If the customer has declared an amount of no claims bonus available to use on our policy, we must validate it. This requires either paper proof or verbal confirmation from the customer’s previous insurer. Some insurers will not allow verbal confirmation and so paper proof is the only acceptable option. These insurers are listed on the validations cribsheet along with ones that need the policyholder’s specific permission noted on file in order to disclose details to us. It is best to inform the customer straight away if their previous insurer is listed on the referral guide as it means we need more documentation/contact from the customer in order to complete the audit.
As standard the customer is requested to inform us of the insurer’s Name, Policy Number and preferably telephone number also in order for us to contact them for validation. Upon receiving these details, you will complete an INFO.NCB on CDL and add additional notes of any importance to help the verbal validation. For example, If the customer is on the phone ask them if they were insured at the same address and if they say no make sure you note the old address details. That way when we attempt DPA with the old insurers we are more likely to be able to pass.
Once the INFO.NCB is done you would succeed the NCB task on the Audit Tool which would allow the policy to move into NCB Validations when all other chase tasks are succeeded also. If you receive paper proof of No Claims Bonus you may be able to succeed the validations tasks also – please see the next section.