IB CSR Process

Create an image of a customer service representative assisting a client in an insurance office, with policy documents and a computer in the background, conveying a feeling of professionalism and support.

IB CSR Process Quiz

Test your knowledge about the IB CSR Process with our engaging quiz! This quiz will help you understand the key procedures and policies related to customer service responses in an insurance context.

Whether you're a professional in the field or just curious, this quiz covers:

Refund processes
Audit payments
Policy reinstatements
Effective communication strategies

8 Questions2 MinutesCreated by HelpingHand47

The customer received an email from AmTrust about an audit. The customer would like to pay for the audit premium. What will you do?

Conference call to Amtrust and stay on the line to make sure that payment is successful and note it to the customer's account

Slack the Case Owner to get assistance in processing the payment for the audit premium

Refer the customer to [email protected] for assistance

The customer called to follow up on his refund. What will you do? Select all that apply

Check the date cancelation date

Check cases

Check billing type

Transfer to Billing

If direct bill and the policy was canceled over 90 days, contact the carrier to check on the refund

If within 60-90 days, advise the customer that refund is still in process and will be completed within 60-90 days

If Agency bill, check who collected the payment. If invoiced by Honor Capital and the policy was canceled over 90 days, check Honor Capital's portal if the refund check has been issued.

If Agency bill, check who collected the payment. If invoiced by coverwallet and the policy was canceled over 90 days, no update on case, transfer to BST

The customer would like to reinstate his policy which was canceled 2 days ago. What will you do?

Create a Renewal Case and change the subject to Reinstatement

Slack the Account Manager for AM to assist the customer in reinstating the policy

Check the billing type and conference the call to Honor Capital to make a payment if Agency bill-Invoice by Honor Capital

The customer is asking to speak to somebody who would be able to confirm that his General Liability effective August 20, 2022 covers Fire and Hazard. What will you do?

Create a Solve Customer Service Issue case and offer a callback. Advise the customer that one of our licensed agents will reach out to him within 1-2 business days

Check if there's an active case related to the customer's inquiry, check if there's any update and provide the answer to the insured if available. If no active case, create a Solve Customer Service Issue case. Provide TAT for Callback

Slack AM, if AM is unavailable, slack TL. If both unavailable Slack AM Escalations Channel. If no response from the channel, create a Solve Customer Service Issue case

The customer would like to speak to somebody who would be able to give the breakdown of his Business Owners Policy coverage limit which he just purchased last week. What will you do?

Slack AM, if AM is unavailable, slack TL. If both unavailable Slack AM Escalations Channel

IB CSR Process

IB CSR Process Quiz

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