Dispositions v.4

It is mandatory to do this on every call.

Please select the correct reason of the previous call you had. If you are not sure, please consult any member of the support team.

Name


  1. Please select the most appropriate reason for the call (Main Driver). Kindly select the utmost concern of the customer.
    Adding / Removing Dependents / Merge
    AGR Line
    Benefit Enquiry or Ancillary Eligibility
    Cancellation
    Change Details (Address, Email, PMOC, Authority, etc.)
    Claims Rejections
    Claims Status or Follow up
    Cover Review / Change
    Estate of Late
    General Enquiry (HMP Enquiry, name of their cover, benefits)
    Government Initiatives Enquiry (LHC, AGR, Loading)
    Hi-caps Error
    Hospital Eligibility
    Letters or correspondence (Sending of tax statements, HMPs, Fact Sheets)
    nib Cards (Error or Re-issue)
    On-line services
    Orthodontia Quote
    Proactive Retention
    Product and Pricing Change (Enquiry, Media, Feedback)
    Provider Enquiry (Provider calling in)
    Refunds
    Reinstate or Resumption
    Suspension - Financial Hardship or Overseas
    Waiting Period Enquiry
    Welcome Call
    White Coat Enquiry


  1. Callbacks
    CST Assistance
    Tech Issue ( line issue, call got disconnected, IT ticket, etc.)
    Incomplete/Inaccurate Iinformation
    Monitoring policy for transfer certificate
    Claim status
    Cover changes that require help from other department
    Direct Debit (Payment awaiting clearance)
    Suspension/Termination (Payment awaiting clearance)


  1. Payments
    Direct Credit (Changing Direct Credit)
    Direct Debit (Changing Direct Debit)
    One-time payment
    Payment Enquiry


  1. Transfer to another department
    APIA
    Corporate
    CRT
    Hospital
    nib Dental
    nib Shares
    OSHC / IMAN
    Priority Service
    QANTAS
    Sales
    Service
    Travel Insurance
    Winback




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