NAATI CCL Mandarin Insurance & Claims Practice Dialogues — Worked Examples

Good afternoon. I'm calling about the car accident claim you submitted online yesterday.

好。事故两天前发生车不能开了。修理期间有代步车吗？

Your policy includes rental car cover. You're covered for up to eighty dollars a day for a maximum of fourteen days. You can go directly to an authorised rental company.

事故责任怎么划分？对方闯了红灯。

A police report and dashcam footage make it easier to establish fault. If the other party is at fault, their insurer covers your costs including repairs and the rental car.

有行车记录仪视频但还没拿到警察报告。

Police reports take two to four weeks. Meanwhile, back up your dashcam footage — save copies to your computer and email them to yourself as a backup.

如果车全损怎么办？

If repair cost exceeds the car's market value, it's classified as a total loss. You'd receive the market value minus the excess, and the car becomes the insurer's property.

伤的治疗费也赔吗？脖子疼。

Yes, your policy includes up to five thousand in personal injury cover. See a doctor and keep all receipts and medical reports. These are needed for the injury claim.

明天去看医生也把车送到修理厂。行车记录仪已备份。

Good morning. I'm the claims assessor. I'm here to inspect the storm damage you reported.

请进。树枝砸坏屋顶水进了屋里。客厅天花板和墙纸受损。

I'll photograph and document the extent of the damage. Was any furniture or electronics damaged?

沙发被水泡了不能用。电视也进水坏了。

Contents are covered under your contents insurance. Whether you receive the replacement value or a brand-new item depends on the type of policy. Do you have purchase receipts or credit card statements?

沙发三年前两千买的有收据。电视一年前一千五信用卡买的。

Your policy is a new-for-old type. That means you're paid the cost of replacing the item with an equivalent new one, not its current market value. That's very favourable for you.

免赔额多少？

The excess for storm damage is five hundred dollars. However, the roof, furniture, and television are separate claims. Total payout depends on individual item assessments.

修理要多久？

Roof repairs usually take one to two weeks, but after a major storm there's high demand. I'll prioritise an emergency tarp to prevent further water damage in the meantime.

请安排认证工人。想尽快开始修。下雨前至少先修屋顶。

Welcome. You're thinking about upgrading your health insurance. What prompted this?

妻子怀孕了发现现在的方案不保孕产和私立医院。

An important point — private hospital pregnancy cover usually has a twelve-month waiting period. That means even if you upgrade now, it may not apply to this pregnancy.

不知道这个。那公立医院分娩有保障吗？

Under Medicare, childbirth in a public hospital is fully covered. Even without private insurance, you'll receive good medical care. Private only adds a choice of doctor and room.

为将来怀孕升级值得吗？

If you're planning a private hospital birth in future, upgrading now starts the waiting period. Most insurers have a twelve-month wait for pregnancy-related claims.

Medicare返还是什么？

The government rebate covers part of your premium. The rate depends on your income and age. Lower income earners receive a higher rebate — up to about twenty-five per cent.

也想保牙科和眼科。

Dental and optical are included in extras cover. Bundling extras with hospital cover gives you a discount. Compare the annual limits and waiting periods to choose the best plan.

这次公立分娩以后升级。请出一个包含牙科和眼科的报价。

You're calling about a medical expenses claim from an overseas trip. Can I have your policy number?

很抱歉在巴厘岛食物中毒住了院。能说明情况确认保单号吗？

I'm sorry to hear that. Let me check your policy's medical cover limit. Your plan covers up to fifty thousand dollars in overseas medical expenses per trip.

在医院自己付了四千。能报销吗？

Yes, once you submit the receipts and medical records, you'll be reimbursed. For overseas emergency medical treatment, the excess often doesn't apply. Your policy waives the excess for emergency hospitalisation.

需要改签回程机票。改签费也报销吗？

If the flight was changed for medical reasons, the change fee and fare difference are covered. A medical certificate confirming you were unfit to fly is required.

怎么走理赔流程？

Complete the claim form online and upload the receipts, medical records, doctor's certificate, and flight change receipt. Once all documents are submitted, reimbursement usually takes ten to fifteen business days.

每次都要买旅行保险吗？年度方案更划算吗？

If you travel overseas more than twice a year, an annual plan is better value. A single-trip policy costs about a hundred and fifty, while an annual plan is around three hundred.

以后买年度方案。今天就在线提交这次的索赔材料。

Good afternoon. Your car insurance renewal is due next week. I'm calling to review the renewal details.

对三年了。但续保费好像比去年高。为什么？

Premiums are recalculated annually based on your car's market value, rising repair costs, changes in accident rates, and the risk profile of your address. This year, repair costs have risen across the board.

有办法降低保费吗？

There are several options. Increasing your excess lowers the premium. Raising it from five hundred to one thousand dollars saves about a hundred and fifty per year. There are also low-kilometre plans and dashcam discounts.

提高免赔额的风险是什么？

Higher excess means lower premium but more out of pocket at claim time. With a thousand-dollar excess, even a minor repair like a bumper costs you the full thousand first.

应该和其他保险公司比较吗？

Yes, I'd recommend comparing. Use comparison websites to get quotes from other companies, then come back and negotiate with us. Also check whether your long-term customer discount and no-claims bonus will carry over.

无索赔奖金是什么？

Your premium is discounted based on claim-free years. You've had three claim-free years, giving you a good discount. Making a claim would reset it to zero.

比较了再决定。请开无索赔奖金证明。

You're enquiring about life insurance. Can you tell me about your family situation and what you're looking to achieve?

妻子和刚出生的第一个孩子。万一我出事想保家人经济安全。

Excellent decision. There are several types — term life covers a set period, total and permanent disability, and trauma cover for critical illness. Which interests you most?

需要多少保额？怎么算？

A guide is to add up your mortgage, living costs until your child is independent, education costs, and any debts. For most young families, one to one and a half million is common.

月保费多少？

For someone in their early thirties, non-smoker, office job, one and a half million in term cover costs around sixty to eighty dollars per month. Premiums increase with age.

听说通过退休金的保险便宜。

Yes, premiums can be deducted from super so they don't affect take-home pay. However, this reduces your retirement savings over time. It's worth comparing both options.

受益人怎么指定？

You nominate the beneficiary when applying. Naming your spouse is most common. You can also name a trust for minor children so the payout is managed until they're adults.

我考虑结合定期和退休金保险。为了保护家人要做正确选择。

You've submitted an income protection claim for medical reasons. Can you tell me about the situation?

三个月前被诊断为严重抑郁症和焦虑症。精神科医生认为暂时不能工作。

Mental health conditions are covered by income protection insurance. Under your policy, after a thirty-day waiting period, you'll receive seventy-five per cent of your monthly salary for up to two years.

什么时候开始付？已经三个月没工作了。

Once approved, payments are backdated to day thirty-one. Since you've been off for two months, you'd receive a lump sum for the period after the waiting period.

能工作后就停付吗？想从兼职开始。

We support gradual return. If you return part-time, the policy pays the difference between your part-time income and your pre-disability income. This makes the transition easier.

需要什么材料？

You'll need a psychiatrist's diagnosis, treatment plan, certificate of incapacity, payslips showing lost income, and a letter from your employer confirming your absence.

精神健康理由会被拒赔吗？

Mental health claims aren't automatically rejected. However, pre-existing conditions at the time of taking out the policy must be disclosed. Non-disclosure could void the claim.

这周收集材料提交。感谢支持。