Insurance Claim
Phone message: Welcome to Southern Cross Insurance. Please be aware that your call will be recorded. For travel insurance press 1…
Ellen: Good morning, this is Southern Cross, you’re speaking with Ellen.
Natalia: Hi there, I’m an international student – I’m studying at St George Institute of Learning, and I’ve got insurance with Southern Cross. I’ve been really sick - I had to have my appendix out – and I need to make a claim for my medical costs. I’ve been charged for the doctor, the ambulance, the operation…
Ellen: Do you have your policy number there?
Natalia: I do, it’s 11-37-879.
Ellen: Great – and your full name and date of birth thanks.
Natalia: Natalia Maria Rathdowne, March 24 th 1982.
Ellen: Thanks. And just for ID purposes, can I have your address too?
Natalia: 148 Bannerman Road, Western Springs, Auckland.
Ellen: Cheers. Ok, we’ll send you out a form to fill out – you need to list all of your medical expenses on this. You also need to give us proof of all these expenses – like receipts.
Natalia: I don’t have a receipt for the doctor – my friend took me to the after-hours clinic at St Lukes and they sent me off to hospital because my appendix was about to burst. It all happened so fast – I didn’t even think to get a receipt.
Ellen: Don’t worry, just ring the clinic and they’ll be able to print you a copy of your receipt. Make sure you get this before you send off your form though – we need to see proof of all your expenses. Do you have proof of the cost of the ambulance and the surgery?
Natalia: I do. Ok, well I’ll get the copy of that receipt from the doctor, and send it all off when the form arrives.
Ellen: Great. So are you feeling better now?
Natalia: I’m fine now, thanks. It’s just a bit scary when something like this happens – especially so far away from home. And then getting these huge bills…
Ellen: Well I’m glad you’re feeling better. Send the form back with your receipts and we’ll take it from there. Is there anything else I can help you with today?
Natalia: No that’s all. Thanks for your help.
Ellen: No worries. Thank you for calling Southern Cross; you have a good day.
Glossary
Have my appendix out - The appendix is a small organ in the abdomen. Sometimes it can become infected, and if this happens it usually has to be surgically removed in case it bursts. So when Sunny said “I had to have my appendix out,” she meant that she had to have surgery to remove her appendix because it was infected.
Policy number This is the number that identifies your insurance policy, so that if you have a question about your policy, for example, a staff member at the insurance company will be able to find the details of your policy quickly. You should be able to find your policy number on letters that you receive from your insurance company.
Great
If something is great it is wonderful, fantastic, excellent – or sometimes very big (like a “great big mountain”) but here it is being used to mean ok, or thanks.
For ID purposes
ID is short for “identification”. “For ID purposes” means “for identification purposes” or “so that I can identify you”. Ellen needs Natalia’s address so she can see if it matches the address in her system, to make sure that she is talking to the right person. Sometimes you need to show ID to do things that require you to be over a certain age. So if you are buying alcohol, you might be asked to show ID to prove that you are over 18. In this situation you could show your passport, a New Zealand driver licence if you have one, or an 18+ card (a card you can get from the Hospitality Association of New Zealand [HANZ] to prove that you are over 18). These are the only forms of ID that are accepted for buying alcohol in New Zealand. Or, if you go to a movie that requires you to be over 18 to see it you might be asked to show ID.
Cheers Cheers is an informal way of saying thank you.
Eg. Sonia: You look nice today Tanya.
Tanya: Cheers.
After-hours clinic A medical centre that is open longer hours than a regular doctor. Doctors’ surgeries are usually just open normal office hours (Monday to Friday, 9-5/5.30) so if you get sick or have an accident outside these hours, you might need to go to an after-hours clinic.
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