QA Quiz Master

A person does not have to be a Member or the Premium payer on the Policy to make a Premium payment - they need only be able to provide the Policy details and payment amount.

True

False

Michael is authorized on his Mum's policy, but his wife handles all the family admin. Can Michael add his wife as an authorized person?

No, an authorized person can't add another authorized person

Yes of course he is an authorized person and can do everything

If his wife handles all the family admin I can't see why not

Margaret wants to change her payments to come from a new credit card. What do we need to check before adding?

That the credit card is not expired

That the card is in her name

Nothing as long as it is a credit card we can add it

What is the first thing we do when accessing a policy?

Greet, Introduce yourself, listen then tell the customer to wait while I get a coffee

Greet, Introduce yourself, listen then complete a full Sec check

Greet, Introduce yourself, listen then get right to business

Shayne is very upset and wants to know why her 16 year olds dental claim has rejected. What do we need to check first?

Nothing it's her son so we can provide any information requested

If the dentist was a Member's choice provider or not

That she has claims consent as her son is 16. No Claims consent means no access

A member comes through verified on IVR but does not have a mobile number. What next steps do we need to take?

None they have come through verified so it is all good

Not help them because they don't have a mobile

Complete a full 3 point sec check

Complete a full 3 point sec check and 1 additional question

WHAT TWO 'ADDITIONAL QUESTIONS' may be asked of an existing member as part of a RETAIL security check?

The letter at the end of their membership, A2. Can you give details of your most recent interaction with us that didnt generate you a written correspondence?

Address at the time you left us? Exception Why did you leave us? Note

Who was on the policy with you? Note What year did you leave us?

There are no additional questions

What is the Security check process for an unauthenticated message with correct mobile on file and sec pin or question?

Send MFA and that's the sec check done

Not proceed as they have come through not authenticated

Full 3 point Sec check

Full 3 point sec check with MFA

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