AMENDMENTS
What is the admin fee one PRV for making changes online?
19.04
When changing a preferred payment date, what would we need to confirm other than the new instalment date
APR%
What does FISSUE stand for?
Feedback and Issue
Breakdown and Protection of NCD
Name a scenario when MLC should be offered on an amendment call?
Name two Public questions when completing ID&V
First line of address
Post Code
Date of Birth
How many days would a customer have in order to change their payment method from Single Payment to Monthly instalment?
21 Days
Name one factor that would result in a FISSUE being recorded?
Dissatisfaction
Make/model/claims/convictions/drivers/cover/add-ons.
Name the limitation to read when a customer accepts GHC+
Just to make your aware the GHC+ might not be the same as yours in terms of type, value or status is that okay?
What is telematics referred to on Directline?
Drive Plus
When adding a new card for an outstanding payment, and your customer is currently on manual renewal, which colour prompt should be used?
Red/Payment changed/Currently on Manual renewal
Name two factors that would result in a formal complaint being recorded
Financial loss and or Material Distress
When making a quote like for like by removing GHC+, what statement should be confirmed to your customer?
"The courtesy might not be a similar size or style to your car"
If a customer wants to cancel breakdown cover after they have used it, what refund amount would they get?
No refund due
Which screen is used to waive admin fee's
Policy Review
If more than one signature is required to authorise the direct debit, what would not be applicable on this call?
You are logging a complaint for an authorised contact on behalf of the policy holder, which option should be selected under contact involvement ?
Contact represents someone else
A customer on manual renewal decides to decline the renewal invitation. Name the two pieces of information we would need to confirm to your customer as per the prompts
Lapse date/Price is valid until renewal
What should be offered when changing main driver over on a policy
PNCD
When a customer discloses a Conviction for an additional driver, what would we need to inform the customer of at renewal stage
Excess may increase at renewal stage
Who should a customer contact when we are declining monthly instalments
Experian
A customer logs a complaint and alleges that the financial loss we caused her resulted in her being terminated from her employment. Select the category that would need to be selected on the complaint
Financial Resilience
When confirming the fee's during the cooling off period, give the fee's and amounts in order of the prompts (Churchill)
Cancellation fee-53.76
Online fee-19.04
Contact Center-26.88
How long would it take for us to cancel telematics if the device is not fitted
7 Days