CICA LIFE OF AMERICA – Applications & Agent Portal – Channel Partners

Start a New Quote and Application

The Agent Portal uses a quote-to-application workflow. Information entered while creating the quote carries into the application.

From the dashboard, open Applications.
Select Start New Quote / Application.
Enter the client’s:
- Date of birth
- Requested Policy Effective Date
- Name
- Issue age
- Sex at birth
- Primary resident state
- Preferred language
Enter or adjust the face amount.
Review the monthly and annualized premiums.
Compare the available Standard Issue and Guaranteed Issue options with the client.
Save the quote to the Quote List, or select the desired product and choose Start This App.

Email a Quote

From the quote screen:

Enter the client’s name and valid email address.
Confirm the client’s verbal consent to receive the quote electronically.
Choose whether to send both product options or only the selected option.
Verify that your Agent Portal profile is current because the quote email includes your contact information.

Important: Use a valid client email address when an electronic quote, signature request, or authorization will be delivered. Do not use the agent’s email address as the client’s email address.

Continue from the Quote to the Application

Select the product and choose Start This App.
Review the information carried over from the quote.
Enter the applicant’s SSN or ITIN.
Select whether the application is being completed by phone or in person.
Enter and validate the applicant’s address.
Select Let’s Start.
Review any suggested phone numbers or email addresses with the client and select the preferred contact information.
Complete the remaining application sections, including:
- Health questions
- Remarks, when needed
- HIPAA Authorization and Consent
- Product information
- Owner information
- Beneficiary information
- Existing insurance
- Required disclosures
Review the entire application with the client before uploading it.

Before upload: Make all necessary corrections before submission. Application information cannot be changed after the application is uploaded.

First-Time Agent Portal Access

Writing agents receive Agent Portal access after onboarding and identity verification are completed.

Open the Welcome Email sent from cti@citizensinc.com.
Use your writing number as the username.
Enter the temporary password included in the email.
If the Welcome Email was not received, check your spam, junk, and promotions folders.
If needed, select Forgot Password to receive a recovery code and create a new password.
Return to the login page and sign in with the new credentials.

Open the CICA Life Agent Portal

Customer Portal: Customer Portal access is separate from writing-agent access. Policyowners receive separate access instructions.

Application Requirements

Before beginning an application:

The agent must be licensed in the client’s resident state.
CICA Life products must be available in the client’s resident state.
The applicant must have an SSN or ITIN.
Use age at last birthday when determining premiums.
Select English or Spanish for policy delivery.
Use a valid client email address when electronic delivery will be used.

Applications for Minors

When the proposed insured is a minor:

A parent or guardian must sign the application.
A child age 15 or older must also sign.
At least one parent or guardian must have life insurance coverage greater than the child’s coverage.

Phone Applications

All phone applications must be conducted on a recorded line.

After the application is uploaded:

The client receives a secure Lightico session by email or text.
The client reviews and signs the application.
The client must complete any required replacement forms or disclosures.
Payment Setup remains unavailable until all required signatures are completed.

If signatures are incomplete, the application may show Waiting on Signature.

During electronic payment authorization, the client uses the billing ZIP code as the verification PIN.

HIPAA Authorization and Eligibility Review

HIPAA Authorization and Consent is completed within the application.

The proposed insured must:

Review the HIPAA disclosure.
Complete the required consent.
Complete the required signature.

After authorization is completed, the portal performs the prescription and eligibility review.

If the client qualifies for Standard Issue, continue the application.
If the client does not qualify for Standard Issue, review the available Guaranteed Issue option without restarting the application.

Upload, Signatures, and Payment Setup

Before Upload

Review the entire application and make all necessary corrections.

Waiting on Signature

One or more required signatures remain incomplete. Payment Setup is unavailable until all signatures are completed.

Payment Setup

After all required signatures are completed:

Enter the billing preferences.
Select the appropriate payment method.
Complete the required authorization.
Verify that the payment was scheduled successfully.

Status Review

Use the Application List or Application Payment Status Report to review:

Application status
Signature status
Payment status

If an error is discovered after submission, contact Channel Partner Support for case-specific guidance.

Requested Policy Effective Date

Requested Policy Effective Date replaces the former Hold Date terminology.

The Requested Policy Effective Date is entered during the quote and may be reviewed or updated in Product Information before the application is uploaded.

Before submission, agents may also review:

Face amount
Premium mode
Product selection
Automatic Premium Loan selection

For changes after submission, contact Channel Partner Support.

Check Application Status

Use one of the following portal options:

Application List
Reports > Application Payment Status

These areas allow agents to review application, signature, and payment information.

Application statuses may include:

Waiting on Signature
Pending Appointment
Submitted
In Underwriting
Issued

If the application shows Waiting on Signature, one or more required signatures remain incomplete.

If the application shows an underwriting status:

Check the email address associated with the application.
Search for a message that references the application number.
Check the spam or junk folder.
Contact Channel Partner Support if no email explains the underwriting review.

Do not promise a specific approval, decline, or issue date while an application is under review.

Cancel an Application or Policy

On-Hold Application

An eligible on-hold application may be canceled through the Agent Portal.

Application Without a Requested Policy Effective Date

The application must process. After the policy is issued, a void request may be submitted to Channel Partner Support within 30 days for a refund.

Issued Policy

To cancel an issued policy, the policyowner must submit either:

A completed Cancellation Form, or
A written cancellation request with a copy of a government-issued ID

Request the Cancellation Form from CPS@citizensinc.com.

Recurring payments are removed when the cancellation request is received to prevent future charges.

Policy Copy or Remail

PDF policy copies are available only after the policy is issued.

If the client did not receive the policy:

Verify the address on file.
Request a remail through Channel Partner Support or Policyholder Services.

Standard delivery is five to seven business days.

Check a Policy’s Paid-To Date

Open Reports.
Select Renewal Premium Report.
Select All to include every active policy.
Locate the policy.
Review the Paid-To Date column.

The Renewal Premium Report also includes:

Payment method
Policy status
Issue date
Next draft date

Increase or Reduce the Face Amount

Increase Coverage

A face amount or death benefit increase requires a new application.

Before submitting the new application, confirm the maximum face amount allowed for the client’s age and selected product.

Reduce Coverage

A face amount reduction:

Is allowed after the policy has been in force for at least six months
Must be made in $1,000 increments
Takes effect on the next billing date after the request is approved
Requires the Application for Policy Change and/or Endorsement

Policy changes are effective only after written approval by the company and may require evidence of insurability or additional premium.

Whole Life Product Overview

CICA Life offers nonparticipating whole life Final Expense coverage.

Key features include:

Permanent whole life coverage while required premiums are paid
Fixed premiums
Guaranteed cash value as described in the issued policy
Death benefit and rider provisions governed by the issued policy

The policyowner may request permitted changes involving beneficiaries, ownership, contact information, policy values, and other servicing needs by using the applicable policy service form.

Standard Issue and Guaranteed Issue

Standard Issue

Includes health questions and eligibility verification
Provides full death benefit coverage from day one
Includes Terminal Illness and Accidental Dismemberment benefits
May include optional Accidental Death coverage

Guaranteed Issue

Does not include medical questions or medical exams
Pays 110% of premiums paid during the first two policy years
Provides the full face amount beginning in policy year three
Includes Terminal Illness, Accidental Dismemberment, and Accidental Death benefits

Coverage Amounts

Ages 0 through 50

Standard Issue: $1,000 to $30,000
Guaranteed Issue: $1,000 to $30,000

Ages 51 through 70

Standard Issue: $1,000 to $20,000
Guaranteed Issue: $1,000 to $30,000

Ages 71 through 85

Standard Issue: $1,000 to $10,000
Guaranteed Issue: $1,000 to $10,000

A Yes answer to a Standard Issue medical question means the client will be offered Guaranteed Issue instead. Requote for Guaranteed Issue and continue the application.

Contestability and Key Product Provisions

Standard Issue Contestability

The two-year contestability period begins on the policy’s effective date.

During this period, the company may review the application for material misrepresentation. If the application was accurate, the full death benefit is paid even when death occurs during the contestability period.

Suicide Provision

If the insured dies by suicide within two years of the Policy Date, proceeds equal the total premiums paid, less any indebtedness.

Accidental Death

Accidental Death is:

Included with Guaranteed Issue
Optional with Standard Issue

Benefits are subject to the limitations and requirements stated in the issued policy.

Cash Value, Loans, and Non-Forfeiture Options

Policies typically begin accumulating cash value after two years. Each issued policy includes a guaranteed cash value chart.

Policy Loans and Surrenders

Use the Policy Owner’s Service Request Form to request a policy loan or surrender.

Interest applies according to the policy.
An outstanding loan may reduce the available policy value or death benefit.
The issued policy controls the available amount and terms.

Reduced Paid-Up Insurance

Reduced Paid-Up Insurance continues coverage at a reduced, fully paid-up amount based on the policy’s net cash value and the insured’s attained age.

Extended Term Insurance

Extended Term Insurance continues the current face amount for a limited period determined by the policy’s net cash value.

Automatic Premium Loan

If selected, Automatic Premium Loan may use available cash value to cover unpaid premium by the end of the 31-day grace period.

For the cash value or loan amount of a specific policy, contact Policyholder Services.

Reinstate a Lapsed Policy

A lapsed policy may be eligible for reinstatement, subject to the issued policy and applicable state rules.

Standard Issue may be reinstated within three years of lapse.
Guaranteed Issue may be reinstated within five years of lapse.
A policy cannot be reinstated after it has been surrendered for cash value or after the insured has died.

Reinstatement requirements may include:

A written application
Satisfactory evidence of insurability
Payment of all premiums due with 6% compounded annual interest
Payment of policy debt with interest

A reinstated policy may be contested for two years from the reinstatement date for material misrepresentation.

To submit a request:

Complete the Application for Reinstatement.
Answer all health questions.
Sign and date the form.
Include a copy of a government-issued ID.
Email the documents to PHS.USA@citizensinc.com.

Change a Beneficiary or Policyowner

Beneficiary Change

Use the Policy Owner’s Beneficiary Change Request.

For each beneficiary, provide:

Full name
Relationship
Percentage
Address
Date of birth

Primary beneficiary percentages must total 100%.

Minor Beneficiary

Use the Beneficiary Change Request - Nominating Minors and provide the required custodian information.

Owner or Name Change

Use the Policy Owner’s Change Request.

Include legal evidence when required. Sign the request before a witness and include a government-issued ID.

A request received more than 60 days after signing may be returned for a current date and new signatures.

Policy Replacement Requirements

Replacement includes a transaction where new coverage causes existing coverage to:

Lapse
Be surrendered
Be reduced
Be converted
Be reissued with reduced value
Be used in a financed purchase

Agents must:

Explain the advantages and disadvantages of the replacement
Provide accurate information so the client can make an informed decision
Complete the required company replacement form
Obtain the applicant’s and agent’s signatures
Read the replacement notice aloud unless the applicant declines in the space provided
Leave or email a copy of the sales materials to the applicant
Submit proof that the sales materials were provided

CICA Life will not approve a replacement unless the new coverage better meets the client’s needs or substantially benefits the client.

Contact Support

Channel Partner Support
CPS@citizensinc.com
737-289-4670

Policyholder Services
PHS.USA@citizensinc.com
800-880-5044