Our mission is to provide a seamless, transparent service to our internal and external clients.  By proactivley managing the policy processing, contracting, commissions and licensing, we strive to build value to the Kestler Financial Group brand.

The Case Management Department was created in 2005 to address a common issue experienced by our producers and internal staff: a decrease in the quality of customer service at several insurance company home offices. 

The Case Management staff was selected and trained specifically to process the business you submit.  Each application is sent to a specialized team member to review for errors, outdated documents and/or missing information. 

It is important to note that specific insurance carriers require the agent to submit their applications to Kestler Financial Group, while other carriers do not specify whether business should be sent to KFG or directly to the company.  However, we strongly recommend that all business be submitted directly to KFG so we may "scrub" your application and easily track it as the application is sent to the insurance carrier.

American Investors Life (AIL) and American General (AIG) both require all submitted business to be sent to Kestler Financial Group.  Our Case Management department works very closely with the AIL and AIG staff to ensure a quality experience for the agent and client.

The primary responsibilities of the department include:

• Scrub new applications, including an initial review of application for completeness to ensure business conforms to company product and suitability guidelines.  
   
• Follow-up on pending business for timely processing & commission payout – Set scheduled activities to contact carrier regarding status.
   
• Process licensing and contracting, including review of Agent appointment paperwork, submission and follow-up with the carrier.
   
• Assist agent with commission issues and or changes to commission structure
   
• Responsible for imaging all received documents.
   
• Manage service requests, product and policy changes, conversions, conservation notification, death claims, payment processing, etc.

Service Standards of the Case Management Team:

• Completed applications are processed and sent to the carrier within 24 hours of receipt.
   
• Incomplete Applications require agent notification and resolution within 48 hours of receipt.
   
• Complete agent contracting is submitted to carrier within 24 hours of receipt.