“Cover Errors”. This category will be used to record the less serious cases where there was a potential for the customer to be left with no cover rather than actually being left without cover. (If the agent phones the client and amends the policy, we don’t then log a no cover it stays as a cover error)
Examples: Did not ask P/T or voluntary work, did not ask if client needed business use, didn’t ask for motoring or non-motoring convictions, didn’t ask claims question, didn’t explain broker express oil endorsement, didn’t advise DOC is excluded. Etc
“No Covers” where the customer has actually been left without cover.
Examples: Policy not renewed correctly, Add Ons not cover, Business Use asked for but not added, Motoring Convictions disclosed but not added.
Process
- When the cover error/no cover has been discovered email management to log with full details.
- The questions below are the most likely to produce no covers or cover errors.
- If these have not been asked correctly or clients answers to these questions have not been added correctly to OGI please let the management know.