Accurate Information
Lead: What policy Options should we provide?
All available policy options
Which SOP is helpful when discussing WP/EE in California and other Model Law States
SOP: California Specific Processes or SOP:State Specific Exceptions, which will lead you to California Specific Processes.
What can we do to show Active Listening?
Use correct names for both pp and pet (For leads, we really want to be careful of this as these possible pet parent may be impacted by this)
What SOP demonstrates how to put a pp on hold?
SOP: Call Management Processes, section "Placing a pet parent on hold"
Summarize the call using the Paw Format. Don't make it too wordy.
Ex: Just to recap, you called in to go get a quote, which I was able to generate for you. We went over what we do cover, dental coverage, as well as some waiting period and enrollment exam information."
Leads: When reviewing the premium options on a quote, always let your Pet Parent know the following...
What SOP has the corresponding KM?
SOP: Enrollment Key Messaging
KM 6:“[PET]’s monthly premium is determined by the combination of reimbursement level and deductible you choose. We off [INSERT OPTIONS HERE] percent reimbursement levels along with a [INSERT OPTIONS HERE] deductible. [IF DISPLAYED...] Our most popular combination is the 80% reimbursement rate with a 500 dollar deductible. For [PET] this would be a monthly premium of [PREMIUM DISPLAYED]."
What if you don't know the state of the zip code your Pet Parent resides in?
That's ok! You can always ask your pp to clarify that information. EX: "In order to provide you with the most accurate information may I please get you to confirm which state you reside in."
Should we assume the pet type? (Dog/Cat)
No, we should as "What sort of pet do you have?" and then "What is their name?"
How should we put a pp on hold?
Ask if you may place them on hold while you further investigate their concern or inquiry. Then inform them of what you will be doing while they are on hold.
What if a pp asks what is covered and if vaccines are covered?
"Our policy does not cover vaccines, and other ineligible services"
and if the pp does want to hear more exclusions, then you can go down the list.What if pp asks about dental coverage?
Use SOP:Coverage Disclosure KM 6:Our policy does not cover [Dental Coverage], and other ineligible services."
(see note in KM 6)"The following list of common exclusions does not need to be provided to the Pet Parent unless specifically asked. The list is for your reference."
How should we sound when reading a script?
Conversational, not robotic.
Ex: I understand your concern. In order to best assist you..."
I understand your concern. I can definitely assist you with this...
I understand your concern. I can absolutely assis you with this....
How long should the hold time be?
No more than 2 mts. at a time
What is important information about reimbursement/deductible changes?
Let pp know that they can change their options and how.
Can I use the Add a Pet SOP for a lead?
No, for new enrollment (Leads who do not have a policy), we do not need to be utilizing that SOP as a tool.
Use Enrollment Key Messaging KM 6, Coverage Disclosure KM 6
For an enrolled pet parent, when discussing a waiting period, should we
A. Tell them they have a 15-day waiting period
B. Tell them the date on which their waiting period ends.
All of the above. Remember to consider appropriate information for Model Law States.
SOP: State Specific Exceptions
SOP: [State] Specific Processes
When we put a pp on hold, what should we say when we return to the call?
thank the pp for their patience and present your answer/resolution.
What information is included in the PAW format?
P: Provide Basic Information (Who and What)
A: Address the question (Answers, Action taken while on the phone)
W: What or when is the plan? (Action required after the call ends) If additional action is required to address the Pet Parent’s concerns, document this here and then set yourself a task within your Salesforce case to follow up as requested.
Important Tips about WP and EE for Model Law States
When going over Waiting Periods/ EE requirements, we do want to be careful regarding which state the PP is from. Look out for the Model Law States. The FAQs are a handy tool to utilize when providing your PP the information. The WP section of the FAQs has a dropdown where you can select the PPs state and that will provide you with the most accurate WP/EE info.
Quick tool for discussing EE and WP
What SOP?
FAQ: Does the plan have any waiting periods? and select the correct state.
State Specific Exceptions and SOP: [State] Specific Processes.
What if pp asks if they have coverage?
Let them know if they have coverage, date the coverage began, (specifically the date that the WP ended)