|
Question |
Requirement |
Score |
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Initial Contact
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Name |
Name given at beginning of call |
1 |
|
Duty of Disclosure |
Please take reasonable care to answer all the questions honestly and to the best of your knowledge. If you don’t, your policy may be cancelled, or treated as if it never existed, or your claim rejected or not fully paid.’ OUTBOUND ONLY |
2 |
|
Data Protection Checks |
Completed at the start of the call. Email AND one other form asked eg DOB, Postcode, Vehicle Reg, Phone Number |
2 |
|
Email Script Read |
You will receive your insurance documents today. You will receive a confirmation email, and that email includes a link for you to set up your password for your Stroll account. All documents will be available in your Stroll account, and you can also download the mobile app to have everything in the palm of your hand.” “Can you confirm that the email address that you wish to use today is xxxxx?” “Please check your documents carefully to ensure the information enclosed is correct.”
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2 |
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Demands & Needs/Suitability |
|
|
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Personal Details checked |
Name(s), DOB(s), Address, Occupation incl P/T/Vol work |
5 (critical error) |
|
Home Owner |
Check if drivers are home owners |
2
|
|
Accidents, Convictions, Penalty Points, Medical Cons |
Asked correctly and in full as per question wording. Have you had any accidents or claims regardless of blame in the last 5 years? • Have you ever had any convictions or do you have any prosecutions pending? • Have you had any fixed penalty offences in the last 5 years? • Do you have any medical conditions or disabilities which the DVLA need to be aware of?
This must be asked for all drivers. We will accept if this is asked “for any driver of the vehicle”
|
5 (critical error) |
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Vehicle details |
Asked in full and none missed. • Make/Model • Vehicle Value • Date of purchase • Year of Make • Modifications • Registration Number (using phonetic alphabet) • Postcode car kept at overnight • Registered owner and keeper |
5 (critical error) |
|
Non Motoring Cons/Insurance cancelled, refused, declined, increased premiums |
This must be asked for all drivers. We will accept if this is asked “for any driver of the vehicle”
|
5 (critical error) |
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Is the correct? |
All these details checked.
• Use (commuting/bus use) • Level of Cover (Comp/TPFT/TPO) • NCD Protection • Details of previous Insurance
|
5 (critical error) |
|
PNCB Details explained |
• Cost of PNCB • Number of years being protected in NCD • Average % discount allowed for years earned and they are protecting • Number of claims before bonus affected
|
2 |
|
PNCB script read |
No Claims Bonus protection does not protect the overall price of your insurance policy. The price of your insurance may increase following an accident even if you are not at fault”
|
2 |
|
Clear, Fair and not misleading |
e.g. - add ons mis sold or bundled into the price. Overpromising on cover. Statements like we are the only broker to sell excess protection.
|
5 (critical error) |
|
Significant Exclusions/Limitations |
• Were the significant exclusions and/or limitations pointed out to the customer? E.g. DOC extension excluded • Was the excess advised to the customer? (Total excess including non-approved repairer increases)
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5 (critical error) |
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Was all advice suitable? |
Cover explained correctly |
5 (critical error) |
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Premium/Fees/Finance |
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|
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Was the insurance premium clearly stated? |
Premium stated without Policy Extras |
1 |
|
Were all fees disclosed? |
Was the £30 admin fee given? (Stroll not charging at the minute) • If paid by finance was the 15% interest advised? • If finance – “the total amount you will pay to finance your insurance is £xxx, which includes Interest of £xxx. Following the payment for your deposit of £xxx, there will be x monthly instalments of £xxx”.
|
1 |
|
Were all payment options offered? |
· Pay in full or by DD – · If DD 20% deposit and monthly options are 8/10/11 monthly for new agreements all options must be given. · Renewal DD is 11 months only |
1 |
|
Account/Card holder’s consent |
· If the payment is being made by a card or finance being set up on an account that is not the policy holder’s consent must be gained from the card/account holder. This must be gained on the recorded part of the call. • If CPF “ Are you the account of a UK bank or building society and you are the only person required to authorise debits”.
|
1 |
|
Legal Expenses |
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|
|
Legal Expenses offered? |
Was it offered to the client? |
1 (sales) |
|
Is it clear it is optional? |
· The client has to agree to take on the cover and is clear it is a separate optional policy. |
5 (critical error) |
|
Is the name of the insurer given ARC Legal Assistance
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|
1 |
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Legal Features & Benefits advised?
|
• £100,000 for anyone claim for the recovery of uninsured losses. • £25,000 for motoring prosecutions. • 24/7 helpline. |
2 |
|
Legal Exclusions and Limitations advised? |
• Applies to non-fault accidents for any one claim. • Subject to a reasonable prospect of success.
|
2 |
|
Price given |
15 |
2 |
|
Roadside Assistance Platinum |
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|
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Did the technician offer Roadside Assistance Platinum? |
|
1 (sales) |
|
Is it clear that Roadside Assistance Platinum is optional? |
The client has to agree to take on the cover and is clear it is a separate optional policy. |
5 (critical error) |
|
Is the name of the insurer given Axa Assistance? |
|
1 |
|
Breakdown Features & Benefits |
• It covers you if you breakdown in the UK or Republic of Ireland. • It provides you with cover for 1-hour free labour at the roadside, towing to a competent repairer or your home address. • It also provides cover if you breakdown outside your own home. • Stroll Breakdown Plus cover offers unlimited mileage for recovery anywhere in Northern Ireland or the Republic of Ireland.
|
2 |
|
Price of BD disclosed |
30 |
2 |
|
Smartfob Keycare |
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|
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Did the technician offer Smartfob Keycare? |
|
1 (sales) |
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Is it clear the Smartfob KC is optional? |
The client has to agree to take on the cover and is clear it is a separate optional policy. |
5 (critical error) |
|
Is the name of the insurer given Smartfob Keycare |
As long as “Smartfob Keycare” is mentioned in the script it is ok.
|
1 |
|
Smartfob KC Features & Benefits
|
• 1,500 annual cover for the loss, theft or breakage of all keys or associated locksmiths costs. • No XS payable and NCB will not be affected. • SmartFob Keycare also gives you some additional features such as locating your keys or finding your mobile phone using the handy electronic fob or mobile app
|
2 |
|
Smartfob KC Exclusions and Limitations |
• £100 limit per incident where keys are locked in property or keys break in the ignition or lock.
|
2 |
|
Is cost of KC disclosed |
25 |
2 |
|
Duplicate cover explained |
|
2 |
|
Replacement Car |
|
|
|
Did the technician offer Replacement Car? |
|
1 (sales) |
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Is it clear the RC is optional? |
The client has to agree to take on the cover and is clear it is a separate optional policy. |
5 (critical error) |
|
RC Features & Benefits |
• Provide a replacement car up to 21 days if your car is written off
|
2 |
|
RC Exclusions and Limitations |
• Must be an “at fault” accident, fire or theft (not recovered). • The vehicle must be written off. • This will not cover any additional fee your insurer may apply • When Applicable - This is in addition to the (14 days if Prestige Aviva), (7 days if AXA) provide cover for with your private car policy.
|
2 |
|
Is cost of RC disclosed |
15 |
2 |
|
Duplicate cover explained |
|
2 |
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Excess Insurance |
|
|
|
Did the technician offer Excess Insurance? |
|
1 (sales) |
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Is it clear the Excess Insurance is optional?
|
The client has to agree to take on the cover and is clear it is a separate optional policy.
|
5 (critical error) |
|
Is the name of the insurer given Axa Assistance?
|
|
1 |
|
Excess Insurance Features & Benefits |
An Excess Insurance policy will reimburse the excess amount you may have paid provided the claim is more than the total policy excess at the time of the incident and is reported within a 31 day period to the insurer – AXA Assistance. You can select from several bands that set the total amount you can claim for during the policy regardless of the number of claims you make.
|
2 |
|
Excess Insurance Exclusions and Limitations |
Amount of the claim must be more than the total policy excess applicable at the time of the claim. • Must be reported within 31 days.
|
2 |
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Is cost of Excess Insurance disclosed?
|
Level 1- £25 (up to £350 XS) Level 2- £30 (£351-£500 XS) Level 3- £40 (£501-£750 XS) Level 4- £45 (£751-£1000 XS) Level 5 - £60 (£1001-£1500 XS)
|
2 |
|
Policy Extras |
|
|
|
NB – Did they offer 4/5 policy extras? |
|
1 (sales) |
|
RNL/TNB – Same policy extras as last year offered? |
|
1 (sales) |
|
Scripts/Statements |
|
|
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Compliance Statement/Going on cover statement |
“We are an insurance intermediary who acts….” To be read at NB/TNB |
2 |
|
CBPF Statement |
Read at set up of new agreements. If client was on DD last year then the payment amount, interest rate and confirm account holder who can set up dds. |
2 |
|
Explicit Consent gained? |
Was it clear to the policyholder that the policy was going on cover?
Statements like “I will send over your documents, and you can ring us back and pay” won’t be accepted |
5 (critical error) |
|
Document upload reminder script |
Read at NB and if applicable to RNL/TNB eg if you need a licence copy for that insurer.
please upload a copy of both parts of your driving licence; front and back and a copy of your Proof of no claims bonus/Named driving experience (if applicable) within 7 days of your policy cover starting” adjust if another document is needed. |
1 |