gpm delphi training course.md
This document is a comprehensive Delphi mini‑training manual created by Tanya Hughes for agents and case managers handling Government Personnel Mutual (GPM) business within the CGH agency. It is organized into ten modules that cover: (1) an overview of GPM’s two product lines—Equity Protector (Classic 1 & Classic 2) and Alliance Term—highlighting their unique underwriting processes, pricing considerations, and when each is appropriate; (2) Tanya’s step‑by‑step case‑management workflow for evaluating a GPM submission, including identifying the client’s need, confirming the product, checking hard stops (insulin, weight‑chart limits), and setting timeline expectations; (3) a realistic case study of a 49‑year‑old client on three blood‑pressure medications illustrating how to select Classic 2, run the height/weight chart, consider Alliance Term for budget, verify state appointment, and submit via the e‑app; (4) an extensive FAQ section answering 20+ common agent questions about product differences, underwriting flexibilities (3+ BP meds, bipolar‑medication cases, insulin decline), e‑app face‑amount blocks, financial‑dependents question, manual‑review vs instant decision, and pre‑appointment requirements; (5) a list of typical mistakes agents make (resubmitting without new info, assuming e‑app limits are hard rules, quoting shorter Alliance Term without coverage‑gap disclosure, guessing on dependents, treating bipolar acceptance as guaranteed) and how to avoid them; (6) the prescribed coaching style—direct, practical, never guessing, always escalating ambiguous items to Tanya; (7) decision‑training scenarios that model the correct Tanya‑style responses for various client profiles; (8) knowledge‑check multiple‑choice and true/false questions to reinforce key points; (9) escalation guidelines identifying when agents must defer to Tanya or contact GPM (bipolar cases, dependents question, e‑app blocks, OCR‑unreliable grid rows, complex health profiles, state‑specific compliance); and (10) final takeaways summarizing the five core principles agents must remember about GPM and the five common mistakes Delphi helps avoid. The manual repeatedly references the GPM new‑business phone (800‑938‑4765) and stresses that Alliance Term is not in CGH’s main quoting tools, requires dashboard access, and uses manual review underwriting. The document was last updated on 2026‑07‑02.
Topics
Carrier Overview: GPM Product Lines and Unique Positioning
Details the two GPM products—Equity Protector (Classic 1 & Classic 2) and Alliance Term—including pricing ranges, face‑amount limits, integration status, and underwriting style.
Placement Criteria: When GPM Is the Preferred Carrier
Outlines specific client scenarios that make GPM a good fit—3+ blood‑pressure meds (Classic 2), bipolar‑medication without hospitalization, budget‑driven cases where Alliance Term may be cheaper, and face‑amount range $50k‑$1M.
Hard Stops and Limitations: Conditions That Disqualify GPM
Lists non‑negotiable underwriting rejections such as insulin‑dependent diabetes, hard‑knockout conditions, and the impact of being above the height/weight chart combined with impairments.
Case‑Management Workflow: Tanya’s Step‑by‑Step Evaluation Process
A six‑step procedural guide for agents to identify the client’s need, confirm product, run weight chart, flag manual‑review processes, set appointment expectations, and submit the application.