Starting a New Application
All applications are submitted through the CICA Life of America Life of America Agent Portal.
Path:
Applications → New Application
Agents begin with Step 1: Product Information and must complete each step in order. Required fields are highlighted. After completing all steps, the application is uploaded and payment information for the initial premium is entered.
Running a Quote (No Separate Quote Tool)
CICA Life of America does not have a separate quoting tool.
To run a quote:
• Go to Applications → New Application
• Complete Step 1: Product Information
• Enter proposed insured details
• Select product type and face amount
• Click Calculate
Agents can change the product or face amount to generate a new quote.
First Login & Password Setup
A welcome email is sent after onboarding is completed.
If login issues occur:
Open a new browser tab.
- Copy and paste this link into the address bar:
https://cicaamerica.citizensinc.com/login - Click on "Forgot Password".
- Enter your full user ID, which is your 7-digit agent ID: 7262180.
- Follow the instructions to enter the verification code sent to your email.
- Check your inbox for the "Forgot Password" email and use it to create a new password.
- Return to the login page and sign in using your new credentials.
After resetting the password, return to the login page and sign in.
AML Training Requirement
Agents must complete AML training on their first login before accessing the portal menu.
After completing the training, check the confirmation box. The system will log you out automatically. Log back in to access the full menu.
AML Training Troubleshooting
If AML training shows incomplete:
• Clear browser cache and cookies
• Log out and close the browser completely
• Reopen the browser and log back in
• Retake the AML course from the beginning
• Check the completion box and save progress
If the system indicates the course expired, repeat the steps above before reattempting.
Email Requirement – CICA Life of America
CICA Life of America requires a valid email address at the time of application submission.
- Agents may no longer use placeholder email addresses (e.g., none@none.com) under any circumstances.
- A legitimate, working email must be provided for every client.
If a client does not have a personal email address, agents may use an alternative valid email, such as:
- A family member’s email
- A trusted contact’s email
- A beneficiary’s email
Please ensure the email provided is accurate and accessible, as it may be used for important policy communications and document delivery.
Phone Applications – Required Steps
For applications completed over the phone or remotely:
• Select “Yes” for ‘Is this application being completed over the phone?’ in Step 1
• The entire application must be completed on a recorded line
• The recording must be uploaded at the end of the application
Recording file name must include either:
• Insured’s full phone number + application date, OR
• A valid voice recording ID
HIPAA Authorization – Standard Issue (Phone Apps)
For Standard Issue phone applications:
• Call the HIPAA authorization number listed on the application
• Obtain the 3-digit HIPAA code
• The automated system will read the authorization
• Client confirms name, address, and consent
• Agent must disconnect before entering the HIPAA code into the application
Application Upload Rules
Once an application is uploaded and signed:
• Information from previous steps cannot be edited
If a correction is needed before issuance:
• Cancel and rewrite the application with correct details
Can I download the application once submitted?
The application is not available to be downloaded. However, it is captured in the policy that is sent to the client.
Application Corrections – After Issue
After a policy is issued:
• Minor, non-premium-impacting corrections may be allowed
• Premium-impacting changes (DOB, gender) are not allowed
For assistance, contact Channel Partner Support.
Changing a Hold Date (Up to 28 Days)
Hold dates can be adjusted only if the Delay Payment option was selected.
Path:
Applications → List → Edit Application → ‘Hold payment and application until’ → select new date → Save
The new hold date must be within 28 days of the original application submission date. If outside the 28-day window, the application must be canceled and rewritten.
Cancel or Withdraw an Application – By Status
Uploaded and on hold:
• Applications → List → Cancel Application
Pending Appointment:
• Contact Channel Partner Support for cancellation assistance at cps@citizensinc.com, 737-289-4670 or ask to transfer to agent assistance
Submitted:
• System does not allow direct cancellation
• Client must submit cancellation to Policyholder Services or agent contacts CPS once issued
Checking Application Status
To check application status:
Path:
Reports → Application Payment Status
Statuses may include:
• Pending Appointment
• Submitted
• In Underwriting
• Issued
Click the application number to view payment history and details.
Check the Paid to Date (PTD) of a policy
There is a column that shows the Paid to date for the policy.
Increase Face Amount or DB
To increase the face amount or death benefit, a new application must be submitted for the client.
Please make sure to check the maximum allowable face amount for the client’s age before writing a new policy. You can find the maximum face amount listed in the Agent Guide. If you are unable to locate it, feel free to reach out to me and I can provide the information for you.
Whole Life Policy – Overview
Whole Life policies provide permanent life insurance coverage with guaranteed premiums and guaranteed death benefits. Coverage remains in force as long as required premiums are paid.
Key Features
Permanent life insurance coverage
Level premiums for the life of the policy
Guaranteed death benefit
Cash value accumulation
Optional riders may be available
Policy Ownership
The policy owner controls the policy and may:
Change beneficiaries
Assign ownership
Request policy changes
Access policy values when available
Standard Issue (SI) Whole Life
Standard Issue policies require health questions during the application process.
Eligibility
Applicants must answer medical questions to determine eligibility.
Coverage
Coverage amounts vary depending on the insured's age at issue.
Contestability
Standard Issue policies include a two-year contestability period.
During this period the insurer may review claims to verify that application information was accurate.
Suicide Provision
If death occurs by suicide within the first two years of the policy:
The policy will refund premiums paid
No death benefit will be paid
Guaranteed Issue (GI) Whole Life
Guaranteed Issue policies do not require medical questions.
Eligibility
Guaranteed Issue is typically available for older applicants or applicants who do not qualify for Standard Issue.
Waiting Period
Guaranteed Issue policies usually include a two-year waiting period.
During the waiting period:
If the insured dies from natural causes:
The beneficiary receives a return of premiums paid plus interest.
If death is accidental:
The full death benefit is paid.
Cash Value
Whole Life policies accumulate cash value over time.
Cash Value Access
Policy owners may access policy value through:
Policy loans
Surrender value
Non-forfeiture options
Availability depends on the age of the policy.
Non-Forfeiture Options
If premiums are not paid, the policy may provide non-forfeiture options depending on available cash value.
Common options include:
Reduced Paid-Up Insurance
The policy converts to a smaller fully paid policy with no additional premiums.
Extended Term Insurance
Coverage continues for a limited period based on available policy value.
Policy Loans
Once sufficient cash value exists, policy owners may borrow against the policy.
Key Points
Loans reduce the available death benefit.
Interest will accrue on outstanding loans.
Unpaid loans may affect policy value.
Policy Reinstatement
If a policy lapses due to non-payment, it may be reinstated.
Reinstatement Requirements
The policyholder may need to:
Submit a reinstatement request
Pay past due premiums
Provide updated information if required
Eligibility depends on the policy terms and the length of time since lapse.
Beneficiary Designation
The policy owner may name one or more beneficiaries.
Types of Beneficiaries
Primary Beneficiary
Receives the death benefit first.
Contingent Beneficiary
Receives the benefit if the primary beneficiary is no longer living.
Beneficiaries may be changed by the policy owner unless an irrevocable beneficiary has been designated.
Riders and Optional Benefits
Policies may include optional riders depending on product availability.
Common rider types include:
Accidental Death Benefit
Child Rider
Waiver of Premium
Additional Coverage Riders
Availability may vary by product and state.
Policy Replacement
Agents must follow replacement rules when replacing an existing life insurance policy.
Replacement Requirements
Agents must:
Disclose replacement information
Complete required replacement forms
Provide policy comparison when applicable
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