Beginning Friday, October 1, 2021, you will have the ability to unlock an E-APP without having to contact our LTC Administrative Office!
The E-APP will become locked when the it enters the DocuSign® signature process. If during the signature process it is necessary to remove the application from the signature process, unlocking the application allows the signature process to terminate, making the E-APP steps 1 to 4 available again.
Follow these steps if you need to adjust application information once the E-SIGN process has started.
E-SIGN Confirm Contact Information
Once contact information is entered in the E-SIGN screen (Step 4) and you select continue, the E-SIGN Confirm Contact Information pop-up below will generate. It includes instructions how to unlock the E-APP, if necessary.
Unlocking if E-Sign Face to Face is chosen
If E-Sign Face to Face is chosen and the signature process is exited prior to completion of the signatures, log into the Agent Resource Center (ARC), go to New Business, then E-APP, then Saved E-APPS and select the E-APP that requires edits, make your edits and restart the signature process.
Unlocking if E-Sign by Email is chosen
If E-Sign by Email is chosen and all signatures are not completed, you can log into the ARC, go to Your E-APP Summary Reports, run a date range wide enough to capture the date you first started the E-APP and click the Find button. Results will appear below the Find button. If your E-APP is in the signature phase, you can choose the Unlock option (circled in red below).
Once you click the Unlock button pictured above, a pop-up will generate that will require the reason for unlocking and an option to continue with the process or be taken back to the previous screen.
If Yes, I want to Unlock is chosen, you will get the below confirmation screen.
You will then be automatically redirected to the entry steps for the E-APP where you can make the necessary changes to the application.
Please note, an E-APP cannot be unlocked once all signatures are complete. If you need any real-time help with these steps, please contact our Agent Services Team at the contact information below.
For agent inquiries contact your dedicated Agent Services Team at 888.505.2332 or status@ngl-essentialltc.com. For sales questions contact the Long Term Care Sales Team at LTC@nglic.com.
Thank you.
