I tell them when they get on the phone, the answers to the health questions are "yes" or "no", there is no in between. I also give them an example. Hopefully I can come up with an example from their own health history. "For example Ms. Jones, you had a mild heart attack 10 years ago. If they ask you if you've had a heart attack in the last 5 years, your answer is no since they aren't asking you about 10 years ago." I've never had a problem with a client answering correctly that I can recall, once I learned to train them before getting on the phone.