Round 1
Definition of HA
Handling Adjuster
Name the National Admin Team Leader who held a CA, CCA and Adjuster Roles
Mogan
Name all 5 Team Leaders in National Admin (in no particular order)
Tracy, Daria, Mogan, Nick and Maya
Name the manager of national admin
Marshall
Five9
Definition of IA
Independent Adjuster
Name the call center where the CCA's work
Customer Contact Center
What form of communication do we use to communicate with APD nationally
Name 2 IA's
1. Crawford
2. Dery Barrette
Name 3 technical resources a CA uses daily
CDS
ARMS
AUDATEX
An insured calls and asks if we can extend their rental. The CA extends the rental, despite the claim stating that it is a total loss. Did the CA follow the proper protocol ?
No. We do not extend rentals when the claim is considered a total loss
If an insured calls and states that the Enterprise nearby does not have a vehicle available, what information do we provide ?
The reservation # & The Enterprise Phone #
The ARMS notes are in descending order. True or False.
False. The notes are in ascending order.
When an insured calls on a Friday, how many days do we extend the rental.
The answer is 4 days. The rental will be extended until the following Tuesday.
Please state the 2 reasons why we would not extend a rental for an insured.
1. The limit has been or will be reached
2. The claim is a total loss
What is the most important action to take while on a new call after your greeting ?
Authenticate the caller
Please state the leaders that would be CC'd in a third escalation email
The team leader and the manager
What is the most important action taken during a call to exemplify excellent customer service skills.
Active Listening
Which 3 provinces are exempt from a CA disclosing whether a client is at fault or not at fault in Canada.
Quebec, New Brunswick and PEI
What information are CA's allowed to divulge, if clearly indicated in the notes, in all provinces.
The deductible amount
What would a CA advise a Sonnet client looking to discuss a general issue with their policy? Where would the CA direct them ? Hint, it's not an internal transfer.
The CA would direct them to their online account. Once they log into their respective account, they can Live chat with a Sonnet agent. The Live chat feature is available from 8:00am - 6:00pm EST.
What are the 2 reasons why a CA would check Audatex?
1. Deductible confirmation
2. To verify if there's a parts delay
What are the 2 methods of payment available for insureds.
1. cheque
2. E-Transfer
I recently launched the Triple A Training. Please define the meaning of Triple A. Hint: All 3 A's reflect the basics for call flow and call handling.
1. Authentication
2. Active Listening
3. Action
When reviewing a Quebec claim, what is one piece of information we are allowed to disclose to a client and one piece of information we are not.
1. We are allowed to disclose the deductible amount
2. We are not allow to disclose whether the client is at fault or not.