1) According to Step 1, first bullet of the “How to Locate a Lost Payment” procedure in Guru, if the customer paid by credit card, you need to confirm these three pieces of information: a) Full payment amount, confirmation number, date the payment went through b) Full payment amount, credit card number, date payment was processed c) Amount due, confirmation number, date the payment went through d) Who sent the payment, full payment amount, confirmation number 2) According to the Guidelines for Requesting a Refund procedure in Guru, how many days can it take to process a refund? a) 10 days b) 12 calendar days c) 15 business days d) There is no waiting period 3) According to the FNOL/Claim Privacy Disclaimer, what will be violated if the caller is not authorized to report the claim and they receive communications about the insurance policy and the claim? a) California Fair Trade Act b) Consumers of California Privacy Act c) California Consumer Privacy Act d) Department of Insurance Privacy Act 4) Which of the following are types of Unclaimed Property that we hold and transfer to states? Select all that apply a) Commission payments issued to brokers b) Claims payments issued to insureds c) Cashed return premium checks d) An invoice that is due on the policy 5) Which of the following is the 4th step of the Duck Creek Loss Run process? a) Save a copy of the template b) Copy and paste information from a Word doc c) Search for claims d) Access Duck Creek Claims 6) Which document outlines the process we follow when a certified copy of the policy is needed? a) Evidence of Insurance Requests b) Referral Types c) Requests for a Certified Copy of a Policy d) Dec Page Requests 7) Which of the following is NOT a valid Referral Type Code a) RENWL b) NB c) REPL d) CAN 8) According to the Department Teams Chat Channel “Questions Only” Best Practices, what is the third item that needs to be completed before posting a question? a) You have placed the caller on hold b) Checked Guru for answers/any relevant information c) Prepared a specific question that includes all necessary context d) Attempted to resolve the issue and researched independently 9) According to the guidelines section in the Course of Construction Non-Renewal Appeals document, if accepted, how long is the extension for? a) An additional year b) 90 Days c) 180 Days d) Until we say so 10) According to the Handling Executive Contact Requests document which of the following is true? a) You are to forward calls to an executive’s line b) You are to share the executive’s phone number and email address c) Confirm with the caller that the executive will return their call within 24 hours d) Do not promise or imply direct contact with any executive 11) According to the Earthquake Coverage through CEA document, which of the following is NOT a deductible option? a) 10% b) 30% c) 15% d) 25% 12) According to the Earthquake Coverage through CEA document, a Homeowners Choice Policy is a dwelling with the option to decline: a) Personal Property and Liability b) Personal Property and Loss of Use c) Liability and Loss of Use d) Loss Assessment and Liability 13) Which of the following are NOT included in the Special Mandatory Deductibles for CHV policies? a) Public Buildings b) Public and Private Schools c) Condominium Associations d) Grocery Stores 14) According to the Coverage for Farm & Winery Risks, which of the following IS covered? a) Livestock b) Barns c) Portable Structures d) Pasture Fences 15) According to the Payment Plans, Ways to Pay, Fees and Process document, the Monthly payment plan is: a) 11 installments, where the initial payment is 16.67% of the total annual premium, followed by 10 equal payments b) 12 equal installments c) 11 equal installments d) 11 installments, where the initial payment is 18.83% of the total annual premium, followed by 10 equal payments 16) According to the Payment Plans, Ways to Pay, Fees and Process document, the installment fee for earthquake policies is: a) $4.50 b) 3.5% c) $2.50 d) $1.00

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