Value Add Enquiries
Most common value add that can be mentioned when a member enquires about payments, product summaries, previous ATO statements, member ship cards, etc...
What is the App/OMS
The waiting period we advise to members when moving to a level of hospital cover that has services not previously covered.
What is 2-12 months, 2 months typically and 12 months for pre-existing conditions.
Levels of cover that can be suggested if a member advises they would like to be covered for pregnancy and birth.
My family silver plus/Advanced Silver Plus and HCF Optimal Gold.
Delegation to reinstate no gap
What is 4 months.
The areas of the system in which we can see authorized persons.
What is the alerts, customers list, and documents.
The value add for someone downgrading hospital cover being worried about not being covered for unpredictable accidents.
What is accident safeguard.
The length of time you need continuous health cover for LHC to be removed.
What is 10 years.
The 2 new levels of cover that were introduced effective 26/02/25
What is HCF Hospital Optimal Gold and HCF Choose My Extras
Backdating adding an adult dependent or rejoining a student dependent.
What is 2 months.
An area on ELMO that we can use to provide information on scale changes, rebate changes, state changes, and frequency changes etc... (not through QC)
What is ready reckoner.
The value add that can be mentioned when member who has been with us for 10+ years advises they are dissatisfied with call queue times.
What is the Diamond/Ruby line
The Australian States that do not offer unlimited emergency Ambulance on valid Hospital/Extras.
What is TAS/QLD
The levels of on-sale cover that are Hospital and Extras combined.
What is HCF My Family Silver/Advanced Silver Plus and HCF My Future Basic Plus.
Delegation to backdate a product change or date joined fund. (Excluding cooling off periods)
What is no delegation, must get TL approval.
Where information can be found on most recent product/policy updates and promotions.
What is the flashes
Member advises they struggle with phone calls either due being hard of hearing or just generally hate phone calls, the value add you would suggest.
What is our webchat platform.
Documents that can provide evidence/reason for us to remove LHC.
What is Clearance certificate, International movement record, and Medicare eligibility letter
The most recent level of cover to become off sale.
What is HCF Hospital premium gold
The situations in which we can get a senior or TL to terminate a policy without the member needing to speak with retention.
What is moving permanently overseas or ambulance only cover.
What is the member ship hub
Member advises they would like to add extras but are worried about potential out of pockets.
What is More for program
The ages in which the government rebate increases.
What is 65 and 70
The kinds of cover that don't exempt the members from MLS (Medicare Levy Surcharge)
What is Extras only and Ambulance only.
Member is dissatisfied and has reason to be dissatisfied and they have plenty of Thank you balance, the amount of free cover that can be offered in dollar value
What is max $100
The area of the system where we can see what changes were made and by who they were made if no wrap up notes were left.
What is the maintenance history.