Privacy Quiz
Master Your Privacy Knowledge
Test your understanding of privacy protocols related to insurance policy management with this comprehensive quiz. Ideal for agents and customer service representatives, this quiz will challenge your knowledge and ensure you are up-to-date on best practices in privacy verification.
Key Topics Covered:
- Verification processes for Named Insured (NI)
- Handling calls from agents and third parties
- Understanding call recording disclosures
- Processing sensitive information securely
1. NI calls and nothing pull up on the system, you ask NI for their phone number and you are able to locate the policy. What would you do to make sure NI is adequately verified?
A. Verify NI first name, their address + DOB/Last 4 of SSN
B. Verify First and last name, their address + last 4 of driver’s license number
C. Verify First and last name, their address + DOB/Last 4 of SSN
D. Verify First and last name and processed with the call
2. Internal Rep(claims) calls with questions about coverages on a policy and you noticed nothing pulled in privacy Tab. IE gave you the policy number. How would you verify the IE?
A. Get NI first and last name and process with the call
B. Get NI fist and last name + IE short-name and proceed with the call.
C. Get their short-name and proceed with the call
D. We don’t need to verify anything since they are stating they are from Nationwide claims
3. While speaking to an Agent, agent states he has NI holding on the backline with some question on their policy and transfers the NI over to you. What would you do to make sure privacy is properly addressed?
A. Read call recording disclosure and have the verify their name and proceed with the call.
B. Verify First and last name, their address + DOB/Last 4 of SSN
C. Do nothing and proceed with the call
D. Read call recording disclosure, have NI Verify their First and last name, their address + DOB/Last 4 of SSN
4. NI calls about their policy to make a payment on his/her NY policy. After processing the payment NI states can you send me the receipt to my email, what will you do
A. Read the email from the profile and ask them if it is ok to send it that email
B. Have NI verify the email and then send it over.
C. Advise them we can’t send receipt to emails
5. Agent calls in and states, he is having system issues and wants you to share NI’s driver’s license number with them, what will you do?
A. Since they are agents, we are okay to provide them DL number.
B. Offer to do conference call with NI and get NI’s permission to share DL with agent.
C. Transfer them to Agent center HD
D. Advise them we cannot share that information with them, they would need to contact NI directly.
6. You receive a call from unlisted Mortgage, and they state NI is in the process of refinance and we would need the declaration page and verify deductibles. They also state they don’t want to be added as mortgagee yet, what will you do?
A. Send the Dec- page as requested
B. Verify deductibles and offer to contact NI and see if we get permission from NI to send dec page
C. Advise them since they are unlisted Mortgagee, we can’t share deductibles and end the call
7. What is the correct verbiage for call recording disclosure?
A. To ensure excellent service, your call may be monitored or recorded for training purposes.
B. To ensure excellent service, you call may be recorded or monitored for business purposes.
C. To ensure excellent service, your call may be monitored or recorded for business purposes.
D. To ensure excellent service, you call will be recorded
8. Listed Driver (Ni’s Son) calls, and wants to remove their vehicle off the policy, what would you do?
A. Since Son is stating it is his vehicle remove the vehicle.
B. Offer to send it to processing and have them remove the vehicle.
C. Offer to contact NI and obtain verbal authorization
D. Offer to transfer Son to their agent so that they can write a new policy for him
9. NI calls and says their mortgagee wants Nationwide to upload policy documents to their third-party website. What would you do?
A. Ask NI what the website is and upload the documents as needed
B. Advise NI we would not be able to do so and offer to send dec-page to MG email/fax if they have it
10. Caller on phone identifies as NI’s spouse and has questions about coverages, you can’t locate spouse’s name listed anywhere on the policy and notice NI is listed as single with no Additional drivers listed. What would you do next?
A. Advise the caller I am unable to identify them as listed spouse, offer to contact NI for verbal auth and If NI not available send RET request for potential driver in HH
B. Do what the caller says since they are stating he/she is a spouse.
C. Add them as spouse first and then answer their questions.
11. Agent Calls and wants to use NI’s checking account to process payment on NI’s policy. What would you do?
A. Ask agent if they have permission from NI to use their checking and process the payment.
B. Advise agent we would need verbal authorization from NI to use their checking account to process the payment.
C. Process the payment without asking anything
12. 2nd Named-insured or spouse calls in and wants help setting up an online NW.com account. What would you do?
A. Since they are insured, help them with setting up the online profile.
B. Inform them they can do it themselves at NW.com
C. Transfer them to web-support
D. Inform them only Primary Named insured can set-up an online account
13. Spouse calls and has questions about coverages on policy and states she/he wants to cancel policy, when reviewing the policy, you notice spouse is listed as an excluded driver on the policy. What would you do?
A. Since caller is listed on the policy as spouse we can go ahead and answer coverage questions and proceed with cancellation process.
B. We can discuss coverages with the caller and advise Primary named insured consent will be needed to cancel the policy
C. Since spouse is listed as excluded driver, we should treat them as unlisted caller and advise we would need permission from primary named insured
14. While on a call with NI, call disconnects, you call NI back. What would you do to make sure nothing is missed on privacy?
A. Read call recording disclosure and verify NI first and last name.
B. Identify yourself, your department, read call recording disclosure, Verify NI’s first and last name
C. Read call recording disclosure and continue the conversation.
D. No need to call back NI as NI can call us back
15. You promised NI that you will follow-up with them next week. When calling back what would you do to handle privacy appropriately?
A. Identify yourself, your department, read call recording disclosure, Verify NI’s first and last name
B. Read call recording disclosure and verify NI’s first and last name
C. Identify yourself, your department, read call recording disclosure, Verify NI’s first and last name, have them verify address+ DOB/last 4 SSN
D. Identify yourself, your department, read call recording disclosure, Verify NI’s first and last name, have them verify address+ last 4 of driver’s license number
16. While speaking to agent, agent says” I have NI’s father here who has questions about NI’s policy “and agent further says, “I give you permission to discuss policy info with his father”. What would you do?
A. Since agent is verified and giving permission, we can go ahead and discuss policy info with the father.
B. Hang-up on agent
C. Inform agent we would need permission from named insured to be able discuss the policy with his/her father.
D. Read call recording disclosure to NI’s father and answer questions as needed.
17. Unlisted caller calls and wants what make payment using his own Bank card on NI’s policy and asks what the due date is?
A. Offer to take payment, do not share due date as this can only be shared with NI/Agents.
B. Offer to take payment and share what the due date is.
C. Do not take payment as they are unlisted callers.
D. Advise we would need permission from NI first to process payment.
18. NI come verified through privacy tool, you verify NI’s name and notice some of the fields on customer highlights are yellow. Assuming this is not a NY call which information is safe to be validated (Giving information for caller to confirm))
A. We can validate everything that is in yellow including address, SSN, DOB, phone and email
B. We can Validate only address
C. We can validate everything except SSN.
D. Validation is breach of privacy
19. Agent calls in about their auto personal policy. Assuming nothing pulled up on the system. Agent gives you their personal phone number to locate their policy. How would you verify them?
A. Since the caller is also agent for their policy, we would verify callers first and last name + agency name/number
B. Verify caller as you would verify NI. First & Last Name, Address and DOB/last 4 of SSN/policy number
C. Verify caller as you would verify NI. First & Last Name, Address and Driver’s license number
20. Unlisted caller calls and states NI gave him verbal authorization to discuss policy, you check notes and it says last week NI gave verbal auth to speak with unlisted caller. What would do you do on this call.
A. Answer policy questions from unlisted caller since NI gave verbal permission last week
B. Advise unlisted caller verbal auth is only valid for one time.
Advise unlisted caller they can send information to processing if they need something done
21. Lien-holder calls and wants us to send them a declaration page. What would you do?
A. Since they are lien-holder we can send document to them
B. Advise we would need permission from NI to send Dec page , we can send POI instead
C. Advise them to call agent to get Dec-page
D. Advise them send request to processing to have it sent to them.
22. NI is at the dealership & calling to add vehicle to policy, while you are asking questions, NI hands the phone over to dealership without notifying you. What would you do to?
A. Since NI is there, just continue with the conversation and get information from dealership
B. Read call recording disclosure and inform dealership would need permission from NI to get information from You.
C. Inform dealership would need permission from NI to get information from You.
23. NI calls and wants to cancel their policy, you notice they have a local agent and you call the agent and receptionist tells she is going to transfer you to assigned agent. Which one the following statement is correct
A. Only read call recording disclosure to receptionist.
B. Do not read call recording disclosure since local agents are our partners.
C. Only read call recording disclosure to the actual agent not receptionist
D. Read Call recording disclosure to both receptionist and agent.
24. NI call and states they want to file for claim due to damage to their wind-shield. You transfer the call to Safelite. Which one of the following is correct?
A. We would read call recording disclosure to Safelite associate and transfer the call.
B. Do not read call recording disclosure since Safelite is our partner.
C. Tell NI they don’t have coverage and disconnect the call
25. Which are the following statements is true?
A. Read call recording disclosure on all inbound and outbound calls.
B. Read call recording disclosure on every OBC except when calling NW-claims, U/w and NSS.
C. No need to read call recording disclosure, as people on other side already know calls are being recorded.
D. Read call recording disclosure on every OBC except when calling NW-claims, U/w, RSA,safelite and NSS.
26. NI calls and comes verified through privacy tool. You verify their first and last name. When verifying/validating the DOB, NI gives a different date than what is on the customer highlights (ECIF). What would you do?
A. Inform NI I can’t continue the conversation is DOB is not matching
B. Let NI take more guesses as to what their DOB could be.
C. Offer to correct the DOB as NI came verified through privacy tool.
D. Leave DOB as it is as NI came verified through Privacy tool.
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