CS UPSKILL DAY 1

Select the reasons why can waive the admin fee (multiple answers)

• After amending one policy and you need to amend another on the same call

• f an amendment has already been made within 48 hours

• To avoid a complaint after attempting to charge the AF

• Correcting an agent error

• Cancelling a policy due to the customer not wanting to travel anymore

When do we leave a note on the policy?

• After every call

• Only if we want

• Only if a customer requests

• After every amendment

Which of these amendments can be completed by a customer on their MyAccount?

• Cover upgrade, adding on a surgery, email address, dates

• Destination changes, adding on or rescreening a condition, email address

• Email address, undiagnosed, cover upgrade, adding a surgery

• Cancelling a policy, email address, adding on ACO

The admin fee on my staysure is ​ (a)  

• £0

• £2.50

• £10

• £25

• £15

How would you authorise a non traveller to be able to discuss the policy?

• PH has to call up and give full name and title, agent is required to leave a note on policy

• PH calls up and gives verbal authorisation and agent doesn't leave a note

• Non Traveller calls and tells us they have been given permission

• TL allows you to talk to that person

If there is a DPA breach where do you send this?

• CS Support

• QA

• ADHOCS

• TL

What does DSAR stand for? ​ (a)  

• Data Subject Access Request
• Data Subject Automatic Request
• Data Subject Act Request
• Data Summary Access Request

What does a DSAR entitle the customer to?

• Call Notes

• Policy Documents

• Calls

• Stored Information

• Terms and Conditions

What would you do if a customer wants to make a claim?

• Tell the customer to handle it themselves

• Direct them to the Staysure website or their MYSS account

• Ignore the request

• Email info@staysure and then we can send the claims number

What documents do we require when a PH has passed away?

• Birth certificate and death certificate

• Death Certificate and Executor of the Will

• Validation Certificate and Executor of the Will

• Marriage Certificate, Birth Certificate and Death Certificate