AGENT OVERSIGHT. To provide adequate monitoring of agents and agent activities, the Company must: 2.A: Implement quality assurance procedures over agent activities including monitoring procedures and periodic audits. Standard 2.A.1 The Companies have trained field leadership on the use and functionality of the Agency Management System (AMS) by August 1, 2009. • Thereafter, Companies require supplemental training based on upgrades to AMS within 60 days of the upgrade installation. • The Companies require promoted Field Leaders to complete training within 60 days of promotion. 10% Standard 2.A.2 The Companies utilize AMS, including: • Use of the system to monitor agent performance based on the severity and volume of each agent’s complaints; and • Use of the system by Field Leaders to monitor, mentor, and provide additional coaching to the agents. Pass/Fail Standard 2.A.3 The Companies utilize AMS data to review and act on inappropriate sales practices via the Sales Practices Review Team (“SPRT”) or a successor committee which meets at least 10 times per year. Pass/Fail Standard 2.A.4 Proven serious agent misconduct is dealt with expeditiously when known to the Companies. Pass/Fail Required Action Performance Standard Tolerance
AGENT OVERSIGHT. The Examiners reviewed both the Companies’ and Insphere’s policies and procedures to determine compliance with the RSA Standards of this section. Testing the Companies’ oversight involved reviewing minutes for various committee meetings, reviewing agent disciplinary logs, selecting samples and testing for expeditious handling of proven serious agent misconduct, selecting samples and testing the field agent training audits, reviewing and testing the Companies’ methods for maintaining an updated Point of Sale (POS) materials list, reviewing and testing the Companies’ trend analysis documentation. Multi-State Examination of MEGA, Mid-West & Chesapeake The table below summarizes the Agent Oversight review results: Standard # Population Size Sample Size # Non- Compliance % of Non- Compliance Overall Testing Results 2.A.4 14 14 2 14.28% Fail 2.B.1 10,178 6 0 0.0% Pass 2.B.2 N/A N/A 0 0.0% Pass 2.B.3 21 21 21 100% Fail 2.C.2 20,516 28 0 0.0% Pass
AGENT OVERSIGHT. To provide adequate monitoring of agents and agent activities, the Company must: 2.A: Implement quality assurance procedures over agent activities including monitoring procedures and periodic audits. Standard 2.A.1 The Companies have trained field leadership on the use and functionality of the Agency Management System (AMS) by August 1, 2009. • Thereafter, Companies require supplemental training based on upgrades to AMS within 60 days of the upgrade installation. • The Companies require promoted Field Leaders to complete training within 60 days of promotion. 10 % Standard 2.A.2 The Companies utilize AMS, including: Pass/Fail • Use of the system to monitor agent performance based on the severity and volume of each agent’s complaints; and • Use of the system by Field Leaders to monitor, mentor, and provide additional coaching to the agents.
AGENT OVERSIGHT. Aetna may terminate this Agreement in the event that Upline fails to have at least three (3) Licensed Agents, and/or if Upline fails to provide a minimum level of services and compliance oversight as required by Aetna and CMS over its Agents, as set forth in this Agreement and the Producer Guide and Upline is unable to cure such failure within thirty (30) days of receipt of written notice from Aetna, which time frame may be extended by Aetna, in its sole discretion.
