Optimum Wellness Plans Agreement Knowledge Check PDF

OPTIMUM WELLNESS PLANS® Agreement Knowledge Check 1. After a pet is signed up on an OWP; can we change the name of the owner? (Y/N) No, and in fact, even if there is no OWP involved, the client’s name on an account should not be changed. If ownership of a pet changes, a new record shoul...

OPTIMUM WELLNESS PLANS® Agreement Knowledge Check 1. After a pet is signed up on an OWP; can we change the name of the owner? (Y/N) No, and in fact, even if there is no OWP involved, the client’s name on an account should not be changed. If ownership of a pet changes, a new record should be created for the new owner and both the old and the new record should make note of the change in ownership and reference the other record. 2. What do we do if a pet is given to a new owner during the pet’s plan year? The agreement and goods and services provided under it are not transferrable to another pet or assignable to another person. Mark pet as “gave away” in P/P screen. Give owner OWP Relations # to discontinue OWP. When/if new owner comes in, we must have an authorization from the original owner to release medical records and the new owner will then need to start their own account under their name. The new record should include information so a hospital can find the old record as needed. 3. What does an owner need to do if they do not want their plan to renew? Once a client indicates that they wish to cancel their OWP, the hospital team has the first and best opportunity to try to retain clients. But, if after explaining and re-educating the client on the OWP benefits, the client still wishes to cancel, all cancellation requests are to be referred to the OWP Relations Team. 4. When can you add OWP options? As long as there is at least 60 days remaining on the plan and the option can be provided within the plan year. Example: an option with 12 single doses can only be added at the beginning of the plan because it needs 12 months to dispense. 5. When can you NEVER add OWP options? Less than 60 days remaining on the plan or there is not enough time to provide. Banfield Foundation and Banfield associate plans are not eligible for OWP options. 6. Can an owner receive services they did not use from their previous plan year? Services do NOT roll over and are unavailable past the year contract. 7. When and how often can an owner change their plan withdrawal date and/or payment information? They may change these preferences at any time. It is suggested to make changes at least 3 days prior to their banking date. Clients paying on or right before their banking date may be double billed. 8. What happens if we are unable to withdrawal monthly OWP payments? Account will go “on hold” and services will be unavailable until payments are received to re-activate the account An overdraft/reprocessing fee of $20.00 will be billed to Member for insufficient funds, over limit status or any other reason a payment is unable to be processed based on the account information supplied by Member. 9. When would a client have to pay an OWP membership fee more than once? Any time there is more than 90 days between active plans. Page 1 © 2023 Mars or Affiliates OPTIMUM WELLNESS PLANS® Agreement Knowledge Check 10. When should you change a pet’s home hospital? A home hospital may be changed if the client chooses to establish permanent primary care at another Banfield. You should change the home hospital before any plan changes are made. 11. Why should adult comprehensive exam visits usually be drop off visits? The OWP agreement indicates the comprehensive exams should generally be drop offs, and this is always recommended for healthy pets but client’s wishes should be honored. Clients may schedule regular appointments as requested. 12. How early can an owner renew their plan? Within 30 days of the OWP contract end date; this must be done at the hospital. 13. When would an owner have to pay to renew their plan early? When early renewal occurs, Member is responsible for any remaining payments for the current Plan Year. The new Plan Year will end on the 12-month anniversary of the early renewal date. 14. What can a client do if they want to cancel their plan before the expiration date? (3 options) 1. Immediately pay full retail fees for all services/products provided (with all discounts reversed as if the Plan had not been in effect for the Plan Year) to the extent such fees exceed the total of monthly payments received by Provider for the Plan Year; 2. Immediately pay the total remaining Plan Year monthly installments in full if less than the amount described in the previous paragraph 3. Continue making the monthly payments as they become due for the remaining term of the Plan Year then in effect. 15. Where can a client use their OWP discount? The discount percentage listed on the OWP agreement applies to most non-Plan services and products purchased from Provider for the pet named on the agreement during the term of this Agreement. The discount does not apply to any purchases made at PetSmart or to any training, boarding or grooming fees incurred at facilities owned and/or operated by PetSmart. 16. When is it not possible to remove an option from an OWP? Addition or removal of OWP Options during the Plan Year is subject to Provider approval; however, under no circumstances will OWP Options be added or removed during the final 60 days of a Plan Year or if the item(s) have already been consumed. 17. What fees may be associated with removing an OWP option? If a client wants to remove an option, used portions of the option must be paid in full. By authorizing the removal of the option, the cost associated will be listed under “due today”. By accepting the removal, the cost will be placed on the invoice and must be paid by owner at check out. Once accepted this CANNOT BE REVERSED. 18. If a client add an option after the effective date, how is the price of the option added to the plan? Over the course of the remaining payments. Page 2 © 2023 Mars or Affiliates OPTIMUM WELLNESS PLANS® Agreement Knowledge Check 19. What should you be sure to tell a client before upgrading their plan? Upgrades may be made at any time during a Plan Year and will end the existing Plan and create a new Plan at the new level chosen by Member. The new Plan will have a new Start Date and will be in effect for a new 12-month term, with automatic renewals on the anniversary of the new Start Date. 20. What fees are associated with downgrading an OWP? If Member downgrades the Plan before the end of the Plan year, Member shall be immediately obligated to pay the lesser of either the full retail fees for all services/products provided (with all discounts reversed as if the Plan had not been in effect for the Plan Year) or an amount equal to the sum of the total remaining Plan Year monthly installments. If no goods or services have been provided, Member may downgrade without making any payment. 21. It takes (at least) how long for an OWP on hold to go to collections and be cancelled? Once an OWP payment fails, the plan will be place in an “On Hold” status in PetWare. Banfield’s Client Financial Services Team will make every effort to contact our OWP clients, via phone calls and letters, in cases of failed payments. We will make numerous phone call attempts as well as send four letters to the client prior to sending the account to our third party collections agency. Client is generally called from one week past due through 120 days past due Client is sent a failed-payment letter at: 15 days past due 30 days past due 45 days past due 95 days past due Client’s plan is automatically sent to collections at 120 days if not resolved and still on hold due to non- payment. A 17.5% collections fee (where applicable) will be applied. 22. What impact does a cancelled/sent to collections OWP have on the client? If a plan is cancelled due to non-payment it negatively impacts their credit score. They will not be able to enroll that same pet until the collections is cured. They hospital may provide non-OWP services at full retail price. 23. If a client changes home hospitals what could happen to their monthly payment? If the home hospital changes, new OWP pricing will take effect upon renewal, upgrade or downgrade if the new home hospital is in a different price zone. 24. What should plan co-signers be aware of? Remember, the member and co-member must both be over the age of 18 and able to sign an agreement. Members and co-members are jointly and separately liable for all payments. 25. Do all owners/payees need to be present at OWP enrollment? Why? YES – Positive identification is required. Also, signed by 2 Co-Members, each Co-Member agrees that: (i) a single Co-Member may cancel, amend, supplement or modify this Agreement (including amendments that add or remove services) without the consent of the other Co-Member, and (ii) any such cancellation, amendment, supplement or modification shall apply equally to and be binding upon both Co-Members. Page 3 © 2023 Mars or Affiliates