CS UPSKILL DAY 3

What example would we use the charge adjustment process for?

• Charging AF

• Cancellation

• AMT Trip Extension

• Adding an ACO

Do we need to do a referral if a customer wants to add on Cruise Plus Cover?

• Yes always

• No

• Only if your TL asks you to

• No unless the medical score is above 3

What does the medical score have to be in order to increase cancellation cover on a signature policy?

• Below 6

• 3 or below

• 5.0

• No requirement for medical score

Can you remove ACOS outside the COP?

• Only if they haven't travelled

• Not once outside the COP

• Yes but a referral needs to be completed

• Yes but confirm with TL

Does a referral need to be completed when adding on cruise cover?

• If outside the COP

• Yes all of the time

• Only if the customer is currently on a cruise

• No

What do we need to confirm if a customer is upgrading from ST to AMT?

• Trip limits, customers age, cancellation cover starts as of today

• Trip limits, customers age, cancellation cover starts today, has customer already travelled

• Trip limits, customers age, cancellation cover starts today, has customer already travelled, auto renewal statement

• Trip limits, customers age, cancellation cover starts today, has customer already travelled, auto renewal statement, customers medical score

When are we able to downgrade from AMT to ST?

• Never

• Before the start date of the policy

• Within the 14 COP

• When the customer is on holiday

When must we complete a referral for a AMT region change?

• Whenever we want

• All of the time

• Only once outside the COP

• Only when upgrading to WWHR

Adding a new destination to ​ (a)   ​ (b)   require a referral

• single trips
• does not
• annual multi trips
• any

Do we charge an admin fee for personal detail amendments made by agents?

• Yes always

• Yes outside of the COP

• No never

• Only if the agent requests an admin fee