Bereavement, POA, LOA 2024

What is the most important skill to demonstrate when dealing with a bereavement call?

• Speed

• Empathy and compassion

• Technical knowledge

• Assertiveness

When a customer calls to inform us of a death, which of the following should you NOT do?

• Rush the caller to make decisions quickly

• Call the deceased by name

• Offer condolences

• Listen actively

How long does probate typically take?

• 3-6 months

• 12-18 months

• 6-9 months

• 1-2 years

What should you do if a Direct Debit is in the name of the deceased and needs to be canceled?

• Just cancel the Direct Debit without informing the customer

• Leave the Direct Debit in place and move on to other tasks

• Transfer the call to the Bereavement Team immediately

• Cancel the Direct Debit and inform the customer that they will receive a letter in the deceased's name

What is the main purpose of the Life Ledger service?

• To process the deceased person’s probate application

• To update all account information for a deceased customer

• To transfer calls to the Bereavement Team

• To help families inform multiple organisations about the death of a loved one at once

Which of the following is the correct procedure for transferring a bereavement call to the Bereavement Team?

• Pass the call directly to the Bereavement Team without any information

• Warm transfer with the customer’s details, including the relation to the deceased and account number

• Hang up and ask the customer to call back later

• Provide the customer with the Bereavement Team's contact number and end the call

What should you do if you receive an email about a customer’s passing from a family member or friend?

• Respond to the email with condolences

• Ignore the email until you have more information

• Ask the sender to call the Bereavement Team directly

• Forward the email to the Bereavement Team without responding

What should you do if you receive a webchat about a bereavement?

• Provide a link to Life Ledger and ask them to submit their details online

• Ignore the webchat and wait for the customer to call

• Handle the entire bereavement process yourself without involving other teams

• Immediately transfer the webchat to the Bereavement Team

What is the primary role of someone with Power of Attorney (POA)?

• To make financial decisions on behalf of the account holder

• To manage medical care decisions for the account holder

• To make decisions about the account holder's energy supplier

• To help manage the account holder’s daily routine

Which of the following documents must be sent in to validate a Power of Attorney?

• A photocopy of the first page of the document

• Only a signed letter from the POA

• A certified copy of the entire POA document, including all signature pages

• An email from the account holder