2012 Bb #27

5 Questions

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Questions and Answers
  • 1. 
    What are the benefits of accurately documenting phone numbers on a claim?   
    • A. 

      Provides the claim associate with the multiple ways to reach all parties involved in the claim

    • B. 

      Helps the claims associate achieve same day contact

    • C. 

      Helps the claims associate know where they are calling and how to address the person correctly and makes it easier for the associate to get PH in touch with their preferred repair shops.

    • D. 

      All of the above

  • 2. 
    What should a CSR do when gathering pertinent party phone numbers?
    • A. 

      Ask for various phone number instead of asking for ‘best’ contact number

    • B. 

      When multiple numbers are provided document in the appropriate fields

    • C. 

      Ask which number is the best contact after the phone number(s) have been gathered.

    • D. 

      All of the above

  • 3. 
    When a prefilled phone number cannot be verified, how should you proceed? 
    • A. 

      Leave the phone number, add a note in the claim the number was not verified with caller

    • B. 

      Delete the phone number and add a note in the claim prefilled number was deleted because it could not be verified

    • C. 

      Leave the phone number and continue with the claim

    • D. 

      None of the above

  • 4. 
    When the policyholder has a specific body shop or contractor in mind what contact information should be gathered?
    • A. 

      Name of shop or contactor

    • B. 

      Phone numbers

    • C. 

      Address (physical and email)

    • D. 

      All of the above

  • 5. 
    Which IVR prompts have been changed to better serve our customers?
    • A. 

      Nationwide Agribusiness

    • B. 

      Titan

    • C. 

      Scottsdale Service Center

    • D. 

      Allied Service Center