IVR/DPA
What needs to be confirmed to complete DPA?
2 identification checks (including full name) and 1 verification check
What is the worst case scenario for QM Mileage?
The highest quoted mileage (up to 40,000 if not business use)
Can we revert an MTA if another change has been made since?
No, we can only revert the most recent MTA
What is the honesty statement and when do you need to read it?
“I need to check the details we hold for you, so you have the right cover in case you ever need to make a claim.”
Should be read before we question the customer about any details for QM flags.
The PH has emailed in NCD, which needs amending. Nothing else is needed.
What workflow would you use and how would you set up the Insight Case screen? (Due date – Priority – Chase Type – Specific Query – Pending Change – Do you wish to close Insight Case?)
MTA workflow to amend to confirmed NCD.
Due date – 8 days
Priority – Normal
Chase Type – none
Specific Query – No
Pending Change – Yes
Do you wish to close Insight Case? – Yes
If DOB is already entered in IVR, what else needs to be confirmed?
PH’s full name and 1 verification check
What is the worst case scenario for QM occupation?
The occupation/business type from the quote data that rates the highest.
When should MID and Sherlock be checked?
MID – any NCD flag if the vehicle isn’t a new purchase
Sherlock – any claims flag
What price pres statements do you need to read if there’s an AP on a direct debit policy?
“You can pay for the additional premium in full, or spread it across your Direct Debit payments, which will incur interest. Which would you prefer?”
“Alternatively, I can look at a quote to start a brand new 12 month policy which has the correct details, or I can give you a quote to cancel the policy in the next 7 days, which means we won’t make any of the changes.”
PH has sent in no documents and it’s now passed the due date. You are amending mileage to worst case.
What workflow would you use and how would you set up the Insight Case screen? (Due date – Priority – Chase Type – Specific Query – Pending Change – Do you wish to close Insight Case?)
MTA workflow to amend to highest quoted mileage.
Due date – 8 days
Priority – Normal
Chase Type – none
Specific Query – No
Pending Change – Yes
Do you wish to close Insight Case? – Yes
If an authorised contact calls in, what needs to be confirmed to complete DPA?
The authorised contact's full name and DOB, the PH’s full name, 1 further identification check for the PH and 1 verification check
What is the worst case scenario for QM ownership?
The HPI date. If blank, then the most recent purchase date that was quoted.
What is the criteria to check for BICAN?
4+ different QM flags
4+ unrelated occupations quoted
4+ different postcodes quoted
What are the wrap up statements and when would each need to be read?
(If we have made a change/cancelled the policy/sent new chase documents) "We'll send your new documents via email. They'll also be available in MyAccount and the app within 24 hours, please read them carefully."
(If we still need information) "You can send us the information we've asked for in the app, MyAccount or via email. Also in the app, you also have access to our 'WhatsApp-style' messaging service if you ever need help."
(On all calls) “Have you got any questions or anything else I can help you with?”
PH has sent no documents and it’s now passed the due date. You quoted to amend to worst case but it referred.
What workflow would you use and how would you set up the Insight Case screen? (Due date – Priority – Chase Type – Specific Query – Pending Change – Do you wish to close Insight Case?)
Can’t amend to worst case, so would extend with a CC workflow for anything still outstanding.
Due date – 7 days
Priority – High
Chase Type – Conditional Cancellation
Specific Query – Yes
Pending Change – No
Do you wish to close Insight Case? – N/A
What do you need to do if the PH calls in and multiple drivers appear on the IVR screen?
Select the PH’s name, then complete DPA as normal from the IVR screen
What is the worst case scenario for PM3?
None, would be a CC workflow
What are the 3 clear flags that we don’t work?
Fraud Score
Time of Day
Targeted Risk
What statements need to be read when adding an authorised contact?
“This authorised person will have the same authority on the policy as you, except for changing any email or policy addresses. Is that ok?”
(If adding permanently) “This authority will apply year on year unless you tell us otherwise.”
For a QM convictions flag, we received the PH’s licence but not the SML. The licence years needs amending and it is passed the due date.
What workflow would you use and how would you set up the Insight Case screen? (Due date – Priority – Chase Type – Specific Query – Pending Change – Do you wish to close Insight Case?)
MTA workflow to amend licence years to confirmed info and convictions to worst case.
Due date – 8 days
Priority – Normal
Chase Type – none
Specific Query – No
Pending Change – Yes
Do you wish to close Insight Case? – Yes
What do you need to do if an authorised contact calls in and multiple drivers appear on the IVR screen?
We can only use the IVR screen to complete DPA with the PH, if an authorised contact calls you would navigate to the account level to complete DPA
What is the worst case scenario for QM convictions?
Add all undisclosed convictions, if 3 or more then would be CC workflow.
Name 3 reasons we could Greylist a customer.
3+ undisclosed claims
3+ undisclosed convictions
Any undisclosed conviction beginning with AC, BA, UT, D or TT99
Confirmed fake documents
Unacceptable modifications
What statements need to be read on every rebroke call?
“All cover details and terms and conditions will stay the same as your previous policy unless we discuss them on this call. Is that ok?”
“Based on the limited details we’ve gone through today; do you have any questions?”
“Ok, are you happy to go ahead?”
PH’s occupation needs amending but we haven’t received NCD proof yet. There are still 3 days until the due date.
What workflow would you use and how would you set up the Insight Case screen? (Due date – Priority – Chase Type – Specific Query – Pending Change – Do you wish to close Insight Case?)
MTA workflow to amend PH’s occupation and send an IN011 as well to request NCD proof. IN011 would still use the initial due date on Insight Case screen.
Due date – stays the same
Priority – stays the same
Chase Type – stays the same
Specific Query – stays the same
Pending Change – stays the same
Do you wish to close Insight Case? – No