Civil Service Federal Employees Federal Employees Federal Employees

Retirement Group Life Health Benefits Retirement

System Insurance Program System

United States

Office of Personnel Management

Retirement and Insurance Service

Benefits Administration Letter

Number: 98-701 Date: January 26, 1998 

Subject: Federal Employees' Group Life Insurance: Customer Feedback Survey

General Information For the first time, the Office of Personnel Management is

sponsoring a survey of Federal employees concerning the

Federal Employees' Group Life Insurance (FEGLI)

Program. We have notified the national offices of the

major unions representing Federal employees about this

survey.

________________________________________________

What is the Survey's The objective of the survey is to obtain direct employee

Objective? feedback about the Program's benefits and customer

service. We will use the responses to help improve the

Program.

________________________________________________

How Were Employees We randomly selected non-Postal employees from

Chosen to Participate information in the Civilian Personnel Data File (CPDF)

in the Survey? as of June 1997. The United States Postal Service

(USPS) randomly selected the Postal employees.

________________________________________________

Who Is Conducting the The Office of Federal Employees' Group Life Insurance

Survey? (OFEGLI) subcontracted with DeBow Communications,

Ltd., to administer the survey.

________________________________________________

When Will the Survey Be In late January, the contractor will mail survey packets to

Conducted? agency Human Resources Officers for distribution to the

non-Postal employees selected to participate. At the same

time, the contractor will mail surveys directly to the

selected Postal employees. Employees should complete
BAL 98-701 January 26, 1998

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and return the survey questionnaire as soon as possible.

Along with the survey packets, the contractor will send a

batch of reminder letters for the Human Resources

Officers to send out about a week after initial distribution;

these letters remind employees to complete and return the

survey questionnaire, if they haven't already done so. 

The contractor will send reminder letters directly to the

Postal employees.

________________________________________________

Are Responses Confidential? Yes. Employees will complete and return the survey

questionnaires anonymously. The contractor will report

results only on an aggregate basis--individual responses

will not be reported.

________________________________________________

Where Should Completed Employees randomly chosen to participate in the survey

Survey Questionnaires should mail their responses directly to DeBow

Be Sent? Communications using the postage-paid, pre-addressed

envelopes included with the survey. Employees who

misplace the envelope should mail their responses to the

address listed on the last page of the survey: DeBow

Communications, Ltd., 350 West 31st Street, 3rd floor,

New York, NY 10001-2726.

________________________________________________

Are All Survey No. Randomly chosen employees who are currently

Questionnaires the Same? enrolled in the FEGLI Program will receive a longer

version of the survey. Randomly chosen employees who

have a current waiver of life insurance on file will receive

a separate, shorter version of the survey designed to find

out why they chose to waive coverage.

________________________________________________

What If an Employee Enrollment information is based on data in the CPDF or

Enrolled in the FEGLI USPS records for a given point in time. It is possible

Program Receives a Survey that enrolled employees may receive a copy of the survey

Meant for a Non-Enrollee? intended for non-enrollees and vice-versa. If that

happens, the employees should answer question #1 and

return the survey without completing the rest of the

questions. This is explained on the survey forms.
BAL 98-701 January 26, 1998

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________________________________________________

Can Anyone Else Submit a No. In order to protect the integrity of the survey

Survey Questionnaire? process, only those employees who are randomly chosen

to participate should complete and return the survey

questionnaire. The contractor will not use questionnaires

submitted by anyone else.

________________________________________________

What If I Need More If you have any questions about the survey itself or the

Information? contractor's role, please call Ms. Marie L'Etoile (202)

606-0745.

If you have questions regarding the survey distribution

process, please call Mr. Thomas DeBow at DeBow

Communications, Ltd., at (212) 239-3000.

________________________________________________

When Can We Expect to We will let you know the results of the survey after we

Learn the Results? accept the final report from the contractor, which we

expect in early spring.

________________________________________________

Samples Samples of the two survey questionnaires are attached to

this BAL.

______________________________________________________________________________

Abby L. Block, Chief

Insurance Policy 

 and Information Division

Attachments
BAL 98-701 January 26, 1998

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United States

Office of

Personnel Management Washington, D.C. 20415

In Reply Refer To: Your Reference:

1998 Customer Feedback Survey About the 

Federal Employees' Group Life Insurance Program

[FEGLI LOGO]

We need your help! Please take a few minutes to complete this questionnaire about 

your Federal life insurance program. Your answers and opinions are important to 

help us improve the Federal Employees' Group Life Insurance (FEGLI) Program for 

you and your family.

The usefulness of this survey depends on you. An independent research company 

will process completed questionnaires. They will compile the results for reporting

purposes. They won't report your individual responses, so your answers will be 

completely confidential.

To make this study truly accurate, we need you to complete and return your

questionnaire. All you have to do is place a "T" in the box next to the answer that 

best describes your circumstances. Then, return your completed questionnaire in 

the enclosed postage-paid envelope. It will take only a few minutes of your time.

Your opinions will help us improve the FEGLI Program for everyone. Thank you 

for your help with this important project.

Sincerely,

 (SIGNATURE)

Frank D. Titus

Assistant Director 

 for Insurance Programs
BAL 98-701 January 26, 1998

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1998 Customer Feedback Survey About the 

Federal Employees' Group Life Insurance Program

1. Are you currently enrolled in the Federal Employees' Group Life Insurance (FEGLI)

Program? 

GYes (please continue with Question 2)

GNo (Thank you for your time. You have now completed this questionnaire.)

2. When did you acquire Basic life insurance? (that's the minimum coverage you can get. 

It's based on your salary plus $2,000)

GAs a new employee GDuring an open season

GAfter submitting results of a physical GDon't know

GOther ________________________________ (please specify)

3. Do you currently have the extra $10,000 of coverage? (Option A - Standard)

GYes (please continue with Question 4) GNo (please skip to Question 5) 

GDon't know (please skip to Question 5)

4. When did you elect your Option A - Standard?

GAs a new employee GDuring an open season

GAfter submitting results of a physical GDon't know

GOther ________________________________ (please specify)

5. Do you currently have additional coverage based on multiples of your salary? 

(Option B - Additional)

GYes (please circle number of multiples) 1 2 3 4 5 Don't know 

GNo (please skip to Question 7) GDon't know (please skip to Question 7) 

6. When did you elect your Option B - Additional?

GAs a new employee GDuring an open season

GAfter submitting results of a physical GAfter a life event (marriage, divorce,

 children, death of spouse) 

GDon't know GOther ____________________ (please specify)

7. Do you currently have family coverage? (Option C - Family)

GYes (please continue with Question 8) 

GNo (please skip to Question 9) 

GDon't know (please skip to Question 9)

8. When did you elect your Option C - Family?

GAs a new employee GDuring an open season

GAfter a life event (marriage, divorce, children, death of spouse) 

GDon't know GOther _____________________ (please specify)
BAL 98-701 January 26, 1998

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 FEGLI Customer Service

9. Please rate the customer service related to the FEGLI Program provided by the 

Office of Personnel Management (OPM) in terms of 

9a. ACCURACY 9b. COURTEOUSNESS 9c. TIMELINESS

GPoor GPoor GPoor

GFair GFair GFair

GGood GGood GGood

GVery good GVery good GVery good

GExcellent GExcellent GExcellent

GNo opinion GNo opinion GNo opinion

9d. My opinion is based on

G My own experience G The experience of others G Marked "No opinion" above

10. Please rate the customer service related tothe FEGLI Program provided by your 

own agency's Human Resources/Personnel Office in terms of

10a. ACCURACY 10b. COURTEOUSNESS 10c. TIMELINESS

GPoor GPoor GPoor

GFair GFair GFair

GGood GGood GGood

GVery good GVery good GVery good

GExcellent GExcellent GExcellent

GNo opinion GNo opinion GNo opinion

10d. My opinion is based on

G My own experience G The experience of others G Marked "No opinion" above

11. Please rate the customer service related to the FEGLI Program provided by the

Office of Federal Employees' Group Life Insurance (OFEGLI) in terms of 

11a. ACCURACY 11b. COURTEOUSNESS 11c. TIMELINESS

GPoor GPoor GPoor

GFair GFair GFair

GGood GGood GGood

GVery good GVery good GVery good

GExcellent GExcellent GExcellent

GNo opinion GNo opinion GNo opinion
BAL 98-701 January 26, 1998

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11d. My opinion is based on

G My own experience G The experience of others G Marked "No opinion" above

The FEGLI Program and Benefits

12. How satisfied are you that the FEGLI Program provides good value for your money?

G Very dissatisfied

G Dissatisfied

G Neither satisfied nor dissatisfied

G Satisfied

G Very satisfied

G Do not know

13. How satisfied are you with the amount of coverage available under the Program?

G Very dissatisfied

G Dissatisfied

G Neither satisfied nor dissatisfied

G Satisfied

G Very satisfied

G Do not know

14. Are you aware of when/how you can change your current coverage in the FEGLI

Program?

G Yes G No

15. Before reading this question, were you aware that you may assign (give up ownership of)

your life insurance coverage to another person, firm or trust?

G Yes G No

16. Before reading this question, were you aware that if you are terminally ill, with a life

expectancy of nine months or less, you may request that all or part of your Basic 

insurance be paid to you directly (this is called a Living Benefit)?

G Yes G No
BAL 98-701 January 26, 1998

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17. Do you currently have a life insurance designation of beneficiary (SF 54 or SF 2823)

on file?

GYes (please continue with Question 18) 

GNo (please skip to Question 19) 

GDon't know (please skip to Question 19)

18. If Yes, when is the last time you reviewed it?

GReviewed it during the last year 

GReviewed it more than 1 year ago 

GHave not reviewed it since I filed it

GDon't know 

Access to FEGLI Information

19. Do you feel that you know what your benefits are under the FEGLI Program?

GYes GNo GBasically GDon't know

20. Do you feel you need additional information on the FEGLI Program in general?

GYes GNo GDon't know 

21. Do you feel you need additional information on your FEGLI enrollment in particular?

GYes GNo GDon't know 

22. Where do you usually go first to get an answer to a question you may have 

about the FEGLI Program in general?

GMy HR/Personnel Office GOPM GFEGLI Booklet

GOFEGLI in New York GFriend GDon't have questions

GOther 

23. Where do you usually go first to get an answer to a question you may have 

about your FEGLI enrollment in particular?

GMy HR/Personnel Office GOPM GFEGLI Booklet

GOFEGLI in New York GFriend GDon't have questions

GOther 

24. How would you like to receive future information about the FEGLI Program? 

GThrough the Internet GKiosk (like Employee Express) GTouch-tone phone

GMail at work GMail at home GOther ________ (please specify)
BAL 98-701 January 26, 1998

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25. Do you have access to the Internet at (check as many as apply)

GWork - at your desk GWork - away from your desk 

GHome GNo access

New Products

26. Do you feel that the current Family coverage ($5,000 for a spouse and $2,500 

for eligible children) is adequate?

GYes GNo GDon't know 

27. Would you be willing to pay more money for more Family coverage?

GYes GNo GDon't know 

28. Life insurance coverage provided under the FEGLI Program has no cash value other than

a death benefit, and has no investment value. By contrast, Group Universal Life (GUL)

provides life insurance benefits combined with a cash accumulation fund. Participants pay

premiums to the fund and are also able to contribute additional money to the fund. The

fund earns competitive interest rates. Participants are also able to make withdrawals or

borrow from the cash value in their accumulation funds. Participants are charged a record

keeping fee (about $1.50 per month). 

Do you think that you would participate in GUL if the FEGLI Program offered this

coverage? 

GYes GNo GDon't know 
BAL 98-701 January 26, 1998

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29. The cost of GUL varies by the age of the individual insured. The amount of cash value

varies depending on the earned rate of interest and the funds contributed. Sample rates for

$40,000 of GUL coverage are indicated below.

Biweekly Premiums for $40,000 Coverage

 Current New

 Optional * GUL**

Age (no cash value) (est $729.00 cash value)

 

 25 $ 1.60 $29.60 

 35 $ 2.00 $30.00

 45 $ 4.40 $32.40

 55 $12.00 $40.00

 65 $28.00 $56.00

 

* For comparison purposes, this is the biweekly cost of $40,000 worth of optional

coverage under the current FEGLI program (which never accumulates a cash

value).

** This is the estimated biweekly cost for $40,000 worth of GUL, resulting in an

estimated cash value after the first year of $729.00. This assumes no contributions

to the cash fund other than these premiums and an interest rate of 5 percent.

What would you prefer to pay?

GLower premiums for lower cash value 

GHigher premiums for higher cash value

GThe same premiums as the above example 

GNot interested in GUL

30. Are you currently participating in the Federal Thrift Savings Plan (TSP)?

GYes (please continue with Question 31) GNo (please skip to Question 32) 

GDon't know 

31. If yes, would you consider GUL as supplemental to the TSP or instead of the TSP? 

GSupplemental GInstead of GNot interested in GUL
BAL 98-701 January 26, 1998

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32. Group Variable Universal Life (GVUL) is similar to GUL, but allows participants to

invest money in either a fixed fund that guarantees the principal plus interest (similar to

GUL) or variable funds that do not guarantee the principal, such as domestic and

international stocks. The record keeping fee for GVUL would be about $3.00 per month.

Do you think that you would participate in GVUL if the FEGLI Program offered this

coverage?

GYes GNo GDon't know 

33. The FEGLI Program currently provides Accidental Death and Dismemberment (AD&D)

coverage as part of both Basic and Option A - Standard. AD&D provides benefits in the

event of a fatal accident or accident resulting in loss of limb or sight, at no extra cost.

Another type of coverage -- Voluntary Accidental Death and Dismemberment (VADD)

coverage -- provides more benefits at an extra cost. Participants choose how much

coverage to buy.

If the cost were $.0102 biweekly per $1,000 of VADD coverage (for example, $50,000

worth of coverage would cost $.51 biweekly), do you think that you would participate in

VADD if the FEGLI Program offered this coverage?

GYes GNo GDon't know

 

Other Coverage

34. Do you have any life insurance coverage other than Federal Employees' Group Life

Insurance?

GYes (please continue with Question 35) GNo (please skip to Question 37)

35. If yes, why did you purchase this additional coverage? (check as many as apply)

GIt is cheaper than FEGLI coverage

GIt is not term insurance--it builds a cash value, and FEGLI does not

GI wanted more coverage than I can get under the FEGLI Program

GI wanted more coverage for my spouse and/or dependents

GOther ________________________________ (please specify)
BAL 98-701 January 26, 1998

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36. What is the dollar amount of your other life insurance coverage?

G$10,000 or under G$10,001 - $49,000

G$49,001 - $99,000 Gover $99,000

Demographic Information

(Please note that your answers will be kept confidential. This information will only be

reported in the aggregate.)

37. Are you currently employed

GFull-time GPart-time

38. Is your current position

GPermanent GTerm GTemporary GIntermittent GOther

39. Are you currently employed with the United States Postal Service?

GYes GNo 

40. How long have you worked for the Federal Government and/or U.S. Postal Service?

GLess than 2 years G2 to 5 Years G5+ to 10 Years GMore than 10 Years

41. What is your current retirement system?

GCivil Service Retirement System (CSRS)

GFederal Employees Retirement System (FERS)

GOther 

GDon't know

42. How old are you?

GUnder age 35 G35 through 39 G40 through 44 G45 through 49

G50 through 54 G55 through 59 G60 or over
BAL 98-701 January 26, 1998

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43. What is your current annual salary?

G$18,000 or under G$18,001-$25,000 G$25,001-$35,000 G$35,001-$45,000

G$45,001-$55,000 G$55,001-$65,000 G$65,001-$75,000 GOver $75,000

44. What is your gender?

GMale GFemale

45. Are you married?

GYes GNo 

46. Do you have any unmarried dependent children under age 22?

GYes GNo

47. What is your highest level of education?

GSome high school - did not complete

GHigh school graduate or certificate of equivalency

GSome college - did not complete 

GCollege degree

GGraduate work and/or graduate degree

This concludes the questionnaire. Kindly return your completed questionnaire in 

the postage-paid, pre-addressed envelope provided for your convenience. If the 

return envelope is missing, please mail your completed questionnaire to our 

independent research company at the address listed below:

DeBow Communications, Ltd.

Attn: Ms. Angela Cheung

350 West 31st Street

3rd Floor

New York, NY 10001-2726

Thank you for your assistance.
BAL 98-701 January 26, 1998

-14-

United States

Office of

Personnel Management Washington, D.C. 20415

In Reply Refer To: Your Reference:

1998 Customer Feedback Survey About the 

Federal Employees' Group Life Insurance Program

[FEGLI LOGO]

We need your help! Please take a few minutes to complete this questionnaire about 

your Federal life insurance program. Your answers and opinions are important to 

help us improve the Federal Employees' Group Life Insurance (FEGLI) Program for 

you and your family.

The usefulness of this survey depends on you. An independent research company 

will process completed questionnaires. They will compile the results for reporting

purposes. They won't report your individual responses, so your answers will be 

completely confidential.

To make this study truly accurate, we need you to complete and return your

questionnaire. All you have to do is place a "T" in the box next to the answer that 

best describes your circumstances. Then, return your completed questionnaire in 

the enclosed postage-paid envelope. It will take only a few minutes of your time.

Your opinions will help us improve the FEGLI Program for everyone. Thank you 

for your help with this important project.

Sincerely,

 (SIGNATURE)

Frank D. Titus

Assistant Director 

 for Insurance Programs
BAL 98-701 January 26, 1998

-15-

1998 Customer Feedback Survey About the 

Federal Employees' Group Life Insurance Program

1. Are you currently enrolled in the Federal Employees' Group Life Insurance (FEGLI) 

Program? 

G Yes (Thank you for your time. You have now completed this questionnaire.)

G No (please continue with Question 2)

2. What is the main reason you are not enrolled in the FEGLI Program?

G Not eligible to enroll G Too expensive

G Have life insurance elsewhere G Do not need life insurance 

G FEGLI doesn't offer features I need G Other

__________________________________ ________________________________ 

 (please specify) (please list)

3. Do you have any life insurance coverage other than Federal Employees' Group Life

Insurance?

GYes (please continue with Question 4) GNo (please skip to Question 6)

4. If yes, why did you purchase this additional coverage? (check as many as apply)

GIt is cheaper than FEGLI coverage

GIt is not term insurance--it builds a cash value, and FEGLI does not

GI wanted more coverage than I can get under the FEGLI Program

GI wanted more coverage for my spouse and/or dependents

GOther ________________________________ (please specify)

5. What is the dollar amount of your other life insurance coverage?

G$10,000 or under G$10,001 - $49,000

G$49,001 - $99,000 Gover $99,000

New Products

6. Do you feel that the current Family coverage ($5,000 for a spouse and $2,500 

for eligible children) is adequate?

GYes GNo GDon't know 

7. Would you be willing to pay more money for more Family coverage?

GYes GNo GDon't know 
BAL 98-701 January 26, 1998

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8. Life insurance coverage provided under the FEGLI Program has no cash value other than

a death benefit, and has no investment value. By contrast, Group Universal Life (GUL)

provides life insurance benefits combined with a cash accumulation fund. Participants pay

premiums to the fund and are also able to contribute additional money to the fund. The

fund earns competitive interest rates. Participants are also able to make withdrawals or

borrow from the cash value in their accumulation funds. Participants are charged a record

keeping fee (about $1.50 per month). 

Do you think that you would participate in GUL if the FEGLI Program offered this

coverage? 

GYes GNo GDon't know 

9. The cost of GUL varies by the age of the individual insured. The amount of cash value

varies depending on the earned rate of interest and the funds contributed. Sample rates for

$40,000 of GUL coverage are indicated below.

Biweekly Premiums for $40,000 Coverage

 Current New

 Optional * GUL**

Age (no cash value) (est $729.00 cash value)

 

 25 $ 1.60 $29.60 

 35 $ 2.00 $30.00

 45 $ 4.40 $32.40

 55 $12.00 $40.00

 65 $28.00 $56.00

 

* For comparison purposes, this is the biweekly cost of $40,000 worth of optional

coverage under the current FEGLI program (which never accumulates a cash

value).

** This is the estimated biweekly cost for $40,000 worth of GUL, resulting in an

estimated cash value after the first year of $729.00. This assumes no contributions

to the cash fund other than these premiums and an interest rate of 5 percent.

What would you prefer to pay?

GLower premiums for lower cash value 

GHigher premiums for higher cash value

GThe same premiums as the above example 

GNot interested in GUL
BAL 98-701 January 26, 1998

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10. Are you currently participating in the Federal Thrift Savings Plan (TSP)?

GYes (please continue with Question 11) GNo (please skip to Question 12) 

GDon't know 

11. If yes, would you consider GUL as supplemental to the TSP or instead of the TSP?

GSupplemental GInstead of GNot interested in GUL

12. Group Variable Universal Life (GVUL) is similar to GUL, but allows participants to

invest money in either a fixed fund that guarantees the principal plus interest (similar to

GUL) or variable funds that do not guarantee the principal, such as domestic and

international stocks. The record keeping fee for GVUL would be about $3.00 per month.

Do you think that you would participate in GVUL if the FEGLI Program offered this

coverage?

GYes GNo GDon't know 

13. The FEGLI Program currently provides Accidental Death and Dismemberment (AD&D)

coverage as part of both Basic and Option A - Standard. AD&D provides benefits in the

event of a fatal accident or accident resulting in loss of limb or sight, at no extra cost.

Another type of coverage -- Voluntary Accidental Death and Dismemberment (VADD)

coverage -- provides more benefits at an extra cost. Participants choose how much

coverage to buy.

If the cost were $.0102 biweekly per $1,000 of VADD coverage (for example, $50,000

worth of coverage would cost $.51 biweekly), do you think that you would participate in

VADD if the FEGLI Program offered this coverage?

GYes GNo GDon't know

Demographic Information

(Please note that your answers will be kept confidential. This information will only be

reported in the aggregate.)

14. Are you currently employed

GFull-time GPart-time
BAL 98-701 January 26, 1998

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15. Is your current position

GPermanent GTerm GTemporary GIntermittent GOther

16. Are you currently employed with the United States Postal Service?

GYes GNo 

17. How long have you worked for the Federal Government and/or U.S. Postal Service?

GLess than 2 years G2 to 5 Years G5+ to 10 Years GMore than 10 Years

18. What is your current retirement system?

GCivil Service Retirement System (CSRS)

GFederal Employees Retirement System (FERS)

GOther 

GDon't know

19. How old are you?

GUnder age 35 G35 through 39 G40 through 44 G45 through 49

G50 through 54 G55 through 59 G60 or over

20. What is your current annual salary?

G$18,000 or under G$18,001 - $25,000 G$25,001 - $35,000 G$35,001 - $45,000

G$45,001 - $55,000 G$55,001 - $65,000 G$65,001 - $75,000 GOver $75,000

21. What is your gender?

GMale GFemale

22. Are you married?

GYes GNo 

23. Do you have any unmarried dependent children under age 22?

GYes GNo

24. What is your highest level of education?

GSome high school - did not complete

GHigh school graduate or certificate of equivalency

GSome college - did not complete 

GCollege degree

GGraduate work and/or graduate degree
BAL 98-701 January 26, 1998

-19-

This concludes the questionnaire. Kindly return your completed questionnaire in 

the postage-paid, pre-addressed envelope provided for your convenience. If the 

return envelope is missing, please mail your completed questionnaire to our 

independent research company at the address listed below:

DeBow Communications, Ltd.

Attn: Ms. Angela Cheung

350 West 31st Street

3rd Floor

New York, NY 10001-2726

Thank you for your assistance.