IVR is a system that interacts with both the phone system and the mainframe computer at the Home Office. By using the telephone keypad, callers can obtain Policy information 24 hours a day, without the assistance of a Customer Services Representative. Similar systems are used when you call for credit card and checking account balances.
Information is available for Universal Life and Traditional Policies as well as Annuity Contracts. Through IVR, you and your clients can access a variety of information:
Policy Information (Issue Date, Death Benefit)
Policy values
Premiums
Policyholder phone number (if it is on file at the Home Office)
Variable unit values of sub-accounts
Phone number of the servicing General Agency
IRS tax reporting information (available between February 1 and April 15)
You can access the IVR system simply by dialing the exclusive toll-free number for Agencies and Agents (1-800-572-2467) and selecting the option that allows you to check Policy and Billing Information. You will automatically be connected to the IVR system. You will be prompted to obtain Policy information.
At every level, you have the option to be connected with a Customer Services representative (during regular business hours, 8 a.m. until 4:15 p.m., weekdays). If you call after hours and opt to be connected to a Customer Services Representative, your call will be directed to the overnight department voice mail box and your call will be returned the next business day.
Once in the IVR, you will hear the following:
Welcome to the Customer Services Policy Information Line...
For Policy Values Press 1
For Premium Payment Information Press 2
For Agency Information Press 3
For Variable Unit Values of sub-accounts Press 4
For the Policyholder's phone number Press 5
To Repeat this message Press 9
To Speak to a Customer Services Representative Press 0
An Agent can obtain information on Policies that he or she has written by using the Agent number when prompted. General Agents have been assigned a Personal Identification Number (PIN). If you have an Agent who needs to inquire about business that he or she did not write, you can share your G.A. PIN so the Agent can access information on Policies (assigned to your Agency, but not assigned to the inquiring Agent). It is up to the General Agent to disburse the PIN to Agents who need access to information on business other than that which the Agent has personally written.
Requests to change your Agency PIN should be directed to Sharon Van Ross in the Agency Administration. Please be sure to include the reason you wish to change your PIN. Requests can be made via memo or via email (send your email to svanross@kclife.com
The Policyholder Information Line is an additional option to improve service during peak times-and to extend service to callers after regular business hours. Please be assured our Customer Services Representatives will always be available to assist you during regular business hours. We PRIDE ourselves on friendly and efficient service to all of our customers. If you have any questions, do not hesitate to contact Anne McNamara Snoddy, Assistant Vice President of Customer Services, on extension 8789, or via email at asnoddy@kclife.com.