一、一张保单的一生1. The life of an application

PFA 的新单数据（截至 2025 年 12 月 31 日）：

PFA new-business figures (as of 12/31/2025):

Ascend：新单平台

Ascend: the new-business platform

Ascend 是国家人寿的新单系统（网页门户 + Agent Mobile App）：案件状态大约每两小时刷新；可以直接给案件经理和核保员留言、上传文件； 体检和化验由公司下单，APS 与体检进度都能看到；可设短信提醒。App 里还能看新单、佣金和激励进度。

Ascend is National Life's new-business system (web portal plus the Agent Mobile App): status refreshes about every two hours; you can message the case manager and underwriter and upload documents; the company orders exams and labs, and APS and exam status are visible; text alerts are available. The app also shows new business, commissions and incentive progress.

二、eApp 与签名2. eApp and signatures

过不了自动核保的五个常见原因

Top five reasons a case falls out of STP

eApp 现在会直接显示核定的费率等级。另外：没问的问题不要多答；保费资料也尽量不选「Other」。不要自己预约体检或 APS，除非核保员要求或年龄、保额本来就需要；需要的项目提交后会出现在 Instant Communication 里。

eApp now shows the approved rate class. Also: don't volunteer answers to questions that weren't asked, and avoid "Other" in the premium section too. Don't order labs or APS yourself unless the underwriter asks or age and amount require them. Anything required shows up in Instant Communication once you submit.

用自己的 DocuSign 签国家人寿表格

Using your own DocuSign for National Life forms

三、核保会看什么3. What underwriting looks at

核保员希望你做的

What underwriters ask of you

• 细节一次给够，比来回补件快：用药频率、剂量、近 5 年全部病史（慢性病不限年限）。
• Detail up front beats back-and-forth: medication frequency and dose, the full five-year medical history (chronic conditions regardless of date).
• 复杂病例先用 XRAE 询价；XRAE 给不出结果的，在里面点 Messaging 请核保员看，一个工作日内回。报价不要附在 eApp 上，除非核保员要求。
• Complex cases: quote them through XRAE first; if XRAE can't assess, use its Messaging link and an underwriter replies within a business day. Don't attach the quote to the eApp unless underwriting asks.
• 复议（reconsideration）必须有新证据：医生信头信、病历、最新化验。「客户不同意」不算。
• A reconsideration needs new evidence: a doctor's letter on letterhead, records, current labs. "The client disagrees" isn't evidence.
• 60 岁以上要有 24 个月内的体检。
• Applicants 60+ need a physical within 24 months.

财务额度：收入倍数

Financial limits: income multiples

国家人寿用收入倍数衡量总保额是否合理（所有公司在保 + 申请中的合计）。家庭总保费一般不超过收入的 10%，超过要补财务资料。

National Life tests total coverage (all carriers, in force plus applied for) against income multiples. Total family premium should generally stay within 10% of income; above that, expect financial documentation.

未成年人（0–17 岁）

Juveniles (ages 0–17)

外籍人士项目不承保未成年人。额度以 Agent Portal 当期未成年人指引为准。

The foreign-national programme doesn't cover juveniles. Check the current juvenile guideline on the Agent Portal.

四、首期保费与扣款日期4. Initial premium and draft dates

• 停扣：扣款当天美东中午 12 点前发邮件到 EFTTeam@NationalLife.com，标题写「STOP DRAFT」。
• Stop a draft: email EFTTeam@NationalLife.com by 12 noon ET on the draft day with a subject like "STOP DRAFT".
• 发单后改扣款：客户门户自己改，或 1707 交给 Payment Center。
• After issue: the client changes it on the customer portal, or send a 1707 to the Payment Center.
• 支票：抬头写 LSW 或 NLIC；来自美国银行的美元。不收现金、经纪人或代理公司的支票、信用卡、外币、旅行支票。
• Checks: payable to LSW or NLIC, in USD from a US bank. No cash, agent or agency checks, credit cards, foreign currency or traveller's checks.
• 现金等价物（本票、银行支票、汇票）：寿险每户每滚动 12 个月合计不超过 $10,000（单张超过 $10,000 的本票/银行支票除外），须由客户自己购买， 交给经纪人时填 Cash Equivalent Payment Receipt（Form 7953）。年金只收本票/银行支票，不收汇票。
• Cash equivalents (cashier's, treasurer's checks, money orders): for life, no more than $10,000 per household per rolling 12 months (a single cashier's or treasurer's check over $10,000 is excepted); the client must buy them, and hand-offs to the agent need the Cash Equivalent Payment Receipt (Form 7953). Annuities take only cashier's or treasurer's checks, not money orders.

五、替换信息与纽约州5. Replacement info and New York

国家人寿新单部门的定义：客户有现有保单，并且在新申请前后 6 个月内对它做了任何动作（断缴、退保、减额、到期、借款），就是替换。 合规手册对「融资购买」更严：用现有保单的借款、部分提取或退保来交新保费，同一持有人、同一公司，在新保单生效前 4 个月到生效后 13 个月内都算替换。 详细规则见《保单替换》。

New business's working definition: the client has existing coverage and takes any action on it (lapse, surrender, reduction, expiry, loan) within six months before or after the new application. The compliance manual is stricter on financed purchases: using a loan, withdrawal or surrender from an existing policy to pay the new premium, same owner and same company, from 4 months before to 13 months after the new effective date. Full rules in Policy Replacement.

现有保单要在申请 H 部分和 Agent Report 第 1 部分第 6、7 题如实披露，包括 6 个月内断缴、退保或没接受的保单。附上现有保单的最新对账单。

Disclose existing coverage in Section H of the app and Agent Report Part 1, Q6 and Q7, including policies lapsed, surrendered or not taken within six months. Attach a recent statement of the existing policy.

六、改单：修正、重写、复议6. Changes: amendments, rewrites, reconsiderations

七、送单7. Delivery

送单时可以附上国家人寿的 Policy Promise Certificate（有西班牙语和中文版）。eDelivery 仪表板和 Client Intelligence 仪表板在 Agent Portal 上。

National Life's Policy Promise Certificates (also in Spanish and Mandarin) can go with the delivery. The eDelivery and Client Intelligence dashboards are on the Agent Portal.

八、保全：年检与 in-force illustration8. Service: reviews and in-force illustrations

合规手册要求「卖什么就服务什么」，至少每年和客户见一次。年检最有用的工具是 in-force illustration：用保单今天的真实价值往后推。 做任何替换或改动之前，先免费索取 in-force illustration（800-732-8939）。

The compliance manual says to service what you sell and meet clients at least once a year. The key review tool is the in-force illustration, projecting from today's actual values. Request a free in-force illustration before any replacement or change (800-732-8939).

三种情况一定要跑：每年的年检、客户少交或停交之后（看断保风险）、任何替换或改动之前。怎么读对账单见《产品与附约速查》。

Always run one at the annual review, after the client under-pays or stops (lapse risk), and before any replacement or change. How to read the statement is in Products & Riders.

九、理赔：身故与生前福利9. Claims: death and living benefits

总给付超过 $100,000 或境外死亡，需要认证过的死亡证明正本；具体以理赔专员来信为准。

A certified death certificate is needed above $100,000 in total or for deaths abroad; the examiner's letter has the final word.

受益人常见问题

Beneficiary questions that come up

• 受益人随时可以改（不可撤销受益人除外），通过客户门户、保险公司或经纪人办理。
• Beneficiaries can be changed at any time (irrevocable ones excepted), via the customer portal, the carrier or the agent.
• 受益人可以是外国人，也不一定要有社安号，不过有的话填上，理赔更快。
• A beneficiary can be a foreign national and needn't have an SSN, but include one if available; it speeds the claim.
• 被保险人不能写自己；没有亲人的长者可以指定信托、慈善机构，或把一部分转让给殡仪馆。
• The insured can't name themselves; elders with no family can name a trust or charity, or assign part to a funeral home.
• 受益人是未成年人时，要写信托或 UGMA/UTMA 托管人，否则理赔时要法院指定监护人。
• For minors, name a trust or UGMA/UTMA custodian, or the claim will need a court-appointed guardian.

生前福利理赔的时间点

Living-benefit timing

生前福利的折扣算法、定义和税务见《生前福利》。

Discounting, definitions and tax for living benefits are in Living Benefits.

十、和公司沟通的规矩10. Working with the home office

• 优先用门户/Ascend 留言（会被优先处理），附件用 PDF，一件事一个线程。
• Use portal/Ascend messages first (they're prioritised), PDFs for attachments, one thread per issue.
• 发邮件前先在门户看补件、APS、体检状态，很多问题自己就能查到。
• Check requirements, APS and exam status on the portal before emailing; many answers are already there.
• 24 小时内回复；把对方问的每个问题都答完。
• Reply within 24 hours and answer every question asked.
• 不要回「谢谢」「好的」，在 Ascend 里这会让案件重新排队。
• Don't reply "thanks" or "ok". In Ascend it re-queues the case.
• 门户上找不到申请，先检查电子签名是不是被选成了「打印后手签」。
• If an app is missing on the portal, check that e-signature wasn't set to "print and wet sign".
• 多语种销售支持：Sales Desk 800-906-3310。PFA 录播课：Agent Portal → Training → Learning Library → PFA Content Library。
• Multilingual sales desk: 800-906-3310. PFA on-demand training: Agent Portal → Training → Learning Library → PFA Content Library.

部门邮箱速查

Department mailboxes

• 用支票影本交保费要事先申请，并在美东下午 3 点前送到才赶得上当天的佣金截止；邮件里写明不会再寄原件，两样都寄的话，客户可能被扣两次。支票影本收到后 48 小时内扣款，常常在出单甚至批准之前。
• Paying by check copy must be arranged in advance and arrive by 3 pm ET to make that day's commission cut-off; say in the email that the original won't be mailed; send both and the client can be drafted twice. The copy is debited within 48 hours, often before issue or even approval.
• Form 8125 一张保单一份。
• Form 8125: one per policy.
• 出单时想先压着：在 iPipeline 封面页注明 hold at issue。
• To hold a case at issue, request it on the iPipeline coversheet.
• 换 writing agent 要整份申请重新签，等于新申请，原件以不完整结案。Agent Report 上的每位经纪人都能在门户看到并回复案件留言。
• Changing the writing agent needs new signatures on the whole application. It counts as a new app, with the original closed incomplete. Every agent on the Agent Report can see and answer case messages in the portal.
• OnBase 只开放给代理机构层级：签约状态、寿险和年金申请与表格、保单包、年度/季度报表。
• OnBase is agency-level only: contracting status, life and annuity apps and forms, policy packages, annual/quarterly statements.

邮箱如有变动以 Agent Portal 为准。

The Agent Portal has the current list if anything changes.

十一、红线清单11. Red lines

• 不替客户签名、缩写或电子签。即使客户同意，也算伪造。
• Never sign, initial or e-sign for a client. Even with permission it's forgery.
• 不在申请上写自己的地址、电话、邮箱（除非你就是持有人）。
• Never put your own address, phone or email on an app (unless you're the owner).
• 不收现金，不替客户买汇票，不替非家人客户交保费或还贷款，不把保费存进自己的账户。
• No cash, no buying money orders for clients, no paying premiums or loans for non-family clients, no depositing premiums in your account.
• 不在美国境外招揽、签单或送单。
• No solicitation, signing or delivery outside the US.
• 不保留已签名的空白表格；签完后不改答案。
• Never keep signed blank forms, or alter answers after signing.
• 不留存体检报告、APS、化验等医疗资料。
• Don't keep exams, APS, labs or other medical documents.
• 隐瞒替换、用 POA 签申请、扣着保单不送，都是直接违规。
• Undisclosed replacements, POA-signed applications and holding policies are all straight violations.