A
B
C
D
E
100
What is Life Insurance?
It’s a contract between a customer and the company. The customer agrees to make payments to John Hancock, and we agree to pay out a sum of money upon his death.
100
. In most traditional legacy policies, what is the usual issue age for it to be considered a Juvenile Policy?
issue age under 14
100
Where do you escalate a name change request/case?
to Titles/Escalation to Titles
100
Yes or No
When updating the address, will a confirmation letter go out?
No.
Address Confirmation letters do not go out. Ops will only be sending the post cards.
- If the customer is requesting a confirmation letter submit a corro case (documentation request with case comments) for them to create the letter.
100
Provide smoker status of policy 81228675.
Super Preferred (N) Non Smoker
200
Owner and agent wants to be authorized to
make fund transfer or investment changes
over the phone and on the website. What form
will you send?
Special Authorization form (Fill out Section 2, Letter A
200
What are the 2 types of Loan interest rates?
Fixed and Variable
200
A charge that accrues on the loan principal.
Loan Interest
200
Can we change the address over the phone for Trust owned policy with multiple trustees?
No
Refer to address change flow chart
200
What to do if the customer will ask: "Is my surrender request taxable?"
Create a customer cost basis.
300
Trues or False
The AIF can take out loan over the phone.
False
300
The person from a check cashing company called in
to verify a check. What are the fax # and email address
will you have to provide?
Enail : Treasury_operations@manulife.com
FAx: 514 841 6059
300
How can I find the maximum amount a client can partially surrender/withdraw?
Create a partial surrender/withdrawal quote case in Salesforce
300
Who can change a policy address over the phone?
• Owner
• Agent of record/agent’s office (if they pass security)
• Trust owned policy with only one trustee
300
DOB on the admin system is incorrect
but you found the application form which
shows they put the correct DOB on it.
What will you do?
Create the DOB
correction case
(under Policy Change)
400
All endowments mature at age 65
False
400
State the guidelines for proper phone transfer etiquette.
Refer to transfer guide
400
Where do agents send requests for their book of business?
Requests for Book of Business information should be sent to feedback@jhancock.com.
Email should include: Agent's Name, Agent's Social Security Number, and Agent's email.
400
What is the format access code the owner has to put in, in order to open a docusign form?
Answer: (Must be complete) DOB of the insured, format
MM/DD/YYYY
400
The agent called in to update his mailing address, phone number and email address. What will you do?
Answer: Instruct to send email to usagency@jhancock.com
500
What would you say to your customer if they requested to be transferred to someone in the US?
CSR’s Spiel
"I understand that you'd like to speak with a US representative, but I'd be happy to help you out right now rather than making you wait on hold. Like our colleague onshore, I went through the same training, and we also have the same tools and access."
“I sincerely appreciate your request to be transferred to the US line, but I want to save your time waiting on the line. Kindly allow me to assist you further. I've been trained similarly to our onshore counterpart, and I'd be glad to help you resolve your concern regarding this (issue)”
"I understand your request to speak to a US based rep, however, I am more than happy and willing to help you with your concern/request since we are of the same caliber to our US counterparts"
" I want to you save your time waiting on the line to speak to a US rep, I can definitely assist you with your request/concern today"
500
Caller have two policies asking for premium schedule, no documents available in EFS, what case will you create?
500
Can we generate annual statement for PNO issued 1986? (Yes or No)
For PNO
ON anniversary/ only for policies issued after 1988
500
Two types of policy status which can never be reinstated:
Extended Term expired and Overloaned policy but...
500
PO residing in MI wish to surrender his policy, policy has taxable gain, and he does not want to with held the taxes. Other that Surrender form, what other form does he need to fill out?
MI W-49 Form