Study 5: Communication and Service Skills - Narrative Questions

Question 1

Outline five (5) tips for effectively managing time. (5 marks)

Answer 1

Time management (any five of the following)
• Research clients and their businesses before contacting them to ensure time with the client is
used effectively.

• Organize the work area and system. Because so many resources, templates, and portals and so much information are stored on computer systems, it is imperative to use an effectively organized file-access system supported by a reliable network.
o Store frequently used supplies close at hand and, if it helps, colour code resource materials and/or transaction files.
o When desk sharing (or workstation sharing), arrive early to arrange the workspace to suit individual preferences.

• Make to-do lists. Be proactive, not reactive. Plan out the use of time—but realize that interruptions can reprioritize the day.

• Make more than one list and review regularly. Examples of different lists might be new business
prospecting, renewals, endorsements, and next actions. Depending on the individual’s preference, lists can be made with paper and pen or on a computer, tablet, or smartphone.

• Technology allows people to work smarter, not harder. Using computer, tablet, or smartphone calendars and task lists can keep scheduling and time planning information up to date and in one place.
• Identify goals and prioritize them.

• Break jobs down into constituent parts. Sort and prioritize work so that difficult tasks are handled
early in the day.

• Put check marks beside the daily to-do list items throughout the day as tasks are completed.
The sense of accomplishment this can produce will make the day seem easier while recording
progress.

• Minimize the duplication of tasks. Effectively using the “once and done method” reduces the time to complete tasks by reducing the number of times needed to contact a client for information or a co-worker for assistance.

• Find ways to reduce or eliminate unwanted interruptions; develop effective ways to make it clear
when interruptions are not welcome.
o Identify time that has been blocked out for undisturbed time on a shared calendar that all coworkers can access
o Hang a “do not disturb” sign on the outside of the cubicle wall, place a barrier of sturdy paperboard across the cubicle entry with a sign, or raise a flag at the workstation entrance

Question 2

What are some typical questions and answers about automobile premiums and claims that are
addressed in an agency’s or brokerage’s website FAQs? (5 marks)

Answer 2

Automobile insurance FAQs
• What part of the automobile policy insures what? (The answer can be a generic overview of the automobile owner’s policy.)

• Why does the insurer not pay the full replacement amount for my new car when it was damaged
in a collision? (The answer can explain the endorsement removing depreciation on new vehicles
coverage and offer the client the opportunity to add it to his or her policy.)

• Will my rates go up if I am involved in an accident but I am not at fault? (This involved question is
probably better answered in a “chat” [with a chatbot or an intermediary]. A chatbot can tailor an answer to the client’s specific situation or refer the client to a representative to explain further.)

• Will my rates go up if I have a claim for such losses as a windshield breakage, theft, or vandalism? (This is another opportunity for a chatbot to explain topics such as accident forgiveness and deductibles.)

• Should I report a small loss or just pay for the damage myself to avoid a premium increase? (This
should trigger a conversation with an intermediary. There are many pitfalls to insureds in paying a
claim themselves, not the least of which is that the claim could escalate into a large loss [liability losses] and the insurer could deny coverage base on prejudice of its position because of late reporting.)

Question 3

Outline five (5) options for clients when dealing with restricted renewal terms. (5 marks)

Answer 3

Restricted renewal terms
• Buying out exclusions: The insurer may agree to maintain the current coverage at a higher premium

• Accepting higher deductibles: The insurer may be willing to renew the coverage as is, if the insured agrees to a higher deductible

• Obtaining sub-limits: This would provide the insured with some coverage where the insurer is not
prepared to provide catastrophe limits

• Improving the risk by increasing loss prevention or loss reduction activities: For example, install a
sprinkler system or institute workplace safety protocols

• Accepting the renewal and continuing to canvass the market: With further research the broker
may be able to locate another market to provide the cover