MTA:
- If the customer is not on direct debit, we must attempt to get payment upfront in the first instance.
- If the customer does not have their card with them but needs the cover straight away, we can proceed. For example, the customer is about to drive a new car away from a garage.
- The customer must be advised that we need payment within 7 days, and we will issue a reminder of the same.
- Make sure the correct email is on file.
- Chase cycle:
- After 7 days reminder
- After 14 days reminder
- After 21 days we issue our 7-day cancellation letter
Renewals:
- We must ask for payment in full or set up a direct debit when renewing a policy.
- If the customer wants to pay in full but does not have their card with them do not renew the policy and arrange a call back to complete the renewal.
- Make sure to reiterate that the policy has not been renewed and confirm the expiry date of the policy.
- Direct debit:
- Customer with us last year and setting up a direct debit for the first time:
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- 20% deposit is needed
- remaining balance over 9/10/11 months.
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- Customer renewing policy and direct debit:
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- No deposit needed.
- Payments are divided over 11 months.
- If your renewal date is more than nine days away, your first payment will be debited from your account on that day.
- Next 11 payments will be on the customers preferred date.
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- Customer with us last year and setting up a direct debit for the first time: