Week 3 Day 2

What do you explain to the customer after you have sent their referral to ERGO?

• You should explain to the customer that they need to contact ERGO for further assistance.
• You should explain to the customer that they will be contacted by ERGO for further assistance.
• Explain to the customer we will call them back once we have received the response, then leave a detailed note. Do not finish the amendment

• Amend the policy and explain that they are now covered

When would you NOT have to complete a referral?​

(Select all that apply)

• Awaiting results from for rash on their arm

• Still has an eye infection

• Adding a new condition

• Awaiting a pacemaker

What time frame do we give to the customers for a normal ERGO response?

• 72 Hours

• 5 working days

• same day response

• Instant

Select the reasons medical could of been excluded at point of sale? (Select all that apply)

• Unresolved infection

• Customers choice

• Awaiting a knee replacement

• Not fit to travel

• Radiotherapy

If we are completing a verbal amendment do we pass the customer through to T+CS?

• Only if the customer wants to hear them

• Only if we have made a physical change

• Yes- at all times.

• No as the policy has not been updated

If a customer has made a medical claim and now needs to update their policy, which referral option do we choose?

• Medical is already excluded

• A referral is not required- simply update the policy

• Claims Made

• Other

Do we read 'changes to medical' questions if the customer has an undiagnosed condition?

• Yes at all times

• No as we don't need to enter Verisk

• Only if the system prompts you

• Only read it if there is other changes

If we send off an urgent Ergo response- what is the time frame we give to the customer?

• 72 hours

• Same day respone

• 5 working days

• 1 hour

Why is it important to put in the start date of symptoms/condition on a human generated referral?

• The underwriters need to confirm this information is correct with PH doctors

• To track the patient's condition

• To work out if customers knew about anything they are currently going through before booking their holiday/policy. 

• Because the underwriters need to know everything about the customers illness

Will every medical amendment require a referral?

• It is the agents choice if they want to complete a referral to confirm cover

• Yes every time as we need to check if the underwriter aprooves

• Yes

• No- not every med amendment will require a referral