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Zendesk Macro Wording - Customer Service

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Customer Service::Admin::Contact us

Hi {{ticket.requester.first_name}}​,

We have tried to contact you regarding your car insurance policy (policy num) with Stroll Insurance.

Please drop us a message on live chat, email us or give us a call on 08000 11 31 21 as soon as you can.

Many Thanks,

Customer Service::Admin::Receipt

Hi {{ticket.requester.first_name}}​,

Just a note to say your payment of £XX.XX has been successful. 

If you have a query or need any further help, just get in touch via our chat service.

Many Thanks,

Customer Service::Admin::Continuation Covernote to Customer Temp Sub

Hi {{ticket.requester.first_name}}​,

We have attached your continuation temporary cover note to cover, (car reg). Please be aware that your own car, (reg), is not insured to drive while this cover is in place.

Please check over your documents to make sure all the details are correct.

Many Thanks,

Customer Service::Admin::Cover to drive in ROI(Fully Comp Highway only)

Hi {{ticket.requester.first_name}}​,

Thank you for contacting us. This policy includes fully comprehensive cover for driving in the EU, including the Republic of Ireland, for up to 90 days. Full details of the cover can be found in your policy booklet.

If you have any questions, you can send us a message on live chat, email us or give us a call on 08000 11 31 21.

Many Thanks,

Customer Service::Admin::Cover to drive in ROI(TPFT Highway Only)

Hi {{ticket.requester.first_name}}​,

Thank you for contacting us. This policy includes Third Party, Fire and Theft cover for driving in the EU, including the Republic of Ireland, for up to 90 days. Full details of the cover can be found in your policy booklet.

If you have any questions, you can send us a message on live chat, email us or give us a call on 08000 11 31 21.

Many Thanks,

Customer Service::Admin::Covernote to customer temp add driver

Hi {{ticket.requester.first_name}}​,

We have attached your temporary cover note for additional driver (driver name).

Please check over your documents to make sure all the details are correct.

Many Thanks,

Customer Service::Admin::Covernote to customer temp add vehicle

Hi {{ticket.requester.first_name}}​,

We have attached your temporary cover note to add, (car reg), as an additional car.

Please check over your documents to make sure all the details are correct.

Many Thanks,

Customer Service::Admin::Covernote to customer temp sub

Hi {{ticket.requester.first_name}}​,

We have attached your temporary cover note for car registration, (car reg). Please be aware your own car, (reg), is not insured to drive while this cover is in place.

Please check over your documents to make sure all the details are correct.

Many Thanks,

Customer Service::Admin::Missed Chat

Hi {{ticket.requester.first_name}}​,

Sorry we missed you on live chat!

Our support team are available Mon-Fri 9am to 5pm.

If you still need some help, email us at hello@strollinsurance.co.uk and we will pick up your message as soon as we can.

Many Thanks,

Customer Service::Admin::Password link reset

Hi {{ticket.requester.first_name}}​,

We have sent you a link to reset your password by email so please keep a look out for it. 

If you are having any further issues, you can send us a message on live chat, email us or give us a call on 08000 11 31 21. 

Many Thanks,

Customer Service::Admin::Policy Docs and IPID link

Hi {{ticket.requester.first_name}}​,

Thanks for insuring with Stroll. If you ever need more information on your policy we keep all of our policy documents here. 

If you need anything else, just drop us a message on live chat, email us or give us a call on 08000 11 31 21. 

Many Thanks,

Customer Service::Admin::Resend docs to customer

Hi {{ticket.requester.first_name}}​,

Sorry you couldn’t access your documents. We have reissued these for you.

If you need anything else, just drop us a message on live chat, email us or give us a call on 08000 11 31 21.

Many Thanks,

Customer Service::Admin::Sending Cert copy to customer

Hi {{ticket.requester.first_name}}​,

We’ve attached a copy of your Certificate of Motor Insurance, as requested.

If you need anything else, just drop us a message on live chat, email us or give us a call on 08000 11 31 21.

Many Thanks,

Customer Service::Admin::Sending NCB to lapsed customer

Hi {{ticket.requester.first_name}}​,

We’ve attached your proof of No Claims Bonus. You will need this for any future insurance policies, so keep this safe.

If you need a quote in the future, -visit www.strollinsurance.co.uk

Many Thanks,

Customer Service::Admin::Where is your office?

Hi {{ticket.requester.first_name}}​,

We are an online insurance provider so don’t have any branches – means we can invest more in the technology and deliver all round better service for our customers. If you need us for anything however we are always just an email away.  You can also drop us a note on our chat service or call us on 0800 11 31 21.

Many Thanks,

Customer Service::Claims::Claims Update

Hi {{ticket.requester.first_name}}​,

Thank you for getting in touch. To get an update on your claim you can call us on 08000 11 31 21 and select option 1 for claims.

As you’re currently insured with Highway/LV, you just need to select option 1 once again to connect to their dedicated claims line. (delete as appropriate)

As you’re currently insured with XXXXX, you just need to select option 2 to connect to the claims line.

Many Thanks,

Customer Service::Claims::New Claim

Hi {{ticket.requester.first_name}}​,

Thank you for getting in touch. To report a new claim you can call us on 08000 11 31 21 and select option 1 for claims.

As you’re currently insured with Highway/LV, you just need to select option 1 once again to connect to their dedicated claims line. (delete as appropriate)

As you’re currently insured with XXXXX, you just need to select option 2 to connect to the claims line.

Many Thanks,

Customer Service::Claims::Windscreen Info

Hi {{ticket.requester.first_name}}​,

Thank you for getting in touch. To make a windscreen claim you can call us on 08000 11 31 21 and select option 1 for claims.

As you’re currently insured with Highway/LV, you just need to select option 1 once again to connect to their dedicated claims line. (delete as appropriate)

As you’re currently insured with XXXXX, you just need to select option 2 to connect to the claims line.

Many Thanks,

Customer Service::Google Review SMS

Hi {{ticket.requester.first_name}}, Thanks for getting in touch. We'd be really grateful if you could leave us a quick review on your experience today: https://bit.ly/strollreviews

Customer Service::MTA::Temp Add Driver Internal Note

Temporary Additional Driver

  1. Driver Name(Check spelling using phonetic alphabet): 
  2. Date of Birth: 
  3. Occupation: 
  4. Driving Licence Held (UK/EU/International/Full/Provisional): 
  5. Length of time driving licence is held: 
  6. Is the driver a UK resident? 
  7. Has the driver had any accidents or claims regardless of blame in the last 5 years? 
  8. Has the driver ever had any convictions, been disqualified or do you have any prosecutions pending? 
  9. Has the driver had any fixed penalty offences in the last 5 years? 
  10. Does the driver have any medical conditions or disabilities which the DVLA need to be aware of? 
  11. Has the driver ever had insurance cancelled, refused or declined? 
  12. Has the driver had any increased premiums or special terms imposed on an insurance policy? 
  13. Does the driver have any non-motoring convictions? 
  14. Start date and time: 
  15. End date and time: 
  16. Premium incl IPT: £
  17. Admin Charge: £0.00Notes:

Customer Service::MTA::Temp Add Vehicle

Temporary Addition Vehicle Details

  1. Check it meets the underwriting criteria
  2. Vehicle registration (check this using phonetic alphabet): 
  3. Confirm the
    1. Make, 
    2. Exact Model, 
    3. CC, 
    4. Year, 
    5. Value, 
    6. Petrol/Diesel, 
    7. Manual/Auto, 
    8. Body Type (saloon, hatchback, saloon), 
  4. Purchase date if applicable, 
  5. Who is the registered owner and keeper? 
  6. Has the vehicle been modified in anyway? 
  7. Has the vehicle ever been written off? 
  8. Confirm postcode car will be kept at overnight, 
  9. Where will the vehicle be parked? (driveway, garage, public road), 
  10. Start Date and Time: 
  11. End Data and Time: 
  12. Premium incl IPT: £
  13. Admin Fee: £0.00

Notes:

Customer Service::MTA::Temp Substitution

Temporary Substitution Details

  1. Check it meets the underwriting criteria
  2. Vehicle registration (check this using phonetic alphabet): 
  3. Confirm the
    1. Make, 
    2. Exact Model, 
    3. CC, 
    4. Year, 
    5. Value, 
    6. Petrol/Diesel, 
    7. Manual/Auto, 
    8. Body Type (saloon, hatchback, saloon), 
  4. Purchase date if applicable, 
  5. Who is the registered owner and keeper/Where is the vehicle coming from ie garage:
  6. Has the vehicle been modified in anyway? 
  7. Has the vehicle ever been written off? 
  8. Confirm postcode car will be kept at overnight, 
  9. Where will the vehicle be parked? (driveway, garage, public road), 
  10. Start Date and Time: 
  11. End Data and Time: 
  12. Premium incl IPT: £
  13. Admin Fee: £0.00

Notes:

Customer Service::Admin::Paper Docs Request

Hi {{ticket.requester.first_name}},

 

Thank you for getting in touch, we can request your documents to be sent to you by post. This can only be done after your policy starts with us so you can expect them to arrive shortly after that. You can access your policy documents anytime by logging into your customer account and selecting "Active Policy".

 

If you need anything else, just drop us a message on live chat, email us or give us a call on 08000 11 31 21.

 

Many Thanks,

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