Off hires
CL18A
An escalation to send to a customer when non contact on arranging the OH
24 hours
The off hire timescale for when the customer's PAV is processed as a CHAPS payment
Insurance Premiums
Something that helps to fund MIB services
Jargon
Something we must avoid using when speaking to a customer
TP01 / TP05 / TP03
Letters sent to a third party to obtain TPI information and advise them to report to their insurer
Call to the garage
Something that must be done when arranging a deliver and swap
16-19 days
The amount of days we break even on these claim, when it comes to penalties with the TPI
Fully Comprehensive
If a customer has this policy type, the MIB can not pay out for their total loss. They must utlise their own insurance policy
1 hour
How long handlers have to attempt resolving the complaint before it goes to a manager
Validation
Something we must check has been done if we receive a letter on file from the TPI
Escalation Template
Something that needs to be sent to the hire teams when looking for a smaller collection window for an off hire
Electronic ABI-D
A way the Protocol team notify some of the insurers on the scheme that we are dealing
Police reference
Something we require to be able to log the claim with the MIB
Legal Ombudsman
A body that will take on the customer's complaint, if they arent satisfied with the outcome from SGSM
Checking witness details
If the customer were to advise there was a witness on their CLARF. We must check that CARS has this witness information and send a statement for them to complete
Customer retention
Part of the off hire script which must be covered with the customer when arranging collection
Delegated authority
A process used by on the scheme, where the garage can start work on the vehicle before authority is received from the engineers if they believe the vehicle will definitely be repairable
Claim reference
An element we require off the MIB before we can send the claim to override
8 weeks
A timescale noted in the CACKN letter, advising the customer how long our CRT will take to investigate and respond to their complaint if needed
Customer contact information
If the TPI requests this, we must speak to the customer for consent before passing these on.
Plant pot
Collaboration Protocol PAV Payment Authority
What does CPPPA stand for?
Liability dispute
An instance whereby if the third party disputes, the MIB can not pay out for the loss of the vehicle
Gesture of goodwill
Assignment and agreement form
A document that is received from the TPI, this must be signed by the customer and sent back to SGSM