CX LIFE - LGA
Lemonade
Created on September 30, 2024
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Lemonade Specialists
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If a policyholder has general questions about term life insurance, it's our job to educate them! • What is term life insurance? • What is a beneficiary? • What is the free look period?
lemonade specialists
Legal & General Agents
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If a policyholder needs to change their policy, Lemonade must triage their ticket to LGA using one of the LGA follow-up macros. • How do I update my beneficiaries? • I moved and need to update my address. • Can I have a copy of my policy?
legal & general agents
LGA Macros
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CX::Life::General::LGA:: Forward Customer to LGA ( Email Follow-up - NEW BUSINESS ) NBLemonade@lgamerica.com • New Quote + Applications Requests • Help/support with new applications • Questions about recently submitted applications • General Questions while customer is in underwriting • Assistance with accepting quote offer (binding) CX::Life::General::LGA:: Forward Customer to LGA ( Email Follow-up - EXISTING BUSINESS ) lemonade@lgamerica.com • Billing concerns • Filing a claim • Account changes (Update address or beneficiaries) • Requesting policy documents or info CX::Life::General::LGA:: Knockout question UW decline (Pre-LGA) • In response to customers who have not met underwriting criteria • These customers will be unable to finalize a quote and will have no information available through the LGA partner dashboard • This will typically include non-U.S. citizens, those with felonies, and those with health/ lifestyle concerns