CICA Life of America (Agent Resources)

Article 12: Standard Issue vs Guaranteed Issue — which product does my client qualify for?

Labels: standard-issue, guaranteed-issue, product-comparison, final-expense

CICA Life of America offers two Final Expense whole life products: Standard Issue (SI) and Guaranteed Issue (GI). Both provide lifelong coverage with level premiums. No applicant is denied: if SI criteria are not met, the applicant qualifies for GI.

Standard Issue (SI):

• Requires answering health questions — all answers "No" → SI; any "Yes" → GI
• Lifelong coverage, fixed premiums, cash value accumulation
• Full death benefit from day one (if application was accurate)
• Two-year contestability period: if the insured dies in the first 2 years, the company may review the application for material misrepresentation (health history, age). Accurate applications are paid in full even within 2 years. Always record truthful, complete answers.
• Included riders: Terminal Illness Accelerated Death Benefit, Accidental Dismemberment Benefit. Optional: Accidental Death Benefit.

Guaranteed Issue (GI):

• No medical exam; coverage guaranteed regardless of health
• Graded death benefit: policy years 1–2 pay 110% of gross monthly premiums paid × months active; year 3+ pays the full face amount
• Does NOT include Extended Term Insurance or Reduced Paid-Up Insurance

Questions about a specific client? Contact Channel Partner Support with the product type and client age.

Article 13: Face amount limits, termination age, and rider costs

Labels: face-amount, riders, product-specs

Termination age: SI and GI policies terminate at age 121, provided premiums are paid.

Maximum face amounts — Standard Issue:

Maximum face amounts — Guaranteed Issue:

Rider specs:

• Terminal Illness Accelerated Death Benefit: maximum accelerated benefit $15,000
• Accidental Death Benefit: doubles face amount up to $30,000; $5/month flat cost; available ages 0–84; terminates at 85
• Accidental Dismemberment: benefit varies by dismemberment type

Full specifications: Appendix A – Product and Rider Specs in the Agent Guide.

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FROM: "Escalation & Support Paths" → 1 article (polished)

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Article 14: Who to contact: support departments and phone numbers

Labels: contact, escalation, support, phone-numbers

Channel Partner Support (CPS) — first contact for most agent issues: application status, appointment/licensing, portal access, payment or draft issues, application corrections.

Email: CPS@citizensinc.com · Phone: 737-289-4670 · Chat: ask to "speak to an agent" to transfer to a CPS specialist for policy details, payments, bank drafts, pending applications, or chargeback inquiries.

Policyholder Services (PHS) — post-issue servicing: address/name changes, beneficiary or owner changes, draft date or billing updates, reinstatements, coverage reductions.

Email: PHS.USA@citizensinc.com · Phone: (877) 282-7127

New Business — underwriting and issuance: missing underwriting requirements, application clarification, issuance delays.

Email: nb@citizensinc.com · Phone: 737-289-4670

Claims — death and benefit claims: filing, status, documentation.

Email: Claims@citizensinc.com · Phone (English): 737-530-0337 ext. 10151 · Phone (Spanish): 737-530-0339 ext. 10153

Marketing & Compliance Review — approval of all marketing before use: white-labeled pieces, social/email campaigns, advertising compliance.

Email: mediacompliancereview@citizensinc.com

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FROM: "Premiums, Payments & Hold Dates" → 5 articles

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Article 15: Accepted payment methods and premium frequency options

Labels: payment-methods, premium, billing

Premiums vary by face amount, issue age, sex, insurance class, and riders.

Payment frequencies: monthly, quarterly, semi-annually, annually.

Accepted payment methods:

• EFT / ACH
• Direct bill
• Credit or debit card
• Direct Express card
• Social Security Billing (SSB)

Third-party premium payors are allowed.

Still stuck? Contact Channel Partner Support with the policy or application number.

Article 16: How to delay the first premium (hold dates, 28-day rule)

Labels: hold-date, delay-premium, draft-date

Agents may delay the initial premium by selecting Delay Premium during application submission.

Rules:

1. Hold dates can be set up to 28 calendar days from the application submission date
2. Billing information must still be entered
3. Payment is attempted once on the hold date
4. Confirm the hold date on the second confirmation screen

Recurring drafts: draft dates may be any day between the 1st and 28th of the month. Drafting begins on the hold date, or on the submission date if no hold date is selected.

Birthday rule: if the insured's birthday falls between the application date and the hold date, the application cannot be submitted until after the birthday. If the birthday is within 10 days before a first-time state appointment (Just-in-Time), contact CPS to be manually appointed; otherwise wait until after the birthday.

(To change an existing hold date, see: "Changing a hold date (up to 28 days)".)

Article 17: Rejected or denied payment on a new application — what happens

Labels: rejected-payment, denied-payment, application-error

With a hold date: the system attempts payment once on the hold date. If unsuccessful, the status becomes Denied / Rejected Payment. The application cannot be updated — it must be rewritten.

Without a hold date: drafting begins immediately at submission. Agents have up to 2 days to update payment information; after 2 days the status becomes Denied / Rejected Payment.

New policies: premiums are not drafted during the holding period; funds must be available at issuance. If funds are not available on the hold date, the application must be rewritten.

Still stuck? Contact Channel Partner Support with the application number.

Article 18: Social Security Billing (SSB) — eligibility and draft schedule

Labels: social-security-billing, ssb, draft-schedule

Social Security Billing is available for monthly payment frequency only.

Draft schedule options:

• 1st or 3rd of the month
• 2nd, 3rd, or 4th Wednesday of the month

A Payment Authorization Form is required, completed via text or email e-signature only — voice authorization is not available for SSB. (For the client walkthrough, see: "How to help a client complete the SSB & ACH authorization e-signature".)

Article 19: Missed premiums and payment or coverage changes on active policies

Labels: missed-premium, payment-change, face-amount

Missed premiums (active policies): must be paid to keep coverage active. Payments can be made through the Customer Portal or Agent Portal; agents may assist, or contact Channel Partner Support.

Draft date, bank, or card changes: submit to Policyholder Services or Channel Partner Support.

Face amount changes:

• Reductions: allowed after 6 months in force, in $1,000 increments
• Increases: require a new application (check the maximum face amount for the client's age in the Agent Guide first)

Still stuck? Contact Policyholder Services at PHS.USA@citizensinc.com or (877) 282-7127.

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FROM: "Commissions & Chargebacks" → 7 articles

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Article 20: How commissions work (first-year, renewal, heaped structure)

Labels: commissions, fyc, renewal-commission

Licensed and appointed agents earn commissions per their individual contract and upline agreement.

Types: First-Year Commissions (FYC) and Renewal Commissions (RENC). Percentages and eligibility are defined in the agent's contract.

Heaped structure: most products pay higher commissions in the first policy year and lower renewals afterward.

Example: $100 monthly premium at 100% FYC / 1% renewal → agent earns $100/month in year one, $1/month afterward. Actual rates depend on the contract.

Questions about your rates? Contact your upline or Channel Partner Support.

Article 21: Advance commissions — qualification rules and pay schedule

Labels: advance-commission, ach, commission-payment

Advance commissions pay 50% (six months) of the first-year commission upfront, after receipt of the first premium, on qualifying products per the agent's contract.

To qualify:

1. Payment method must be ACH
2. Recurring payments must be selected

Credit card or one-time payments are paid as-earned instead.

Pay schedule: ACH advance commissions submitted between Wednesday and Tuesday 6:00 PM are paid the following Friday.

ACH reversal 7-day rule (effective 1/24/2025): if an initial successful ACH payment is reversed, the writing agent has 7 calendar days from the reversal date to submit another successful ACH payment. Within 7 days → advance is paid. After 7 days → paid as-earned.

Article 22: As-earned commissions — when they apply

Labels: as-earned, commission-payment

As-earned commissions are paid when:

• A policy is not eligible for advance commission from issuance, or
• A policy reaches month 7+ (advance covers the first six months)

As-earned commissions are paid monthly for premiums earned in the prior month.

Debit balance note: once a policy pays as-earned, those commissions are not applied to an agent's debit balance — unless the agent is terminated with an outstanding debit balance.

Article 23: Commission chargebacks — when and how much

Labels: chargeback, commissions, debit-balance

Advance-commission policies (months 1–6):

• Months 1–3: 100% chargeback of advance commission, deducted from the next advance payment
• Months 4–6: pro-rata chargeback based on months in force
• If no future advances are earned, the chargeback is added to the agent's debit balance

Death claim scenarios:

• Death within first 2 policy years with premium returned → full chargeback
• Death with policy in force less than 3 months → full chargeback
• Death in months 4–6 with no premium return → pro-rata chargeback

As-earned policies:

• Months 1–2: 100% chargeback of as-earned commissions, deducted from the next as-earned payment

Chargeback questions? Contact Channel Partner Support with the policy number.

Article 24: Where to view commissions in the Agent Portal

Labels: commission-report, agent-portal, reports

Account Balance (post 9/1/24): shows advance and as-earned commissions, running ledger, and debit balance.

Check Report (post 9/1/24): policy-level details for commission payments. Click a date or reference number for details.

Upcoming payments: preview under New Advances and New As-Earned.

Discrepancies? Contact Channel Partner Support with the reference number.

Article 25: Override commissions and state licensing requirements for uplines

Labels: override-commission, upline, licensing

Override commissions are paid to uplines, managers, or agency leaders for policies sold by agents they supervise. Rules vary by state.

Effective January 2026 — in these states, BOTH the writing agent and the upline must hold an active license in the state for the upline to receive overrides:

Florida, Georgia, Kentucky, Louisiana, Massachusetts, Missouri, Montana, New Mexico, New York, Pennsylvania, South Dakota, Utah, Virginia, West Virginia.

All other states: the upline does not need a license in that state to receive overrides.

Always required: every agent must be licensed and appointed in the state where the client is physically located at the time of application.

Article 26: How to transfer your agent contract to a different agency

Labels: contract-transfer, release-form, agency-change

To transfer your contract or change its level, hierarchy, or commission structure, contact your upline. The required transfer form must be submitted by the IMO to the contracting team.

Release guidelines:

• A Release Form with all required signatures must be submitted before transfer
• No Release Form needed if the agent has written no business with the current agency for 6 months
• With no production and under 6 months at the current agency, Senior Management may approve without a Release Form

Commissions accrued under the current agency transfer to the new agency or upline. CICA Life of America reserves the right to report to Vector One.

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FROM: "Policy Lifecycle" → 3 articles

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Article 27: What happens if a client stops paying premiums (non-forfeiture options)

Labels: non-forfeiture, lapse, grace-period

When premiums are missed, the policy enters a grace period; if unresolved, it may lapse. If cash value has accumulated, non-forfeiture options can continue coverage:

Reduced Paid-Up Insurance: net cash value buys a smaller, fully paid-up policy. No further premiums; coverage continues for life; reduced death benefit.

Extended Term Insurance: cash value buys term insurance equal to the original face amount (minus loans). Coverage lasts a limited period; full face amount paid if death occurs within the term.

Automatic option: when the grace period ends unpaid, Extended Term applies automatically if values allow; otherwise Reduced Paid-Up. Policyholders have 60 days from the missed due date to choose a different option.

Note: Guaranteed Issue policies do not include Extended Term or Reduced Paid-Up Insurance.

Client at risk of lapse? Contact Policyholder Services at (877) 282-7127.

Article 28: How to reinstate a lapsed policy

Labels: reinstatement, lapse, policy-lifecycle

Standard Issue: reinstatable within 3 years after lapse. Requirements:

1. Completed reinstatement application (see "Policy change and service request forms")
2. Evidence of insurability
3. Overdue premiums plus 6% interest (compounded annually)
4. Any outstanding policy debt plus interest

Guaranteed Issue: reinstatable within 5 years after lapse; similar requirements.

Reinstated policies are contestable for 2 years from reinstatement for misrepresentation.

Submit reinstatements through Policyholder Services: PHS.USA@citizensinc.com or (877) 282-7127.

Article 29: Policy loans and Automatic Premium Loan (APL)

Labels: policy-loan, apl, cash-value

Whole life policies may allow loans against available cash value — unless the policy is in Extended Term Insurance.

Loan rules:

• Amount is based on net cash loan value
• Interest is charged annually at the policy rate; unpaid interest is added to the balance
• Outstanding loans plus interest are deducted from the death benefit

Automatic Premium Loan (APL): if selected, the company loans funds to cover unpaid premiums at the end of the grace period. If cash value is insufficient, the policy terminates and remaining value goes to non-forfeiture options.

Termination: if total indebtedness equals or exceeds cash value, the policy terminates after required notice.

Loan requests and questions: Policyholder Services, (877) 282-7127.

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FROM: "Underwriting & Health Questions" → 2 articles

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Article 30: How underwriting decides Standard Issue vs Guaranteed Issue (the 8 health questions)

Labels: underwriting, health-questions, eligibility

No applicant is denied: all "No" answers to the health questions → Standard Issue; any "Yes" → Guaranteed Issue. Agents must read each question verbatim and record answers accurately. Questions may vary by state.

Underwriting does NOT consider: height/weight, tobacco use, or Medical Information Bureau (MIB).

The eight questions (summary):

• A: Currently hospitalized, bed/nursing-facility confined, in assisted living or hospice, unable to perform daily activities unassisted, or terminally ill
• B: Tested positive for HIV, or diagnosed with ARC or AIDS
• C: More than one cancer occurrence, recurrence, metastasis, or current cancer treatment (excluding basal/squamous cell skin cancer)
• D: Past 10 years: uncontrolled diabetes or high blood pressure, stroke/TIA, paralysis, CHF, heart disease, cardiomyopathy, lung disease (COPD/emphysema), liver cirrhosis/failure, kidney failure or ESRD. Standard approval applies if the client IS taking medication or being treated by a licensed medical professional.
• E: Ever diagnosed/treated/medicated for mental disorder, brain or nervous system disorder, lupus (SLE), Alzheimer's, dementia, ALS, Huntington's, muscular dystrophy, cystic fibrosis, pulmonary fibrosis, or multiple myeloma
• F: Past 2 years: hospitalized 2+ times, or advised to have tests/treatment/surgery/hospitalization not yet completed
• G: Past 2 years: treated or advised to seek treatment for alcohol/drug/opioid abuse, convicted of a felony or misdemeanor, or attempted suicide
• H: Past 5 years: advised to have an organ transplant

Underwriting reserves the right to determine eligibility from all risk factors. State rules may vary.

(For condition-by-condition guidance, see: "Common health conditions quick reference".)

Article 31: Mental health and conviction underwriting criteria

Labels: underwriting, mental-health, convictions, eligibility

Standard Issue requires ALL of:

• No antipsychotic medications
• Minimal medication use
• Stable condition, no functional limitations
• No hospitalizations, disability, or confinement
• No co-existing mental health or mood disorders
• No drug or substance abuse history
• No alcohol dependence
• No history of self-harm or suicide attempts

Any of these → Guaranteed Issue:

• Mental-health hospitalization
• Functional limitations or restrictions
• Disability due to mental health
• History of ECT
• Multiple mental-health medications
• Suicide attempt or self-harm
• Co-existing mental health or mood disorders

Convictions: a guilty plea or conviction (felony or misdemeanor, any reason) within the past 2 years → Guaranteed Issue only.

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FROM: "Agent Appointments & Licensing" → 3 articles

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Article 32: "Agent not appointed in this state" pop-up — what it means

Labels: appointment, jit, not-appointed, application-error

CICA Life of America uses a Just-in-Time (JIT) appointment model: agents are appointed in a state only after submitting their first application there. Appointment processing starts automatically at the time of sale — you never request appointments in advance.

Yellow acknowledgment pop-up ("The selling agent is not appointed to sell insurance for CICA Life in this state. Once an application is submitted…"): this is not an error. Click "Yes, I acknowledge the statement above" and continue. The acknowledgment appears after clicking Next in Step 1; a pre-authorization request (a precheck, not the actual state filing) is initiated at the end of Step 2.

Red error message ("not allowed to sell or submit business in that state"): confirm your license is active with the state. If your license was recently issued or renewed, allow 3–5 business days for the system to update, then try again.

Still stuck? Contact Channel Partner Support with your Agent ID and the state.

Article 33: Pending Appointment status and the 10-day appointment window

Labels: pending-appointment, appointment-status, 10-day-rule

State appointments must complete within 10 calendar days of application submission, or the application is marked failed and must be rewritten — even if appointment approval arrives later.

Statuses:

• Pending Appointment: state approval pending; no issue with your submission
• Appointment Request Pending: a reason is shown in the system; agent action is required
• Failed to Appoint: not completed within 10 days; application canceled — rewrite required

Second attempt: if an appointment attempt fails, you have 6 days to correct the issue; a second appointment request is made on day six.

The Department of Insurance regulates these timelines; missed windows can mean appointment denial, invalidation, or application cancellation.

Still stuck? Contact Channel Partner Support with the application number.

Article 34: Where you can sell and what happens when your license renews

Labels: licensing, license-renewal, sircon

Agents may sell CICA Life of America products only in states where they hold an active license, and must be licensed and appointed in the state where the client is physically located at the time of application.

New or renewed license: no need to notify CICA Life of America — Sircon updates licensing information automatically when a state license is added or renewed. Allow 3–5 business days for the system to reflect recent changes.

Still stuck? Contact Channel Partner Support with your Agent ID, NPN, and the state.

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FROM: the two bare form-link articles → 2 articles with context

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Article 35: Commission payment and contract change forms (ACH, advance to as-earned)

Labels: forms, commission-forms, ach-authorization

Agent Commission ACH / Direct Deposit Authorization — use to set up or change the bank account where commissions are deposited.

📎 Agents Commission ACH Authorization Form 1.26.2025.pdf

Agent Advance to As-Earned Change Request — use to switch your commission payment structure from advance to as-earned.

📎 Agent Advance to As-Earned Request Form.pdf

Submit completed forms to Channel Partner Support: CPS@citizensinc.com. (For contract transfers between agencies, see: "How to transfer your agent contract".)

Article 36: Policy change and service request forms (owner, beneficiary, reinstatement)

Labels: forms, policy-change, beneficiary-change, reinstatement

Submit completed forms to Policyholder Services: PHS.USA@citizensinc.com or (877) 282-7127. (Reinstatement rules: see "How to reinstate a lapsed policy".)

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FROM: "Client Experience: SSB & ACH Authorization" → 1 article (polished)

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Article 37: How to help a client complete the SSB & ACH authorization e-signature

Labels: ssb, ach-authorization, e-signature, client-experience

SSB requires the client to complete the payment authorization form via text or email only (voice authorization is available for standard recurring only, not SSB).

Before starting, the client needs: the email titled "CICA LIFE OF AMERICA Authorization", their ZIP code (used as the PIN), and a secure device/browser.

Steps for the client:

1. Open the authorization email and select Click Authorization
2. Enter ZIP code → Continue
3. After verification, Continue to open the document
4. Review banking and premium payment info (page 1) → Next
5. Read the authorization text; confirm name and date fields (page 2) → Next
6. Select Yes on the e-signature disclosure
7. Select the blue signature box → Save and Sign
8. A green Completed badge confirms; the client can download a copy

FAQs:

• Client can't find the email: check spam/junk; if still missing, escalate to CPS
• Is it secure? Yes — secure browser window with encrypted e-signature
• Access after signing? Yes — a download link is provided at completion

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FROM: "Eligibility Verification: HIPAA Authorization" → 3 articles

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Article 38: HIPAA authorization by text or email — step-by-step

Labels: hipaa, text-consent, email-consent, eligibility-verification

HIPAA Authorization is required before Standard Issue eligibility verification (Step 7 for phone applications; consent is confirmed in Step 1). Methods: text, email, or voice (for voice, see the dedicated article).

Agent steps (text or email):

1. Select Signed Consent via Text (or via Email)
2. The phone/email prepopulates from the application — you may change it for the invite only (this does NOT update the application)
3. Read the HIPAA disclaimer aloud before sending
4. Select Initiate Session to send the invite

Applicant steps:

1. Open the text/email and select the secure link
2. Verify identity: enter the last 4 digits of SSN (5 wrong attempts → 5-minute timeout)
3. Confirm name → Next
4. Review the HIPAA Privacy Authorization (zoom available) → Next
5. Sign: select signature box → Save and Sign
6. Optionally download the completed document

Agent tools during signing: Check Status (refresh), Resend Invitation, Enter the Signing Session (follow along).

Finish: once the portal shows the document complete, select Next Step(s) — this triggers eligibility verification. Steps 1, 2, 6, and 7 may not allow updates after HIPAA authorization and eligibility verification are completed.

Article 39: HIPAA authorization by voice (3-digit code) — step-by-step

Labels: hipaa, voice-consent, 3-digit-code, phone-application

Agent steps:

1. Select Signed Consent via Voice
2. Conference in the HIPAA recording number (English or Spanish)
3. Write down the 3-digit code given at the start of the recording
4. Let the full recording play (compliance requirement)
5. Obtain verbal authorization at the end
6. Disconnect the HIPAA conference call
7. Enter the 3-digit code in the application, then select Next Step(s)

⚠️ You must disconnect the conference call BEFORE selecting Next Step(s).

Suggested script:

• "To complete the application, verbal consent is needed to obtain medical information. A recorded HIPAA authorization will now play."
• After: "Do I have your verbal consent to obtain your medical information?"
• On agreement: "Please state your full name and full address."

Code validation errors occur when: the code is entered incorrectly, Next Step(s) is selected before disconnecting, or 5 attempts are exceeded. After 5 failed attempts the application reverts to the GI product.

Note: the pre-recorded HIPAA code does NOT replace the voice recording ID required for the applicant's signature at the end of the application.

Article 40: Eligibility verification after HIPAA — outcomes and troubleshooting

Labels: eligibility-verification, hipaa, troubleshooting, standard-issue

Eligibility verification runs after HIPAA Authorization completes and the agent selects Next Step(s). It assesses Standard Issue risk using prescription history alongside the health questions (which remain required).

Outcomes:

• Qualifies for SI → proceed as usual
• Does not qualify → system offers Guaranteed Issue; requote for GI and continue the application

Troubleshooting:

• Applicant not receiving the text/email invite: confirm the phone/email used; use Resend Invitation; or switch methods (text/email/voice)
• Stuck on identity verification: last 4 SSN digits required; 5 wrong attempts → 5-minute timeout; use Check Status to refresh
• Portal shows "in progress": use Check Status; enter the signing session to follow along; confirm completion before selecting Next Step(s)

Still stuck? Contact Channel Partner Support with the application number and HIPAA method used.

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FROM: "Common Health Conditions Quick Reference" → 1 article (deduped, proper table)

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Article 41: Common health conditions quick reference (SI day-one vs GI 2-year wait)

Labels: health-conditions, standard-issue, guaranteed-issue, quick-reference

Quick reference for setting expectations. Final eligibility is always determined by the application flow and eligibility verification (prescription history + health questions). Never guarantee approval.

What to say: "Standard Issue is subject to eligibility verification. Once we complete the authorization step, the system will confirm whether Standard Issue is available. If not, the system will offer Guaranteed Issue so we can continue."

Likely Standard Issue (Day One Coverage):

Likely Guaranteed Issue (2-Year Waiting Period):

AIDS/HIV · Aneurysm · Current cancer (excluding basal/squamous cell) · Cystic fibrosis · Dementia · Diabetic coma · Multiple sclerosis · Organ transplant under 5 years ago · Parkinson's · Wheelchair confinement

Multiple conditions across both lists? Proceed with the application and eligibility verification; set expectations early that GI may be required.

(Full question wording: see "How underwriting decides Standard Issue vs Guaranteed Issue".)