LLQP Accident & Sickness · Component 4.1 · 10% of the exam
A client wants to cancel his DI policy because he has 'never used it'. The agent should:
- ACancel immediately, since the client's instruction is clear and the decision is entirely his own to make
- Review the need, explain the consequences and offer alternatives; if he still wishes, process and document
- CRefuse to cancel, since the needs analysis on file shows the coverage is still required
- DIgnore the request, since clients who have never claimed often change their minds before renewal
Correct answer: B) Review the need, explain the consequences and offer alternatives; if he still wishes, process and document
Termination requests deserve a needs conversation, not just processing. The client decides; the agent informs and documents.
Why the other options are wrong
- AA needs review comes first; processing without one fails the client.
- CThe client may cancel.
- DThe request must be handled.
Exam tip
Cancellation: review need, explain consequences, offer alternatives, document.
Common mistake
Processing a cancellation without a conversation.
What this tests
CISRO competency component 4.1 — Provide customer service during the validity period of the coverage — which is weighted at 10% of the Accident & Sickness module. Written against the published curriculum.
More from component 4
- The agent's role in the claims process is to:
- A client with a non-cancellable DI policy stops paying premiums after a dispute with the insurer about a claim. The agent should warn that:
- When a client moves to another province, the agent should:
- A client asks to reduce the waiting period on his in-force disability policy. The agent should explain that the change:
- A client's disability policy lapsed six weeks ago for non-payment. The agent should:
- A client on claim asks whether she must keep paying premiums. The accurate answer depends on:
Practice the whole Accident & Sickness module
Timed sets weighted like the exam, and review of every question you miss. Free to start.