Wapp Process Knowledge Check

On what occasion would we process amendments or make changes on behalf of the customer?

• Any occasion! We are here to help.

• Only when there are technical difficulties with Wapp.

• If the customer is vulnerable.

• If the customer is vulnerable and if there are technical difficulties with Wapp.

Customer interactions will mostly be received _________.

​ ​ (a)   is the name of our Telephony system.

• Ice Bar
• Zendesk
• Wapp Hub
• Microsoft Teams

Zendesk is the system used to...

• monitor & manage customer interactions featuring a knowledge base tool 'Ask Einstein'.

• view policies.

• view and manage customers policies.

• make and receive phone calls.

Match the following Zendesk status' to the correct description.

• Internal information is pending to enable us to respond.

• New Interaction

• We have replied to a customer interaction and are awaiting their response.

• Pending

• An interaction yet to be viewed by a member of the team.

• On-hold.

• A customer has replied to an earlier correspondence from us.

• Open

​ (a)   can make amendments to policies.

• Only the policy holder
• The policy holder and authorised third parties
• Anyone who completes DPA
• Any named traveller

The customers device ​ (a)   connected to the internet whilst On-Trip amendments are made.

• must be
• does not need to be
• can be
• should not
• should not be

Price changes are to be advised ​ (a)  

• always.
• occasionally.
• if the customer wishes to know.
• under no circumstances.
• if queried.

Which of the following policy holder details can be amended whilst on-trip?

• Primary and secondary telephone numbers.

• Policy holders name.

• Secondary contact telephone number only.

• Email address only.

• Email and residential address.

To identify you're speaking with the policy holder, you must complete DPA ​ (a)  

• always.
• for the first interaction only.
• if you've never spoken to them before.