We’re making a few important updates to help streamline transaction processing, reduce Not In Good Order (NIGO) submissions, and make better use of the tools available to you. These updates include a refreshed fee structure for NIGO items, as well as new fees when the home office steps in to assist with tasks that can be completed directly in Docupace or Wealthscape.
Why are we doing this?
We’ve seen an average NIGO rate of 35% across 2023, 2024, and year-to-date. These errors slow down processing, increase back-and-forth, and put added pressure on both our field teams and our back office—not to mention the impact on the client experience. By working together to reduce these occurrences, we can create a smoother, more efficient process for everyone involved.
What We’re Doing to Help
We’re rolling out several initiatives aimed at reducing NIGO rates and improving efficiency, including:
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More training and hands-on support
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A push to increase use of technology in the field
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An updated NIGO fee structure to reinforce best practices
Our goal is to make things easier, not harder. These changes are meant to support you, encourage clean submissions, and ensure faster turnaround times—all while improving the experience for your clients.
All of the details, including the revised NIGO fee structure and back-office assisted fees, can be found in the recent Field Notice 2025-16 on our agent portal.
- Log into the National Life agent portal.
- Hover over ESI and click on Compliance in the ESI drop down menu.
- Navigate to Field Notices and look for Field Notice 2025-16 Reducing NIGO Business
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