2012 Bb 14

5 Questions

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2012 Bb 14

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Questions and Answers
  • 1. 
    When is it appropriate to provide deductible information to an insured?
    • A. 

      When the insured is using the Auto Repair Network

    • B. 

      Taking a Homeowner Claim

    • C. 

      When the insured is using other suppliers and services

    • D. 

      All of the above

  • 2. 
    Since the claims associate may not be able to immediately access the claim when a claim qualifies for a warm transfer, is it appropriate to provide the deductible amount to the insured prior to the transfer?
    • A. 

      No. The claims associate will discuss this with the insured

    • B. 

      Yes. It helps create a predictable journey in the claims process

    • C. 

      Only if the customer asks for it

    • D. 

      Only if the warm transfer is unsuccessful

  • 3. 
    Providing deductible information expectations are not met when….
    • A. 

      It was appropriate to provide the deductible and it was not

    • B. 

      Inaccurate deductible amounts were shared

    • C. 

      Insured states they have deductible information

    • D. 

      Both A and B

  • 4. 
    What is “U Rock’?
    • A. 

      New program that replaces “I Rock.”

    • B. 

      New program that applies to full-time csrs only

    • C. 

      New program initiated by QAs.

    • D. 

      All of the above

  • 5. 
    What are the changes to “I Rock”?
    • A. 

      Beginning May 1, 2012, this program will end

    • B. 

      Beginning May 1, 2012, both full-time and part-time csrs may submit only 1 call per month.

    • C. 

      Beginning May 1, 2012, full-time csrs may submit two calls a month and part-time csrs may submit 1 call a month.

    • D. 

      There are no changes to “I Rock.”