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100

A series of number that uniquely identifies each policy

Policy Number

100

A policyholder asks you to add their spouse as someone who can discuss the policy. What is the correct first step?

Click the blue 'Add New' button above the policyholder's name

100

What does the Transaction Tab display?

Premium Amounts collected and dates of transactions

100

If you are speaking with a non- authorized user, there is no need to put a note on the policy.

If your answer is YES, you are correct if your reason is that there was NO ACCOUNT/ POLICY pulled up.

If your answer is NO, you are correct if your reason is that you still need to put a note if there was a policy pulled up.

100

A customer has DefenderPlus and asks about their wellness benefits. Where do you check?

Pets Tab > Benefit Schedule

200

Which field in the system shows the channel through which the policy was sold?

Market Channel

200

Where can you find the contact information of the policy holder?

Customer Tab

200

If the Policy Holder calls asking to rerun the payment because the policy was DNOC, what should you do?

Toggle the "Hold Payment" from "Yes" to "No"

200

You are reviewing a policy and see no notes, but the customer says they spoke to someone yesterday. What should you do?

Check the notes tab and see the last agent they have spoken with and summarize their conversation.

200

What information can be found in the Coverage Tab?

Past, Present, and Future Coverage periods, limits and upgrades  

300

A status indicates that a policyholder has failed to pay their premium wherein a notification will be automatically sent to them.

Direct Notice of Cancellation (DNOC)

Non-payment papers will be sent to policyholders!

300

What documentations are found in the Attachment Tab?

Declarations Page, Terms and Conditions, and Cancellation Notices

300

If a policy has a “Hold Payment” status of “Yes,” what does this mean?

If a policy has a “Hold Payment” status of “Yes,” what does this mean?

300

After adding the authorized contact, what must you do to complete the process and log the update?

Make a note in the Notes Tab

300

Why is the Pets Tab important?

It lists all pets- past and present- on the policy

400

 What is the importance of Orca tool as a Customer Care Representative?

Orca Tool serves as a policy system to check the policy coverage and claims field by our policy holders.
Basically, all information the policy of the PH can be found on Orca!

400

You're helping a customer who believes their pet is not covered for an illness. What should you review to provide accurate information?

The Terms and Conditions in the Attachments Tab for complete information

400

A customer calls in to ask about their remaining wellness reimbursement for the year. You check the benefit schedule and see that the "Max Allowable limit" is $250, and the "Paid" is $180.

What is the correct remaining amount you should share with the customer? 

$70

400

A teammate handled a previous call about the same policy you are reviewing. What should you do before assisting the customer further?

Review the Notes Tab for any prior notes or call details.

400

You are verifying a pets' coverage and the pet listed in the system is marked as deceased, but the customer insists it's a new pet. Where should you go to verify this correctly?

Coverage Tab

500

Once a PH purchases a policy, it will be activated when?

12:01 AM on their time zone.

500

You are reviewing a policy that has had several changes over time. How can you ensure you are looking at the most current rules and coverage details?

Look at the most recent Terms and Conditions in the Attachments Tab.

500

A customer calls asking why they received a cancellation notice even though they made a payment yesterday. What should you check first?

The transaction Tab to confirm the payment date and balance

500

When is it necessary to add a note in the Notes Tab?

Always, regardless of the type of call

500

A customer wants to know if their pets' Wellness plan covers vaccination. Which step helps you find this information?

Check the Pets Tab and click the pets' name, then select 'Benefit Schedule'

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