Customer Relations & Service Flashcards
7 cards from real ACE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Relations & Service flashcards as text
A commercial client's policy is about to cancel for non-payment. What is the BEST customer service approach?
Answer: Contact the client proactively before the cancellation date to discuss payment options
Proactive outreach before cancellation demonstrates good faith and gives the client an opportunity to resolve the issue before losing coverage.
Which ACORD form is used to report basic property and casualty insurance information for a new applicant?
Answer: ACORD 125 - Commercial Insurance Application
ACORD 125 is the standard Commercial Insurance Application used to capture general applicant information for commercial P&C policies.
A customer requests copies of all their policy documents. Under most state regulations, how quickly must an agency respond?
Answer: Within a reasonable timeframe, often 10-15 business days as defined by state law
Most states require insurers and agents to provide policy documents within a reasonable period, typically defined by state regulation as 10-15 business days.
What is the primary purpose of an 'Additional Insured' endorsement from a customer service perspective?
Answer: To extend liability protection to a third party who has a business relationship with the named insured
An Additional Insured endorsement extends the primary policy's liability protection to a specified third party, often required by contract.
A customer is confused about the difference between their deductible and out-of-pocket maximum on their health plan. Which explanation is CORRECT?
Answer: The deductible is what you pay before insurance kicks in; the out-of-pocket maximum is the most you'll pay in a year
The deductible is the initial amount paid before insurance coverage begins, while the out-of-pocket maximum caps total annual patient cost-sharing.
When handling a customer complaint, which documentation practice is MOST important?
Answer: Document all interactions including dates, times, persons involved, and agreed-upon actions
Complete documentation of all complaint interactions creates an accurate record that protects both the customer and the agency.
A customer has a Personal Auto Policy and recently got married. What coverage consideration should be discussed?
Answer: The new spouse and any vehicles they own should be added to the policy
A change in household composition like marriage typically requires updating the policy to add the new spouse and any additional vehicles to ensure proper coverage.