Health Deal Final Exam

What type of company is Health Deal?

A health fund
A not for profit comparison company
A health insurance comparator
A health insurance company

When was Health Deal established?

2016
2015
2021
2013

What is Health Deal’s Trust Pilot Score?

6/10 or higher
5/5
4.8/5 or higher
4.7/5 or lower

What are the 3 parts of Medicare? (Select all 3)

Ambulance
Pharmaceutical
GP Visits
Hospital
Dental
Medical

Fill in the blank

Medicare is funded partly by a % Medicare levy (with exceptions for low-income earners), with the balance being provided by government from general revenue.

Medicare does not cover: (Select the items which Medicare DOES NOT cover)

private patient hospital costs
Pubic hospital costs
Optometrist tests (Eye Tests)
Glasses
Ambulance
Physio

What are 3 benefits of private hospital cover?

Choose your own doctor
Always get 100% of the costs covered
Always get a private room
Choose your own hospital
Avoid public wait lists

What is the most common excess?

$0
$250
$750
$500

The standard hospital wait periods are: (fill in the blanks)

The standard hospital wait periods are: (fill in the blanks)

• Months for a Pre-Existing Conditions
• Months for Pregnancy/IVF/Weight Loss Surgery
• Months for Rehabilitation, In Hospital Psychiatry & Palliative Care.
• Months for a New Conditions

When will customers serve hospital wait periods? (Select the multiple answers if relevant)

Every time they switch health insurance
If someone downgrades their cover
If someone is new to health insurance
If someone upgrades their cover

John is on a $500 excess, you switch him to a $750 excess. John goes into hospital for a pre-existing procedure after 3 months of being on the new policy. What excess will John pay?

$500
$750
$0
$1000

Stacey is on a $750 excess, and you switch her to a $250 excess. Stacey goes into hospital for a pre-existing procedure after 6 months of being on the new policy. What excess will Stacey pay?

$0
$250
$500
$750

Mark is on a $500 excess and you switch to a $500 excess policy. Mark has already gone into hospital this year and paid his excess. Mark then goes into hospital again within the same year after switching. What excess will Mark pay?

$500
$0
$1000
$750

Fill in the blanks

A pre-existing condition is an ailment, illness or condition, the signs or symptoms of which, in the opinion of a medical practitioner appointed by the health insurer, existed at any time during the months prior to taking out hospital cover or upgrading to a higher level of cover.

Steve has just bought his first ever hospital policy, he has a pre-existing heart condition. How long will Steve have to wait before he can get heart surgery?

0 Months
2 Months
12 Months
6 Months

Put the procedure to the minimum level of hospital cover needed.

Sort elements

Pregnancy Cover
Knee Replacements & Cataract Surgery
Heart Surgery
Knee Reconstructions

Gold Level
Some Silver Plus Level
Silver Level
Bronze Level

What is the minimum level of hospital required?

Sort elements

Bronze Level
Gold Level
Silver Level

Chemotherapy
In Hospital Psych
Back, Neck, Spine

Select the 4 Standard Clinical Definitions that can only be found on Gold Levels of cover and not on Silver or Silver Plus.

Knee Replacements
Assisted Reproductive Services
Pregnancy & Birth
In Hospital Psychiatry
Insulin Pumps
Weight Loss Surgery
Heart & Vascular System
Cataracts

Select the 3 extras which are on pretty much all extras policies:

General Dental
Major Dental
Orthodontics
Physiotherapy
Optical
Natural Therapies
Chiropractors

What is a yearly limit on extras?

The amount someone can spend on their hospital cover in a year
The maximum amount someone can spend on their hospital cover in a year.
The total amount someone can pay in premiums in a year
The maximum amount someone can claim on a service over the year.

What is an “extras rebate”?

What you get back when you swipe your card
A discount from the government on extras
The maximum amount you can claim for the year on an extras service
The government rebate applied on the premiums

What are the standard wait periods for these extras?

Sort elements

Hearing Aids
General Dental
Major Dental

36 Months
2 Months
12 Months

Fill in the blanks to add the standard wait periods for the services

Months for General Dental (check ups, fillings)
Months for Major Dental (crowns, bridges)
Months for Orthodontics (braces)
Months for Physiotherapy (Phsyio)
Months for Chiropractors (Chiro)
Months for Remedial Massage
Months for Acupuncture
Months for Psychology Visits
Months for Podiatry (feet)
Months for Hearing Aids
Months for Medical Appliances
Months for Non PBS scripts

Align the extra with the average cost of the service

Sort elements

$190
$200+
$60-$90
$50-$80
$3,000+
$1,500+

Dental Check Up
New Glasses
Physio Visit
Chiro Visit
Braces
Dental Crown

Who are the two biggest health funds in Australia by membership size? (Select two)

HBF
Bupa
HCF
nib
Medibank

Re-Order these health funds so the largest membership size is at the top and the lowest at the bottom.

nib
HCF
HBF
Australian Unity

View Answers:

What health fund is described?

• 4th Largest Health Fund
• Excellent extras policies that offer % based rebates
• Established since 1952
• Big brand name
• Policies which suit all ages
• Stands for Newcastle Industrial Benefits Fund

HIF
nib
Australian Unity
Westfund

What health fund is described?

• Not for profit health fund
• Established 1954
• Excellent value for money
• Fantastic hospital & extras policies
• Stands for Health Insurance Fund of Australia

HIF
nib
Australian Unity
Westfund

What health fund is described?

• 6th Largest Health Fund
• Over 175 years old
• Mutual Health Fund
• Big brand name
• Fantastic policies to suit all
• Oldest health fund in Australia

HIF
nib
Australian Unity
Westfund

Fill in the blanks

The price of health insurance in Australia can be quite high. To combat this the Australian government offers a rebate off the cost of your health insurance to help pay towards a portion of the cost. The amount of rebate you get is dependent on two things:

1. Customers
2. Customers

To be eligible for the base tier of the government rebate (24.608%) for a single person, you must be below 65 and earn how much?

Below $90,000
$90,001 – $105,000
$105,001 – $140,000
$140,000+

John aged 62 (24.608%) & Maggie 67 (28.710%), both go onto a couples policy. What rebate would be applied to their policy?

24.608%
28.710%

Fill in the blank

If you do not have hospital cover with an Australian registered health fund on your Lifetime Health Cover base day and then decide to take out hospital cover later in life, you will pay a % loading on top of your premium for every year you are aged over 30.

In most cases, your Lifetime Health Cover base day is the 1st of following your birthday.

For example, if you take out hospital cover at age 40 you will pay % more than someone who first took out hospital cover at age 30. The maximum loading is %.

Fill in the blank

If you are on a couple or family policy, your loading is calculated as an average between the individual loadings of the two adults. For example, if one person has 20% loading and the other person has 0% loading, the loading applied to the couples’ policy is %.

Stacey has a 20% loading & Dave has a 10% loading, if Stacey & Dave join a policy together, what will be their loading?

20%
15%
10%

Fill in the blank

Gaps in cover – to cover small gaps, such as switching from one fund to another, you are able to be without hospital cover for periods totalling days (i.e. years less one day) during your lifetime, without affecting your loading. This is known as ‘Days of Absence’.
If you use up your Days of Absence, you will pay a 2% loading on re-joining private hospital cover. The loading will increase by 2% for every year after that without cover.

Fill in the blank

Your LHC loading % can be removed after you have completed years of continuous cover.

Fill in the blank

The Medicare (MLS) is levied on payers of Australian tax who do not have private hospital cover and who earn above a certain income. The surcharge aims to encourage individuals to take out private hospital cover, and where possible, to use the private system to reduce the demand on the public Medicare system.

John (Single Parent), earns $100,000 per year and DOES NOT have hospital cover. Does John pay the MLS?

YES
NO

Mark (Single) earns $95,000 a year, he has health insurance, but extras only. Does Mark pay the MLS?

YES
NO

Mavis (single) earns $80,000 a year and does NOT have health insurance. Does she pay the MLS?

YES
NO

When does a hospital gap occur?

Everytime you go to hospital
If your doctor charges above & beyond the schedule fee

When you go to the hospital for a procedure, how much does a customer’s health fund pay towards the medicare schedule fee?

100%
75%
50%
25%

What is the law that governs all of private health insurance?

ACCC 2007
The Private Health Insurance Act 2007
The Private Health Insurance Act 2005
ACCC05

Match the definition to the behaviour:

Sort elements

means to either intentionally or unintentionally mislead or deceive a customer into buying a product or service. It is also misleading conduct by you if something you say has the potential to mislead.
s is when you openly discuss a direct or indirect competitor with reference to ownership or physical location of customer service or sales team.
are false statements made about products or services. Making a false representation means that you may be liable for penalties. Furthermore, the customer may cancel any agreement and may possibly sue for damages.
will generally involve a situation where an unfair advantage has been obtained. This is a situation where a party takes advantage of its position to obtain benefit where the customer has a special disadvantage.
t is conduct that may cause the customer distress, anxiety or agitation. Coercion occurs when unacceptable pressure is put on a customer to purchase a product or service. It can be physical (including the threat of violence) or non-physical (e.g. emotional)

Misleading and Deceptive Conduct
Talking about Competitors
False Representations
Unconscionable Conduct
Harassment & Coercion

When are we legally allowed to call?

Health Deal is legally allowed to call customers during the following times only:

Monday – Friday: am – pm

Saturday: am – pm

Sunday & National Public Holidays: Not Allowed

Fill in the blanks

Privacy Information comes in 3 forms:
• Personal information
• information
• Credit information

Australia uses three main time zones:

Sort elements

Western Australia
South Australia, Northern Territory
VIC, NSW, QLD, TAS, ACT

Australian Western Standard Time (AWST; UTC+08:00),
Australian Central Standard Time (ACST; UTC+09:30)
Australian Eastern Standard Time (AEST; UTC+10:00)

Write 3 questions you would ask in your needs analysis for general dental

This response will be reviewed and graded after submission.

What is the difference between a motivator and broad open question?

This response will be reviewed and graded after submission.

The one extras plan Chris told me to memorize was XXX extras. The general dental limit is ${XXX }, the major dental limit is ${XXX }, the optical limit is ${XXX } and the physio limit is $350

The one extras plan I was told to memorize was extras. The general dental limit is $ , the major dental limit is $ , the optical limit is $ and the physio limit is $350

What part of the sales scripting do we collect our 3 “Yesses”?

This response will be reviewed and graded after submission.

You are selling nib, and the customer decides they want to pay by credit card, what do we need to tell them?

This response will be reviewed and graded after submission.

You are selling an Australian Unity policy, and the customer wants to pay by credit card. What must we tell them?

This response will be reviewed and graded after submission.

You are selling an Australian Unity policy, and the customer wants to pay by bsb & account. Customer wants his policy to start on 17th of Month. When must we put his first payment date?

Within 24-48 hours
17th of the following Month
On his cover start date
Whenever the customer wants

Name 3 places you can get “no-gap” check up and clean with nib

Some nib dental centres
Most nib dental centres
All nib dental centres
Some Pacific Smiles dental centres
Most Pacific Smiles dental centres
All Pacific Smiles dental centres
Some No-Gaps Dental Centres
Most No-Gaps Dental Centres
All No-Gaps Dental Centres

When selecting a policy, what 2 things should we always try to do?

This response will be reviewed and graded after submission.

The customer (John) goes to the physio 6X per year. The physio costs $100 per visit, and he currently gets $30 for his rebate and has a yearly limit of $700 with Bupa. You will sell John a plan with $350 yearly limit, and 60% rebate. What would you say to John to convince him, the plan you offer is better (using the comparison wheel technique)?

This response will be reviewed and graded after submission.

Write an example of a post hold statement.

This response will be reviewed and graded after submission.

What are the 3 parts of “The Comparison Wheel”?

This response will be reviewed and graded after submission.

Why is it important that we use lots of imagery & examples when selling to customers?

This response will be reviewed and graded after submission.

John & Stacey both 50 years old, live in Queensland, are with Health Partners on Silver Hospital Plus Lite $500 Excess & Top Extras, how much do they pay Health Partners a fortnight? (Combined income is $150,000)

$189.79
$193.27
$191.23
$202.84
$200.84

William (56, single) lives in Victoria, he earns $160k a year. He is with nib on Basic Essential Hospital Plus $250 Excess & Core and Wellbeing Extras – How much money comes out of his bank account each month?

$154.46
$205.44
$214.00
$148.28

When selling Westfund, if the customer wants to pay fortnightly, what day of the week MUST you put the payment day?

Monday
Tuesday
Wednesday
Thursday
Friday

Mike (60yrs) & Sophie (66yrs) are on a family policy with Bupa. They live in Victoria and have a shared income of $190,000 per year. They have a 15% loading on their plan. How much comes out of their bank account a month to pay for Gold Complete Hospital $500 Excess & Budget Extras 60?

$565.94
$580.58
$563.45
$617.79
$610.79

What type of lead is Goodle AdWords Mega Mix?

Single Opt In Lead
Double Opt In Lead
Premium Lead
Cold Call Lead

What type of lead is MustHaveIt-DOI?

Single Opt In Lead
Double Opt In Lead
Premium Lead

John & Stacey have two kids, George & William. The family live in Queensland, and are with Bupa on Starter Extras. All 4 people want to get glasses. How much can the family claim on optical if all 4 got new glasses?

150
200
450
600
350
300

John & Stacey have two kids, George & William. The family live in Queensland, and are with Bupa on Starter Extras. All 4 people go to the Chiropractor once a week. How much can the family claim as a whole on Chiro each year?

$500
$1,000
$2,000
$4,992
$4000

Marie (Single), has 2 kids, they are all with HCF on HCF MY FAMILY ADVANCED SILVER PLUS $500 EXCESS. Marie is 45, earns $150,000 a year and has held hospital cover since she turned 31. How much does she pay a month? (Lives in Victoria)

$416.94
$352.75
$464.75
$374.24
$474.24

Mark has 18% Loading, Sophie has 0% Loading, they both live in WA and have recently joined Medibank on Medibank Silver Plus Advanced $250 Xs AND My Choice Extras Core 60. How much do they pay a month? (Both earning below $180K)

$433.81
$392.01
$548.26
$486.24
$586.24
$436.24

Stephen, lives in WA and is with Medibank on My Choice Extras Core 60. His glasses cost $200, his rebate is 100% of the charge. How much will Stephen claim back on his $200 pair of glasses?

100%
$100
$150
$200
$300
$250

What two states over free emergency ambulance?

VIC
NSW
QLD
WA
SA
TAS
NT
ACT

Mark & Jess (QLD) are both with HCF on Top Extras. Mark has claimed $700 on General Dental, and Jess Has claimed $200 on General Dental. You switch them to nib core extras in July, when they transfer how much will they both have to spend on General Dental with Core Extras?

Mark & Jess will both have $600 to spend each on General Dental
Mark will have $600 to spend & Jess will have $400 to spend
Mark will have $0 to spend and Jess will have $400 to Spend
Mark & Jess will both have no annual limit on General Dental
Jess will have $0 to spend and Mark will have $400 to Spend

Stephen (VIC, 35 years old, earning $80,000) is with Bupa on Bronze Plus Young Singles Choice, he tells you he needs major dental work done soon. You find out he’s claimed $400 already on Major Dental this year. He Switches in June, and has work coming up in August. 1) How much is Stephen paying a FORTNIGHT and 2) How much can Stephen claim this year on Major Dental if you switch him to nib Core Extras Boost?

$158.58 per fortnight & $1000 on Major Dental
$73.19 per fortnight & $1000 on Major Dental
$73.19 per fortnight & $850 on Major Dental
$74.86 per fortnight & $600 on Major Dental
$74.86 per fortnight & $200 on Major Dental
$158.58 per fortnight & $600 on Major Dental
$158.58 per fortnight & $850 on Major Dental
$64.88 per fortnight & $200 on Major Dental
$64.88 per fortnight & $400 on Major Dental

Kyle is 24 years old, he buys Core Extras through you with no hospital. How much aged based discount is Kyle entitled to?

8%
10%
6%
0%

Scott is 24 he buys a nib hospital product through you. How much aged based discount is he entitled to?

0%
2%
8%
10%
6%

Can under 30s get aged based discount on all hospital policies trhough Health Deal?

YES
NO

Match the persons age with the % discount they can be eligible for:

Sort elements

2%
6%
10%
0%

29 years old
27 Years Old
18-25
30 Years Old

How much does extended family cover increase the cost of health insurance by?

0%
10%
20%
25%
75%
100%

Jack & Maggie, have 4 kids – Susan 23 (Not in Uni), Steve 25 (In Uni), Stacey 21 (Not in Uni) & John 24 (In Uni), which kids IF ANY, can go onto an Australian Unity policy?

No one
Everyone can
Susan, Stacey, John
Steve & John
Susan & Stacey
Stacey & John

Jack & Maggie, have 4 kids – Susan 23 (Not in Uni), Steve 25 (In Uni), Stacey 21 (Not in Uni) & John 24 (In Uni), which kids IF ANY, can go onto an nib policy?

Everyone except Susan
Everyone Except Steve
Stacey & John
Susan & Stacey
John only
Everyone can

Complete the extended family matrix

Sort elements

Kids can stay on until 31 on an extended family cover as long as they don't have a partner. Kids can be covered up to the age of 25 on their family cover with no additional cost.
Kids can stay on until they are 31 on an extended family cover. Full-time student dependants can be covered up to the age of 25.
Kids can stay on until 31 if they are in university, however they will be kicked off the plan if they are 21 and NOT in full time university
Kids can stay on until 30 years of age for full time student dependants. However for non-student dependents new scales of policies has been introduced by the fund.
For full-time students any child can remain on a parent's policy as a student dependant from the age of 21 up to their 32nd birthday, as long as they are not earning from the education provider and are not in a defacto relationship.
can cover till the age of 31 for full time dependants. Adult dependants and not full time students can stay on policy until 21 as extended dependants.

Westfund
nib
hif
Australian Unity
BUPA
AHM

What did you like most & dislike most about training?

This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.

What area of training do you feel least confident in?

This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.

How would you improve training?

This response will be reviewed and graded after submission.

On a scale of 1 – 10, how prepared do you feel for the role? (10 being extremely confident)

This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.

Average score
Your score

Health Deal Final Exam

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