2012 Bb 14
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- 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.”
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