Rebuttal question

Question 1

How long is this going to take?

Answer 1

• It usually takes 40 to 60 minutes, depending on how many questions you may have, I’ve seen some been longer and shorter all depending on your questions, but again the reason they are having us do this virtually is because it is very important.

Question 2

Q. Why can’t you mail it to me?

Answer 2

• That is what we did originally; we mailed you a letter of explanation, which you filled out and mailed back in. Now our job is to deliver your benefits, and explain them to you. The union wanted to make sure you’re aware of the benefits they set up for you, especially if you’re ever laid off or retired it’s super important.

Question 3

Isn’t the policy active anyways?

Answer 3

• Yes, however we need to verify and sign for the designation of your beneficiary otherwise it goes to your estate and it’s a taxable benefit.

Question 4

Why do we have to meet ?

Answer 4

• OH okay (name), did you get a chance to read the letters that came with the card? yes so the letters state that a rep will contact you to go designate your beneficiary, activate your pre qualified package and help the members that qualify get set up on your permanent program

Question 5

Why does my spouse need to be there?

Answer 5

• They set it up as a family plan so it’s meant to cover both of you

Question 6

Are you trying to sell me insurance?

Answer 6

• Sorry I think you’re misunderstanding me, My job is to deliver and explain your benefits. Just like your letter said, we activate your pre qualified package and show you what you are entitled to with the permanent program. That part does have a cost but you do have to qualify for it, and no matter what, you are guaranteed your pre qualified package.

Question 7

What does the permanent program cover?

Answer 7

• They set it up to look at accidents, funerals, final expenses, income protection, retirement and sickness. Also, the plan is made to last forever even when you retire or change jobs and all your other benefits go away.

Question 8

I’m no longer with the union?

Answer 8

• Oh, that’s exactly why this is set up. When members retire or change jobs your benefits go away so your union came to AIL to create some permanent benefits for the members that last forever even after retirement, so you’re still entitled to these benefits.

Question 9

How much will this cost?

Answer 9

• The benefits you requested are provided at no cost. My job is to deliver your benefits and explain them to you and show you what your entitled to, through your permanent program which is different for every member because they customize it to every family’s personal needs.

Question 10

I’m not interested.

Answer 10

• Not a problem but I’ll be happy to deliver the no cost benefits and explain them to you, so you have them for your records. This way you’ll be able to designate (name) as your beneficiary.

Question 11

I don’t remember any card.

Answer 11

• That’s exactly why I am calling. There are so many who sent back their card it has taken us a while to get to them all. However, we do have a copy of the card which we show and all the letters from the union before we go through anything for verification purposes

Question 12

If they say they don’t remember card 2nd no

Answer 12

• No problem I actually have a hand written card in front of me right now. I can actually send that to you to see if you remember and give you a call back this evening so you have some time to take a look at these letters and we can pick it up from there.
(If they cant do evening) Okay ill call you back tomorrow at 10am
Call Backs : in that case ill give you a call back tomorrow at 9am.

Question 13

I don’t want to pay:

Answer 13

• My job is just to deliver the no cost benefits package you requested and to explain the permanent program the union setup for the members.

Question 14

Why is it free

Answer 14

• It is free because you are a member in good standing with your union and they have taken care of it for you.
(MCGRUFF) So they realized that by protecting the parents they are also protecting the kids as well so that is why they allowed access to the family care program.

Question 15

Something you can’t handle:

Answer 15

• Sorry, I am in training right now so what I can do is get my manager to give you a call and he can explain to you in further detail about what’s going on. (Set Call Back + Let me know)

Question 16

How do I qualify

Answer 16

• Your rep will actually go through all those details with you. Their job is to activate and get out your pre qualified package, and for the members that qualify show them what they are entitled to with the permanent package.

Question 17

I’ve sat down with someone recently:

Answer 17

• OH yes the union did a bunch of updates based on members feedback over the years and that’s why they resent you the card which you filled out and sent in, and we are calling you now to get that processed for you. (if they respond saying they sat with someone recently) Oh, this must have been a duplicate file. It does happen once in a while, I apologize for that, did your rep explain the funeral certificate that you were entitled to as part of the permanent program the union set up for you.

NO: Continue to booking
YES: Okay, not a problem. I can remove your file now. Have a good day

Question 18

I’ve Already Been Seen

Answer 18

• No worries, that’s exactly why I’m calling. Again (name) there is an updated no cost benefits package, that’s already been paid for. My job is to go over that with you since we cant come out in person, it is very important thats why im calling. It doesn’t take super long, but they do want me going over the updated benefits they set up to cover you if you’re laid off or when you’re retired and that’s the really important reason they have me reach out.
• So again it won’t take long but I just need to get a quality report form filled out so the union knows I did my job, the last thing they want is someone getting sick and coming back and saying “ hey i never heard about this” right? Okay so….