FTJ Admin Solutions

As a nationally licensed third-party insurance administrator, FTJ lets insurance carriers and distributors focus on what they do best: building the bottom line through product development, marketing and sales.

We do the rest, bringing more than 70 years of experience and the latest technology to the full range of administrative functions for life, health, annuity and professional liability products:

• New business — Online individual applications and group enrollment, with straight-through processing to administration platforms, or traditional capture and entry of physical forms
• Underwriting — manual or automated
• Policy issue — manual or electronic delivery of policy or certificate
• Billing and collecting — real-time payment processing via debit and credit cards, bank draft (ACH), Venmo, and PayPal, or via customized paper bills with lcokbox processing 
• Customer service — via call center or online customer portal
• Claims — first notice of loss response, research and determination, explanation of benefits, and timely payment
• Commissions — online agent portal for account information and commission reports; support for online agent appointment, multi-level commission structures, and monthly or weekly payments
• Compliance — respond to compliance bulletins or statutory changes.

With more than 70 years of administration experience, we've handled just about every type of insurance product, including:

• Life Insurance — Term Life, Whole Life, Interest Sensitive Whole Life, Universal Life and Accidental Death & Dismemberment
• Supplemental Health — Gap Medical, Limited Medical, Critical Illness, Accident, Hospital Indemnity, Short-Term and Long-Term Disability, Dental, Vision, and Prescription Drug
• Annuities — Fixed Annuities, Multi-Year Guaranteed Annuities, Indexed Annuities, Variable Annuities.

Whether you've got an established program large or small, a closed block, or a start-up, FTJ is the smart choice for administration services.

The world of employee benefits is evolving at a rapid pace. The old ways to doing things have become a burden for employer and employees. FTJ has stepped into the future with the adoption of bswift, a highly secure, feature-rich benefits administration platform.

Bswift's online platform streamlines benefits administration and boosts operational effiency for employers, while providing an enhanced employee experience and easy-to-use internal communication tools.

Employees can navigate through their benefit options on their own, or engage Emma, bswift's AI wizard, to compare benefit options, answer questions, and guide them to the selections that match their stated needs and goals. Four out of five employees who used Emma found her recommendations helpful. And because Emma is virtual, she works around the clock: 77% of chats with Emma occur outside of regular hours.

Thousands of employers and more than 16 million employees currently use bshift for their benefit administration, and HR professional describe the platform in these words: flexible, customizable, user friendly. Bswift supports an unlimited number of products and providers.

Best of all, FTJ provides the set-up and service, assuring your implementation and ongoing use will be drama free.

FTJ features a 100% domestic, full-service call center located in Kansas City, Missouri, using client-specific teams and staffed according to daypart, seasonal, and individual account requirements. Hours of operation are weekdays, except holidays, 6:30 a.m. to 6:30 p.m. Central Time.

Our Customer Service Department and call center both have the capacity to scale, as needed, to serve new clients or respond to program growth. 

The call center runs on a cloud-based, Avaya phone system, and utilizes Microsoft Dynamics for customer relationship management. An automated attendant routes calls, but FTJ does not utilize interactive voice response (IVR) by design. All callers are routed to a live customer service representative, and any caller can access a live operator / receiptionist through the automated attendant's main menu.

FTJ maintains robust quality assurance standards. All calls are recorded, not only for training purposes but also to document all conversations between call center reps and customers. The center also measures — and meets or exceeds — industry standards or clients standards for response times on inbound calls, hold times, and call abandonment rates.

The company's Administration and Customer Service departments also measure service levels for actions such as response to written correspondence, response to voice messages and e-mails, response to policy owner change requests, service issue resolution, as well as application processing (pre-underwriting) and policy issue (post-underwriting).

We take our responsibility to protect your customer information very seriously. FTJ maintains a dedicated Information Security Department (InfoSec) that operates independent from both the Administration and Information Technologies department to avoid conflicts of interest.

FTJ's Chief Security Officer has more than 30 years of data security experience, including leadership positions with the U.S. Army, the Department of Defense, and multi-national engineering firm Black & Veatch.

In addition to providing 24/7/365 threat monitoring, detection, and mitigation of all critical systems and data repositories, InfoSec establishes security standards that are enforced companywide. The department has implemented a multi-layer data protection strategy that includes: 

• Encryption for data in storage and in transit via email or network connections;
• Review and preauthorization for all software applications and a change review process for all revisions to internally maintained code;
• Network, host server, and email server protection;
• Physical security within FTJ facilities via restricted access areas, and physical and electronic perimeter security
• Security policies, mandated annual training for all employees and contractors, and real-time communications about security threats.