Customer Scenarios!
START
Entertainment
A customer with insurance is unhappy with the rejection of a claim for emergency dental treatment.
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
Anytime the customer refers to a 'claim', this typically means they have some form of insurance with us. In this scenario, they are unhappy that an insurance claim was not paid and this falls into the 'financial loss' category of the FCA definition. Have another go!
A customer is unhappy as they feel they were mis-sold the Implant Upgrade Cover
History
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
The Implant Upgrade Cover is an insurance policy in Denplan. If a customer claims they have been mis-sold, they are unhappy with how the product was explained and sold to them and this would fall into the FCA definition. Have another go!
Sports & Leisure
The Power of Attorney for a customer calls us to say they are unhappy with a rejected claim.
Non-Reportable
Reportable
CORRECT!
Roll the dice!
INCORRECT!
Someone who has Power of Attorney over somebody will typically have permission to action anything on the account, including raising complaints about an insurance product for whom they are representing. Have another go!
Science & Nature
A customer is unhappy we have not received their claim form and this is the second time they have sent it over.
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
If a customer has had to contact us on multiple occasions about their insurance, even if the complaint is unjustified, it would fall into the 'material inconvenience' part of the FCA definition. Have another go!
A customer queried why their insurance claim was not paid.
Arts & Literature
Non-Reportable
Reportable
CORRECT!
Roll the dice!
INCORRECT!
A customer needs to display a form of dissatisfaction in order to be categorised as a complaint. This customer was purely querying their insurance. Have another go!
Geography
A customer is unhappy we have continued to take insurance payments after they called to cancel.
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
In this scenario, they are unhappy that insurance payments have continued to be debited without their consent and this would fall into the 'financial loss' category of the FCA definition. Have another go!
FINALS QUESTIONS
How many working days do we initially have to resolve a reportable complaint?
History
INCORRECT!
Not quite, have another go!
CORRECT!
CONGRATULATIONS!
BACK?
Reportable and Non-Reportable Complaints - Customer Scenarios
geoff.plews
Created on November 11, 2021
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Transcript
Customer Scenarios!
START
Entertainment
A customer with insurance is unhappy with the rejection of a claim for emergency dental treatment.
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
Anytime the customer refers to a 'claim', this typically means they have some form of insurance with us. In this scenario, they are unhappy that an insurance claim was not paid and this falls into the 'financial loss' category of the FCA definition. Have another go!
A customer is unhappy as they feel they were mis-sold the Implant Upgrade Cover
History
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
The Implant Upgrade Cover is an insurance policy in Denplan. If a customer claims they have been mis-sold, they are unhappy with how the product was explained and sold to them and this would fall into the FCA definition. Have another go!
Sports & Leisure
The Power of Attorney for a customer calls us to say they are unhappy with a rejected claim.
Non-Reportable
Reportable
CORRECT!
Roll the dice!
INCORRECT!
Someone who has Power of Attorney over somebody will typically have permission to action anything on the account, including raising complaints about an insurance product for whom they are representing. Have another go!
Science & Nature
A customer is unhappy we have not received their claim form and this is the second time they have sent it over.
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
If a customer has had to contact us on multiple occasions about their insurance, even if the complaint is unjustified, it would fall into the 'material inconvenience' part of the FCA definition. Have another go!
A customer queried why their insurance claim was not paid.
Arts & Literature
Non-Reportable
Reportable
CORRECT!
Roll the dice!
INCORRECT!
A customer needs to display a form of dissatisfaction in order to be categorised as a complaint. This customer was purely querying their insurance. Have another go!
Geography
A customer is unhappy we have continued to take insurance payments after they called to cancel.
Reportable
Non-Reportable
CORRECT!
Roll the dice!
INCORRECT!
In this scenario, they are unhappy that insurance payments have continued to be debited without their consent and this would fall into the 'financial loss' category of the FCA definition. Have another go!
FINALS QUESTIONS
How many working days do we initially have to resolve a reportable complaint?
History
INCORRECT!
Not quite, have another go!
CORRECT!
CONGRATULATIONS!
BACK?