This is something we hope to be a rare occurrence but unfortunately will come up more than we would like.
Firstly, we should be being compassionate and considerate to the person having to make us aware of a bereavement. We should look to acknowledge the loss and offer our condolences to the caller. This will be a difficult time and we don’t want to make it harder. You do not need to ask caller to send in a death certificate or other proof of death.
Process
- Find out who is the executor of the deceased affairs. There are a range of options depending on any arrangements they had. If there was a Will then an Executor will be managing it, if there wasn’t a will it will fall to the next of kin to get a Grant of Administration.
- Update the customer record to "The Executors of XXXX XXXX" this includes OGI, Zendesk and Instil.
- The telephone number and email address should be changed to the executors details.
- Open a new ticket on Zendesk to keep a record of relevant information. Please keep your notes factual and without opinions as these can be requested as part of Data Subject Access Request (DSAR) see DSAR info on Zendesk for more details on this.
- Ask the executor to send us a copy of their ID (driving licence/passport) for the file as part of our validation process. This should be emailed to hello@strollinsurance.co.uk. When this is received add it to the "Executors of XXXXX XXXXX" ticket. If this hasn't been sent by the Executor refer before chasing the document.
- Refer to the insurer - We should make the insurer aware as soon as we are notified that the policyholder has passed away. The insurer may have requirements on how cover continues in that situation or what documents are required.
- Notify instil and ask them to lock down the customer portal as all communication including issuing of new documents will move to email through Zendesk.
- All auto comms must be turned off - refer to Wyley Boston and Instil
- Make sure all correspondence to the executor is addressed to the correct name and NOT to the late policyholder.
- All freetype communications must be signed off by management or peer reviewed. This is a very sensitive time and so if mistakes are made on any communications it can cause a lot of distress.
- Do not send macros that may be inappropriate. e.g. Yay! we have updated your policy.
- If you are unsure of which communication to send refer to a manager.
- Full notes should be added to the Zendesk ticket at every stage of the process.
- We will be managing any refunds on a case by case basis and referring to compliance to ensure we can issue them to the executor. Advise the executor that this will be processed as soon as we can and we will keep them up to date on the refund.