9-Attachment 12 - Technical Proposal Questionnaire.xlsx
XLSX spreadsheet 18 KB Posted
- Solicitation number
- RFP-2026-004
- Issued by
- Milwaukee County, Mattoon Village, Wisconsin
About this file
This is a Technical Proposal Questionnaire for Milwaukee County's Request for Proposal to provide Basic Life Insurance and Optional Life Insurance program coverage and full administrative services. The County seeks qualified firms to administer life insurance benefits, including claims processing, evidence of insurability evaluations, beneficiary management, and related administrative functions. The contract term is three years with renewal options. The questionnaire requires respondents to address experience, administrative capabilities, implementation plans, and plan design provisions across multiple categories to demonstrate their qualifications to serve as the County's life insurance carrier and administrator.
The questionnaire emphasizes performance guarantees aligned with Willis Towers Watson's standardized metrics for HR support responsiveness, customer service performance, claims processing accuracy and timeliness, and check issuance. Respondents must confirm compliance with specific operational requirements including nine-month advance renewal notices, experience reporting within ten business days, data security measures with SAS70/SSAE 16 certification, disaster recovery procedures, and online capabilities for evidence of insurability processing. The County requires guaranteed rates for three years with a +/-25% re-rate threshold, a 60-day grace period for premium payment, and a one-time open enrollment campaign with relaxed evidence of insurability rules. Additional requirements include short-form evidence of insurability processing, online claim filing and status access, retention of current beneficiary designations, acceptance of employees not actively at work, coverage of expatriates and inpatriates, and detailed annual reporting capabilities. Respondents must identify their proposed claims processing location, account manager details, implementation manager assignment, vendor credits for implementation support, and data destruction policies to demonstrate organizational readiness for contract performance.
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Technical Proposal
| Attachment 12 - Technical Proposal Questionnaire | |
| Experience | RESPONSE |
| Does your proposal include Performance Guarantees for Milwaukee County? Please confirm that your proposal assumes the nationally agreed upon or standardized performance guarantees, including, at a minimum, WTW’s performance guarantees such as the measurable standards for HR support responsiveness, customer service performance, claims processing accuracy and timeliness, and check issuance. If your company offers additional performance guarantees beyond these, please describe them | |
| What was your customer retention for the most recent completed calendar year? | |
| How many life insurance customers do you have within Milwaukee County's industry, broken down above/below 5,000 employees? | |
| Confirm the contract situs state. If Wisconsin is not listed in your standard contract, can it be changed? | |
| What was your turnover rate for life claims processors at the claims office that will administer Milwaukee County’s claims? | |
| What was your average claim turnaround time (from date of notice to date of payment) for death claims (in business days)? | |
| In 2025, what percentage of evidence of insurability submissions were made online? | |
| In 2025, what percentage of online EOI submissions received an immediate decision (i.e. - approval/denial, NOT pended)? | |
| In 2025, what percentage of EOI submissions required an in-person paramedical exam? | |
| Answering separately for paper versus online, in 2025, what percentage of evidence of insurability forms received initial processing in the following time periods (please note percentages should be inclusive of prior period/periods): instantly at the time of submission, within the first 5 business days and within the first 10 business days. | |
| Answering separately for paper versus online, in 2025, what percentage of evidence of insurability forms were processed to final status in the following time periods (please note percentages should be inclusive of prior period/periods): instantly at the time of submission, within the first 5 business days and within the first 10 business days. |
| Administrative Services and Capabilities | RESPONSE |
| Does your proposal include Performance Guarantees for Milwaukee County? Please confirm that your proposal assumes the nationally agreed upon or standardized performance guarantees, including, at a minimum, WTW’s performance guarantees such as the measurable standards for HR support responsiveness, customer service performance, claims processing accuracy and timeliness, and check issuance. If your company offers additional performance guarantees beyond these, please describe them in your response. | |
| Confirm all future renewals will be provided a minimum of nine (9) months in advance of the renewal effective date. (No later than 4/1 of the year prior assuming a 1/1 anniversary date). | |
| Please confirm (yes or no) that your organization will provide experience reporting for all lines of coverage. For any “No” or partial compliance, provide a brief explanation of the exception and any proposed alternative for the items below: |
1. Experience reporting will be provided on an ad hoc basis to authorized or specified representatives no later than ten (10) business days after receipt of the request, and such reporting will remain available for up to five (5) years after the account is no longer active with your organization.
2. All experience reports will include a detailed Microsoft Excel claim list containing, as applicable: date of birth; gender; salary, face value for life claims; total paid to date; and reserves for any open claim.
3. Premium, volume, and lives enrollment history by month will be provided in Microsoft Excel.
4. An exhibit will be provided detailing premium, constant premium, paid claims, reserves, time value/interest credits, lives/enrollment history, claim counts, and total incurred claims.
5. Rate and plan change history will be provided.
| Please identify any restrictions on the eligibility file format your organization can work with. |
| What type of security measures do you have in place to ensure the integrity of data within your system? |
| Describe your backup procedures and provide a copy of your disaster recovery plan. |
| When was the last time you tested your disaster recovery process? Provide us with a copy of the results of the test. |
| Describe what happens if your customer service facility loses power due to an outage or bad weather. Will calls be automatically routed to a backup facility? |
| Describe the controls that you have in place to ensure the security of participant demographic data, including PHI. |
| What are your protocols for a suspected breach of data? |
| Provide your standard “no loss/no gain” wording to address coverage for any employees not actively at work at the time of transition of coverage to you as the new life insurance carrier. |
| Confirm that you will duplicate all in-force life and AD&D insurance amounts without evidence of insurability for all current plan participants. |
| Confirm that you will be able to takeover all employees currently continuing coverage while not actively at work as long as a full list of these individuals and their coverage volumes is provided on or around the effective date of coverage. Please outline any administrative requirements for this takeover to occur. |
| Confirm that your company will accept all current beneficiary designations without re-enrollment. |
| Describe your standard Accelerated Benefits Option. |
| Provide your broadest filed language for the definition of Dependent Child and mention any limitations on its use (such as excluded states, etc.). |
| Confirm that you can administer Milwaukee County's definition of Dependent Child which is from live birth to 27 years. |
| List and briefly describe all of the “value-added” programs and services that are standardly included in the quoted premium rates (e.g. - Will Preparation, Survivor Assistance, etc.). |
| Confirm your willingness to cover both expatriates (non-U.S. assignments of 6+ months) and inpatriates to the U.S. on the same basis as U.S. employees. |
| Can you pay benefits directly to beneficiaries outside of the U.S.? |
| What are the available claims processing locations and how are they assigned to clients? |
| What is the location of the life claim processing site that would service Milwaukee County? (City/State) |
| Describe the role of any Third Party Administrator (TPA) or any outside vendor in your administrative processes. |
| Specify whether any administration is done outside the United States, whether that work can be “on-shored” to the United States, and whether there is any additional cost to do so. |
| Does your average claim turnaround time (from date of notice to date of payment) for death claims (in business days) differ depending upon whether the notice is received via your portal, phone, or email? |
| What was your average claim turnaround time (from date of complete claim information to date of payment) for death claims (in business days)? |
| In the event of a delay in payment of a claim, do you notify the beneficiary as to the reason for the delay? If yes, please explain your process to notify the beneficiary as to the reason for the delay. |
| Confirm that MIlwaukee County or its duly authorized agents have the right to conduct periodic audits and/or operational review on all claims without additional charges. |
| Do you offer a retained asset account with checkbook as a payment option to beneficiaries? |
| Is Electronic Fund Transfer (EFT) an available claim payment option? |
| Confirm which claim payment option is your default. |
| Are you able to provide on-line access to the HR staff, benefit administrator and beneficiaries to submit claims and/or claim documentation? |
| Can someone other than the employer file a death claim (i.e. next of kin)? |
| Do you require the receipt of an original death certificate in order to pay the claim? |
| What claim amount, if any, can be paid without requiring even a copy of a death certificate? |
| Confirm that detailed annual reports will be available and be provided to MIlwaukee County at the end of each period. |
| Are you able to provide on-line access to life insurance and AD&D claim status information to the employer and/or their administrator? |
| Do you offer online evidence of insurability capabilities? |
| If yes to the question above, does your online capability allow for instant evidence of insurability processing and confirmation? |
| If you offer online EOI, how soon from when a decision is made are you able to transmit the approval or denial back to the employer's record keeping system? |
| Are you able to transmit decisions in real-time? |
| Does decision transmission timeframe vary by record keeping systems or benefit admin TPA? If yes, please respond based on Milwaukee County's record keeping system/benefit admin TPA, DAYFORCE. |
| Confirm whether you have a process in place to periodically (i.e. - annually) confirm alignment of your EOI approvals with the coverage amounts shown in the employer's/administrator's benefit administration system. |
| Confirm that you will have responsibility for communication of conversion and portability rights to employees and subsequent processing. |
| Please respond to items (a) through (h) below regarding your current administrative service capabilities. |
| a. Evidence of insurability via online employee portal |
| b. Instant online evidence of insurability processing and confirmation |
| c. Maintenance of full eligibility and enrollment records for all life coverages and classes |
| d. Full electronic billing (including feed to MIlwaukee County with coverage amount approved and amount to be deducted from employee’s paycheck) |
| e. Targeted enrollment capabilities (separate communications provided to different segments of the client population) |
| f. Online beneficiary maintenance via employee portal |
| g. Beneficiary solicitation capabilities |
| h. Single sign-on capabilities |
| Describe your policies and procedures to ensure the security and confidentiality of information within your operating environment. |
| Does your company have dedicated security and/or privacy officers? |
| Who in your organization is responsible for maintaining and updating the security plan? |
| Do you have a SAS70 and/or SSAE 16 certification? Are you willing to provide a copy with a proposal and to MIlwaukee County annually upon request? |
| Describe your business continuity and disaster recovery plan. |
| Please respnd to items (a.) through (h.) below in relation to third party audits, security risk assessments and vulnerability tests. |
| a. Have third party audits, security risk assessments, or vulnerability tests ever been performed? |
| b. Describe the basis on which such activities are conducted. |
| c. When and are the results available for review on a non-disclosure basis? |
| d. If any deficiencies were identified, have those been corrected? |
| e. Is administrative and/or user access to the application logged via an audit trail? |
| f. Does the team performing the log reviews have access to the data? |
| g. Is the logged information secured to prevent tampering? |
| Provide information on your data destruction policy. Provide documented procedures for retention (both on-site and off-site), backup schedule, retention periods, authority to pull retained data, labeling processes; and inspections. |
| Implementation and Account Management | RESPONSE |
| Provide the following information about Milwaukee County's proposed Account Manager: name, office location, years of experience, number of clients managed. | |
| Confirm (yes/no) that your proposal includes the following vendor credits if awarded the business, to be used to offset any internal/external costs borne by Milwaukee County: e.g. vendor marketing, implementation support, programming, communications, etc.If yes, provide the Vendor credits and how they will be apportioned. | |
| Define the period of time your vendor credits can be utilized by the client: Use of Implementation Credit, pre-implementation audit performed by a third party, post-implementation audit performed by a third party, communication support related to the program performed by the client | |
| Confirm that you will assign an implementation manager to facilitate the implementation (vs. assigning day-to-day responsibility to the account manager). | |
| Provide the following information about Milwaukee County’s proposed Implementation Manager: Name, Location, Years of experience as an implementation manager within your organization and industry, number of clients supported and average client size | |
| What resources and/or training do you provide for HR and/or supervisory staff at no additional cost? |
| Plan Design and Coverage Provisions | RESPONSE |
| Confirm that your proposal assumes rates will be guaranteed for the following period of time - 3 years | |
| Confirm your proposal includes a +/-25% re-rate threshold for changes in lives, volume and expected claim counts/incidence so that only a change greater than +/- 25% would allow for a reevaluation of proposed rates within the rate guarantee period. | |
| Please confirm that you will offer a sixty day grace period for premium payment. | |
| Confirm you included a “one-time open enrollment” campaign with relaxed evidence of insurability rules applicable where employees can elect voluntary employee life coverages up to the guarantee issue limit without EOI (including late entrants who currently have $0 in coverage) if you are awarded (or retain) the life insurance coverages? | |
| Confirm if you can offer an annual enrollment option throughout the term of the policy where active employees can increase their voluntary employee life and AD&D insurance by one plan increment without EOI up to the guarantee issue limit (including late entrants going from $0 to one increment)? | |
| Do you utilize a “previously declined” provision within your EOI rules applicable to annual enrollment, QLE “one-ups” or special enrollments as requested above? | |
| Confirm you are providing short-form evidence of insurability (less than 10 initial questions) processing for Milwaukee County. Provide samples of your short and full forms as an attachment. | |
| How many questions are on your EOI short-form? | |
| Does your short-form evidence of insurability include questions related to height and weight? | |
| Do you agree to cover the cost of any required medical exam expenses? | |
| Confirm whether you have duplicated the current evidence of insurability rules and limits, including those applicable for Qualifying Life Events. | |
| Describe your methodology for determining the credibility factor for a group's experience. | |
| What is your lives/enrollment threshold for recalculation of rates? | |
| Outline any other requirements, if any, for recalculation of rates, reserves and retention. | |
| Are there minimum participation requirements for the Supplemental Life Insurance? If yes, what are they and do you have group-specific criteria that would waive participation requirements? | |
| Do any of the proposed Life plan designs require the use of Pooling in your subsequent renewal calculations? If so, is there any flexibility in the selection of the Pooling Point? How are Pooling Charges calculated? |
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