Due Dates Diaries
When does a case become a Due Date diary?
When the initial 7-day period has passed and the requested information has not all been received.
What should be the first thing you do when working an Unread diary?
Review the documents that have been received.
What workflow would normally be used when all outstanding QMs can be amended to WCS?
MTA workflow.
Which document is the All Clear letter?
IN003. It is issued when the chase is complete and there are no outstanding or pending actions.
Why is it important to update the Insight Case screen when working a case?
The case information should accurately reflect the actions and current status to help the next colleague.
When working an I2 Due Date with documents still outstanding, how many more days is the customer given?
7 days. The customer should also be told what documents remain outstanding and that the policy is at risk of cancellation if they are not received.
What should you compare the documents against when reviewing them?
Check the documents for accuracy and consistency with the policy details.
What workflow would you use if an outstanding QM cannot be amended to WCS?
Conditional Cancellation.
Which document is used when you need to ask the customer for more information during the chase (Not yet the due date)?
IN011, “We need some more information from you.”
You have received a customer NCD, which you can accept. What should you update on the Insight Case screen?
NCD Confirmed = Yes.
What two main outcomes might you consider when information is still outstanding on a Due Date?
You've received only some of the requested documents. What should you establish before contacting the customer?
Review what has been received, determine whether any changes are needed, and establish exactly what is still outstanding and send a IN011.
How long do you tell the customer they have when moving into an MTA workflow at Due Date?
7 days.
What's the difference between IN001 and IN011?
IN001 is the initial chase letter at the start of a Standard 7-day chase. IN011 is used when further/remaining information needs to be requested during the chase.
When should an NCD template be left on the policy?
When NCD has been confirmed by the previous insurer verbally or through an acceptable document.
A QM reaches Due Date. You speak to the customer, can accept the information verbally and no changes are required. What do you do?
Close the case, confirm that the validation checks are complete and ask whether the customer has any questions.
You've received everything requested and all the information is correct, with no changes required. What can you do?
Close the case and send IN003.
What's the purpose of an MTA workflow when a customer hasn't responded to the initial chase?
It is used when the policy needs to be amended to Worst Case Scenario. The workflow gives the policyholder notice of the intended change, due date, costs and available options.
When would you issue a IN008? What communication form would you send this as?
You will send this when you need to do an Unconditional Cancellation. This should be sent as all forms.
You're working a case and notice the LN and licence confirmation fields haven't been updated. What should you do?
Check to see if NCD is confirmed and whether the licence call is successful, then update the relevant field appropriately.
A case has multiple QM Flags outstanding at Due Date. What key question determines whether you use an MTA or Conditional Cancellation workflow?
Can all the outstanding QMs be amended to Worst Case Scenario? If yes, use the MTA route. If one or more cannot be worst-cased, use Conditional Cancellation.
The documents received indicate that a change may be necessary. What should you prepare before making the outbound call?
Review the documents, make notes of the key information and run any necessary quotes in advance so you're prepared to discuss price presentation with the customer.
You have four QM Flags. Three can be amended to WCS but one cannot. Do you split them between MTA and Conditional Cancellation?
No. If one or more of the QMs cannot be amended to WCS, the case goes into a Conditional Cancellation workflow.
A customer supplies documents after the case has closed and the policy has already been amended, but those documents are unacceptable. Which document is used to explain that the changes cannot be reversed on the basis of those documents?
IN007. This document is used where documentation arrives after the case has closed and is unacceptable, explaining why the previous changes cannot be reversed.
When should you update the insight case screen to:
Due date - 8 days. Priority - Normal. Chase type - None. Specific Query - No. Pending Change - Yes.
If we still need information from the customer and we need to set up an MTA workflow, we leave the original workflow and due date, change 'Pending Change' to Yes and set up the MTA workflow.