Review 101

These are the request requirements for Beneficiary change, except ONE.

• Attachments

• Signature/Date

• Policy Number

• Genworth Form

Answer explanation

Request Requirements for Beneficiary Change:

Genworth Form

Signature/Date

Attachments

A perception by the customer that a promise or commitment has been broken.

• Escalation

• Problem

• Complaint

A request where the customer is demanding to speak to someone with higher authority.

• Complaint

• Escalation

• Problem

Which of the following is NOT a buzzword in a verbal complaint?

• Scam

• Misled

• Defamation

• Theft

If a customer refuses to follow the escalation path, what should you do?

• Transfer to a Supervisor/Manager

• Encourage customer to put his concern in writing

• Disconnect the call

• Transfer to the Office of the president

Answer explanation

If the call meets the complaint definition and the customer refuses to follow the escalation path, encourage him/her to put his/her concern in writing and send to the Consumer Affairs.

In Verbal escalation, who takes the 2nd touch if the customer's inquiry or question has been answered using all available resources, but still refuses?

• Manager/Senior Manager

• Office of Consumer Affairs

• Problem Resolution Team/Escalation Rep

Correspondence acknowledging an executive complaint would come from:

• The Problem Resolution Team

• Office of the President

• Office of Consumer Affairs

The beneficiary change form should be dated within:

• 12 months

• 2 months

• 6 months

• 3 months

True or False. We can still process a beneficiary change if the account is on grace period.

• True

• False

Answer explanation

True. But we will add an optional confirmation wording on the confirmation letter.

Which page on Cyberlife can we check if the PO provided an authorization over the phone or submitted a written authorization letter?

• UNYR

• U1NP

• 62D3

• 62D1