Traveling Canadians

Call opening

Thank you for calling _______________. My name is Said. How may I help you?

I understand you are looking for more information on our Travel insurance. I’d be happy to assist you
moving forward. What I would like to do is ask you is some questions, so I can better understand your
needs.

That way, I’ll be able to make a recommendation that will work best for you. Is that okay with you?

Before we begin, I am required to inform you that this call is being recorded for quality and accuracy.

May I ask which province do you reside from? And just to confirm, all applicants have valid provincial
health cards?

“I need to verify your eligibility for our plans by reading you a series of statements about your health.
Please let me know if any of these apply to you.”

I need to inform you that there are certain conditions you need to meet in order to qualify for the
insurance. You will not be eligible to purchase any of our products if…

-You have been advised by a physician not to travel at this time;

-You have a terminal illness (for which a physician has estimated you have less than six (6) months to
live);
-You have metastic cancer (a cancer that has spread from the original site to one or more other areas of
the body);
-You require kidney dialysis;
-You have been prescribed or used home oxygen in the last twelve months;
-You have had a bone marrow, stem cell or organ transplant (excluding corneal transplant)

Do any of these apply?

Needs Analysis:

-What type of coverage are you seeking?

-How many people need coverage?

-Do you need coverage for a single trip or do you go on multiple trips in 12 months (year)? (No annual
plan for Air Miles)

(If customer asks - What do mean by multiple trip coverage?

Say you go on multiple trips during the year you would be covered for eligible expenses during that
year. You wouldn’t need to buy another single trip travel insurance. Define: a multi-trip plan for
unlimited number of trips taken within 1 year of the effective date for the trip lengths as shown on
your confirmation.)
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-On average, how many days per trip are you planning on travelling?
-What is the value of your trip that you need to insure? (if Trip Cancellation Ins. Is required)

Do you have any pre-existing conditions?

Summary:

So, based on what you told me, you are looking for a plan that would give you piece of mind
and help you with out of pocket costs for:

- Emergency medical insurance,

- Trip cancelation and interruption insurance
- Baggage loss, damage and delay insurance
- Flight and travel accident insurance

Satisfy the Need:

Plan Recommendation

So __________, based on your needs, the plan I recommend for you would be our
____________. The reason I recommend this plan is because ____________ (of their needs).
I’ll give you a breakdown of the plan… (discuss the plan and its maximums and mention its
exclusions).

It would cover emergency medical up to $10 million for eligible covered expenses, expenses to receive
emergency medical attention, paramedical services, expenses for ambulance transportation. All other
eligible covered expenses will be outlined in the policy.

How does this plan sound to you?

Okay, let me calculate a quote for you.

Next Steps:

So (person’s name), the total premium for this plan will be _____. This plan can start on the first of
________.

Handle objections, if any.

Traveling Canadians

If there is an objection:

I understand that you need to think about it, I just would like to remind you that your plan does cover
certain benefits that aren’t available on other plans (if it’s expensive). You’re getting value that could be
crucial to your trip and it can provide piece of mind that you’re covered for eligible expenses.

Pre-existing disclosure:

I need to you inform you that the policy will not cover….

Other exclusions are a medical condition you knew of before leaving home or before the effective date
of coverage, any loss, injury or death related to intoxication, the misuse, abuse, overdose of chemical
Traveling Canadians

dependence on medication, drugs, alcohol or other intoxicant, committing or attempting to commit a

criminal act.

You can also view all the exclusions and limitations in your policy that will be emailed to you.

Completing the Application

Before I continue, I am required to inform you that I am an employee of Manulife, compensated with a
base salary, and may qualify for bonuses for the sale of insurance products.

Obtain Verbal Signature

Confirm Coverage and Password Protected – Birthday in form of day/month/year (26/09/1992)
Assistance center procedure
- Advise insured to carry wallet card/have telephone number for the AC during the trip
- Advise insured to call prior to seeking treatment or asap

Close Call

Thank you for calling _________. Have an excellent rest of your day!