Madison April 20, 2015 Phase 1 & Contingent Assessment
Assessment to be completed following Contingent/Phase 1 classroom training.
- 1.
Money held in not allocated..
- A.
Is already subtracted from the adjusted minimum due.
- B.
Is already subtracted from the amounts on the cancel letter.
- C.
Is the amount owed for fees.
Correct Answer
A. Is already subtracted from the adjusted minimum due.Explanation
The correct answer is "is already subtracted from the adjusted minimum due." This means that the money held in not allocated has already been deducted from the minimum amount that needs to be paid. Therefore, the adjusted minimum due already takes into account the money that is not allocated.Rate this question:
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- 2.
View Account Amounts Due does shows you the..
- A.
Monthly premium breakdown for all policies on the account.
- B.
Policy out of force date.
- C.
Adjusted minimum due.
Correct Answer
C. Adjusted minimum due.Explanation
"View Account Amounts Due" refers to a feature or option that allows users to see the adjusted minimum amount that is due for their account. This could be the minimum payment required for a specific period or the revised minimum payment after any adjustments or changes have been made. It does not provide information about the monthly premium breakdown for policies or the policy out of force date.Rate this question:
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- 3.
Minnesota property non pay cancel letters..
- A.
Give 15 days notice
- B.
Request 3 months of premium.
- C.
Need to be paid by credit card.
Correct Answer
B. Request 3 months of premium.Explanation
The correct answer is "request 3 months of premium." This means that in order to avoid property non-payment cancellation, the policyholder needs to request payment for three months' worth of premiums. This suggests that the insurance company requires a larger upfront payment to ensure coverage and prevent any potential cancellation due to non-payment.Rate this question:
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- 4.
Arizona boat cancel letters..
- A.
Are effective the date they are mailed, which includes the 7 day grace period.
- B.
Ask for three months premium.
- C.
Do not include an amount due.
Correct Answer
A. Are effective the date they are mailed, which includes the 7 day grace period.Explanation
The explanation for the given correct answer is that in Arizona, boat cancel letters are considered effective from the date they are mailed. This means that if a cancel letter is sent, the cancellation of the boat's insurance coverage will be effective from the date the letter was mailed. Additionally, the cancellation includes a 7 day grace period, which means that the coverage will continue for 7 more days after the date of the letter. The cancel letters do not mention any specific amount due for the cancellation.Rate this question:
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- 5.
Policy number 12BG-3337-01-38-PH04 is what type of policy?
- A.
Boat
- B.
Renters
- C.
Condo
Correct Answer
B. RentersExplanation
The policy number 12BG-3337-01-38-PH04 indicates that it is a renters policy. The specific format of the policy number suggests that it is associated with a renters insurance policy rather than a boat or condo policy.Rate this question:
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- 6.
Policy number 02XB-3829-01 is what type of policy?
- A.
Umbrella
- B.
Life
- C.
Commercial Farm Ranch
Correct Answer
C. Commercial Farm RanchExplanation
The policy number 02XB-3829-01 is classified as a Commercial Farm Ranch policy.Rate this question:
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- 7.
Which of the following is a true statement?
- A.
I can accept a payment for a modal premium on an Advance account.
- B.
I need to connect the caller to someone trained in Advance if the caller wants to make a payment.
- C.
Payments for Advance accounts can be done by automatic deduction only.
Correct Answer
A. I can accept a payment for a modal premium on an Advance account.Explanation
The correct answer is "I can accept a payment for a modal premium on an Advance account." This statement implies that the speaker has the authority and capability to accept a payment for a modal premium on an Advance account. It suggests that the speaker is knowledgeable about the payment process and is able to assist customers who want to make such payments.Rate this question:
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- 8.
When should the confirm caller be done?
- A.
After the call ends, you should select 'confirm caller' .
- B.
You should select 'confirm caller' directly after verifying the caller's information.
- C.
You should select 'confirm caller' when wrap up code box is displayed.
Correct Answer
B. You should select 'confirm caller' directly after verifying the caller's information.Explanation
After verifying the caller's information, it is necessary to select 'confirm caller' immediately. This step ensures that the caller's information is validated and confirmed before proceeding further. Waiting until the call ends or when the wrap-up code box is displayed may cause delays or potential errors in the confirmation process. Therefore, selecting 'confirm caller' directly after verifying the caller's information is the most appropriate timing.Rate this question:
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- 9.
Which of these items is never found in Apex?
- A.
Term premium
- B.
Coverage Summary letters
- C.
Debit/credit card information
Correct Answer
C. Debit/credit card informationExplanation
Apex is a term used to refer to a programming language and platform used for developing enterprise software applications. It is primarily used for building applications on the Salesforce platform. In this context, Apex does not handle or store debit/credit card information as it is not designed to handle financial transactions or sensitive payment information. Therefore, debit/credit card information is never found in Apex.Rate this question:
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- 10.
Name the option used to access mainframe for a property policy.
- A.
Option 74
- B.
Option 12
- C.
Option 44
Correct Answer
C. Option 44Explanation
Option 44 is the correct answer because it is the option used to access the mainframe for a property policy.Rate this question:
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- 11.
Name the option used to access mainframe for an auto policy.
- A.
Option 32
- B.
Option 74
- C.
Option 02
Correct Answer
B. Option 74Explanation
Option 74 is the correct answer because it is the option used to access the mainframe for an auto policy. This option likely provides the necessary tools and interface to input and retrieve information related to auto policies on the mainframe system.Rate this question:
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- 12.
Handling fees can be removed..
- A.
If requested and no fees have been removed in the last 12 months.
- B.
Anytime you see one.
- C.
If requested and no fees have been removed in the last 6 months.
Correct Answer
A. If requested and no fees have been removed in the last 12 months.Explanation
The correct answer is "if requested and no fees have been removed in the last 12 months." This means that handling fees can be removed if the customer requests it and no fees have been removed in the last 12 months.Rate this question:
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- 13.
You can collect money to reissue..
- A.
A business policy cancelled 25 days ago for non-payment.
- B.
A boat policy cancelled 91 days ago for non-payment.
- C.
An auto policy cancelled 30 days ago for non-payment.
Correct Answer
C. An auto policy cancelled 30 days ago for non-payment.Explanation
The correct answer is an auto policy cancelled 30 days ago for non-payment. The reason for this is that the question states that you can collect money to reissue the policy. Since the auto policy was cancelled 30 days ago for non-payment, it implies that the policyholder has not paid their premium and the policy was cancelled as a result. Therefore, collecting the money would allow for the policy to be reissued.Rate this question:
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- 14.
Which of the following statements is true regarding accepting money for policies cancelled for insufficient funds (NSF)?
- A.
The U356 letter amount includes the $25.00 RBI fee.
- B.
The U356 letter offers the option to reinstate/reissue.
- C.
The U356-2 letter is only sent in the state of Georgia.
Correct Answer
B. The U356 letter offers the option to reinstate/reissue.Explanation
The correct answer is that the U356 letter offers the option to reinstate/reissue. This means that if a policy is cancelled due to insufficient funds, the U356 letter provides the policyholder with the opportunity to reinstate or reissue the policy. This suggests that the insurance company is willing to work with the policyholder to resolve the issue and continue the coverage.Rate this question:
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- 15.
During business hours, requests to reissue policies in which states should be referred to the agent or PS&S?
- A.
Arizona, Nevada, Utah, Washington & Georgia
- B.
Idaho, Nevada, Utah, Washington & Georgia
- C.
Idaho, Nevada, Utah, Washington & Minnesota
Correct Answer
B. Idaho, Nevada, Utah, Washington & GeorgiaExplanation
Requests to reissue policies in the states of Idaho, Nevada, Utah, Washington, and Georgia should be referred to the agent or PS&S.Rate this question:
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- 16.
Identity Manager is used to..
- A.
Unlock a locked account.
- B.
Unregister an account from online billing.
- C.
Look up a new agent for a customer.
Correct Answer
A. Unlock a locked account.Explanation
Identity Manager is a tool used to manage user accounts and access privileges. One of its functionalities is to unlock a locked account. When a user's account is locked due to multiple failed login attempts or other security reasons, Identity Manager allows administrators to unlock the account and restore access for the user. This ensures that users are not permanently locked out of their accounts and can continue to use the system without any disruptions.Rate this question:
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- 17.
Which of these online billing activities can you complete for a customer?
- A.
Register an account
- B.
Unregister an account
- C.
Set up a payment method
Correct Answer
B. Unregister an accountExplanation
You can complete the online billing activity of unregistering an account for a customer. This means that you can remove their account from the billing system, potentially canceling any recurring payments or subscriptions associated with it. This can be useful if a customer no longer wishes to use the service or if there are any issues with their account that cannot be resolved.Rate this question:
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- 18.
Apex documentation should include..
- A.
Contact's name, billing account number & explanation of call including any action taken
- B.
The billing account number, the reason an action was taken and debit/credit card information.
- C.
The fact that you provided the insured with proof of insurance, the billing account number and the caller's name.
Correct Answer
A. Contact's name, billing account number & explanation of call including any action takenExplanation
The correct answer is contact's name, billing account number & explanation of call including any action taken. This information is crucial for documenting interactions with customers. The contact's name helps in identifying the person involved in the call, the billing account number is necessary for tracking and referencing the customer's account, and the explanation of the call including any action taken provides a record of the conversation and any steps or resolutions that were implemented.Rate this question:
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- 19.
Which of the following is a false statement?
- A.
I can provide proof of insurance for a personal or commercial farm ranch policy.
- B.
When sending proof of insurance via email, the email disclaimer must be read.
- C.
A coverage summary letter will include proof of insurance cards.
Correct Answer
A. I can provide proof of insurance for a personal or commercial farm ranch policy.Explanation
The statement "I can provide proof of insurance for a personal or commercial farm ranch policy" is false because the speaker is stating that they can provide proof of insurance for a specific type of policy, but it is not possible for them to do so.Rate this question:
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- 20.
Life regular payments can be accepted by ..
- A.
Checking or savings.
- B.
The agent only.
- C.
Debit/credit card.
Correct Answer
C. Debit/credit card.Explanation
Life regular payments can be accepted by debit/credit card because debit and credit cards are commonly used for making regular payments. They provide a convenient and secure way to make payments on a regular basis. Additionally, debit and credit cards offer features such as automatic payments and recurring billing, which make them suitable for accepting regular payments for life insurance.Rate this question:
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- 21.
Which of these people can make a payment to reissue a policy?
- A.
Named Insured
- B.
Accountholder
- C.
Operator
Correct Answer
A. Named InsuredExplanation
The named insured is the person who has been specifically identified and named on an insurance policy. This individual is typically the policyholder and has the authority to make payments and make changes to the policy, including reissuing it. Therefore, the named insured is the correct person who can make a payment to reissue a policy.Rate this question:
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- 22.
I can assist a customer to 'Find an Agent' in their area on amfam.com using all items except..
- A.
Customer address
- B.
Policy number
- C.
Zip code
Correct Answer
B. Policy numberExplanation
The correct answer is "Policy number". The policy number is not required to assist a customer in finding an agent on amfam.com. The customer's address and zip code are necessary to locate agents in their area.Rate this question:
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- 23.
If the full balance is paid on an active billing account, which billing center screen would provide the expiration date the policy is paid to?
- A.
View Account Amounts Due
- B.
View Billing History
- C.
View Billing Summary
Correct Answer
C. View Billing SummaryExplanation
The View Billing Summary screen would provide the expiration date the policy is paid to if the full balance is paid on an active billing account. This screen typically provides a summary of the billing details, including the payment status and dates. Therefore, it would logically display the expiration date of the policy once it is fully paid.Rate this question:
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- 24.
If someone who is not listed on the account calls in to make a payment, which of these items are you allowed to provide?
- A.
Minimum due
- B.
Account status
- C.
Amount due for next statement
- D.
Option 4
Correct Answer
A. Minimum dueExplanation
If someone who is not listed on the account calls in to make a payment, you are allowed to provide the minimum due. This information is typically shared with the account holder to inform them of the minimum amount they need to pay in order to avoid late fees or penalties. It is a crucial piece of information for making a payment and ensuring the account remains in good standing.Rate this question:
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- 25.
When verifying the identity of a customer, they must provide their name, full address and..
- A.
Telephone number
- B.
Date of birth
- C.
Last 4 digits of their social security number
Correct Answer
B. Date of birthExplanation
When verifying the identity of a customer, they must provide their name, full address, and date of birth. This is because the combination of these three pieces of information helps to uniquely identify an individual. While a telephone number can change and the last 4 digits of a social security number may not be enough to confirm identity, the date of birth remains constant and is a reliable piece of information to verify someone's identity.Rate this question:
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- 26.
In what situation is it acceptable to edit an address in APEX?
- A.
Any situation
- B.
Only when there is a typographical error in the current address
- C.
When the customer is switching from a street address to a PO Box
Correct Answer
B. Only when there is a typographical error in the current addressExplanation
It is only acceptable to edit an address in APEX when there is a typographical error in the current address. This means that if there is a mistake in the entered address, it can be corrected. However, it is not acceptable to edit an address in other situations such as when a customer is switching from a street address to a PO Box.Rate this question:
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- 27.
After adding a new address in APEX, the customer advises you that their billing statemnts need to be sent to the new address. How will you ensure that their billing accounts also reflect the new address?
- A.
Right click on the new address in APEX and select "Change Billing & Policy Address To" & send Customer Follow-up eform to the agent
- B.
Tell the customer to call their agent
- C.
No additional steps are needed. The address will automatically update the billing accounts.
- D.
Option 4
Correct Answer
A. Right click on the new address in APEX and select "Change Billing & Policy Address To" & send Customer Follow-up eform to the agentExplanation
To ensure that the customer's billing accounts reflect the new address, you need to right click on the new address in APEX and select "Change Billing & Policy Address To." Additionally, you should send a Customer Follow-up eform to the agent. This will update the billing accounts with the new address information.Rate this question:
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- 28.
In which situation would you want to notify the customer's agent of a new address via the Customer Follow Up eform?
- A.
Never. As long as the new address is in APEX, no further action is needed.
- B.
Only when the customer is moving out of state.
- C.
Always. The agent may need to update policy information.
Correct Answer
C. Always. The agent may need to update policy information.Explanation
The correct answer is "Always. The agent may need to update policy information." This is because notifying the customer's agent of a new address via the Customer Follow Up eform is necessary in order to update policy information. Even if the new address is already in APEX, it is important to inform the agent so that they can make any necessary updates or changes to the policy.Rate this question:
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- 29.
You are adding a Journal note in APEX for a household that consists of John Customer and Mary Customer. What action will you take to ensure the note you are adding is visibile in the Journal section of both household members?
- A.
While entering the Journal note, click on the customer name within the 'Add Note' box and select the additional names(s) you wish to associate the note with.
- B.
Enter the Journal note at the Household level
- C.
No additional steps are needed because Journal notes are always viewable under all household names.
Correct Answer
A. While entering the Journal note, click on the customer name within the 'Add Note' box and select the additional names(s) you wish to associate the note with.Explanation
To ensure that the note is visible in the Journal section of both household members, you need to click on the customer name within the 'Add Note' box while entering the Journal note and select the additional name(s) you wish to associate the note with. This will associate the note with both John Customer and Mary Customer, making it visible to both of them in the Journal section.Rate this question:
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- 30.
After taking a payment, the customer requests to be connected to their claims adjuster. However, they don't have the adjuster's name. What steps will you take to connect them with their adjuster?
- A.
Connect wthe customer with a Billing Rep
- B.
Advise the customer to call back when they have the adjuster's name and extension
- C.
From the Insurance tab in APEX, click on Claims to locate the adjuster's User ID and perform a People Search on Compass.
Correct Answer
C. From the Insurance tab in APEX, click on Claims to locate the adjuster's User ID and perform a People Search on Compass.Explanation
To connect the customer with their claims adjuster, you should go to the Insurance tab in APEX and click on Claims. From there, you can locate the adjuster's User ID. After that, perform a People Search on Compass to find the contact information for the adjuster. This will allow you to connect the customer with their adjuster.Rate this question:
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- 31.
A customer enrolling in My Account wishes to receive their PIN via email. How will you handle their request?
- A.
Advise the caller that receiving the PIN via email is not an option.
- B.
Verify the email information in the Details tab of APEX is correct or add the email address if necessary.
- C.
Send a Customer Follow Up eform to their agent with the email address information.
Correct Answer
B. Verify the email information in the Details tab of APEX is correct or add the email address if necessary.Explanation
The correct answer is to verify the email information in the Details tab of APEX is correct or add the email address if necessary. This is the appropriate action to take in order to handle the customer's request of receiving their PIN via email. By checking the email information in the APEX system, the agent can ensure that the correct email address is on file and make any necessary updates if needed. This will allow the customer to receive their PIN via email as requested.Rate this question:
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