Versions Compared

Old Version 13

changes.mady.by.user Michael Gaudette

Saved on

compared with

New Version 14

changes.mady.by.user Michael Gaudette

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

The ESP TL is responsible to ensure all agents stay productive and complete all tasks within the one-week window. Please adhere to the following expectations to efficiently move agents to completion through all ESP tasks.

...

Expand
titleAHIP/Aetna Troubleshooting

  • First, try all of the “General Troubleshooting” steps, as applicable.

  • For payment issues where AHIP prompts agent they will need to pay:

    Have the agent contact AHIP or Aetna support.

    • Capture a screenshot and email to the ESP TL who will submit a Carrier Ticket.


  • If the following error message is received:

    "We were unable to locate an NPN with the National Insurance Producer Registry with the information provided. Please verify the accuracy of your information and try again. If you require additional assistance, please contact support."

    Do not contact AHIP support. First, verify agent information was registered their profile correctly. ie Name, NPN, Tax ID, etc.

  • If the issue is new or an error that is not listed above, gather screenshots and/or error verbiage and email to the ESP TL who will submit a carrier ticket.

  • If directed to contact AHIP or Aetna, contact information is below:

    • AHIP Phone: 866.234.6909

    • AHIP Email: Support@AHIPInsuranceEducation.org

    • Aetna Phone: 866.714.9301

  • If the above fails, the TL should call AHIP/Aetna directly.

  • If the TL is still unable to resolve, a Carrier Ticket should be submitted.

  • For TBT Issues, click the dropdown below for troubleshooting steps:

Expand
titleTBT Troubleshooting

  • First, try all of the “General Troubleshooting” steps, as applicable.

  • Need to verify next steps

  • TL’s must hold the agents accountable according to the Agent Timeframe Expectations.

  • TL’s must hold agents accountable according to the Attendance Policy.

  • TL’s must hold agents accountable according to the Failed Cert Exams Guide.

  • TL’s must ensure all Tickets have been submitted before logging off each evening using the five forms listed at the bottom of this page.

  • TL’s must ensure the ESP Tracker is up to date before logging off each evening.

    • This includes the notes section to the far-right for each agent, each day.

    • It is especially important everything is up to date after day 5 to allow for a seamless transition from ESP to the call-floor. The agent’s new TL will need to understand if any tasks were not completed, why they were not completed, if there have been any CAPs, etc.

    • Be mindful of any ‘red-flag’ situations and notify PMs as needed. For example, something surfaces form a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.

...