Staff Family & Friends Policy: How To Guide
Here at Stroll Insurance, we want to make sure that your family and friends can get their insurance with us, making life a little easier for them. As you might expect, we havesome guidelines around selling to family and friends which we all must abide by.
The following measures are for the mutual protection for bothour customers and staff so the following guide will help you understand the parameters around this.
Plus,don’t forget, your manager can provide any additional guidance you might need so don’t be afraid to ask.
Let’s get into the nitty gritty
What counts as “Family & Friends”?
Family: Parents, Siblings, Children, Grandparents, Great Grandparents, Aunt’s, Great Aunts, Uncles, Great Uncles and Cousins.
Friends: Any close friend that does not qualify as a family member. It’s important to note that this scheme is not designed for casual acquaintances.
How should we carry out a sale to family members?
Our family members should get the same level of service and information that any other customer could reasonably expect to receive.
- For your family member’s protection, and for your own protection, the only role a member of staff should have in a sale of any insurance product to a family member is to act as an introducer only.
- The member of staff introducing the family member should under no circumstances complete the quote or incept cover on either Open GI or any other insurer portal.
- The family member should be introduced to an unrelated member of the team who will complete the quote for them, as per the current guidelines using the recorded telephone system.
- If the family member does not proceed with cover then and there, any follow up calls must come from an unrelated sales advisor/seniormanager and must not be from the staff member that introduced the customer.
- If the family member proceeds with cover, all relevant compliance requirements and scripting must be delivered to the customer in the same way, just like we would with any other customer.
- This makes sure our family members are fully informed and able to make a considered purchase.
- For telephone sales, our recorded telephone equipment should be used at all times. Under no circumstances should a mobile phone or any other personal device be used to communicate in relation to the insurance policy.Personal /work emails must not be used, which follows normal company policy.
- Sales will be spot checked to ensure that sales comply fully with this guidance.
- The member of staff who introduces the policy must never add the receipt to OpenGI or collect payment.
- The staff member introducing the family member should never conduct an MTA on the policy, again this should be passed to an unrelated member of the team to complete in the correct way with the customer via our recorded telephone system.
Failure to comply with the Family and Friend Scheme guidancemay constitute a breach of the Code of Conduct and lead to steps being taken under the Company Disciplinary policy and procedures.
Sales To Friends
For your own protection, we recommend that friends are passed to a colleague to deal with the sale.
However, should you wish to handle the transaction, you may do sohowever you must complete a proper fact find with the customer.
- Under no circumstances should any information be assumed or completed without confirming it with the customer.
- If your friend decides to proceed with the policy, all information and compliance scripts must be delivered to the customer justas you would with any other customer.
- Sales will be spot checked to ensure that sales comply fully with this guidance.
- For telephone sales,our recorded telephone equipment should be used at all times and under no circumstances should a mobile phone or other personal device be used to communicate in relation the insurance policy.Personal /work emails must not be used, which follows normal company policy.
Failure to comply with the Family and Friend Scheme guidancemay constitute a breach of the Code of Conduct and lead to steps being taken under the Company Disciplinary policy and procedures.