CREATING EXISTING CASE TRACKER

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1 1. Open an Excel Spreadsheet and save it as Existing Case tracker and the date. You will be creating a new tracker each week so it is important to have the date in the title. A sample title for Aug. 1, 2014 would look like this: Existing Case Tracker Go to and log in to Agent Services Liberty National Life Insurance Company. All rights reserved. AGENT TRAINING PAGE 1 OF 11 LNL

2 3. Click on Field Reports. 4. Click on the white box next to AL040QM1 Worksite List by Franchise. It updates every Saturday, therefore it s best to create this report on Tuesdays so you are dealing with the most current info. 5. This will open the report which shows all Franchises in your Agency sorted in alphabetical order by the Franchise Name. AGENT TRAINING PAGE 2 OF 11

3 6. Now you are going to copy the information in the AL04 report into the Excel Spreadsheet. To do this, place your cursor in the top left corner of the report, click the mouse and drag down to the bottom right to select the entire page. Once all franchises are highlighted blue, right-click and select Copy. 7. Return to your Excel spreadsheet, place your cursor in box A1, right-click and select the Paste option titled Match Destination Formatting (it s the one that looks like a clipboard below). AGENT TRAINING PAGE 3 OF 11

4 8. Your spreadsheet should look like this. 9. Most Agencies are going to have more than open page of franchises. To go to the next page, click the down arrow in the top left corner of the page. AGENT TRAINING PAGE 4 OF 11

5 10. Repeat steps 6 and 7 for all remaining pages. Note: On page 2 and beyond, you no longer need to copy the column headers, just the Franchise info. 11. Now you should have all franchises in your spreadsheet. With column A highlighted, click on the Data tab at the top of the page, then click on Text To Columns. The Convert Text to Columns Wizard will appear. AGENT TRAINING PAGE 5 OF 11

6 12. Click Next and verify that none of the line breaks are in the wrong place. Use the directions at the top of the box to Create, Delete, or Move lines. 13. Click Finish. AGENT TRAINING PAGE 6 OF 11

7 14. Now all your info should be in columns and easy to sort. Place your cursor between columns to widen them so you don t see ###### in any columns 15. Highlight row 1 clicking on 1. With the row highlighted, go to the Data tab and click Filter. This will add filters to your columns. 16. With row 1 still highlighted, go to the View tab and click Freeze Panes, then click Freeze Top Row. This will keep your headers at the top of the page even when you scroll down the page. AGENT TRAINING PAGE 7 OF 11

8 17. Delete empty rows. You can highlight multiple rows at one time by holding down the Ctrl key on your keyboard while clicking. Once a row is highlighted, right-click and click Delete. 18. Once all the empty rows have been deleted, your spreadsheet should look like this. AGENT TRAINING PAGE 8 OF 11

9 19. Go to the Date column, click the filter arrow then choose Oldest to Newest. This will sort your cases by the date the cases are due. 20. With today being Aug. 1, 2014 in this example, we would be concerned with cases that are not paid current. On the cases below, Greenville/Bethel Health is concerning because it is two months past due as the Date column shows 6/1. We would call the franchise using the Existing Case Script to find out what is going on and secure a payment. The franchise s contact name and phone number are found on AL915 Worksite Management Information Report. AGENT TRAINING PAGE 9 OF 11

10 21. Once you have identified cases that are late, double check them using AL915 Worksite Management Information Report prior to calling. The purpose of this is to determine if the entire case is late or only a policy or two. You do this by examining the PAID TO DATE column. In the first example, all policies are paid to 7/1 so they are truly 30 days late as of 8/1. In second example, you can see the PAID TO DATEs are varied. Some of the policies are paid current to 8/1, some are one month late at 7/1, and some are past due as far back as 6/1 and 5/1. This most frequently occurs on older cases that have been enrolled multiple times and the deductions or payments did not occur in a timely manner on policies written at a specific enrollment. These cases take diligent work with the bookkeeper. Otherwise customers will receive a letter that some or all of their coverage has lapsed. This can cause confusion with the customer and bookkeeper, creating ill will that can jeopardize the entire case. AGENT TRAINING PAGE 10 OF 11

11 22. By creating this report weekly, you will see which cases have had a payment applied and the Due Date has updated. It will also help you identify which cases are chronic late payors. Remember, the importance of tracking your existing cases is to keep commissions and renewals flowing and make sure customers keep their coverage in force. Many times when a case is running behind on their payment it is fixable if you are working with them proactively. AGENT TRAINING PAGE 11 OF 11