Cancellation script
Agent: Hello, thank you for calling My Portal Customer Satisfaction team. My name is [Agent Name],
how can I assist you today?
Customer: Hi, I would like to cancel my insurance policy please.
Agent: Of course, I'll be happy to assist you with that. To begin with, can you please confirm your
postcode for me?
Customer: Yes, it's [Postcode].
Agent: Thank you. And can you also confirm your vehicle registration number and date of birth,
please?
Customer: My registration number is [Registration Number], and my date of birth is [Date of Birth].
Agent: Great, thank you for that. Now, before we proceed with the cancellation, I just would like to say that we are so sorry to hear that you are leaving us today. Can you please confirm the reason for cancelling the policy?
Customer: I have sold my van.
Agent: I understand. Do you have another vehicle that we can put on cover.
Customer: No, I do not.
Agent: You are a valued customer to us, please consider using us again in future when you get a
replacement vehicle.
Customer: I will do
Full Year Premium Due (Except for Aviva Policies)
In light of the claim on your policy, the full year's premium of £905.31 is due, as outlined in your terms and conditions.
Insurer Refund
So, as you’re looking to cancel your policy from today. Your insurer has issued a refund of £905.31 for the remaining days of your policy.
Broker Cancellation Fee (£45)
Agent: we charge a standard £45.00 cancellation fee.
Reclaimed Inception Discount
Agent: when you set up your policy, you received a broker discount from us. This means that we, as your broker, paid for the discounted portion of your coverage to offer you a better price. In order to be fair, we will need to reclaim the unused discount of £50.00 on a pro-rata basis upon cancellation.
This ensures that the discount is only applied to the time you were covered by the policy.
Policy Commission (if above 25%) – inception fee
Agent: regarding the commission that has been applied to your policy, you're eligible for a pro-rata refund of £100.00.
Policy Addons (only if Addon within 14 days)
Agent: now, let's discuss add-on policies. Since you purchased your policy add-on within the last 14-days we are also able to refund you for this!
Refund Owed:
Agent: thank you for your patience as we went through the details of your cancellation figures.
We're pleased to inform you that upon cancelling your policy, you will be eligible for a refund of
£56.00. Would you like me to proceed with the cancellation for you?
Debt Owed:
Agent: I appreciate your patience during this detailed explanation of your cancellation figures. To finalise the cancellation of your policy, the total charge today will be £105.00. May I proceed with charging this amount to the card on file?
> IF HAPPY
Agent: thank you for your payment today. I can confirm that the outstanding balance has been cleared. We're truly sorry to see you cancel your policy and leave us. We appreciate the time you spent with [Brand] and wish you all the very best in your future endeavours. If you ever need
assistance or have any questions, please don't hesitate to reach out to us.
> IF UNHAPPY
Agent: I understand your concerns. We do offer a flexible, interest-free payment plan that many of our customers find helpful. You have the option to split the payment over 3 or 6 months, and we will automatically collect the payment from your card on a specified date each month, without any interest charges. For example, a 3-month plan would be just £xx.xx per month, while a 6-month plan would be only £xx.xx per month. Which option would work best for you?
> IF HAPPY
Agent: thank you for your payment today. I can confirm that the outstanding balance has been
cleared. We're truly sorry to see you cancel your policy and leave us. We appreciate the time you spent with [Brand] and wish you all the very best in your future endeavours. If you ever need assistance or have any questions, please don't hesitate to reach out to us.
> IF UNHAPPY:
Agent: how about I have a word with my manager to explore the possibility of offering you a 12-month plan? This could potentially reduce your monthly payment to just £xx.xx. Would that be of interest to you?
>UNABLE TO COLLECT BALANCE
Agent: we will continue to send you reminders outlining your payment options. However, it's crucial to understand that if the outstanding balance remains unpaid, it will likely have a negative impact on your credit rating. I must also inform you that failure to address this balance could result in the account being passed on to Credit Resource Solutions, a debt collection agency. In such a case, additional interest and fees may be added to the outstanding balance.
Please be aware that if the debt continues to be unresolved, legal action may be taken to recover the outstanding amount. We strongly encourage you to address this matter as soon as possible to
avoid these potential consequences.
Agent: Is there anything else I can assist you with?
Customer: That is all for today, thank you.
Agent: You're welcome. Thank you for choosing My Portal. Have a great day!