You spend time getting the referral, scheduling the meeting, fact-finding, preparing the case, presenting and closing. You've done a great job and the prospect says "yes." It's late in the day, you're tired, and you hate doing paperwork. Your job is selling, not doing paperwork, right? You reach in your briefcase and pull out the application, do half the job getting the questions answered, get a signature, and leave.

Somehow we expect or hope the underwriter will accept unanswered, or half-answered questions about important issues such as health, avocation, occupation, or financial information, needed to justify the coverage requested. We've met the prospect and know him or her so well, surely the underwriter will "feel" the same sense of kinship we do (with prospects he or she has never met, or heard of, who are actually just similar, faceless cases, like the others being reviewed — WRONG!)

For example, insurance companies routinely require three years of salary history on a DI application, and that section was left totally blank by the agent. "My client doesn't believe it is necessary to provide a copy of his tax return/W-2 to buy disability income protection. Can you get me an exception?" The answer was no, due to the amount of coverage requested. The first question the underwriter asked was, "Why does he want an exception?" Why does this client deserve an exception versus any other applicant? The guideline limits are set for a reason. A higher income means higher benefit limits, and that increases the chances for more complicated tax returns, and misunderstandings about the exact amount of insurable income. That could be a big problem at claim time.

Unfortunately, some prospects do exaggerate. Some honestly forget details that may be pertinent, but they also lie on occasion. They sometimes downplay serious health issues. Most will cooperate if you tell them what you need and why. Ask. We find the overwhelming majority of clients are more than willing to provide financial documentation, if asked and told why. It's your responsibility to explain. It's usually the agent who is most uncomfortable about asking!

Be sure each medical question is answered thoroughly and completely. Why? Underwriters say that it may mean the difference between needing or not needing an attending physician statement. They will always tend to err on the side of caution. Don't create doubt from the start. You send a subtle message to the underwriter that you may not know this client very well. What other details were left out that may be critical to their decision?

It is important to remember that the application you complete becomes a part of the policy. Ohio National relies on that information to disclose all pertinent facts about a particular applicant. It is critical that your efforts on behalf of your client and Ohio National provide a clear, honest picture and "sell" the reasons this person should be approved for coverage. Build a reputation with your underwriting team for being the agent who takes time to do the job right. You'll see the return in terms of quicker approvals, and you'll get paid faster. They will be much more likely to give you the benefit of the doubt if you build a reputation for full disclosure and integrity.