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100
Policy has several edits and DP was unsure how to correct. DP decided to just flat cancel the policy and submit it again. Will this work?
No. If the policy has the same key fields, it will reject as a duplicate. They must correct the policy already in production.
100
You should always check here when troubleshooting a Unit edit.
Unit Edit Matrix
100
Bob's __________ motivated her to stuff the $20.00 bill in his pocket instead of returning it.
What is avarice.
100
Which of these can be discussed with a data provider? PIM CSS DCA Impersonation
Only DCA. One of our quality checkpoints is Seamless Service. We should not discuss internal processes with the customer.
100
We walk a customer through using the forgot password link and explain what to do when the password arrives. Have we followed the process for password calls?
No. Our procedure is to offer to stay on the line until the customer signs in. Even if the customer indicates they are ok, we must still offer.
200
It you flat cancel a policy is there anything else you must do to prevent a unit from being expected?
No. The URC record should delete on it’s own when the policy is flat cancelled.
200
I am looking at these reports in DCA, what is the difference? Unit submission results report Unit daily submission results report
Submission Results Report is generated after every each file submission. Daily Submission Results Report is generated once per day & contains all unresolved unit errors from the previous day.
200
The spoiled girl _________ her dad into buying her a car.
What is cajoled.
200
An agent is using a co-worker's User ID. The agent does not want to create a new ID and has some general questions. CSS prompts us to update the contact information. Should we verify the contact details?
No. We can’t verify any contact information with the caller. But we should…. Search for a User ID Offer to have a User ID created Use a pleasant, positive tone
200
There are two URC records in DCA for my 2010 policy. There is only one policy in DCA. How could this happen?
One record was generated by the policy. The other record was created when a unit was submitted with key fields that did not match the policy.
300
DP determined at audit that they need to add class code 8810 to the insured’s policy. Do they need to make a correction to the policy?
No. The policy is only an estimate. Any changes to class codes, exposure, & payroll will be reported on the units. The policy would need to be corrected when states, names, or addresses are added or changed - as this relates to POC.
300
DP is trying to correct a unit, but is getting a message about changes saved but not submitted at another unit level. They don't recall making any changes to another unit. What should they do?
Wait 24 hours for all unsubmitted changes to drop off the system and try again.
300
I clicked “add renewal” on a policy 3 days ago. Since DCA only allows 4 days to complete the renewal can I click save to restart the clock?
No, all information will be lost at the end of the 4 days, regardless of when the renewal is saved in DCA.
300
Customer sends us an email. We leave the customer a voicemail asking them to call us back. We note CSS and close the case. Is this correct?
No, the follow up process is: 1. Open case, leave voicemail & note case 2. After 24 hrs, send email & note case 3. After 24 hrs, note case & close
300
True or False If a customer’s phone question sounds complicated and will probably need to be escalated, we should ask them to email the request.
False. We should rarely ask the customer to email a question they are asking by phone. Exception: Processes that require something in writing – purge request, POC fine, etc.
400
A policy has an anniversary rating date, which causes a split exposure. Where do I indicate a split when reporting the policy?
No - Splits are not reported on policies, only units.
400
Claim was reported on 1-0 unit Claim was deleted on 1-1 correction There are no subsequent reports Can this claim be added back to 1st report using DCA?
Yes. However, if the claim had existed on any other report level, DCA would not allow it to be added.
400
DP has a DG 2 unit edit with an option for an “error explanation” in DCA. The data they reported was suspect. DP indicates the information is correct. How can they clear this edit?
Unless the DP corrects the data, this “suspect” error cannot be cleared. It is not necessary to select an error explanation. If this had been a DG 5, the DP could clear the edit by selecting an error explanation.
400
True or False If we receive an email that appears to involve a legal matter and is related to data reporting, we should quickly escalate it to datagate.
False. Anything from a lawyer or possibly involving a legal matter should be sent to legal. Check with a manager or TA for instructions.
400
My policy has a Data Grade 4 edit. The policy was entered in error, so I flat cancelled it. Do I have to do anything with the error since the policy was flat cancelled?
Yes, the edit still needs to be resolved. Reinstate the policy, submit a correction, and flat cancel the policy again.
500
POC error report indicates a problem with the INSURER FEIN. The DP corrected the customer’s FEIN, but received the same error again. Why?
The INSURER FEIN is for the customer, not the INSURED.
500
The submit to production button in customer’s Pre-Edit Tool is grayed out. What is the most likely cause?
The customer is not booked to sumit units through DTVI.
500
Policy A has an expiration date of 1/1/2010 The renewal policy, Policy B, has an effective date of 1/1/2010 Claim accident date if 1/1/2010. Is the claim reported on Unit A or Unit B?
Unit B, since Policy A expired at 12:01am on 1/1/2010.
500
True or False To improve the customer experience, you should avoid putting the customer on hold. It’s a good practice to ask the customer to bare with you while you are researching.
If the call requires research, asking the customer to hold for a few minutes is better than awkward silence. Also, the customer may be able to hear other conversations going on around you during the silence.
500
DP is entering a POC notice for an insured that has 40 locations in 2 states. It is taking a long time to enter and they advise that data is not saving. What should we advise them?
DP only needs to enter one name and address per state for a POC Notice. This will allow NCCI to submit proof of coverage to the state. The actual policy will contain all of the names and addresses.