Advise the customer to write this on all documents he or she submits
What is the reference/bill/claim number?
100
As soon as all documentation has been received, this is the number of days within which a claims examiner will review a claim
What is 10?
100
This may be different if a travel agent books a policy through us, rather than on his or her own
What is commission?
100
For these policies, customers do not need to update travel dates before each trip
What are annual plans?
200
Caring, connected, proactive, professional, trust
What are our values?
200
A cancellation that can be processed even if the customer went on his or her trip or after an event, as long as a claim has not been filed
What is unintended purchase cancellation?
200
With the exception of California residents, policyholders have this many days to file a claim
What is 90 days?
200
CC this person when emailing activity summary reports to travel agents
Who is Stacey Smallwood?
200
Always ask for this when locating information for a travel agent
What is the ACCAM number?
300
The five parts of a phone call
What are the greeting, acknowledgment, transition, resolution/education, and closing/survey?
300
The FNOL we create when we cannot locate a customer’s policy in PeopleSoft
What is an FNOL – Issue?
300
Do this when a customer requests to speak to a claims examiner about an existing claim
What is “create a callback”?
300
Click this link on the Travel Home Page to begin emailing an agent his or her AllianzTravelInsurance.com password
What is “MyAccess”?
300
Use this page in PeopleSoft to generate a quote
What is the Universal Order Tool?
400
The process described here: Select “Conference,” enter or select the desired phone number, select “Conf Init,” Select “Conference,” select “Release.”
What is a warm transfer?
400
The procedure we use when there are multiple FNOLs to create for the same cancellation reason
What is cross-referencing policies for claims?
400
If the customer is unsure of his or her claimed amount, default to this dollar amount
What is $500?
400
This page in PeopleSoft provides detailed information about each travel agency
What is the Company Page?
400
The number of days for which a quote is valid
What is seven?
500
Do not ask for this when setting up a profile or issue for a AAA Premier Services member
What is the caller’s date of birth?
500
The five companies for which we often process cancellations by utilizing the cancellation queue
Who are Active.com, Aer Lingus, Car Trawler, Iberia, and Virgin Australia?
500
The four most important pieces of information to include when noting a callback
What are the customer’s name and phone number, the best time to reach the customer, and a description of the reason for the call?
500
This term used to describe an elite call center for special travel agent customers
What is “VIP Support Desk”?
500
The four criteria customers must meet in order for travelers to be on the same policy?
The travelers must reside in the same state, must share the same dates of travel, must all be insured for equal amounts, and must use the same form of payment