Sample interview questions: How do you handle customer disputes regarding coverage limitations and exclusions?
Sample answer:
Handling Customer Disputes Regarding Coverage Limitations and Exclusions
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Acknowledge the customer’s perspective: Actively listen to the customer’s concerns and validate their feelings, even if you don’t agree with their interpretation.
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Thoroughly review the policy: Carefully examine the policy language with the customer to identify the specific limitations or exclusions that are in dispute.
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Explain the coverage clearly: Explain the rationale behind the limitations and exclusions in a clear and concise manner. Provide examples and analogies to enhance understanding.
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Document the conversation: Keep a detailed record of the dispute resolution, including the policy provisions, the customer’s perspective, and the resolution reached.
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Offer solutions within policy boundaries: Explore alternative coverage options or ways to mitigate the impact of the limitations/exclusions while adhering to the terms of the policy.
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Be empathetic and empathetic: Understand that customers may be disappointed or frustrated. Show empathy and express sensitivity to their situation.
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Maintain a professional demeanor: Even in challenging situations, maintain a profes… Read full answer
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