Rate and general information guide

Transcription

1 Rate and general information guide April 4, 2007 For all territories and provinces except Quebec For Travel Insurance Sales nts Only

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3 Attention Travel Insurance Professionals Travel agents play an important role in helping consumers book their travel plans. Consumers rely on their travel agents to help them understand the value of travel insurance for all kinds of travel. RBC Insurance is focused on ensuring its travel agent network has the training, tools and support needed to assist customers with their travel insurance needs. Take some time to review the travel insurance sales process, including Sales Best Practices and Tips From the Pros. Break down into a per-day price. The cost of travel insurance for your 7-day cruise is $70. You are paying only $10 a day for emergency medical protection and peace of mind. Offer one price for everything. SALES PROCESS ESSETIAL STEPS The total cost of your 7-day cruise is $2,000. This includes travel insurance to protect you and your investment. 1. You have a professional obligation to: Always recommend travel insurance to your customers. Draw attention to What is not covered, exclusions and conditions detailed in the policy information. Encourage your clients to read their policy information thoroughly and inform them that the full policy is available to review online. Ensure your customers are making an informed purchase decision by understanding the coverage provided by the policy. 2. Advise your customers that any questions regarding coverage or exclusions must be brought to your attention before departure. 3. Put your trust in the products you sell remember your customers put their trust in you. Sales Best Practices From the Pros Strongly recommend travel insurance at the beginning of the conversation. You can protect your travel investment from unforeseen emergencies with trip cancellation and interruption insurance. Promote the value. Refer to a previous positive selling experience with a customer. For example: A family of five booked and paid for a nine-day vacation to Mexico. Two weeks prior to departure, the 51-year old father developed an illness that required the cancellation of their trip. They paid $460 in premium and their insurance covered the entire amount of $8,000, which they would have lost if they did not have travel insurance. A Toronto resident travelled to Banff, Alberta to enjoy a week of skiing with friends. A serious ski accident resulted in significant costs not covered by government health insurance plans outside his home province. The costs included unused hotel and prepaid lift tickets, ground ambulance, phone calls home, transport of a family member to his bedside and an air ambulance with physician escort from Calgary to Toronto. The total cost of the claim was $26,360, which was paid entirely by RBC Insurance. The customer paid $42 for the insurance coverage to travel within Canada. 1

4 Step 1: Positioning Step 3: Presenting Solutions You should introduce the subject of insurance early in conversations with your customers. Here are some suggestions of what you might say to introduce travel insurance: T I P S F R O M T H E P R O S You've got a great airfare but it's non-refundable. If you have a medical emergency that would require you to cancel your trip, you'd lose your money. If you purchase travel insurance, you can protect your investment. "When you're travelling outside Canada, medical emergencies can be costly. And your government health insurance plan provides limited coverage. I highly recommend you include insurance with your travel arrangements to protect yourself and your family. Step 2: Uncovering eeds To determine your customers travel insurance needs, start off by asking, Do you mind if I ask you a few questions to understand your needs? Open-ended questions are used to discover more information: TIPS FROM THE PROS What would happen if you had to cancel or interrupt your trip? Where would you seek medical attention if you or your children became ill on your trip? What types of activities would you like to do on your trip? Closed-ended questions are used to obtain or confirm specific facts: TIPS FROM THE PROS Do you have group medical insurance through work? Do you know the cost of a one-way, last-minute airfare if you had to return in an emergency? Have you ever purchased travel insurance before? Once you have uncovered your customer s needs, present solutions by connecting the right coverage to the needs of your customer. When you present the solution, make sure you outline clearly how the plan or package will benefit the customer, including exclusions detailed in the policy. Some terms of the policy may limit benefits payable to your customer. Ensure your customers are making an informed purchase decision by understanding the coverage provided by the policy. TIPS FROM THE PROS Mr. Jones, you ve told me you are going to a business meeting in the United States. You need emergency medical coverage because you are self-employed and don t have out-of-country medical coverage. I recommend Deluxe Package. If your business meeting is cancelled, the cost of your airfare is reimbursed through the cancellation and interruption coverage included in this package. If you experience an illness or are involved in an accident during your trip, your emergency medical expenses are covered by the emergency medical coverage included in Deluxe Package." "Ms. Bailey, since you mentioned that both you and your husband have a good group plan at work, you may not need medical coverage. You did mention that you are concerned about what would happen if you lost your baggage or had to come back early because of a family emergency. I d like to recommend on-medical Package because it will give you coverage for lost or damaged baggage. If you have to return early for a family emergency, you will be reimbursed for the cost of your flight home." "Mr. Cheung, you told me you are driving your car to Florida to visit your sister but are concerned about having enough medical coverage if something happened. I would recommend Classic Medical coverage because it gives you coverage for unlimited emergency medical expenses. It also provides for the return of your vehicle to your home if you are unable to drive as a result of the medical emergency. 2

5 Step 4: Managing Objections Even after you've properly positioned insurance, uncovered your customer's needs and presented the right solution, you may still encounter objections. This tells you that your customer is looking for further clarification. It gives you the opportunity to describe the value of the coverage by providing the additional information needed to make the purchase decision. The 4 most common objections are: Recognize that group plans may have limitations on the maximum amount payable for emergency medical coverage. There might also be a lifetime maximum. Recommend your customers call their group plan administrator to confirm their coverage. Step 5: Closing the Sale Price: Too Expensive TIPS FROM THE PROS You've determined your customer's needs, recommended a product and effectively managed any objections. ow you're ready to close the sale. "Consider how much you d have to pay if you were hospitalized while you are out of the country. It might cost $5,000 per day beyond the expenses covered by your government health insurance plan. But for a relatively small cost of $75, which works out to about $5 per day, you d have the peace of mind knowing these expenses would be covered." Credit Card Coverage TIPS FROM THE PROS I talk about how credit cards seldom cover trip cancellation or interruption. RBC Insurance covers 42 risks, which is considerably more than average. I mention that emergency medical coverage on a lot of cards stops at a certain age or duration. I recommend my customers call their credit card company to confirm the coverage they have. Indecision TIPS FROM THE PROS "Recently, I booked a trip for a family of five for a two-week vacation in Mexico. Before leaving, the father became ill and they had to cancel their trip. If it were not for their cancellation insurance, they would have lost the $8,015 they paid for their trip." Group Plan Coverage TIPS FROM THE PROS Talk about how group plans seldom cover cancellation, interruption or lost baggage. The main step in closing a sale is asking for the business. The right time to close is when you believe the customer has expressed a willingness to buy the product. TIPS FROM THE PROS "Can I include Deluxe Package with your booking?" "May I put the cost of travel insurance on the same credit card as your travel booking?" Encourage your clients to read their policy information thoroughly and inform them that the full policy is available to review online. Ensure your customers are making an informed purchase decision by understanding the coverage provided by the policy. Advise your customers that any questions regarding coverage or exclusions must be brought to your attention before departure. Click, Learn and Earn More! Visit the WorldProtect application and take our online travel insurance course. Whether you re just starting out or an experienced counsellor, this online course and easy-to-use reference tool provides something for everyone: ACCESS approved for 12 credits Improved selling skills and reduced time spent searching for travel insurance information, resulting in more loyal and satisfied customers Personalized Certificate of Achievement upon completion of the course Simply follow these steps: 1. Log onto the WorldProtect application at 2. Click on our elearning link on the left sidebar. 3. Follow the online screen instructions. Contact your BDM for training workshop 3

6 Directory YOUR RBC ISURACE TRAVEL AGECY CODE IS: HEAD OFFICE P.O. Box 97, Station A, Mississauga, O L5A 2Y Financial Drive, Tower 1, Mississauga, O L5 7Y5 Local phone: (905) Toll-free: ASSURED ASSISTACE IC. P.O. Box 97, Station A, Mississauga, O L5A 2Y Financial Drive, Tower 1, Mississauga, O L5 7Y5 Phone: (905) (local or collect call) Toll-free: (from USA/Canada) Toll-free: (from Mexico) Fax: (905) Toll-free Fax: Stanley W. Seggie, President & Chief Executive Officer Tim Bzowey, Vice President, Sales Mark Linton, Vice President, ational Accounts Glenn Penny, Vice President, Claims Sue Stauth, Vice President, Client Experience Chris Cooney, Head, Pricing & Quality Review Stacey Hughes-Brooks, Manager, ational Accounts Stanley W. Seggie, President & Chief Executive Officer OTARIO P.O. Box 97, Station A, Mississauga, O L5A 2Y Financial Drive, Tower 1, Mississauga O L5 7Y5 Sales Local phone: (905) Toll-free: Fax: (905) Toll-free Fax: Claims Local phone: (905) Toll-free: Fax: (905) Toll-free Fax: Other Local phone: (905) Toll-free: Henri Ragot, Regional Director Barbara Bliangas, Business Development Manager Martha DeMedeiros-Clayton, Business Development Manager Joe Crognale, Business Development Manager Tracy Emberson, Business Development Manager (based in London) Shelley Kopys, Business Development Manager Teresa Lirette, Business Development Manager Donna McLellan, Business Development Manager Maria Santos, Business Development Manager William Watt, Business Development Manager (based in Ottawa) Sandy Widdifield, Manager Sales Support BRITISH COLUMBIA & YUKO P.O. Box 65539, Station F, Vancouver, BC V5 5K Virtual Way, Ste. 300, Vancouver, BC V5M 4X7 Sales Local phone: (604) Toll-free: Claims Local phone: (604) Toll-free: Other Local phone: (604) Toll-free: Fax: (604) Toll-free Fax: ALBERTA, MAITOBA, SASKATCHEWA,.W.T. & UAVUT P.O. Box 5550, Station A, Calgary, AB T2H 1X Southport Rd. SW, Ste. 600, Calgary, AB T2W 4Y1 Sales Local phone: (403) Toll-free: Claims Local phone: (403) Toll-free: Other Local phone: (403) Toll-free: Fax: (403) Toll-free Fax: David Brenner, Regional Director ancy Darby, Business Development Manager Gail Johansen, Business Development Manager Tricia Kentel, Business Development Manager Holly Olson, Business Development Manager Line Choiniere, Team Leader Branch Administration David Brenner, Regional Director Lisa Prost, Business Development Manager (based in Winnipeg) Greg Duhaime, Business Development Manager (based in Edmonton) Pam Murray, Business Development Manager Sharon Wilson, Business Development Manager Rose aegeli, Team Leader Branch Administration QUEBEC & ATLATIC PROVICES P.O. Box 11472, Station Centre-Ville, Montreal, QC H3C 52 1 Place Ville-Marie, 13th Floor, South Wing, Montreal, QC H3C 3A9 Sales Local phone: (514) Toll-free: Claims Local phone: (514) Toll-free: Other Local phone: (514) Toll-free: Fax: (514) Toll-free Fax: AGECY ACCOUTIG Local phone: (905) Toll-free (Rest of Canada): Toll-free (Quebec): Fax: (905) Marc Parsons, Assistant Vice President Melanie Drapeau, Business Development Manager (based in Quebec city) Glen Earle, Business Development Manager (based in St John) Jacques Guilbert, Business Development Manager Gaetan Pelletier, Business Development Manager Robert Robillard, Business Development Manager Jacynthe Letourneau, Team Manager Sales Operations & Administration Christine Morin, ncy Sales Representative 4

7 Table of Contents Hours of Operation PACKAGE COVERAGES Deluxe Package Page 6 TravelCare - Packages Page 7 Deluxe AUAL Package Page 12 TravelCare - AUAL Packages Page 12 on-medical Package Page 14 Travel Within Canada Package Page 16 Additional Benefits RIDER #1 Page 18 Additional Benefits RIDER #2 Page 18 Standard Package Page 19 MEDICAL COVERAGES Classic Medical Page 20 Classic AUAL Medical Page 21 Questionnaire Chart Page 22 TravelCare - Medical Coverages Page 23 TravelCare - AUAL Medical Coverages Page 36 OTHER COVERAGES Cancellation & Interruption Page 37 Flight Accident Page 38 Baggage & Personal Effects Page 38 Rental Car Physical Damage Page 38 Visitors to Canada Page 39 PROCEDURES AD OTHER IMPORTAT IFORMATIO Assured Assistance Inc. Back Cover Booking Trips 540 in Advance Page 42 Cancellation & Interruption Page 41 Claims Page 43 Clients Residing in a Different Province/Territory Page 42 Coverage for Trips Over $12,000 Page 40 Credit Card Merchant umbers and Phone umbers Page 40 Family Rate Page 42 General Information Page 40 Groups Page 42 Late Policy Issuance Page 40 Loss of Pre-Payment - $5,000,000 Page 42 Policy Extensions Page 40 Promotional Certificates (CAFs) Page 42 Refunds Page 41 Top-up of Another Insurer s Travel Insurance Page 41 Top-up of AUAL Coverages Page 41 Trips Beyond 183 Page 42 WorldProtect Page 42 The terms written in italics in this guide are defined in the policy. If you are calling from British Columbia & Yukon Alberta,.W.T. & unavut Saskatchewan Manitoba Ontario Quebec ew Brunswick, ova Scotia & PEI ewfoundland & Labrador RBC Insurance Regional Travel Sales Offices Please note that the hours of operation are in the area s local time. Monday - Friday call (604) or between 8:30 am and 5:00 pm (403) or between 8:30 am and 5:00 pm between 8:30 am and 5:00 pm (Daylight Saving Time) between 9:30 am and 6:00 pm (905) or between 8:00 am and 8:00 pm (514) or between 8:00 am and 8:00 pm (514) or between 9:00 am and 9:00 pm (514) or between 9:30 am and 9:30 pm After Hours Monday - Friday call between n/a 5:00 pm and 6:00 pm 5:00 pm and 6:00 pm 6:00 pm and 7:00 pm n/a n/a n/a n/a On Weekends Call between Saturday 6:00 am and 2:00 pm Sunday 7:00 am and 3:00 pm Saturday 7:00 am and 3:00 pm Sunday 8:00 am and 4:00 pm Saturday 7:00 am and 3:00 pm Sunday 8:00 am and 4:00 pm Saturday 8:00 am and 4:00 pm Sunday 9:00 am and 5:00 pm Saturday 9:00 am and 5:00 pm Sunday 10:00 am and 6:00 pm Saturday 9:00 am and 6:00 pm Sunday 9:00 am and 6:00 pm Saturday 10:00 am and 7:00 pm Sunday 10:00 am and 7:00 pm Saturday 10:30 am and 7:30 pm Sunday 10:30 am and 7:30 pm 5

8 Deluxe Package (up to age 74) (SIGLE Trip Coverage) QUICK REFERECE Pre-existing Medical Exclusion #1 and C&I Exclusion applies. Additional Benefits RIDER #1 & 2 available. Cancellation % & Interruption Sum Insured Per Person Before Departure $ ,000* After Departure Trip Duration/Premium per Person (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) * If the sum insured is over $12,000 per person, please refer to Coverage for trips over $12,000 on page Add to the $5,000 premium, the amount specified below PER $100 sum insured over $5, TO AGE 59 OLY: DAYS Add to the 60 day premium $2.00 PER DAY in excess of 60 days 6

9 TravelCare - HealthSelect Package (75 years of age or older) (SIGLE Trip Coverage) This coverage is available only to persons who have completed the MEDICAL QUESTIOAIRE, and: - have correctly answered O to ALL questions in Section 1; and - whose total score in Section 2 is 0. Cancellation & Interruption Sum Insured Per Person Before Departure $ ,000* After Departure o Pre-existing Medical Exclusion applies. C & I Exclusion and all General Exclusions still apply. MEDICAL QUESTIOAIRE required. QUICK REFERECE Additional Benefits RIDER # 1 & 2 available Questionnaire chart on page 22 Coverage may be sold up to 365 days before departure Trip Duration/Premium per Person (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) Add to the $5,000 premium, the amount specified below PER $100 sum insured over $5, * If the sum insured is over $12,000 per person, please refer to Coverage for trips over $12,000 on page 40. PACKAGE COVERAGES 7

10 TravelCare - Gold Package (75 years of age or older) (SIGLE Trip Coverage) This coverage is available only to persons who have completed the MEDICAL QUESTIOAIRE, and: - have correctly answered O to ALL questions in Section 1; and - whose total score from Section 2 is one (1) or two (2). Cancellation & Interruption Sum Insured Per Person Before Departure $ ,000* After Departure QUICK REFERECE Trip Duration/Premium per Person (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) Add to the $5,000 premium, the amount specified below PER $100 sum insured over $5, Pre-existing Medical Exclusion #1 and C & I Exclusion apply. MEDICAL QUESTIOAIRE required. Additional Benefits RIDER # 1 & 2 available. Questionnaire chart on page 22. Coverage may be sold up to 365 days before departure. * If the sum insured is over $12,000 per person, please refer to Coverage for trips over $12,000 on page 40. 8

11 TravelCare - Silver Plus Package (75 years of age or older) (SIGLE Trip Coverage) This coverage is available only to persons who have completed the MEDICAL QUESTIOAIRE, and: - have correctly answered O to ALL questions in Section 1; and - whose total score from Section 2 is three (3) or four (4). Cancellation & Interruption Sum Insured Per Person Before Departure $ ,000* After Departure * If the sum insured is over $12,000 per person, please refer to Coverage for trips over $12,000 on page 40. Pre-existing Medical Exclusion #2 and C & I Exclusion apply. MEDICAL QUESTIOAIRE required. Additional Benefits RIDER # 1 & 2 available. QUICK REFERECE Trip Duration/Premium per Person (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) Add to the $5,000 premium, the amount specified below PER $100 sum insured over $5, Questionnaire chart on page 22. Coverage may be sold up to 365 days before departure. PACKAGE COVERAGES 9

12 TravelCare - Silver Package (75 years of age or older) (SIGLE Trip Coverage) This coverage is available only to persons who have completed the MEDICAL QUESTIOAIRE, and: - have correctly answered O to ALL questions in Section 1; and - whose total score from Section 2 is between five (5) and forty-nine (49). Cancellation & Interruption Sum Insured Per Person Before Departure $ ,000* After Departure * If the sum insured is over $12,000 per person, please refer to Coverage for trips over $12,000 on page 40. Pre-existing Medical Exclusion #2 and C & I Exclusion apply. MEDICAL QUESTIOAIRE required. Additional Benefits RIDER # 1 & 2 available. QUICK REFERECE Trip Duration/Premium per Person (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) Add to the $5,000 premium, the amount specified below PER $100 sum insured over $5,000 Questionnaire chart on page 22. Coverage may be sold up to 365 days before departure

13 TravelCare - Bronze Package (75 years of age or older) (SIGLE Trip Coverage) This insurance can only be purchased before departure and for the full duration of the trip. This coverage is available only to persons who have: - chosen not to complete the MEDICAL Cancellation & Interruption Sum Insured Per Person Before Departure $ ,000* After Departure QUESTIOAIRE if they are under age 85; or - completed the MEDICAL QUESTIOAIRE; and have correctly answered ALL questions in Section 1, and whose total score from Section 1 is: - greater than 100; or - between fifty (50) and one hundred (100) and have chosen not to call for special underwriting. Pre-existing Medical Exclusion #3 and C & I Exclusion apply. MEDICAL QUESTIOAIRE may be required. Additional Benefits RIDER # 1 & 2 available. QUICK REFERECE Questionnaire chart on page 22. Coverage may be sold up to 365 days before departure. Trip Duration/Premium per Person (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) Add to the $5,000 premium, the amount specified below PER $100 sum insured over $5, * If the sum insured is over $12,000 per person, please refer to Coverage for trips over $12,000 on page 40. PACKAGE COVERAGES 11

14 Annual Package Coverages Deluxe AUAL PACKAGE (up to age 59) TravelCare - HealthSelect, Gold, Silver Plus, Silver and Bronze AUAL PACKAGE (60 years of age or older) Deluxe AUAL PACKAGE coverages are available up to age 59. TravelCare AUAL PACKAGE coverages are available for ages 60 and over, who have: - completed our MEDICAL QUESTIOAIRE; and - purchased the TravelCare AUAL PACKAGE coverage that they qualify for. Please refer to Questionnaire chart on page 22. This insurance provides AUAL PACKAGE coverage for an unlimited number of trips of: - 9, 16 or 30 days, if your client is under age 80; or - 9 or 16 days, if your client is 80 years of age or older, depending on the option selected, taken within a 365 day period. Your clients may choose either the date of purchase or the departure date of their first upcoming trip as the start-up date for this coverage. However, if they choose the departure date of their first trip, this date can be no later than: days after the date of purchase, if your client is under age 60; or days after the date of purchase, if your client is 60 years of age or older. If your client wishes to purchase top-up coverage for a trip, please refer to TOP-UP of AUAL coverages on page 41. QUICK REFERECE Pre-existing Exclusions; MEDICAL QUESTIOAIRE required (for clients 60 or older). Questionnaire chart on page 22. All MAXIMUM SUMS PAYABLE and PRICIPAL SUMS are per trip. The Before Departure sum insured is to a maximum amount payable of $10,000 per year. (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) DELUXE AUAL PACKAGE Before Departure After Departure Type of Plan Before Departure 1500 After Departure Type of Plan TRAVELCARE - HEALTHSELECT AUAL PACKAGE /A Before Departure 1500 After Departure Type of Plan TRAVELCARE - GOLD AUAL PACKAGE /A 12

15 Annual Package Coverages Cont d. Deluxe AUAL PACKAGE (up to age 59) TravelCare - HealthSelect, Gold, Silver Plus, Silver and Bronze AUAL PACKAGE (60 years of age or older) Deluxe AUAL PACKAGE coverages are available up to age 59. TravelCare AUAL PACKAGE coverages are available for ages 60 and over, who have: - completed our MEDICAL QUESTIOAIRE; and - purchased the TravelCare AUAL PACKAGE coverage that they qualify for. Please refer to Questionnaire chart on page 22. This insurance provides AUAL PACKAGE coverage for an unlimited number of trips of: - 9, 16 or 30 days, if your client is under age 80; or - 9 or 16 days, if your client is 80 years of age or older, depending on the option selected, taken within a 365 day period. Your clients may choose either the date of purchase or the departure date of their first upcoming trip as the start-up date for this coverage. However, if they choose the departure date of their first trip, this date can be no later than: days after the date of purchase, if your client is under age 60; or days after the date of purchase, if your client is 60 years of age or older. If your client wishes to purchase top-up coverage for a trip, please refer to TOP-UP of AUAL coverages on page 41. QUICK REFERECE Pre-existing Exclusions; MEDICAL QUESTIOAIRE required (for clients 60 or older). Questionnaire chart on page 22. All MAXIMUM SUMS PAYABLE and PRICIPAL SUMS are per trip. The Before Departure sum insured is to a maximum amount payable of $10,000 per year. (Premiums taxable at 8% when sold to Ontario residents. A portion of the premium is taxable when sold to ewfoundland and Labrador residents.) TRAVELCARE - SILVER PLUS AUAL PACKAGE Before Departure After Departure Type of Plan /A TRAVELCARE - SILVER AUAL PACKAGE Before Departure After Departure Type of Plan /A TRAVELCARE - BROZE AUAL PACKAGE Before Departure After Departure Type of Plan /A PACKAGE COVERAGES 13

16 on-medical Package QUICK REFERECE C & I Exclusion and all General Exclusions apply. Additional Benefits RIDER # 1 & 2 available. Cancellation & Interruption Sum Insured Per Person Before Departure $ ,000* After Departure Trip Duration/Premium per Person (Premiums taxable at 8% when sold to Ontario residents. Premiums taxable at 15% when sold to ewfoundland and Labrador residents.) Add to the $5,000 premium, the amount specified below PER $100 sum insured over $5, * If the sum insured is over $12,000 per person, please refer to Coverage for trips over $12,000 on page