When a customer phones us to advise they have been stopped by police for no insurance or received a letter to say their car is not showing as insured on the MID database follow the below steps:
- Complete GDPR
- Ask for details of the police stop i.e. car is not showing as insured, car modified etc
- Confirm details on the policy are correct
o Correct registration
o Correct car make and model
o Correct drivers
o Any modifications
4. If any policy details are incorrect work to fix this first and ensure the policy is fully on cover. e.g. car reg is wrong by a digit.
5. Create a ticket on Zendesk with full notes of the issue and conversation with the client
6 If all policy details are correct and the MID hasn’t been updated then refer to the insurer and ask them to send the MID message again. This can take 24-48 hours to update.
7. While the client waits reissue a copy of the certificate to the client and advise we will be in touch when the car has been successfully added to the MID. We can check this by entering the car reg on www.askmid.com.
8.Refer to management before updating the client has this may have been part of a complaint and the response will need FOS info included.
If we have made an error with cover refer the case to management and marketing straight away for investigation. Please do not advise the customer if a mistake has been made until the full investigation has been completed and you have been authorised to give the details by management.
See “speaking to a police officer” article on Zendesk for any further details on dealing with these cases.