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WorksheetsTGCS Week 4 Pop Quiz
Total questions: 23
Worksheet time: 23mins
If a customer wishes to cancel their policy, which tool should be used to complete this task?
MARS
Spectrum
Upstart
Fonolo
When cancelling a customer's policy the system will default to the current date
True
False
Assume today is January 1st and a customer calls in to cancel their policy. During the process the customer states they would like to use another date as the cancellation date. What is the process regarding cancellations over the phone?
MARS will only allow a date up to 7 days prior to or 7 days after the current date to be selected
We can cancel the customer's policy on any date
There is no process
Once it is within the same month we can cancel on any date
If I call in today, January 1st to cancel my policy, when will the cancellation take effect?
At 12:01 AM on the cancellation date
The following day
The policy will flat cancel
At the end of the month
Looking at the screenshot. What does the amount highlighted in red represent?
The total amount the customer owes after cancellation
The total refund owed to the customer after cancellation
The short Rate penalty
All fully earned fees
What information should the caller verify when processing policy cancellations?
Their name, relationship to insured and their driver's license number
Their address, dob and email
Their name and relationship to the insured
The last 4 of their Social, relationship to insured and dob
An unlicensed CSR can complete policy changes in Florida, California, Oklahoma and West Virginia.
True
False
On which two types of devices are customer allowed to download The General's App?
Windows and Android
Apple (iOS) and Android
Microsoft phones and Apple (iOS)
What information are we allowed to give customers about their claim?
The claim number, the adjuster's name and extension
The claim amount and the check number
The status of the claim and the adjuster's name
What can contribute to an Increase in Premium at Renewal?
Liability Limits increase in the state
Violation Points added
Changes to the policy prior to Renewal
Territory changed
What is a Rate Revision?
A decrease in Premium
Violation Points added
A rate revision is an adjustment to rates on a policy, rate can change at new business or when an insured renews their 6 month or 12 month policy term
An increase in Premium
If a customer calls in requesting contact information for their 24/7 roadside assistance program, what information should we provide them with?
Their producer number, NSD dispatch number, their membership number
The General's claim extension and adjuster information
The current amount due and their cancel date
Where can we locate a customer's 24/7 roadside assistance application?
In MARS
In Spectrum
In Solcom
Assist Line
If a customer calls in asking why their renewal is higher than the prior term. Which tool should be used to compare any rate changes between both policy terms?
Coverage Comparison tab in Spectrum
Policy Overview Tab
Underwriting Guidelines
Assist Line
John is your customer and he would like to know why his policy premium went up for his renewal. What is the best explanation to give to the customer?
Explain that the change is due to business needs and claims paid out in his area
We needed more money as a company
We wanted to give out our annual bonuses so we increased the premiums for all our customers
We had a dream
If a customer calls in and needs help to troubleshoot their My Policy page. Where would you find the link to assist them?
Spectrum-Favorites
MARS
Upstart
We cannot assist
Which tool should be used for urgent requests for customers?
Upstart
MARS
Assist Line
Escalation Line
Which tool should be used when submitting requests that are not urgent for customers?
Escalation Request in MARS
Notice in Upstart
Calling the Assist Line
Calling the Escalation Queue
What is the most accurate statement regarding this policy?
The customer's age, territory, rate book code and overall rate decreased
The customer's liability limits increase, annual mileage and age changed
The customer moved to another state and they got older
24/7 Roadside assistance can be added during the policy term
True
False
If a customer is enrolled in the 24/7 roadside assistance program and they add a vehicle mid term will the coverage also extend to the new vehicle?
Yes
No
John has a policy with The General, he recently had an accident and filed a claim. He later called in to have this vehicle removed from his policy due to a total loss. Should this call be transferred to the claims new loss extension?
Yes
No
Jane had a policy with The General that lapsed 8 months ago. A claimant calls in and advise that Jane ran into the back of his vehicle. Should this call be transferred to the claims new loss extension?
Yes
No
