 8 Apply for benefits . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Add a dependent during the application process . . . . . . . . 12Add a beneficiary during the application process . . . . . . . . 13Set up a payment method . . . . . . . . . . . . . . . . . . . . . 13Reinstate a policy when applying for benefits . . . . . . . . . . 14

Chapter: 9 View an employee’s coverage summary . . . . . . . . . . . . . 15

Chapter: 10 Beneficiary list . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Add a beneficiary . . . . . . . . . . . . . . . . . . . . . . . . . . 16Edit a beneficiary . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter: 11 Create a PDA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter: 12 Create a policy change request . . . . . . . . . . . . . . . . . . 19

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .i

Confidential and proprietary information of Everwell 1

CHAPTER 1 DISCLAIMER

1. Disclaimer

Confidential – For Informational and Training Purposes Only. These materials contain proprietary information and material that is owned by Aflac and/or its licensors, and is protected by applicable intellectual property and other laws, including but not limited to copyright. By accessing these materials, you agree that you will not use such proprietary information or materials in any way whatsoever except for informative and training purposes only. You further agree not to modify, loan, sell, distribute, or create derivative works based on these materials. Any use not specifically permitted herein shall be considered to be a mate-rial breach of your Agent’s contract with Aflac and is strictly prohibited. Any use not specifi-cally permitted herein is strictly prohibited and may subject you to civil and criminal penalties. Aflac includes Aflac and/or Aflac New York and/or Continental American Insurance Company (CAIC) and/or Continental American Life Insurance Company.

Technical Training

Created 09/08/2020


CHAPTER 2 LOGIN TO UNPLUGGED

2. Login to Unplugged

Logging in is required to check out accounts and enroll employees on the Unplugged appli-cation.

1. Launch the Everwell Unplugged application.

2. Click the checkbox to accept the terms of use, then click Sign in.

3. Enter your Field Force Services User Name and Password, then click Login Now.

4. On the Request for Approval page, click Allow.

5. Click Yes when prompted to switch apps.


CHAPTER 3 CHECK OUT AN ACCOUNT

3. Check out an account

Accounts can be checked out to enable offline enrollments.

1. Click Check out account(s).

2. Enter an account name or number in the Search accounts field (or) locate the account in the list.

3. On the account line item, click Check out in the Action column.

4. Select the States for enrollment, then click Check out.

5. Enter the Username and Password and click Login Now.

STEP RESULT: It may take time for the database to update.

6. Click OK to confirm the check-out.


CHAPTER 4 VIEW AN ACCOUNT’S DETAILS

4. View an account’s details

You can find information about an account in the application.

PREREQUISITE:

After logging in, click the account from the accounts list page.

When in the account, click Overview.

1. View the details about the account on the Account summary page.

INFO: Account details cannot be edited and include:

– Account name

– Checkout date

– Last day to enroll

– Check-in deadline

– Address

– Contact information

– Administrators

– Total signed applications

– New policies to submit

– Enrollment assistance agreement status


SEARCH EMPLOYEE LIST CRITERIA

CHAPTER 5 EMPLOYEE LIST

5. Employee list

Account employees appear in list which can be searched, filtered and sorted.

The employee list contains the following information:

• Name

• SSN

• Email

• Seen status

• Action

5.1. Search employee list criteria

Account employees can be located by entering search criteria.

Employees can be searched by the following criteria:

• Employee name

• ID #

5.2. Sort employee list criteria

Employee list information can be sorted.

The employee list can be sorted by the following headings:

• Name

• SSN

• Email

• Seen status

5.3. Filter employee list criteria

Employee list information can be filtered.

The employee list can be filtered by the following criteria:

• Not seen - Producer has not viewed the employee’s shop page


ADD AN EMPLOYEE

CHAPTER 5 EMPLOYEE LIST

• Seen - Producer has viewed the employee’s shop page

• In progress - Benefit applications have not been signed

• Complete - Benefit applications have been signed

5.4. Add an employee

An employee can be added to an account.

PREREQUISITE:

From the account, click Employees.

1. Click Add employee.

2. Enter the employee’s personal information and click Next.

3. On the Dependents page:

a. If the employee has dependents to add, click Add Dependent, complete the personal information and click Next.

b. If employee does not have dependents to add, click Next.

4. Enter the employee’s work information.

5. Click Save to return to the Personal Information page (or) click Save & shop to shop for benefits.

5.5. Edit an employee

An employee’s profile information can be updated.

PREREQUISITE:

From the account, click Employees. Then click the employee to be edited.

1. Click the Personal, Work, and/or Contact tab, based on needed updates.

2. Click Edit within to the section(s) to be updated.

3. Make the needed updates and click Save.


ADD A DEPENDENT

CHAPTER 6 DEPENDENT LIST

6. Dependent list

An employee’s dependents appear in a list to which additions and edits can be made.

The dependent list includes the following information:

• Name

• Relationship

• Age

• Gender

6.1. Add a dependent

A dependent can be added to an existing employee’s profile.

PREREQUISITE:

From the account, click Employees. Then click the employee to which a dependent will be added.

1. Click the menu icon in the upper-left corner and select Dependents.

2. Click Add dependent.

3. Enter the personal information for the dependent and click Save (or) click Add another dependent, if needed.

6.2. Edit a dependent

A dependent’s personal information can be updated.

PREREQUISITE:

From the account, click Employees. Then click the employee whose dependent needs to be edited.

1. Click the menu icon in the upper-left corner and select Dependents.

2. In the Manage column, click Edit on the dependent’s line item.

3. Click Edit within the section(s) to be updated.

4. Make the needed updates and click Save.

INFO: Click Back to return to the dependents list.


ADD A PLAN TO THE CART

CHAPTER 7 START SHOPPING FOR BENEFITS

7. Start shopping for benefits

You can shop for benefits after checking out the account and logging into the application.

PREREQUISITE:

From the check-out page, click the account.

1. Click Employees.

2. Click Shop in the Action column of the employee’s line item.

RESULT:

You will be directed to the Shop page, which includes information about the employee and the available products and plans in the benefits offering.

7.1. Add a plan to the cart

You can add plans to the employee’s cart when shopping for benefits.

PREREQUISITE:

From the account, click Employees and then click Shop in the Action column of the employee’s line item.

CONTEXT:

Products will appear only if they have been added to the benefits offering, are within the enrollment period and are available to the employee.

1. Click the product dropdown to select an available product.

2. Click a plan.

3. If applicable, customize the plan:

a. Select a coverage level.

b. Click Add to include a rider, then click Apply.

c. Select a Benefit amount.

d. Select an Elimination period.

INFO: The quoted price for the plan will update based on your selections.

4. Click Add to cart.

5. If prompted, answer eligibility questions and click Submit.

RESULT:


EDIT A PLAN IN THE CART


The plan will be added to the shopping cart and the cart’s price display will update to reflect the change. Benefit dollars are applied at product level and will be included in the cart total.

7.2. Edit a plan in the cart

You can update plan information after it has been added to the shopping cart.

PREREQUISITE:

There must be a plan in the cart.


1. Click the product dropdown.

2. Click the plan in the cart.

3. Depending on the change, you can:

a. Edit the coverage level, rider, benefit amount or elimination period for the selected plan.

b. Choose a different plan.

4. Click Update.

5. Answer the eligibility questions, then click Submit.

RESULT:

The new selection will replace the existing plan in the cart. The cart’s price display will update to reflect the change.

7.3. Remove a plan from the cart

You can remove unwanted plans from the shopping cart.

PREREQUISITE:

There must be a plan in the cart.


1. Click the cart icon.

2. Find the unwanted plan and click Remove.

3. Click Remove again to confirm.

RESULT:


ADD HSA/FSA CONTRIBUTION


The plan will be removed from the cart. The cart’s price display will update to reflect the change.

7.4. Add HSA/FSA contribution

Enter the contribution amounts for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) during the enrollment process.

PREREQUISITE:


NOTE: The HSA and FSA options will appear only if they are included in the benefits offering.

1. Click the product dropdown and select an HSA or FSA product.

2. Enter the Annual contribution in accordance with the account’s minimum and maximum allowances.

STEP RESULT: The pay frequency cost will display.

3. Click Add to cart.


CHAPTER 8 APPLY FOR BENEFITS

8. Apply for benefits

Additional information is required to determine eligibility for benefits during the application process.

PREREQUISITE:

There must be benefits in the shopping cart before applying for coverage.


1. Click the shopping cart icon.

2. Click Apply for benefits.

3. Complete any missing employee information, click the checkbox to acknowledge the consent statement and click Continue to applications.

4. Complete all required information and click Next: Finish application.

INFO: Required information varies by plan and includes eligibility questions, coverage levels, underwriting questions, riders and Aflac Always.

5. Select whether to review the completed applications, then click Next: Signature.

INFO: If the system does not support viewing the PDF, or if the enrollment state or product requires review, you must check in the account and complete the application using the phone enrollment – Everwell option.

6. Click the checkboxes and enter Initials to confirm the employee has read the required statements and agreements.

7. Request that the employee sign the application in the Employee signature field.

8. Click Submit.


ADD A DEPENDENT DURING THE APPLICATION PROCESS


8.1. Add a dependent during the application process

You can add dependents when applying for benefits, if needed.

CONTEXT:

A plan’s coverage level can be updated during the application process. If the required depen-dents are not added to the employee’s profile, you will be asked to add them.

1. Select a coverage level that includes spouse and/or family, then click Add spouse or Add dependent, depending on the product.

STEP RESULT: You will be directed to the employee’s profile.

2. Enter the dependent’s First name, Last name and Birthdate, then select a Gender and Relationship to the employee.

3. Click the checkbox if the home address is the same as the employee (or) select a State and enter a Zip.

4. Click Save.

STEP RESULT: You will be directed back to the Coverage section of the application.


ADD A BENEFICIARY DURING THE APPLICATION PROCESS


8.2. Add a beneficiary during the application process

You can add a beneficiary to an employee’s account when applying for benefits in the appli-cation.

CONTEXT:

Certain plans require a beneficiary. This will be prompted in the Beneficiaries section of the application. If the employee does not have a beneficiary on their profile or wants to add another, they can do so.

1. Click Add new beneficiary in the Beneficiary name dropdown.

2. Select the Beneficiary type.

3. Enter the required information and click Save.

a. For individual: Enter the First name, Last name and Relationship to employee, and click the checkbox if the address is the same as the employee (or) select a State and enter a Zip.

b. For trust: Enter the Trust name, Trust agreement date, Trustee first name, Trustee last name and Zip, and select a State.

RESULT:

The beneficiary will be added to the employee’s profile and can be selected during the appli-cation flow. You will be returned to the Beneficiary section of the application.

8.3. Set up a payment method

Payment information may be provided during the application process.

CONTEXT:

If insurance premiums are not being deducted from the employee’s paycheck, you can set a payment method during the application process. This includes setting up a default payment method for Aflac Always.


REINSTATE A POLICY WHEN APPLYING FOR BENEFITS


NOTE: If payment information was previously added, you can choose the payment account from the Select account dropdown.

1. Select the payment method:

• Bank account

Credit cardDebit card

2. Enter the required information and click Next.

• Bank draft: Enter the Account name, Bank name (optional), Routing number, Account number and Re-enter account number, then select Account type.

Credit card or debit card: Enter the Card number and Expiration date.

3. Select a Payment frequency and enter a Payment date.

4. Request that the customer click the checkbox next to I agree and enter their initials in the Customer initials field.

5. Click Save.

6. Enter Street address 01, Street address 02 (optional), City and Zip, select a State and click Next.

INFO: If the billing address matches the applicant’s address, click the Same as applicant checkbox.

7. Click Next: Finish application.

8.4. Reinstate a policy when applying for benefits

Lapsed policies can be reinstated during the application process.

CONTEXT:

Reinstatement may be required to re-enroll in a lapsed plan. You will be prompted to reinstate the coverage during the application process.

1. To begin the reinstatement, click Yes for the named insured policy question.

2. Enter the Policy number.

3. Click Yes to reinstate the policy, then click Next.

4. Answer all reinstatement questions and fill in required fields, clicking Next as you move through each page.

5. Click Next Signature, sign the application and click Submit.

6. On the confirmation of reinstatement, click View coverage summary.


CHAPTER 9 VIEW AN EMPLOYEE’S COVERAGE SUMMARY

9. View an employee’s coverage summary

You can view details about an employee’s current and future coverage in the application.

PREREQUISITE:


1. Click the employee name.

2. Click the menu icon in the upper-left corner, then click Coverage > Summary.


ADD A BENEFICIARY

CHAPTER 10 BENEFICIARY LIST

10. Beneficiary list

You can find a high-level view of each beneficiary on an employee’s account on the Benefi-ciaries page.

The Beneficiaries page includes each beneficiary’s name, beneficiary type, relationship to the employee and designation/allocation. You can add a beneficiary or edit their personal and contact information.

10.1. Add a beneficiary

You can add a beneficiary to an employee’s profile in Unplugged.

PREREQUISITE:



2. Click the menu icon in the upper-left corner, then click Coverage > Beneficiaries.

3. Click Add Beneficiary.

4. Select the Beneficiary type.

a. For individual: Enter the First name, Last name and Relationship to employee, click the checkbox if the address is the same as the employee (or) select a State and enter a Zip, then click Save.

b. For trust: Enter the Trust name, Trust agreement date, Trustee first name, Trustee last name and Zip, select a State and then click Save.

10.2. Edit a beneficiary

You can update a beneficiary’s information in the application.

PREREQUISITE:



2. Click the menu icon in the upper-left corner, then click Coverage > Beneficiaries.


EDIT A BENEFICIARY

CHAPTER 10 BENEFICIARY LIST

NOTE: You cannot edit an estate beneficiary.

3. Click Edit in the Manage column in the line item of the beneficiary.

4. Click Edit to update either the beneficiary’s personal information or contact information.

a. For personal: Update the information, enter Comments and click Save.

b. For contact: Update the information and click Save.


CHAPTER 11 CREATE A PDA

11. Create a PDA

A Premium Deduction Authorization (PDA) can be completed from the coverage summary or the application confirmation page.

PREREQUISITE:

You cannot create a PDA until you submit the benefits application.

If adding from the coverage summary, from the account click the employee’s name. Then click the menu in the upper left corner, choose Coverage > Summary and click New PDA.

If adding from the application confirmation at the end of the application process, click the PDA link.

1. Enter the Department number (optional), Location (optional) and First deduction date, then click Save.

2. Select the Policy name and enter an amount in at least 1 of the Pre-tax$ or After-tax$ fields.

INFO: Some fields are prepopulated based on business rules.

3. Request that the customer e-sign the application.

4. Click Save.


CHAPTER 12 CREATE A POLICY CHANGE REQUEST

12. Create a policy change request

A policy change request can be completed and submitted.

PREREQUISITE:

From the account, click Employees. Then click the employee requiring a policy change.

1. Click the menu icon in the upper-left corner and select Changes > Policy change requests.

2. Click Request a change.

3. Enter the Policy number and click Next.

4. Click the checkbox next to each needed change type and click Next.

5. Enter the required information for each selected request type and click Next.

6. Request the Customer e-signature and when complete, click Submit.

Documents

Everwell 2.0 Unplugged user process guide