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WorksheetsBarclays Claim Quiz
Total questions: 15
Worksheet time: 8mins
How long will it take for the customer to receive their replacement handset after it has been ordered?
within 1 working day
within 1-3 working days
within 1-5 working days
within 5-7 working days
What must the customer obtain from the police when making a theft claim?
Lost property number
Crime reference number
Their mobile number
A replacement phone
Who is covered under the Tech Pack Terms and Conditions?
Account holder, spouse/partner and also children under the age of 18 or 23 in full time education and are living at home outside of term time.
Account holder, spouse/partner and any children under the age of 18 living at the same address.
Account holder, spouse/partner and any family member living at the same address.
Account holder, spouse/partner only.
After you have taken full incident details and before you make a decision, what system must you check on every claim call you take?
Claims checker
Fast fire
Web admin tool
Resolution Tracker
You have a mobile phone claim that you are looking to accept. You have entered the claim number into the claims checker and it comes back as red, what action do you take?
Refer the claim. Advise the customer that proof of ownership/proof of usage is required. Leave the claim on hold 'awaiting further info'.
Decline the claim because it has come back as red.
Refer the claim to be picked up by the Claims Department. Leave the claim on 'assess claim'.
Refer the claim. Advise the customer that proof of ownership/proof of usage is required. Leave the claim on 'Assess Claim'.
You have offered the customer a choice of alternative mobile phones to fulfil their claim, they are going to contact us back when they studied the options. What action should you take?
Move the claim status to 'on hold'.
Transfer the call through to the claims assessment team.
Move the claim to 'on hold' and add notes detailing the alternative handsets to the customer and a summary of the conversation.
Leave the claim on 'resolutions allocation' and end the call appropriately.
When taking an excess payment, what information MUST you confirm with the customer?
The excess amount and confirm that the card is in their name.
That they have permission to use someone else's card.
They have enough funds in their account to pay the excess.
Just how much the excess is.
A customer calls to ask where they need to send their Proof of Purchase to.
info@lifestylegroup.co.uk
Assurant, Emerald Buildings, Westmere Dr, Crewe CW1 6UN
claimdocuments@Assurant.co.uk
dpd@assurant.com
What is the timescale for a customer to receive a cash settlement?
1-3 working days
1-5 weeks
1 year
1-5 working days
A customer is claiming on their iPhone and you need to order a replacement phone. What product code do you order from?
BARC
BEA
BER
PHO
A customer is claiming on their Samsung and you need to order a replacement. What product code do you order from?
BER
BARC, GRA, PRI
BER, GRA, PRI
BARC, GRA, BER
A customer called to say that they haven't received their phone. You check the DPD website and it shows that it has been signed for at the correct address by the customer. What should you do?
Email Andy Morris
Ring CIU and report it straight away
Email failed.deliveries@lifestylegroup.co.uk
Fill in the sharepoint
How many attempts will DPD make to deliver the handset before returning it to our warehouse?
1
5
2
10
When you have taken an excess fee, what must you leave in the note on the policy?
The amount
The bank account number
The customers name
Authorisation code
If the customer is paying their excess fee with someone else's bank card what must you do?
Ask if there is enough money on it
Ask for the card holders name
Take the payment
Ask to speak to the card holder to gain permission for the payment
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