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?
Adding a Named Driver
- Confirm full name/marital status/date of birth/residency? (Screen 6)
- Confirm licence type and length held (Screen 6)
ACCEPTANCE CRITERIA - (Screen 6)
- Do you or any other driver suffer from any Medical Conditions, which you need to disclose to the DVLA?
- Have you or any other driver ever received any criminal convictions?
- Have you or any other driver ever had insurance cancelled, voided, refused, or had any special terms imposed?
- Have you or any other driver ever been declared Bankrupt, liquidated, or insolvent or had any CCJ's?
- Confirm relation/ use of vehicle/ access to other vehicles (Screen 6)
- Confirm occupation full time and part time (Screen 6)
CLAIMS/CONVICTIONS
- Have you (or any other driver) been involved in or suffered any accidents, incidents, claims or losses, fault, or non-fault during the past 5 years on any vehicle?
- Have you (or any other driver) EVER received any motoring convictions, points, or fines, including fixed penalties?
- Are there any prosecutions pending or have you received notice of intended prosecution?
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.