HEALTH INSURANCE

This documents the entire Health Insurance webform and hesitations that you may encounter.

INTRO

Hello (customer’s first name)?

Hi (customer’s first name), this is (your name) with Smart Financial on a recorded line. Regarding the insurance quote you requested. I just need to verify a few things you submitted. Please let me know if I need to make any corrections. Just to confirm, you are interested in getting a quote for health insurance, correct?

***Continue to verify the information needed on the quote form and ask the mandatory questions in order.

VERIFICATION

WEB FORM QUESTION

CUSTOMER HESITATION / NOTES

PRESCRIBED REBUTTAL

Just to confirm, you are interested in getting a quote for Health Insurance, correct?

SKIP THE NAME AND PHONE NUMBER
Update when necessary

It says here you entered 90210 for your ZIP code, correct?

And the date of birth you entered is 09/23/1991, is that correct?

Note: Read the date of birth as September 23, 1991. Do not read as numbers.

Are you currently insured with an active policy?

Do you have any pre-existing medical conditions?

A yes or no would be fine.

What do you mean by that?

Verbiage: "Are you taking any maintenance medications?"
Usually when you have a pre-existing medical condition, you take prescriptions for asthma, high cholesterol, and the likes.

What is your household income?

Why do you need to know?

This is just to provide you a more accurate quote, okay?

Note: If CX says, they don't are unemployed/don't have any income. Ask the CX, "Is there anyone in the household with income?"

Are you looking for dental plan only?

I'm looking for dental and vision.

Verbiage: We don't have a standalone coverage for vision but we can assist you with a Health Insurance quote or a dental plan only, okay? Just let the licensed agent know so they can provide you more options.

If CX insists for vision, say, "I cannot assist you with that at this time, thank you. Have a great day"

DISPOSITION: Not Qualified

Are you currently receiving any social security or disability benefits such as Medicaid?

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