Monumental Life National Marketing Organizations  - Parks Partners

I am occasionally asked about Personal History Interviews (PHIs).  Monumental and Transamerica use a third-party vendor, Univita, to conduct the calls.  This message provides an overview of why PHIs are requested, how they are requested and the timing associated with competing the calls.  PHIs are requested for only 12to 15 % of New Business applications.  Please share this information with your home office and sales teams.

PHI’s are primarily requested when information received from MIB or Rx Check is inconsistent with the applicant’s answers to questions as recorded on the application.  PHI’s can be reduced by referring to the Prescription List in the Final Expense Application Guide.  When a medication is being prescribed for a reason other than what is listed, documenting the medication, dosage and reason being prescribed on the Supplemental Information to the Application for Life Insurance form (part of the application packet) will answer the questions the underwriter may be asking if they otherwise would be requesting a PHI.

Univita contacts our applicants to complete the interview within 24 hours of an order from our Home Office.  We have a dedicated phone line with Univita of 866-890-0368, or direct 651-501-4535.  The caller id will display 800-560-0960, Univita’s main number.  Outbound calls are made by Univita between 8:00 AM and 8:30 PM according to the time zone of the applicant.  Interviews will be done, if the applicant is available, when called.  If the applicant isn’t available an appointment can be scheduled or a message will be left.

Messages are left if there is no answer.  The message is as follows:
Hello.  This message is for <applicantsName>.  I am calling regarding your Insurance application with <InsurCo>.  You may call toll free at, 1-866-890-0368. Monday through Friday, between 7AM and 7PM Central Time to inform us of a timeframe that you can be reached to complete your phone interview.  If you call after hours, you may leave a message with your availability.  Again the number is 1-866-890-0368. We look forward to your call, as this is a required part of the underwriting process.

The Univita Call Center is open for return calls 7:00 AM – 7:PM Monday thru Friday.  Appointments can be scheduled 7AM -11 PM Monday – Friday and 7 AM – 4 PM on Saturday.  Appointments will be accommodated outside this schedule if requested.  If an appointment is scheduled, there is a 30 minute window of time within which it could occur.  The 30 minutes is to allow time if the prior interview runs long.  Appointments are typically available the same day or next day depending on the applicant’s schedule and flexibility. 

Please be sure to indicate on the application if there is a best time for Univita to call or if the applicant needs an interpreter.  While most applications will not warrant a PHI, these items will be included when there is an order to ensure that Univita is calling at the best possible time to reach the applicant.

Please let me know if you have any questions.  We appreciate all you do. Feel free to share this with your marketers and reps!

Best regards,

David Parks
Vice President, IMO Distribution
Monumental Life Insurance Company
Telephone:  (501) 227-1261
Cell phone: (501) 257-7933