Qm - 2014 - Medigaps Page 2 And Beyond
Medigaps: Page 2 and Beyond!
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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.
- 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
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