Health Insurance QA Test 2023

How long does the agent have to advise the call is recorded for quality and training purposes?

How many absence days are allowed when lapsing private hospital cover before there are LHC implications?

What is the grace period after someone receives Medicare entitlements before there is a LHC impact?

What document is required for LHC purposes when someone has been overseas for a period of time and has recently settled back in Australia?

If LHC is applicable, is it a requirement to explain to the customer how this impacts their premium?

What date do you have to be born before to be exempt from LHC?

At what annual salary amount does a couple/family have a 0% AGR applied (Tier 3)?

What AGR rebate tier is a single parent policy entitled to if they are earning $120,000 per annum excluding superannuation?

Is it a requirement during the hospital presentation to advise of the relevant waiting periods on upgraded services?

What should the agent advise in regards to ambulance cover if the customer resides in either QLD or TAS?

What does ‘portability of excess’ mean in the scenario where the customer is lowering their existing excess?

How does HIF differ from NIB & AU in regards to how ambulance is covered on their product range?

What is the minimum period of time granted for overseas suspension?

What is the maximum period of time granted for overseas suspension?

How long must you be a member of NIB before being eligible to apply for overseas suspension?

Should an agent send a quote and schedule a solid call back or alternatively push hard by selling them on sending out the welcome pack with a 30 day cooling off period?

Why is it so important to understand what date a customer lapsed their previous policy when they have communicated their previous cover has recently lapsed?

List the grace period days allowed for portability of waiting periods to be honoured on all of NIB/AU/HIF/Westfund?

Bupa = XXXX Days

• Nib = XXXX Days
  AU = XXXX Days
  HIF = XXXX Days
  ahm = XXXX Days
  Westfund = XXXX Days

Is it a requirement of the agent to ask for the middle initial on the Medicare Card and capture this if confirmed by the customer?

What should you do if the banking details have been accidently captured on the call recording?

Where the customer is paying by Credit Card on a monthly frequency for an AU sale, what should the Ongoing Payment Date be if the sale was processed on 01/07/22?

Where the customer is paying by Credit Card, what must the agent state in regards to when the initial payment is triggered?

Does the agent needs to communicate that the premium on the NIB sale will be 4% more than what has already been quoted if they decided to pay via credit card?

Is it critical to have read the EIC verbatim to the customer and in a clear manner so that the customer understands what they are agreeing too?

What should you do if the verbal AGR hasn’t been read verbatim in full and/or has not been processed successfully in RAS upon join?

What sort of signs would you look out for that might indicate a vulnerable customer?

Is ‘Bad-Mouthing’ a health fund acceptable in trying to close a sale?

What are the 3 parts of Medicare?

The standard hospital waiting periods are:

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? 

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?

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:

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? 

Please state the PBS script for 2023 and how it works when customer has PHI

How does Gap cover work?