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Stroll Call Audit Help Sheet - MTA

  • Updated

 

 

Question

Requirement

Score

Initial Contact

 

 

 

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.  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.”

 

2

Demands & Needs/Suitability

 

 

Confirm change is being made to the correct risk?

Reg of the car checked phonetically to make sure we are making the change on the right policy. Customer could have more than one policy with us or elsewhere

2

Have all relevant details been checked depending on the change?

Change of vehicle

 

·       Registration of the new car checked phonetically,

·       exact make and model of the vehicle,

·       CC, Petrol/diesel,

·       manual/auto,

·       body type,

·       year of make,

·       modifications,

·       value,

·       postcode where vehicle kept at night.

·       Reg owner and keeper

·       Purchase date 

 

5 (critical error)

Permanent Additional Driver
  • Driver Name(Check spelling using phonetic alphabet):
  • Date of Birth:
  • Occupation:
  • Driving Licence Held (UK/EU/International/Full/Provisional):
  • Length of time driving licence is held:
  • Is the driver a UK resident?
  • Has the driver had any accidents or claims regardless of blame in the last 5 years?
  • Has the driver ever had any convictions, been disqualified or do you have any prosecutions pending?
  • Has the driver had any fixed penalty offences in the last 5 years?
  • Does the driver have any medical conditions or disabilities which the DVLA need to be aware of?
  • Has the driver ever had insurance cancelled, refused or declined?
  • Has the driver had any increased premiums or special terms imposed on an insurance policy?
  • Does the driver have any non-motoring convictions?
  • Start date and time:

 

5 (critical error)

Temp Add Driver
  •  Driver Name(Check spelling using phonetic alphabet):
  • Date of Birth:
  • Occupation:
  • Driving Licence Held (UK/EU/International/Full/Provisional):
  • Length of time driving licence is held:
  • Is the driver a UK resident?
  • Has the driver had any accidents or claims regardless of blame in the last 5 years?
  • Has the driver ever had any convictions, been disqualified or do you have any prosecutions pending?
  • Has the driver had any fixed penalty offences in the last 5 years?
  • Does the driver have any medical conditions or disabilities which the DVLA need to be aware of?
  • Has the driver ever had insurance cancelled, refused or declined?
  • Has the driver had any increased premiums or special terms imposed on an insurance policy?
  • Does the driver have any non-motoring convictions?
  • Start date and time:
  • End date and time:

 

5 (critical error)

Temp Sub
  • Vehicle registration (check this using phonetic alphabet) :
  • Confirm the
  1. Make, 
  2. Exact Model, 
  3. CC, 
  4. Year, 
  5. Value, 
  6. Petrol/Diesel, 
  7. Manual/Auto
  8. Body Type (estate,saloon,hatchback):
  • Purchase date if applicable
  • Who is the registered owner and keeper/where is vehicle coming i.e. garage?
  • Has the vehicle been modified in anyway?
  • Has the vehicle ever been written off?
  • Confirm postcode where car will be kept at overnight
  • Where will the vehicle be parked? (driveway, garage, public road)
  • Start Date and Time:
  • End Date and Time:

    •  

    5 (critical error)

    Temp Add Vehicle

    ·       Vehicle registration (check this using phonetic alphabet) :

    ·       Confirm the

    o   Make,

    o   Exact Model,

    o   CC,

    o   Year,

    o   Value,

    o   Petrol/Diesel,

    o   Manual/Auto

    o   Body Type (saloon, hatchback, saloon)

    ·       Purchase date if applicable

    ·       Who is the registered owner and keeper?

    ·       Has the vehicle been modified in anyway?

    ·       Confirm postcode car will be kept at overnight

    ·       Where will the vehicle be parked? (driveway, garage, public road)

    ·       Start Date and Time

    ·       End Data and Time

     

    5 (critical error)

    Address Change

    ensure postcode is checked phonetically (does the phone number need to be updated) check where vehicle is kept overnight at new address.

     

    5 (critical error)

    Change of Occupation

    ·       check use – business or commuting

    ·       mileage

     

    5 (critical error)

    Change of bank details /guarantor

     

    ·       ask customer to reconfirm to ensure they are correct

    ·       confirm date of monthly payments

     

    5 (critical error)

    Change of reg

    ·       confirm correct vehicle is on cover

    ·       read back new registration phonetically

     

    5 (critical error)

    Change of name

     

    ·       confirm spelling

    ·       martial status need updated?

     

    5 (critical error)

    Significant Exclusions/Limitations Depending on change 

    ·       Were the significant exclusions and/or limitations pointed out to the customer?

    ·       MTA causes the change, such as a change to occupation excluding DOC that they need to advise this. 

    ·       Acceptable risk to insurer? – e.g. temp add driver with penalty points and no referral to insurer, temp sub over 28 days without insurer referral

     

    5 (critical error)

    Excess Advised 

    All excesses advised. If young driver added ensure the young driver excess is advised. 

     

    2

    Was all advice given suitable?  

    All cover advice and information given to the client correct. Eg DOC,

    5 (critical error)

    Premium/Fees/Finance

     

     

    Check if any outstanding balance due before change is processed?

     

    Premium stated without Policy Extras

    1

    Were all fees disclosed?

    Was the £30 admin fee given? (Stroll not charging at the minute)

     

    1

    AP/RP advised?

     

    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

    CBPF Affordability Script read?

                  Your finance is provided by Close Brothers Premium Finance. As part of the process Close Brothers may use credit scoring, credit reference agencies and automated decision making systems to assess the affordability of your application. Close Brothers will then write to you with updated information about your loan. It is important to read this and if you have any queries let us know. 

     

    2

    Legal Expenses

     

     

    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

     

     

    1

    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

     

     

    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

     

     

    Did the technician offer Smartfob Keycare?

     

    1 (sales)

    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)

     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

    Excess Insurance

     

     

    Did the technician offer Excess Insurance?

     

    1 (sales)

    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

    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
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