When is it permissible to disclose deductible information to the customer?

• A. When scripted
• B. Always
• C. Immediately upon request
• D. Never

Answer: (A)

Disclose deductible details only when the script directs you to do so. The script provides the approved wording and timing for sharing this information, ensuring accuracy, consistency, and compliance with insurer guidelines and privacy rules. Following it helps prevent miscommunication and protects both the customer and the company from sharing too much or incorrect details. If a customer asks for deductible information outside the script, rely on the scripted process rather than improvising.