Status Calls Assessment - English

When a T-Mobile customer calls back to check the status of their claim, what security information do we need the customer to validate?

• Passcode

• Assurant Verification Code

• Last 4 of SSN and the Coverage Details billing address

• One of the above

When you receive a status call, what information can be used to assist with resolving the customer’s issue?

• Open Issues along with the information provided by the customer

• Open issues and the notes already in the claim

• Notes in the claim, open issues and the information provided by the customer

• Notes in the claim along with the information provided by the customer

• Open issues along with the information provided by the customer

For status calls, what section of the Search screen will display any “Open” or “Pending” claims?

• Existing Callers

• Existing Claims

• The Search screen does not show this information

• Existing IVR Claim

A customer is calling back to request tracking information on an Authorized claim. How can you get the tracking information on the phone we shipped out?

• The Escalation queue

• cWork

• Tracking button on the Authorization screen in ePrism

• Oracle

Where can you look to find out if we received a customer’s defective unit back at cWork?

• Warehouse button on the Authorization screen

• Claim Issues screen

• Tracking button on the Authorization screen

• Claim notes

If the customer is calling back to cancel an existing claim, what caller log reason should you select when exiting the claim?

• Claims Status – Canceling a Claim

• Claims Status – Papaerwork Status Inquiry

• Claims Status – Fee Deductible Inquiry

• Claims Status – Reopening a Claim

If a customer is calling back to check the status of a claim that required a Sworn Proof of Loss, what screen in ePrism would you go to see if it was received and/or processed?

• Search screen

• Fulfillment screen

• Aurhorization Summary screen

• Claim Issues screen

If a customer calls back after filing a Mechanical Breakdown claim earlier in the day to provide an incident because the store examined the phone and referred the customer to call us back, you should?

• Add the new information to the denied claim and leave the claim denied.

• Close the claim for wrong type of loss and open a new claim for accidental physical damaged.

• Call the Escalation queue

• Correct the description of loss and re-open the claim

If the FMiP tool does not display on your Claimed Equipment screen on a Physical Damage claim for an Apple device what should you do?

• Move forward to the Fulfillment screen without discussing FMiP

• Advise the customer to keep it off during the claim process.

• Advise the customer to disable FMiP before completing the claim

• Advise the caller to remove the claimed device from and FMiP application and hit refresh button.

What are you required to include in your notes for a status call?

• If the customer was satisfied with the outcome of their claim

• Why the customer called, what was done to assist the customer, and what the customer was advised

• The status of the claim

• Notes are never required on a status call