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EXAM RESULT FOR ENGLISH CHAPTER MOCK TEST 03

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Que. 1 :How is the complaint to be launched with an insurance ombudsman?

The complaint is to be made in writing

The complaint is to be made orally over the phone

The complaint is to be made orally in a face to face manner

The complaint is to be made through newspaper advertisement

Que. 2 :Which of the below will be the most appropriate option for a customer to lodge an insurance policy related complaint?

Police

Supreme Court

Insurance Ombudsman

District Court

Que. 3 :Which among the following is not a pre-requisite for launching a complaint with the Ombudsman?

The complaint must be by an individual on a 'Personal Lines' insurance

The complaint must be lodged within 1 year of the insurer rejecting the complaint

The total relief sought must be within an amount of Rs. 20 lakhs.

Complainant has to approach a consumer forum prior to the Ombudsman

Que. 4 :Are there any fee I charges that need to be paid for lodging the complaint with the Ombudsman?

A fee of Rs 100 needs to be paid

No fee or charges need to be paid

20% of the relief sought must be paid as fee

10% of the relief sought must be paid as fee

Que. 5 :What is the time limit for approaching an Insurance Ombudsman?

Within two years of rejection of the complaint by the insurer

Within three years of rejection of the complaint by the insurer

Within one year of rejection of the complaint by the insurer

Within one month of rejection of the complaint by the insurer

Que. 6 :Which of the following is the duty of an Ombudsman?

Recommendation must be made within one month of the receipt of the complaint

The copies should be sent to both the complainant and insurance company

Both of the above

None of the above

Que. 7 :What does a product defect mean

Imperfection

Shortcoming

Inferior quality
 All of the above

Que. 8 :Who is the central repository of insurance grievance data?

COPA

DAC

IGMS

IRDA

Que. 9 :Which among the following cannot form the basis for a valid consumer complaint?

Shopkeeper charging a price above the MRP for a product

Shopkeeper not advising the customer on the best product in a category

Allergy warning not provided on a drug bottle

Faulty products

Que. 10 :Which of the below consumer grievance redressal agencies would handle consumer disputes amounting between Rs. 20 lakhs and Rs. 100 lakhs?

District Forum

State Commission

National Commission

Zilla Parishad

Que. 11 :Expand the term IGMS.

Integrated Grievance Management System

Insurance General Management System

Indian General Management System

Intelligent Grievance Management System

Que. 12 :Which forum has the jurisdiction to entertain complaints exceeding Rs 100 lakhs?

District forum

State forum

National forum

Municipal forum

Que. 13 :Complaint can be made to the Ombudsman if ___________

If the complaint is pending for a long time in any other court

Complaint can be made within 2 years from the date of rejection

The complainant is not satisfied with the reply given by the insurer

None of the above

Que. 14 :Is there a fee for filling a complaint at the national level?

Rs. 10000

Rs. 15,000

Rs, 5000

No fee

Que. 15 :The awards by the Ombudsman are governed by the following rules

Award should not be more than RS 20 lakhs

Award should be made within a period of 3 months from the date of receipt of the complaint

Insurer shall comply with the award and send a written intimation to the ombudsman within 15 days of the receipt of acceptance

All of the above

Que. 16 :Which act was passed to improve the protection of consumer interests ?

1993 the Malhotra committee

GIBNA 1872

Consumer protection act 1986

None of the above

Que. 17 :Which forum has the jurisdiction to entertain complaints upto Rs 20 lacs

District forum
 State forum

National forum

Municipal forum

Que. 18 :Judicial channel for grivience established by the central government is ________________

State Forum

District Forum

National forum

Lifeline

Que. 19 :Prospecting in an insurance sale is __________

Gathering the names of people who may be interested in insurance

Preparing a list of all the person in the city

Enlisting all the policyholders of the branch office

Preparing a list of all the agents in the neighobourhood

Que. 20 :Can a complaint be launched against a private insurer?

Complaints can be launched against public insurers only

Complaint can be launched against private insurers only in the Life Sector

Yes, complaint can be launched against private insurers

Complaint can be launched against private insurers only in the Non-Life Sector

Que. 21 :Which of the below statement is correct with regards to the territorial jurisdiction of the Insurance Ombudsman?

Insurance Ombudsman has National jurisdiction

Insurance Ombudsman has State jurisdiction

Insurance Ombudsman has District jurisdiction

Insurance Ombudsman operates only within the specified territorial limits

Que. 22 :IGMS tracks complaints and the time taken for their redressal. The complaints can be registered at the following URL:

http://www.policyholder.gov.in/Integrated_Grievance_Management.aspx

http://www.policyholder.gov.in/Interest_Grievance_Management.aspx

http://www.policyholder.gov.in/Integrated_Government_Management.aspx

http://www.policyholder.gov.in/Integrated_General_Management.aspx

Que. 23 :_________________________ means service of any description which is made available to potential users and includes the provision of facilities in connection with
banking, financing, insurance, transport, processing, supply of electrical or other energy, board or lodging or both, housing construction, entertainment, amusement or the
purveying of news or other information.

Consumer

Quality

Service

GIBNA

Que. 24 :_________________________ means any person who Buys any goods for a consideration and includes any user of such goods. But it does not include a person who
obtains such goods for resale or for any commercial purpose.

Consumer

Quality

Service

Complain

Que. 25 :_________________________ means any allegation in writing made by a complainant that: (1) An unfair trade practice or restrictive trade practice has been adopted
(20 The goods bought by him suffer from one or more defects (3) The services hired or availed of by him suffer from deficiency in any respect (4) Price charged is in excess
of that fixed by law or displayed on package (5) Goods which will be hazardous to life and safety when used are being offered for sale to the public in contravention of the
provisions of any law requiring trader to display information in regard to the contents, manner and effect of use of such goods

Consumer

Quality

Service

Complaint

Que. 26 :_________________________ means a dispute where the person against whom a complaint has been made, denies and disputes the allegations contained in the
complaint.

Consumer
 Consumer dispute

Service

Complaint

Que. 27 :The awards by Ombudsman are governed by the following rules:

The award should not be more than Rs.20 lakh (inclusive of ex-gratia payment and other expenses)

The award should be made within a period of 3 months from the date of receipt of such a complaint, and the insured should acknowledge the receipt of the award in full as a final

settlement within one month of the receipt of such award

All of the above

None of the above

Que. 28 :There are certain duties/protocols that the Ombudsman is expected to follow:

Recommendations should be made within one month of the receipt of such a complaint

The copies should be sent to both the complainant and the insurance company

Recommendations have to be accepted in writing by the complainant within 15 days of receipt of such recommendation

All of the above

Que. 29 :The award of ombudsman should not be more than Rs. _________________ (inclusive of ex-gratia payment and other expenses)

30 lakhs

15 lakhs

20 lakhs

10 lakhs

Que. 30 :The award should be made within a period of ______________ months from the date of receipt of such a complaint, and the insured should acknowledge the receipt
of the award in full as a final settlement within one month of the receipt of such award

Que. 31 :The insurer shall comply with the award and send a written intimation to the Ombudsman within ___________________ days of the receipt of such acceptance letter

15

10

30

Que. 32 :____________________________________ :The procedure for filing a complaint is very simple in all above three redressal agencies. There is no fee for filing a complaint
or filing an appeal whether before the State Commission or National Commission. The complaint can be filed by the complainant himself or by his authorised agent. It can
be filed personally or can even be sent by post. It may be noted that no advocate is necessary for the purpose of filing a complaint.

Consumer Forum Orders

Procedure for filing a complaint

Nature of complaints

Consumer disputes redressal agencies

Que. 33 :The awards by Ombudsman are governed by the following rules:

The insurer shall comply with the award and send a written intimation to the Ombudsman within 15 days of the receipt of such acceptance letter

If the insured does not intimate in writing the acceptance of such award, the insurer may not implement the award

None of the above

All of the above

Que. 34 :There are certain duties/protocols that the Ombudsman is expected to follow:

Recommendations should be made within 2 month of the receipt of such a complaint

The copies should be sent to the complainant only

Recommendations have to be accepted in writing by the complainant within 15 days of receipt of such recommendation

All of the above

Que. 35 :The award should be made within a period of 3 months from the date of receipt of such a complaint, and the insured should acknowledge the receipt of the award
in full as a final settlement within ____________________ month of the receipt of such award

3
 2

Que. 36 :There are certain duties/protocols that the Ombudsman is expected to follow:

Recommendations should be made within 2 month of the receipt of such a complaint

The copies should be sent to the complainant only

Recommendations have to be accepted in writing by the complainant within 15 days of receipt of such recommendation

All of the above

Que. 37 :Which of the below will be the most appropriate option for a customer to lodge an insurance policy related complaint?

District Court

Insurance Ombudsman

Police

Supreme Court

Que. 38 :Cold calling is _____

Meeting customers in winter

Meeting customers when they are suffering from cold

Meeting people unannounced

Meeting people after fire was extinguished

Que. 39 :What is the limit of Insurance ombudsman?

10 lakhs

20 lakhs

30 lakhs

40 lakhs

Que. 40 :Which of the below statement is correct with regards to the territorial jurisdiction of the Insurance Ombudsman?

Insurance Ombudsman operates only within the specified territorial limits

Insurance Ombudsman has National jurisdiction

Insurance Ombudsman has State jurisdiction

Insurance Ombudsman has District jurisdiction

Que. 41 :There are certain duties/protocols that the Ombudsman is expected to follow:

Recommendations should be made within 2 month of the receipt of such a complaint

The copies should be sent to both the complainant and the insurance company

Recommendations have to be accepted in writing by the complainant within 30 days of receipt of such recommendation

All of the above

Que. 42 :Mr. Roy had a Life insurance policy of 20 lacs. After his sudden demise his family claimed the same from the Insurer but the insurer rejected the same. Then they
applied for a justice in COPA District level. Being unhappy with COPA’s decision they further applied to the Insurance ombudsman. will ombudsman take the case?

No, because the case was in COPA

Yes

No, because it was beyond Ombudsman limit

None of the above

Que. 43 :Ashis is not getting a death claim of his father’s life insurance. He is has submitted the claim documents before 1 years 8 months. The Claim amount is 18 lacs.
Now where should he complain against the insurance company?

Distinct Level

Ombudsman

State Level

National Level

Que. 44 :Given below are some events that will trigger survival claims. identify which of the below statement is incorrect?

Claim paid on maturity of a term insurance policy

An installment payable upon reaching the milestone under a money back policy

Claim Paid for critical illness covered under the policy as a rider benefit
 Surrender value paid on surrender of an endowment policy by the policyholder

Que. 45 :The ____________________ needs to be a personal financial planner and advisor, an underwriter, a designer of customised solutions and a relationship builder who
thrives on building trust and long-term relationships, all rolled into one.

Life assured

Life Insured

Insurance agent

None of the above

Que. 46 :Communication may take place in several forms:

Oral

Written

Non-verbal

All of the above

Que. 47 :Communication may take place in several forms:

Oral

Written

Using body language

All of the above

Que. 48 :Active listening involves:

Being on time always

Providing feedback

Always having a warm, confident and winning smile

All of the above

Que. 49 :For the subsequent premiums received by the insurance company after the first premium , the company will issue _______

Revival premium receipt

Restoration premium receipt

Reinstatement premium receipt

renewal premium receipt

Que. 50 :The agent can make a great first impression on the client by:

Paying attention

Demonstrating that you are listening

Providing feedback

✔ Being on time always

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