IB CSR Process
IB CSR Process Quiz
Test your knowledge about the IB CSR Process with our engaging quiz! This quiz will help you understand the key procedures and policies related to customer service responses in an insurance context.
Whether you're a professional in the field or just curious, this quiz covers:
- Refund processes
- Audit payments
- Policy reinstatements
- Effective communication strategies
What is the TAT for refund if the customer canceled the policy before the effective date of the policy?
7 to 10 days
60 to 90 days
10 to 14 days
The customer received an email from AmTrust about an audit. The customer would like to pay for the audit premium. What will you do?
Conference call to Amtrust and stay on the line to make sure that payment is successful and note it to the customer's account
Slack the Case Owner to get assistance in processing the payment for the audit premium
Refer the customer to amtrustcommissions@amtrustgroup.com for assistance
The customer called to follow up on his refund. What will you do? Select all that apply
Check the date cancelation date
Check cases
Check billing type
Transfer to Billing
If direct bill and the policy was canceled over 90 days, contact the carrier to check on the refund
If within 60-90 days, advise the customer that refund is still in process and will be completed within 60-90 days
If Agency bill, check who collected the payment. If invoiced by Honor Capital and the policy was canceled over 90 days, check Honor Capital's portal if the refund check has been issued.
If Agency bill, check who collected the payment. If invoiced by coverwallet and the policy was canceled over 90 days, no update on case, transfer to BST
Who is the Team Leader of Samantha Kuter
David Pratt
Tanner Brill
Nicole Dillon
Wendy DeHollander
Douglas Urbino
The customer would like to reinstate his policy which was canceled 2 days ago. What will you do?
Create a Renewal Case and change the subject to Reinstatement
Slack the Account Manager for AM to assist the customer in reinstating the policy
Check the billing type and conference the call to Honor Capital to make a payment if Agency bill-Invoice by Honor Capital
The customer is asking to speak to somebody who would be able to confirm that his General Liability effective August 20, 2022 covers Fire and Hazard. What will you do?
Create a Solve Customer Service Issue case and offer a callback. Advise the customer that one of our licensed agents will reach out to him within 1-2 business days
Check if there's an active case related to the customer's inquiry, check if there's any update and provide the answer to the insured if available. If no active case, create a Solve Customer Service Issue case. Provide TAT for Callback
Slack AM, if AM is unavailable, slack TL. If both unavailable Slack AM Escalations Channel. If no response from the channel, create a Solve Customer Service Issue case
The customer would like to speak to somebody who would be able to give the breakdown of his Business Owners Policy coverage limit which he just purchased last week. What will you do?
Slack AM, if AM is unavailable, slack TL. If both unavailable Slack AM Escalations Channel
Check if there's an active case related to the customer's inquiry, check if there's any update and provide the answer to the insured if available. If no active case, create a Solve Customer Service Issue case. Provide TAT for Callback. If the customer refused callback, Slack AM Escalations
Check if there's an active case related to the customer's inquiry, check if there's any update and provide the answer to the insured if available. If no active case, create a Solve Customer Service Issue case. Provide TAT for Callback. If the customer refused callback, Slack CSM Escalations
Who is Justin Terrel's Team Lead?
Douglas Urbino
Wendy DeHollander
Tanner Brill
David Pratt
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