Product Knowledge
What coverage is a 65-year-old approved for under special conditions
50k
What is the Objective for a needs anaylsis
To identify the customers' needs and that way we don't over or under insure the customer
You are reading a question, and the customer cuts you off mid question what do you do next?
Explain- we need to read the question in full
Reiterate DOD
Re-read the question
Capture response
Explain that in this case hemorrhoids can be ignored
DOD
Re-iterate the question
Capture their response
WHO, WHAT, WHY
What is the only exclusion for seniors choice with standard terms?
Suicide Exclusion
when should we specifically read DOD in a normal sales call
Before Smokers question
Customer answers " I'm a Canadian citizen" what are your next steps
Explain- That this is not what the question is asking, refer to CRA if neccasry
Reiterate DOD
Re-read the question
Capture response
Question is " In the last 5 years have you be prescribed oxygen at home or been hospitalized for any chronic lung condition" the client says they were hospitalized so yes how do you proceed?
Explain that this question is in regard to hospitalization for any chronic lunch condition
DOD
RE-read
Capture
If the first and recurring payment is PAD can we add alternative payment method?
NO
What 3 ways can seniors choice clients pay for their insurance
Credit, debit and PAD
What 2 pieces of information must be confirmed before collecting payment
Canadian bank account and under customers name
List all the times you remind the customer of DOD ( 5 times)
Actions call
Callbacks on unfinished medical underwriting
reminding the customer to be honest
Before smokers' question
if you need to re-read the question.
QUestion: "In the last 5 years, have you been prescribed oxygen at home or been hospitalized for any chronic lung condition? Agent help: Hospitalized means care in a hospital that requires an overnight stay." The client asks "I had covid is that a chronic lung condition?" What steps should you take to respond?
Acknowledge their answer
Explain you are not a medical professional
refer to doctor
if available provide A-Z definition
Offer to re-read the question
Capture response
What are the 2 special conditions
24 month waiting period, coverage amount
What are 4 reasons that a policy ends
2 consecutive missed payments
Customer cancels
Death/terminal illness
CPL cancels
How do we authenticate the customer
Full name and DOB
We ask in the last 5 year have you been diagnosed with or had any treatment for a heart condition, stroke, etc, and the customer answers No i was diagnosed more than 5 years ago what steps do you take.
Explain- The question is not asking just about diagnosis but also treatment.
Reiterate DOD
Re-read the question with emphasis on treatment
Capture response
question is "In the last 6 months have you experienced any of the following symptoms, blood in your urine" customer answer yes I had blood in my urine 1 year ago. how do you respond
Explain - this question is pertaining to the last 6 months however you mentioned this happend 1 year ago
DOD
Re-read
Capture
When conducting a needs analysis the customer states they have existing life insurance. What do we do?
What are the 5 rating factors that determines the policy premiums
Age
Gender
Smokers status
Health and lifestyle
benefit amount
What 4 points do we bring up in signposting?
CPL
Short medical questionnaire,
coverage eligibility and qualification,
over 2 million people insured
covered for life
Question is " in the last 6 months have you experienced chest pain, palpitations or irregular heartbeat" customer answers " I have A-Fib does that count" previously they answered no to the heart condition question. what are your next steps
Remind them you are not a medical professional
Remind them that they previosuly answered no to any diagnosis or treatment for a heart condition
DOD
go back to the heart condition question
Capture their answer
Customer answers the heart condition question with I have high blood pressure how should I answer? what you do next
Explain- you are not a medical professional; however this question is in regard to a heart condition, is your blood pressure due to a heart condition? do you have a heart condition?
DOD
Re-read
Capture
What are the three things we mention in introduction to build credibility ?
Your Name, Brand, Licensed life insurance advisor