Qm - 2014 - Medigaps Page 2 And Beyond

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Qm - 2014 - Medigaps Page 2 And Beyond - Quiz

Medigaps: Page 2 and Beyond!


Questions and Answers
  • 1. 

    Select all types of agents who can ask and answer questions for the customer after page 1 of Medigaps

    • A.

      LBS

    • B.

      SST

    • C.

      ADP

    • D.

      BA

    • E.

      Access BA

    • F.

      CSR

    Correct Answer(s)
    A. LBS
    B. SST
    D. BA
    E. Access BA
    Explanation
    The types of agents who can ask and answer questions for the customer after page 1 of Medigaps are LBS, SST, BA, and Access BA. These agents have the knowledge and authority to provide assistance and information to customers regarding Medigaps. They are trained to address customer inquiries and concerns effectively, ensuring a satisfactory customer experience. The other options, ADP and CSR, may not have the necessary expertise or authorization to handle customer queries related to Medigaps.

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  • 2. 

    In which state does the agent not have to ask the Tobacco question on the application?

    • A.

      New Mexico

    • B.

      New York

    • C.

      Pennsylvania

    • D.

      New Hampshire

    • E.

      Rhode Island

    • F.

      New Jersey

    • G.

      Vermont

    Correct Answer
    B. New York
    Explanation
    In New York, the agent does not have to ask the Tobacco question on the application.

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  • 3. 

    Which questions are the ADPs allowed to answer after page 1 of Medigaps? Check all that apply

    • A.

      Banking page account and routing numbers

    • B.

      Part B effective date (Current or Past Coverage section)

    • C.

      Do you have another Medicare Supplement policy in force?

    • D.

      Please select the Supplement Plan you would like to enroll in

    Correct Answer(s)
    B. Part B effective date (Current or Past Coverage section)
    D. Please select the Supplement Plan you would like to enroll in
    Explanation
    ADPs (Authorized Dissemination Partners) are allowed to answer questions regarding the Part B effective date in the Current or Past Coverage section of Medigaps. They are also allowed to answer questions regarding the selection of the Supplement Plan that the individual would like to enroll in.

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  • 4. 

    "Do you intend to replace your current healthcare coverage with this Medicare Supplement policy?"This question is always marked No on each application for every carrier.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The answer to this question varies by carrier. In order to make sure that this question is answered correctly, please check the carrier guide. If it is answered incorrectly, this should be red flagged.

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  • 5. 

    If the question regarding how the customer would prefer to pay the premiums is asked twice on an application, the ADP/BA may skip it the second time it appears.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    If the question regarding how the customer would prefer to pay the premiums is asked twice on an application, it is reasonable for the ADP/BA to skip it the second time it appears. This is because asking the same question twice can be redundant and time-consuming for both the customer and the ADP/BA. Skipping the second instance of the question can help streamline the application process and make it more efficient.

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  • 6. 

    If the ADP does not ask for the AARP membership number on the first page, QM scores Major on this line item because there is no other line item for this question.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    If the ADP does not ask for the AARP membership number on the first page, QM does not score Major on this line item because there is no other line item for this question.

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  • 7. 

    If the question regarding how the Customer would prefer to pay the premiums is asked twice on an application, the ADP/BA must ask the question both times.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The ADP/BA does not need to ask the question regarding how the Customer would prefer to pay the premiums twice on an application. Asking the question once is sufficient.

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  • 8. 

    When collecting the payment information, the customer says January of this year as the expiration date on their credit card and the date on the application is 1/31/14.Choose how this should be graded:

    • A.

      Yes

    • B.

      Minor

    • C.

      Major

    • D.

      N/A

    • E.

      Coach

    • F.

      Yes and leave a coaching note

    Correct Answer
    F. Yes and leave a coaching note
    Explanation
    This should be graded as "Yes and leave a coaching note" because the customer provided an incorrect expiration date for their credit card. This mistake could potentially lead to payment issues or delays in processing the transaction. Therefore, it is important to address this issue with the customer and provide them with the correct information to avoid any future problems.

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  • 9. 

    QM will score line item 41 as a Major if the BA skips the following questions on a guaranteed issue application: Current Age, Height, Weight, BMI.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    If the BA skips the questions on a guaranteed issue application regarding current age, height, weight, and BMI, QM will not score line item 41 as a Major. Therefore, the correct answer is False.

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  • 10. 

    ADPs are allowed to assist the customer in answering a question

    • A.

      True. But the ADP must get an LBS on the line to make sure the question is answered correctly.

    • B.

      False. ADPs are not allowed to assist the customers, their job is to ask questions only.

    • C.

      True. But the ADP must re-state the question and have the customer give the correct answer.

    • D.

      False. The ADP must re-ask the question a few times and if the customer still doesn't understand, then the ADP should transfer the call back to the BA who sold the plan.

    Correct Answer
    C. True. But the ADP must re-state the question and have the customer give the correct answer.
    Explanation
    The correct answer states that ADPs are allowed to assist the customer in answering a question, but they must re-state the question and have the customer give the correct answer. This means that while ADPs can provide assistance, they are required to ensure that the customer understands the question and provides the correct response. This helps to ensure accurate and reliable information is given to the customer.

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  • 11. 

    If the ADP has to clarify a question on page 4 for the customer and then does not re-state the question, which carrier would that be acceptable for?

    • A.

      Blue Shield of Maryland

    • B.

      Blue Cross Blue Shield of Kentucky

    • C.

      Carefirst BlueCross BlueShield of Maryland

    • D.

      Humana

    Correct Answer
    C. Carefirst BlueCross BlueShield of Maryland
    Explanation
    If the ADP has to clarify a question on page 4 for the customer and then does not re-state the question, it would be acceptable for Carefirst BlueCross BlueShield of Maryland.

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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 01, 2014
    Quiz Created by
    Bthorup
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