General knowledge
What's the purpose of the project?
To issue payments to our customers that we have underpaid on their total loss claim
What is the email address that customers will be emailing into?
writeoffsupport@hastingsdirect.com
What does MTL stand for?
Motor total loss
What can we do if the customer cannot read the letter?
Add a support flag and tell them we will send the letter to them in a relevant format.
What is a total loss motor claim?
This is when you’ve made a claim on your insurance policy where:
• We found the vehicle damage was beyond economical repair.
• Or the vehicle was stolen and not recovered.
What does ID&V stand for?
Identity and verification
What are the folders called under the write off support?
Allocation, completed and sent items
Who are the FCA and are they are they aware of this review?
The Financial Conduct Authority - yes they are aware
How many times can the customer fail ID&V before you have to terminate the call?
Twice
What does it mean by "customer gone away?"
Means the customer is no longer at the address we have on file
What are the dates between of the claims that have been reviewed?
November 2017 - December 2023
What two things do we need to check on an email before sending?
1. Check the email is being sent from the write off support email
2. Check that your signature displays the right information
What happens if a customer wants to opt out?
Take down the reason, explain purpose of the review and report on the MTL tool and CC.
Customer has rang in wanting to change their payment from cheque to electronic, what are your next steps?
1. Confirm DPA
2. Check they haven't already cashed their cheque
3. Confirm their bank details
4. Thank them and let them know we will send their payment in xx days
How long do customers have to cash their cheque?
6 months
What is the interest rate that we are adding to payments?
8%
What should be included in your signature?
Name
Customer support team
Hastings Direct
What are the three ways we can assure customers that this is not a scam?
1. Refer to the letter that we have sent
2. Email us at writeoffsupport@hastingsdirect.com
3. Offer a call back
When would we leave a voicemail?
When out bounding to the customer but only after the first attempt.
What is the reference code we put onto the complaint?
MTL-REM
What is the time frame for a case handler to resolve a complaint?
4 days
Once you have finished the email, what two things can you do to make sure the email is ready to send?
1. Ask a colleague to read the email for any jargon you might have missed
2. Read the email out loud
How many others are affected by this review?
Sorry, we can’t answer this. Data protection laws mean we can’t share information about other customers. We have a dedicated team of people working hard to put things right for affected customers. Also, we’ve only contacted those customers who’ve been affected and who we owe money.
What is the name of the company who are handling the claim correspondence?
Adare