National Seniors Scripting
All calls must include the following scripts (whether inbound or outbound):
1. CALLS ARE RECORDED – To be read at the start of all calls
“Before we get started, I have to let you know that this call is recorded for training and verification purposes, is that okay?”
If the customer indicates they do not want to call to be recorded, turn off call recording.
2. IMPORTANT INFORMATION – To be read at the start of all calls
“Important Information: Coronavirus (COVID-19) continues to impact many travellers around the world. Before you buy, read the travel advice and check for restrictions at your destination(s) as these may impact cover, or your ability to travel. See our travel insurance alerts for more information.”
3. YOUR DUTY TO US – To be read at the start of all calls
“Before you purchase, vary or extend an insurance policy, we will ask you questions that are important to us determining whether we can insure you and on what terms.
You must take reasonable care to not make a misrepresentation to us when answering those questions. For example, it is important that you answer these questions fully and accurately, to the best of your knowledge.
If you do not take reasonable care not to make a misrepresentation to us, we may cancel your contract, or deny or reduce the amount we will pay you for a claim, in accordance with our rights at law.”
4. PRIVACY STATEMENT – To be read at the start of all calls
“We collect, use, store and disclosure personal information in line with our Privacy Policy that can be viewed on our website. Do you have any questions?”
If yes, offer to email, post or read the privacy policy to the customer.
All calls for policy purchases must include the following scripts:
5. FINANCIAL SERVICES – To be read at the terms and conditions pop-up box if the customer indicates they have not read the PDS
“I just have to let you know we are an Authorised Representative of nib Travel Services (Australia), an Australian financial services licensee who acts under a binder agreement with the underwriter Pacific International Insurance Pty Ltd to issue, vary or cancel the insurance and handle and settle claims. We and nib Travel Services act on behalf of the insurer and not on your behalf.
We and nib Travel Services receive a commission from the sale of this policy from the insurer which is a percentage of the gross premium. All employees are paid a salary and may receive bonuses based on performance and profitability.”
6. COOLING-OFF PERIOD RIGHTS – To be read just before processing payment
“I also have to let you know you have a 21 day cooling off period from the time you are issued your certificate of insurance. This means you can cancel your policy during this time and receive a full refund, provided that you haven’t started your trip, made a claim or intend to make a claim.”
For customers who advise they do not have existing medical conditions or do not want to apply to cover their existing medical conditions, read the below:
“This travel insurance only provides cover automatically for certain existing medical conditions provided all the outlined criteria are met. The automatically covered conditions and criteria are outlined in the Combined Financial Services Guide and Product Disclosure Statement (in Australia) or the Policy Document (in New Zealand). You should read this document in full to understand the terms, conditions, limitations and exclusions to cover.”
If the customer indicates they have existing medical conditions and objects to completing a screening, read the below:
“We have an obligation to offer appropriate cover to customers where possible. As you’ve indicated you have one or more existing medical conditions that are not automatically covered, a short medical screening is required to determine if we can offer additional cover for these conditions and on what terms. This can be completed online or over the phone. If additional cover is offered, you will be given the choice to accept that additional cover, or to opt out of that cover.
If we are not able to offer additional cover for existing medical conditions, or you choose not to add this cover to your policy, this will mean that you will not have cover for any claim that arises from those conditions.
I can email you a quote now, and you, or a person authorised by you, can complete the medical screening online via the link in the quote, or call back and complete the screening later at a time that is convenient to you. To finalise that quote and purchase a policy you will need to provide complete and accurate information as part of the application process in accordance with your duty to us under this policy.”