Legal Document
.
- 1.What information is important to document while filing a claim?
- A.
Specific questions/concerns the claims associate will need to address
- B.
Alternate contact person
- C.
Claimant Carrier details (name, claim number, phone number, address)
- D.
All of the above
- 2.Why is it important to document additional details in a claim?
- A.
The information gives the claims associate critical details to assist them in the claim handling process
- B.
The information is only used by the agent and underwriter
- C.
It is not important to document additional details in the claim
- D.
The information is only important when the caller states it is
- 3.What are some ways you can support your documentation skills?
- A.
Keep your notepad open on your computer and type notes throughout your conversation, then copy and paste the notes into the claim
- B.
Add notes into the Additional Notes for Claims Associate as soon as the information is shared by the caller
- C.
If additional information is given after a claim is submitted, send a CRM to the claims associate
- D.
All of the above
- 4.Which of the following actions are appropriate when documenting additional details?
- A.
Using proper spelling and proper capitalization when documenting proper nouns, such as a name
- B.
Prefacing a specific caller question for a claims associate with “Caller Question: “ in the witness/comments section
- C.
Accurately documenting the information shared by the caller
- D.
All of the above
- 5.What can you do to improve your technical score regarding documenting customer service needs?
- A.
Reading the Call Center Communications for success tips
- B.
Reviewing the Call Center Website and expanding your knowledge
- C.
Reviewing your quality evaluations and having a conversation with your supervisor
- D.
All of the above.
Back to top