QA

1

100

when should you send documents to a customer?

 

after creating new business, changing a policy or as requested by customer 

200

When doing a new quote - When should we confirm policy holder/s?

prior to starting the quote

300

What is the QA regulatory Target 

97%

400

What 4 points need to be mentioned in the decline scripting 

1. reason for decline 

2. make a complaint

3. send in writing  

4 findaninsurer.com.au

500

What is call Avoidance?

• remaining on mute or otherwise failing to engage with the customer by not speaking with them, prompting the customer to terminate the call.

2

100

When do we lodge complaints?

ANY SIGN OF DISATTISFATION 

200

Whats the 5 letter word that relates to policy messaging?

CLEAR - CONCISE, LESS IS MORE, ESSENTIAL, ACCURATE, RELEVANT

300

Is a Category 3 customer eligible for Renewal Price match?

No - Cat 3 is not eligible for DT at all 

400

3 times we would need to log an INC-IQ?

Cancellations, Advice, Misleading and deceptive information, payments, hawking, privacy, discounts, policy documents, non binary

500

If a customer is late on an annual payment, how long do they have to make the payment before the policy is cancelled?

up to 14 days from renewal or between 15-35 days from renewal if not wanting to claim - KM1009625  

3

100

we must update all X and U fields when accessing a policy?

Yes - also confirming the Mortagee

200

How would you find out what extra questions may be required? 

Underwriting Guidelines KM's - depending on product 

300

Regulatory or Process?

Applying discounts correctly to a policy

 

Process  

400

TYPE OF ADVICE?

This product is amazing!

Personal Advice

500

What is the No Advice Definition?

No advice is only giving the customer the facts about general insurance products: such as any information found in the PDS

4

100

When do you play the Misrep Script?

New business – at conversion 

Existing policy – prior to asking questions relevant to: 

• adding insureds or drivers
• change of insured risk
• change of cover type for all products

200

After changing a Nominated driver, what scripts MUST we read?

• Outbound call recorded script (if outbound call)
• Roadside assistance (RSA) script (if adding RSA)
• Misrepresentation script
• Motor disclosure questions
• Motor underwriting risk questions (about the driver)
• END consent (if updating END status)

300

"Most people decide to go with a higher excess to reduce premiums"

General Advice 

400

Would telling someone about the MPD be considered Hawking?

No as the information is available on our website 

500

What scripting must we read after changing payment frequency or account details?

• Outbound call recorded script (if outbound call)
• PBTM confirmation (if applicable)
• END consent