Week 3 Day 4 Quiz

If there was a medical issue at POS and you have been selected to rectify the error- what scripting must be read?

• You read health and medical declarations as well as changes to medical as it is an automatic pop up

• Changes to medical as it is a medical amendment

• Health and Medical Declerations

• 7 day Script

If a customers printer is not working stopping them from printing out their claims form- who do we email to send a claims form by post?

• ADHOCS

• CS-Support

• Team Leaders

• The receptionist

What does QA stand for?

• Quality Amendments

• Quality Assessment

• Quality Assurance

• Quality Aspiration

When do we need to read the 7 Day Script?

• When a customer calls up and they previously got a MTA quote from us 8 days ago

• Whenever we are making a medical amendment

• When a customer calls back to make a payment for a MTA quote or if you are calling back a customer to complete their amendment from a ergo respose

• We must always read the 7 day script when we are calling back our customers

How long do MTA quotes last for?

• MTA quote is deleted as soon as we leave the policy page

• Depends on the amendment the customer has requested

• 7 working days

• 7 days

Where can your customer go to make a claim? Select all that apply

• Staysure Website

• CS

• My Staysure

• FOS

In what scenario would you transfer a customer through to our claims department?

• If the customer is angry

• Never

• When a customer has previously made a complaint

• Elderly Customers

If we read the 7 day script do we still need to read this scriping...

'Are there any other changes we need to make to the policy today? Including changes to health?

• This does not need to be read unless your team leader tells you to

• Yes this bit of scripting has to be read on every amendment call otherwise the call is non compliant

• If the customer has told us that there is no changes that need to be made when we read the 7 day script this is NOT required

• Only if the customer declares that there is other changes they need to make on that call

Where can YOU download the claims form to help out customers? Select All That Apply

• Staysure Website

• Teams

• LMS

• My Staysure

• Policy Wording

Does the claims question have to be read on every single amendment call?

• No because when we make an outbound call to rectify an error we dont ask the claims question

• Yes for every amendment call except from when we are making a personal detail amendment

• Yes every single call will require us to read this out

• This is completely the agents choice