2026 QA Tricks

Endorsements

100

True or false – address changes do not require you to verify the vehicle usage questions

False

200

True or false – do we need to verify primary use when removing a 2nd vehicle

True

300

What are the vehicle usage questions and when do they need to be asked?

business use, uber lyft TNC and then occupation. They need to be asked every Vehicle endorsement and for 90 days UW review.

400

Agent endorsements – If a customer has an independent agent what calls would we handle and which should be referred back to the agent? Should we ever make an exception to this rule?

We can handle any general questions however any endorsements need to be referred to the agent. Exception would be if NI disclosed, they have already tried reaching their agent with no results. 

500

Double Jeopardy (2 x points ) What's the difference between primary use requirement and vehicle usage questions?

Primary use requirement is the allowed usage type we insure, and the Vehicle usage questions I what the NI disclosed - which may or may not be acceptable. 

Technical

100

When doing a call when the client has us on speaker, What must we advise on the call?

Advise call is being recorded for QA purposes 

200

***WILD CARD***  First person to copy and paste the verbatim script for echeck payments in the chat gets points for this question

"Do you authorize National General on [MM/DD/YY] to process this payment as a one – time electronic withdrawal from the checking account in the following individuals name (Insured’s Name) from account number [_________] in the amount of [ ________]? The withdrawal may be made from this account as early as the next business day. The payment will be applied to the following Control / Policy number [_________]. Is that okay?"

300

Name 4 pieces of information that you can verify to authenticate a policy? Bonus $200 -  if you can name what also needs to be verified on NY policies , RV policies, and agent calls/ 

 First name last name , address, DOB, Phone/ email. (NY - Last 3 of DL license , RV policy - Full timer status. Agency - Agency Name) 

(Brock has suggested address or DOB as the better option - DOB, quicker and easier, less room for error, can always verify address later if we noticed return mail or customer advises they are not getting documents)  

400

True or false – you should immediately verify a policy as soon as the caller calls in. 

False. we should first ask the caller how we can assist them, listen to their reason for calling, and then reassure them we can look into their issue and then we can authenticate the policy  

500

True or false: If you have already discussed todo’s will there ever be a need to circle back to discuss them again on the same call? 

true - certain endorsements can trigger Todo’s so although you may have discussed preexisting Todo’s you may have another Todo generate based on the endorsement you just processed. So, remember to check at the beginning and end of the call if a change is made or address is updated.

Customer Experience

100

An Irate customer calls in due to an ongoing issue requiring escalation. What are some ways you can de-escalate the situation? (4 listed , 50$ extra for anyone who can include even more ways in the chat) p

remain helpful

Lower tone

ask questions 

offer a solution 

200

name 3 of the 7 soft skills we must practice on calls. (extra 150$ if you can name all 7) 

 1. Active Listening

• Focus fully on the customer’s words, tone, and emotions.
• Avoid interrupting; let them finish before responding.
• Use phrases like “I understand” or “Let me confirm I got that right…” to show attentiveness.

 2. Empathy

• Acknowledge the customer’s feelings: “I can see why that would be frustrating.”
• Put yourself in their shoes and respond with understanding, not just solutions.

 3. Clear Communication

• Speak slowly and clearly, avoiding jargon.
• Summarize key points to ensure mutual understanding.
• Use positive language: instead of “I can’t do that,” say “Here’s what I can do for you.”

 4. Patience

• Stay calm even if the customer is upset.
• Give them time to explain their issue without rushing.
• Remember: patience builds trust and reduces tension.

 5. Problem-Solving Mindset

• Focus on solutions, not blame.
• If you don’t know the answer, assure them you’ll find out: “Let me check that for you.”
• Be resourceful and proactive in resolving issues.

 6. Positive Tone & Energy

• Smile while speaking (it really affects your tone!).
• Use friendly greetings and closings.
• Maintain enthusiasm even during repetitive tasks.

 7. Adaptability

• Be flexible with different personalities and situations.
• Adjust your tone for angry, confused, or happy customers.
• Stay open to feedback and continuous improvement.

300

True or False - Initiating small talk on calls is unnecessary ** Bonus 150** Give an example of how you can make a connection with a caller 

false, we should strive to make a connection with the caller if we want to achieve a 6 in this category.

Bonus congratulate on new vehicle, ask them about their day, ect

400

The rep greets the customer warmly, uses their name, listens without interrupting, and thanks them for their patience. They resolve the issue politely and professionally. This is an example of 

Exemplary soft skills (6) 

500

There are 3 ways to manage dead air, provide at least one and give an example of how you would implement it in a call. **Bonus 100**  if you can name all 3 ways to manage dead air.

small talk, road mapping, hold. Insert personal experience. 

Policy underwriting

100

true or false - Reviewing accurate billing information   policy status, amount due, due date next amount due) is a part of the UW review.

true 

200

When Reinstating the CSA does not have to confirm HH members, but which UW questions must still be confirmed? 

Confirming Vehicles 

300

a RLC calls in, what is the UW question we must ask for this policy type?

Ask if client is a USPA employee or independent contractor (independent contractors need a commercial policy) 

400

True or false If a policy is canceled for Underwriting reasons, then under no circumstances can we reinstate the policy. 

False, depending on the reason (like proof of residency) we can still reinstate within reinstate time if we receive acceptable proof. 

500

What are the UW requirements and how often do we have to ask them  

 read off drivers and vehicles on policy along with their status, then ask about household members and regular driers outside household - ask every 90 days from policy inception. 

Extras

100

True or False : we need to verify NI information if they already verified a one time pin before the call.  BONUS 100$ - What should we still verify at least?

False

200

What info should we always give the customer before we end the call?

amount due

next due date

any outstanding to dos 

confirm renewal

300

A customer Calls in looking to put a Vehicle in storage. What must we make the NI aware of?

NI should contact DMV / lienholder to comply with any requirements before enabling storage.

400

When an insured calls in to add their vehicle what should we ask them? Bonus 200$  What if they want to remove a vehicle what should we remind them? 

 ask about vehicle usage — "Is any vehicle on the policy being used for business or a Transportation Network Company, such as Uber or Lyft?" 

Bonus: we want to confirm if they have turned in plates or contact their local dmv in regard to removing the vehicle as typically if plates are out the dmv required liability insurance, even if the car is broken down and no longer working this may cause issues. 

500

During a renewal Call, NI wants to review why there is an increase. How would you handle this call? (50$ per bullet ) 

- provide empathy

- Use help Statements 

- give accurate reasons for increase 

- review policy for potential discounts