NBCC WEEK 2 RECAP

1.    Where does the application route to when we receive a counter offer letter?

• Capture

• Checking

• Receipting

• PR Scanned

1.    What is the difference between PR callback and 1^st time PR?

• In PR callback we book into the case to check what is outstanding and in 1^st time PR we do not book into the case at all

• In 1^st time pr we book into the case to check what is outstanding and we do not book into pr callback cases at all

• They are the same, we book into the case in PR callback and we also book into the case in 1^st time PR

• They are the same, we do not book into either of of these pools

What process do we follow in PR Callback, if the member is unavailable after the 3^rd attempt?

• We route the case back to capture

• We pend the case for 1 hour

• We cancel the case

• We pend the case for 4 hours

1.    The indexers contact members if an application is unclear.

• TRUE

• FALSE

What happens when a member ticks yes to a medical question but does not provide us with any details regarding the condition.

There are multiple answers for this question, select all the correct options

• We will cancel the case and send an email advising member to resubmit with fully completed medical questions.

• Underwriters will create a requirement for member to provide full details of the medical question that they answered yes to.

• We can call member to voicelog the outstanding medical information, load a black and silver sticky note and cancel the requirement for the case to move the case back to underwriting.

• Move the case to 1^st time PR so that the outbound team can call the member to obtain the outstanding info

What should we do if the member provides us with an international postal address?

• Use their employer’s address if they do not have a south African address

• Use the Discovery address

• Use the international address provided

• Use the address details given in the body of the email

How do we update bank details from Standard Bank Lesotho?

• We cannot make use of international bank accounts, PR for an SA bank account number

• First capture the branch code, the name of the bank will populate

• Default to cheque. We will continue without bank details

• Use the broker’s bank details

We can cancel an HMC application if the request comes from the member or the broker.

• TRUE

• FALSE

We can accept the previous year’s applications until the 30th of April. From 1 May each year, the previous year’s application form still gets captured, but a fully completed current year application form must be PR’ed for

• TRUE

• FALSE

Answer explanation

We accept previous years applications up to 31 March. From the 1st of April, members must submit the current year's application forms.

Which of the following can be voicelogged with the broker or employer.

There are multiple answers for this question, select all the correct options

• Medical Questions

• Bank details

• Relation to main member

• All of the above