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Operations and Service Dashboard

The information you need to manage your business effectively and optimize your workflows.

Performance Metrics as of 6/30/2026

40%

Instant Decision⁵

46%

Instant Decision (under age 50)⁶

85%

Exam-Free Decision⁷

47%

Quick Decision (3-day)¹⁰

65%

10 day Decisions⁸

90%

First Call Resolution⁹

*Note: Service Metrics are updated weekly on Tuesdays.
**Note: Performance Metrics are updated monthly on the 1st Tuesday of each month.

¹Metric reported for the prior 7 day period from date reported for inquiries sent to onlineapp@bannerlife.com. Experience may vary for inquiries sent to a different email address.

²Metric reported for the prior 7 day period from date reported for all applications submitted through Horizon and reviewed during that 7 day period.

³Metric reported for the 30 day rolling period ending on the "as of" date for all applications submitted through Horizon receiving a decision during that period. "Cycle time" is defined as the average number of calendar days required to make the first decision on an application. Metric is based on submit to decision calendar days which includes weekends and holidays.

⁴Metric reported for the previous 7 days.

⁵"Instant decision" is defined as the number of Horizon instant decisions and expressed as a percent of total decisions made. Reported for full month June 2026. Excludes reopen, incomplete and withdrawn applications.

⁶"Instant Decisions Rate (age <50)" is the number of Horizon instant decisions as a percent of total decisions made. Decision rate is calculated based on decision. Reported for full month June 2026, Horizon applications only.

⁷"Exam-free decisions" is defined as a percentage of total decisions from all business submitted through Horizon (term-only applications). Exam-free decision rate is calculated based on decisions in a 30-day period, if an exam was ordered and includes instant decisions. Reported for full month June 2026, Horizon applications only.

⁸"10-day decision rate” is defined as the percent of applications that reached any decision in 10 days or less upon submittal compared to the total number of decisions. 10-day decision rate is calculated based on decisions in a 30-day period.

⁹"First Call Resolution" is the percentage of phone inquiries that are fully resolved during the course of that phone call and require no further action or research. Metrics reported YTD through June 2026. Subject to change.

¹⁰"Quick Decision Rate" is the number of Horizon applications eligible for automated underwriting (non-NY, ages ≤ 60, face ≤ $4m) decisioned within 3 calendar days as a percent of total volume of eligible applications submitted during a rolling 90-day window.

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