When taking the call, start with the below:
- You are speaking to XXXXX at the My Portal Customer Satisfaction team how can I help?
- Please can you confirm your Date of Birth, Post Code and Registration Number for Data Protection?
- When would you like the change to commence from?
Does the client have authority to make changes to the policy?
Change of Address P86
- Confirm full address/ abode type (Screen 1)
- Where is the vehicle kept overnight? Home address? (Screen 4)
- Is the policy holder a house owner? (Screen 10)
Price Presentation
- The Additional/Return premium is £XXX.XX, this includes our administration fee of £40.00 and 10% of the UW premium.
- Notify the client of any other changes to their policy e.g., Excess.
- Advise on payment options/disclose CPF charge (If on Direct Debit) N.B. There needs to be 3 or more direct debits to spread payment across the direct debits.
- Offer rebroke (if applicable)
- "Is it your card that you are looking to pay with today?" If not then you would need to obtain authorization from the card holder.
CDL Reminders
- Make relevant notes on the customer's file (Program 37)
- Issue relevant documents (Program 37)
- If MTA not processed set relevant diaries to contact the customer _ if applicable (Program 37)
- Take correct payment/ add to instalment book _ if applicable (Program 66)
Update address on CPF if it is an instalment policy.