Quality Assurance & Customer Service Test
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Question 1 of 15
1. Question
What is your name?
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Question 2 of 15
2. Question
On a scale to 1 – 10 how well would you rate your Private Health Insurance Industry knowledge within Australia?
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Question 3 of 15
3. Question
How long does a sales agent have to advise the call is recorded for quality and training purposes at the beginning of a call?
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Question 4 of 15
4. Question
What is the hospital wait period for a new condition?
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Question 5 of 15
5. Question
What is the grace period after a new migrant receives their Medicare entitlements letter before there is a LHC impact? (When do they need to take up health insurance by?)
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Question 6 of 15
6. Question
What does ‘portability of excess’ mean in the scenario where the customer is lowering their existing excess From $500 excess to $250 excess
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Question 7 of 15
7. Question
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? If so, why?
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Question 8 of 15
8. Question
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?
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Question 9 of 15
9. Question
What do you think the ramifications could be for the business if you fail to pick up an major selling mistake by a sales agent?
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Question 10 of 15
10. Question
Name 6 Australian Health funds?
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Question 11 of 15
11. Question
What does portability of extras claims mean?
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Question 12 of 15
12. Question
What does portability of hospital wait periods mean?
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Question 13 of 15
13. Question
If you were on a customer service call with an angry customer and they asked you a question that you did not know, how would you respond?
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Question 14 of 15
14. Question
Why is it important that the agent collects the correct date of birth when submitting a sale? What could change about the plan if this was wrong?
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Question 15 of 15
15. Question
What is the wait period for a pre-existing hospital condition for someone who is new to cover?
CorrectIncorrect