Reminder: SecureCare 3: Planned Release on 03/28/22
Our newest product – SecureCare 3, is scheduled to be released March 28th. Look for more information from us in the next few weeks!
SecureCare business processing & service update
You may have experienced our significant new business service delays throughout the 4th quarter last year and the start to this year. I’m happy to report that we have made substantial improvement on the processing of applications and underwriting process. We are now moving applications through the initial review process, through underwriting offer, within our time service expectation. There had been a significant bulk of SecureCare business generated in large part to the November WA state cares fund deadline and the end of year 7702 regulatory deadline that has now moved through our process and awaiting policy issue & mailing. We are now unfortunately experiencing delays of up to 20+ business days to mail a policy. This delay is also affecting our 1035 processing time.
Thank you for your continued patience with us as we work to address these service challenges. We have been working hard the last several months to hire additional staff and improve our process in the hopes that this challenge is resolved as soon as possible. Below is a snapshot of our service metrics:
| Metric | % Within Goal | Goal | How long to get 95% complete? |
|---|---|---|---|
| SecureCare eApp review | 86% | 95% in 24 hours | 26 hours |
| SecureCare paper app review | 88% | 95% in 48 hours | 4 business days |
| SecureCare underwriting decision after completion of tele-interview | 99% | 95% in 5 business days | |
| SecureCare tele-interview scheduling | N/A | N/A | Up to one calendar week |
| SecureCare policy mailing (paper & eDelivery) | 33% | 95% in 72 hours | 21 business days |