Support

We cover this below, in the How to Submit Business to Pinney section. Click here to jump straight to the instructions.

If we contacted you about a case you submitted that isn't possible to process due to the Acts of an Agent requirements, most likely it's because you're not licensed in the state of sale. For more details, please read the Acts of an Agent below.

Our PDF document includes a full 5-page list of carriers' accepted modes of payment. Please click here to view/download the PDF and scroll to page 24 or click the Carriers' Accepted Modes of Payment link in the table of contents.

• Check out our Resources page - it has 15+ sales kits with tons of consumer and producer guides on topics ranging from life insurance as an asset class to retirement planning to long-term care. You're welcome to pull any consumer-facing guides, facts, stats, and wording from those guides and send them to your clients & prospects.
• Browse the Pinney blog. If it's marketing ideas and strategies you want, that's the best place to start. We've covered lead gen, social media marketing, and more in detail there.
• If you subscribe to Insureio and have the marketing package, you have access to hundreds of pre-written marketing emails. Click the megaphone icon in your left-hand nav menu, then select Marketing Templates to browse the available emails. For more info on using Insureio's marketing capabilities, click here.

If you're the agent collecting information that's protected under the Health Insurance Portability and Accountability Act (HIPAA) and/or information considered Personal Identifiable Information, by law you must be licensed in the state of sale.

The following acts must be conducted by the agent who spoke with the proposed insured. Note: Acts of an Agent can vary by state and carrier regulations.

1. Providing pricing of any kind for an insurance product.

2. Collecting personal information: name, contact information, gender, date of birth, place of birth, SSN, and driver’s license number.

3. Collecting financial information: annual income, net worth, binding coverage or not.

4. Collecting information about any existing life insurance: details on the existing policy (including coverage amount, carrier, and when the policy was placed), as well as determining whether the client will replace existing coverage.

*Case-by-case basis. LFG requires a notarized form from the agent stating we can use their electronic signature.

**A-Team submits over the phone, not via drop-ticket through ApplicInt.

***Americo Ultra Protector Series must be sold face-to-face; Eagle Series FE requires face-to-face in CA.

****Principal no longer accepts personal lines - only business applications.

*****John Hancock apps under $750,000 must be submitted through iGo or the JH eApp.

^New York only: Agents must submit all apps digitally using their Protective login as of 7/1/23; no paper or BGA submissions accepted.

^^Both Nationwide’s Intelligent Underwriting (accelerated UW) and Cincinnati Life's Accelerated Underwriting must be submitted via iGo and cannot be completed through the App Team.

Our A-Team processes all applications over $2,500 in annual premium, regardless of carrier; however, live transfers will only be taken for the carriers shown below.

Submissions will still be completed by our A-Team members; however, live transfer will no longer be available and ALL submissions will use the corresponding carrier drop-ticket model (see list below) for quicker processing, reduced or eliminated exam requirements, and real-time ordering of other underwriting requirements during the carrier-conducted phone interview.

*Will be processed in-house by the application team regardless of premium

**Will be submitted via drop-ticket unless the annual premium is $5,000 or above or the case has a special circumstance

Application tickets are assigned to an Application Specialist who will work directly with your client and/or the carrier using our diligent follow-up process to complete the application, obtain signatures, and schedule the exam (if one is required).

• Annual Premiums $2,501 or more: Barring any carrier-imposed restrictions, application completion, signature collection, exam scheduling, and follow-ups are handled by the ATeam on your behalf. Click here to see the list of ALL available carriers.
• Annual Premiums $2,500 or less: A limited list of carriers are available for submission via the ATeam, who will oversee but not conduct application completion, signature collection, exam scheduling, and follow-ups using the carrier’s designated application fulfillment partner or process.

• Agents are responsible for submitting the application using an alternative electronic submission option (iGo, agent portal, etc.) or paper application for carriers NOT shown on the limited list above.
• Applications for North American, Prudential, and Transamerica will be completed by the ATeam regardless of the premium.

Currently, iGo is NOT directly linked to Insureio and the client’s details will NOT populate in Insureio. You will need to manually enter any data you wish to save into Insureio and update the status throughout the application process as listed below:

• After you have submitted the drop ticket or application via iGo, change the status in Insureio to “Submit Direct to Carrier by agent – awaiting Client signature.”
• Once you confirm that the client signed the application, change the status in Insureio to “Submit Direct to Carrier by agent – App Signed – sent to underwriting.”

Printable versions of carrier forms can be found on this website. Hover over Agent Portal at the top of the page, then click Forms.

• Complete the interview, fill out required forms, and obtain all signatures with the client.
• Attach the signed application to the Insureio client record using the File Manager. For instructions on how to save documents to the File Manager, click here.
• Use the Enter Quote button within the policy section to add the application details.
• Change the status in Insureio to Brokerage Paper App Submitted.

Check status 24/7 using this link: https://pinney.insureio.com/login

• Open the consumer file > click on the Policy tab for the application you would like to check status > underneath the section that reads Current Status, click on Requirements and Notes
• From there, you’ll be able to see any notes entered by the ATeam during the application process, as well as comments and requirements by Case Management during underwriting.

Check status 24/7 on PinneyInsurance.com > hover over Agent Portal at the top of the page > click Case Status.

What Diligent Follow-Up Means

During the first 7 business days, we make 11 attempts to complete the application and order and schedule the medical exam for your client.

Once we complete the application, we will follow up directly with the client for additional items. You will receive a notification regarding your case a minimum of:

• Once every 5 business days
• Whenever the case is touched
• When there is a change in status

Feel free to check your case status anytime online!

What Diligent Follow-Up Means

The above process is followed for all applications sent via Drop Ticket. The Application team (A-Team) will be submitting the drop ticket the same day you submit it in Insureio. The vendor fulfillment center will begin calling your client right away and the A-Team will check status every three days per the above guidelines. You will also receive a notification regarding your case when there is a change in status.

You will also receive a notification regarding your case when there is a change in status.

Feel free to check your case status anytime online!

What Diligent Follow-Up Means

During the first 7 days after the application is sent to your client, we make 11 attempts to recover the application from your client.

The above process is followed for all applications sent for e-signature via Marketech or Docusign. When applications are sent via mail, the initial calling would start one week after application was mailed to the client. Once we complete the application, we will follow up directly with the client for additional items. You will receive a notification regarding your case a minimum of:

• Once every 5 business days
• When there is a change in status

Feel free to check your case status anytime online!

What Diligent Follow-Up Means

The below follow-ups are based on business days.

Agents will receive notification when a new requirement is posted to the case in addition to a weekly status update on all outstanding requirements. They can also check status 24/7 online with Insureio or Data Viewer.

Feel free to check your case status anytime online!

What Diligent Follow-Up Means

The below follow-ups are based on business days.

Agents will receive notification when a new requirement is posted to the case in addition to a weekly status update on all outstanding requirements. They can also check status 24/7 online with Insureio or Data Viewer.

Feel free to check your case status anytime online!

What Diligent Follow-Up Means

Our delivery team will assist you with policy delivery. We will attempt to collect Delivery Requirements (DRs) on your behalf. Prep your clients when calling them about policy approval that the POLICY SPECIALIST will be sending their requirements to activate coverage.

Please note: Our delivery team is available to assist when the client needs help completing their forms or accessing electronic documents. If your client is ever in need of assistance, please send a request to [email protected] with the client’s information & details regarding their question. A Policy Specialist will assist to the best of their abilities.

The following Carrier Delivery Requirements can be sent electronically to your clients:

Corebridge Financial (American General/US Life), ANICO, Assurity, Banner/William Penn, Brighthouse, Cincinnati Life, John Hancock, Lincoln Financial, Mutual/United of Omaha, Nationwide, North American, Protective, Pacific Life, SBLI, Symetra

Submit to App Team: The initial status – the agent selects this status to submit the app to our team.

A-Team – Contact Made: Our team has talked to the applicant, but they are not moving forward yet (need to talk to a spouse, spoke to client and set a scheduled call-back time, etc.).

A-Team Follow-Up 2 – 7: These statuses reflect the contact attempts our team make by day, outlined in our diligent follow-up process (also included in this guide).

A-Team: Client Unresponsive – Referred to Agent: Our team has completed the diligent follow-up process during days 2-7, but received no response from the client. This status hands the case back to the agent.

Withdrawn - A-Team: The applicant was not interested, didn’t qualify, or is unresponsive.

Withdrawn - 2 day Uninterested: We reached the client on our first or second contact, but they decided not to proceed.

Withdrawn - PreUW Changeover: The agent changed carriers before an application was submitted to the carrier.

Contact Made - App Hold: The app is on hold waiting for additional info from agent or client.

App Hold - Missing Required Information: The app is on hold because it is missing required client information (usually associated with Acts of an Agent, required before submitting the app).

App Ticket Returned to Agent - Unable to Process: The app submitted is for a carrier ATeam can’t process due to premium requirements, or a carrier that requires an agent to submit directly.

App Ticket Returned - Agent Licensing: The app cannot be processed because the agent doesn’t have an active license.