How a health insurance
live transfer works.

What a live transfer is

A live transfer is a phone call that changes hands. Our agent calls an Australian who already holds private health cover, asks a short set of questions, and if the answers fit your rules, brings your closer onto the call. The customer never hangs up and never waits for a call-back.

It is different from a lead in a spreadsheet. A lead is a name and a number, and somebody on your team still has to reach that person. A transfer is a conversation that has already started.

The four checks before the handover

You set the rules for what counts. Most health clients start with the same four checks.

• The person already holds private cover. Someone with a policy today can switch today.
• The cover level and needs are known: hospital, extras or both, and who is on the policy.
• The customer has said yes to a review this month.
• The call follows the script you approved and is checked by QA.

What the closer hears first

A good handover takes less than a minute. Our agent introduces your closer by name, repeats the customer's cover type and what they want changed, and confirms the customer is happy to continue. Then the agent leaves the call.

Your closer starts with the facts and does not have to ask the customer to repeat them. That first minute decides whether the customer stays on the line.

Where the lead agent stops

On a lead campaign our agents do not recommend a fund or a policy. They qualify and hand over. Comparing products and making the sale stay with your team. This line is written into the script, and QA checks calls against it.

If a customer asks which policy is better, the agent says a specialist will answer that and brings your closer on.

When transfers work best

Three dates shape the year. Premiums change on 1 April, so the weeks before it are the busiest. The Lifetime Health Cover deadline falls on 1 July after a person turns 31. And 30 June matters to higher earners without hospital cover because of the Medicare Levy Surcharge.

Transfers also depend on your closers being free. We agree a number per day with you and pace the calling to it. When your closers are busy, the agent books a call-back time and puts it in your CRM with the notes.

Questions to ask any provider

Whoever you buy transfers from, ask the same things.

• What exactly must be true before a call is transferred to us?
• How do you record that the customer agreed to the call and to the transfer?
• Who checks the calls, and when do we hear about a bad one?
• What happens to a transfer our closer says was not qualified?
• Have your agents sold health cover themselves, or only qualified for it?