CANCELLATION CALL QUIZ- AFFINITY

Generate an image of a professional call center environment, with agents on the phone, discussing cancellation policies with clients, and displaying paperwork with insurance logos.

Cancellation Call Mastery Quiz

Test your knowledge on cancellation calls and policies with our engaging quiz! This quiz covers various scenarios and policies, allowing you to assess your understanding of the processes involved.

Whether you're a seasoned agent or new to the field, this quiz will help you:

Understand policy cancellation procedures
Recognize different types of cancellation calls
Make informed decisions

10 Questions2 MinutesCreated by NavigatingPolicies543

Penelope called in asking to reduce the coverage of her MLC from $1M to $500k. You advised him that the plan will reduce further to 50% at the age of 70 but the client still wishes to reduce her coverage. This is a CLOSED WON call.

True

False

Sarah would like to cancel her SLG plan because she will be moving to Switzerland next month. The agent advised that SLG plans are NOT portable so the client needs to cancel her plan.

True

False

Marcus is now covered under Sunlife group benefits. He has HCC, SLG and CI plan. He called in to cancel the HCC plan only. The only created 1 OPP ID for the HCC policy.

True

False

The caller wishes to remove one of the dependents on his plan as the policy is quite expensive with 2 dependents. This is a cancellation call.

True

False

Dr Singh wishes to discontinue his OMA plan. He would like to have it cancelled June 1st, 2022; today’s date is June 10th. Will you send a handoff and seek approval for his request? If not, what will you do/advise Dr Singh?

SEND A HANDOFF TO THE ADMIN TEAM AND ADVISE THE CLIENT THAT APPROVAL IS NOT GUARANTEED.

ADVISE THAT WE NEED HIM TO SIGN THE E-118 FORM TO CANCEL HIS PLAN

ADVISE TO CONTACT ADVISOR

ADVISE WE CAN SEND HI THE CANCELLATION FORM AS WE DO NOT ACCEPT VERBAL CANCELLATION

Babyghorl is now covered under her spouse's benefit that's why she would like to cancel her MHC policy. Select the correct cancellation call type.

BENEFITS WITH NEW ER

NOT INTERESTED

INSURED WITH SPOUSE

TRANSFER TO NEW PLAN WITH SLF

Nadine would like to add her 2 months old baby in her PHI plan. Select the correct cancellation call type.

TRANSFER TO NEW PLAN WITH SLF

BENEFITS WITH NEW ER

OTHERS (SPECIFY)

NONE OF THE ABOVE

James failed to pay his premiums for 8 consecutive months but you noticed that the plan is still active in OASIS. The client doesn't want to continue his benefits anymore and he doesn't want to pay for the premiums owed.. What are the things you need to do?

ADVISE TO WAIT UNTIL HE RECEIVE A TERMINATION LETTER FROM SUNLIFE. DO NOT SEND HANDOFF AS THE PLAN WILL GET CANCELLED EVENTUALLY.

SEND HANDOFF TO THE ADMIN TEAM FOR INVESTIGATION. THE ADMIN TEAM WILL HAVE TO CHECK IF THERE WERE ANY CLAIMS SUBMITTED AND PAID FOR THE SAID MONTHS. HE WILL RECIEVE A LETTER FROM SUNLIFE INFORMING THE NEXT PROCESS.

ADVISE THE CLIENT THAT HE NEEDS TO PAY ALL OUTSTANDING PRMEIUMS IN ORDER TO CANCEL HIS POLICY.

TRANSFER TO RTS

Calvin would like to put the billing on hold on his HCC plan for 6 months since he will be going to the Philippines. He mentioned he won't be using it so he won't need to pay for it. What will you advise the client?

ADVISE THE CLIENT THAT YOU WILL SEND A REQUEST OFF TO THE ADMIN FOR APPROVAL

ADVISE TO CANCEL HIS HCC AND BUY PHI INSTEAD

ADVISE WE DO NOT PUT ACCOUNTS ON HLD AS BILLING IS SYSTEM GENERATED. IN ORDER TO KEEP THE PLAN INFORCE, HE WOULD STILL NEED TO PAY HIS PREMIUM CONTINOUSLY. IF FAILED TO DO SO, THE ACCOUNT WILL BE CANCELLED AFTER 2 CONSECUTIVE MONTHS MISSED PREMIUMS.

TRANSFER TO RTS

CANCELLATION CALL QUIZ- AFFINITY

Cancellation Call Mastery Quiz

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