2012 Bb #26

5 Questions

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Questions and Answers
  • 1. 
    When should a CSR provide claims associates phone number to the caller?
    • A. 

      We only give out claims associates phone number when speaking to the first named insured

    • B. 

      We don’t give out claims associates phone number

    • C. 

      Before ending the customer interaction with the caller

    • D. 

      None of the above

  • 2. 
    • A. 

      This will ensure the caller will be able to reach that department directly in case of disconnection or follow up calls

    • B. 

      Because those calls can only be directed through the Claims Call Center

    • C. 

      We don’t warm transfer to other departments, the caller will need to disconnect and call the department back directly

    • D. 

      All of the above

  • 3. 
    If you receive a call from a customer who wants to report a Harleysville flood claim how should you proceed?
    • A. 

      Transfer the caller to the Harleysville Central Claim Unit

    • B. 

      File the flood claim in the NFS system

    • C. 

      Fill out a webform and transfer to the Harleysville Central Claim Unit

    • D. 

      Tranfer the caller to the commercial unit

  • 4. 
    • A. 

      1-6

    • B. 

      5-10

    • C. 

      15-20

    • D. 

      11-14

  • 5. 
    • A. 

      800-421-3535

    • B. 

      800-879-5521

    • C. 

      800-893-4477

    • D. 

      800-892-8877