Document Validation::Docs Review In Progress::Docs are being Reviewed

Hi {{ticket.requester.first_name}},

Just to advise that we have now received your documents. These will be reviewed by our admin team within 7 days of your car insurance policy starting with us. We will be in touch to confirm whether we have everything we need.

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,

Document Validation::All Docs Received

Hi {{ticket.requester.first_name}},

Thanks for uploading documents to your Stroll account, we've now received everything we need to validate your policy.

Happy Driving!

Document Validation::Docs Outstanding::1st Chase - 7 Days Email

Hi {{ticket.requester.first_name}},

It looks like we haven’t received some important documents from you which are needed to validate your car insurance policy.

Could you please send us:

- Proof of your No Claims Bonus (E.g. a letter from your previous insurer confirming years of no claims)

Please upload these documents via our app, or by visiting our website and accessing your customer account from there.

If you have any questions or need any help, simply reply to this conversation and our team will get in touch.

Many Thanks,

Document Validation::Docs Outstanding::1st Chase - 7 Days SMS

Hi {{ticket.requester.first_name}}, we haven't received your documents just yet. Please upload them as soon as possible via the Stroll app or customer account.

Document Validation::Docs Outstanding::2nd Chase - 14 Days Email

Hi {{ticket.requester.first_name}},

Unfortunately, it looks like we still haven’t received the documents we requested from you a few days ago. It is important that you send these across to us by (insert date 7 days after) to ensure your car insurance policy is validated.

Could you please send us:

- Proof of your No Claims Bonus (E.g. a letter from your previous insurer confirming years of no claims)

- A copy of your driving licence (the plastic part, both front and back)

Please upload these documents via our app, or by visiting our website and accessing your customer account from there.

If you have any questions or need any help, simply reply to this conversation and our team will get in touch.

Ref No: {{ticket.id}}

Many Thanks,

Document Validation::Docs Outstanding::2nd Chase - 14 Days SMS

Hi {{ticket.requester.first_name}}, we still haven't got your documents. Having issues? Get in touch or upload via the app or customer account.

Document Validation::Docs Outstanding::Client still waiting on NCB

Hi {{ticket.requester.first_name}},

Thanks for keeping us up-to-date. We can make things easier for you by contacting your previous insurer on your behalf. All you need to do is give them a quick call and leave authorization for Stroll to speak about your policy.

If this isn’t an option for you, we can wait until DD/MM/YYYY for proof of your No Claims Bonus.

Many Thanks,

Document Validation::Docs Review In Progress::1st Chase Action Required - 7 Days

Hi {{ticket.requester.first_name}},

You recently uploaded some documents – thanks for sending those to us. It looks like something wasn’t quite right, and we need you to take further action.

So, what needs done?

- Your documents were a bit blurry and we could not process/confirm them. Please upload a clear copy of your documents again, taking care to make sure the image is not blurred.

- The number of years No Claims Bonus declared does not match the number of years on your policy. We have received proof of (INSERT YEARS), but you originally advised us that you have (INSERT YEARS). If we don’t receive confirmation of the full declared number of years, we will only be able to accept (INSERT YEARS) of no claims bonus, which will result in an additional premium of (INSERT AP).

- Your licence shows an undisclosed motoring conviction, which we have now added to your policy. New documents will be issued to reflect this change, and an additional amount of (INSERT AP) is due for payment. If you pay by direct debit, this balance will be added to your finance agreement. If you pay annually, you will need to contact us to make payment within the next 7 days to avoid your policy being affected.

- The document that we have received is not the correct document. We need you to send us a clear copy of (INSERT DOCUMENT).

Any updated documents can be uploaded via the Stroll app, or via your customer account.

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,

Document Validation::Docs Review In Progress::2nd Chase Action Required - 14 Days

Hi {{ticket.requester.first_name}},

We recently contacted you in relation to some documents that you sent us. We need you to take further action by (INSERT DATE 7 DAYS AFTER) to make sure your policy is not affected.

What needs done?

- Your documents were a bit blurry and we could not confirm/process them. Please upload a clear copy of your documents again, taking care to make sure the image is not blurred.

- The number of years No Claims Bonus declared does not match the number of years on your policy. We have received proof of (INSERT YEARS), but you originally advised us that you have (INSERT YEARS). If we do not receive confirmation of the full declared number of years, we will have to reduce your no claims bonus to (INSERT YEARS) which will result in an additional premium due of (INSERT AP).

- Your licence shows an undisclosed motoring conviction. We must update your car policy to include this conviction. New documents will be issued to reflect this change, and an additional balance will now be owed of (INSERT AP). If the balance is not paid within the next 7 days, your policy may be impacted.

- The document that we have received is not the correct document. We need you to send us a clear copy of (INSERT DOCUMENT)

If you are reuploading documents, these can be uploaded via the Stroll app, or via the customer account.

If you have any comments, respond to this conversation and a member of the Stroll team will come back to you ASAP.

Ref No: {{ticket.id}}

Many Thanks,

Document Validation::Docs Review In Progress::3rd Chase Action needed AP to be charged - No Canc

Hi {{ticket.requester.first_name}},

We recently contacted you to let you know that further actions were needed in relation to your car policy.

Your No Claims Bonus will now be changed:

To date, we have not received full confirmation of your declared No Claims Bonus. The declared NCB will now be reduced to (INSERT YEARS) and as a result, (INSERT AP) is now due for payment. If you pay by direct debit, this balance will be added to your finance agreement. If you pay annually, you will need to contact us to make payment within the next 7 days to avoid your policy being affected.

We will adjust your policy to include your motoring conviction:

If you need to get in touch, please contact the Stroll team by chat or by phone on 08000 11 31 21.

Ref No: {{ticket.id}}

Many Thanks,

Document Validation::Docs Review In Progress::Docs are being Reviewed

Hi {{ticket.requester.first_name}},

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,

Document Validation::Docs Review In Progress::Licence has expired

Hi {{ticket.requester.first_name}}

Thank you for uploading your documents. We have noticed that your driving licence has expired.

So, what happens next?

Please contact the DVLA to reissue your licence as soon as possible. While you do that, we’ll refer this info to your insurer to keep everything right on your policy.

We will be in touch soon

Many Thanks,

Document Validation::Docs Review In Progress::NCB incorrect

Hi {{ticket.requester.first_name}},

Thanks for sending us a copy of your No Claims Bonus. We have noticed that some key information is missing.

Your No Claims Bonus should contain:

Your name, address & vehicle reg
Your previous policy number and insurers name
The dates your previous policy started and ended
How many years No Claims Bonus you have
Details of any fault or non-fault claims in the past 5 years

What should I do next?

All you need to do is give your previous insurance provider a quick call and ask them to send you a copy of your No Claims Bonus. Alternatively, if it’s handier for you, you can advise them that Stroll Insurance will be in contact to confirm your No Claim Bonus by phone and you are happy to authorise this. Just let us know the name of company we need to contact, and we can do the rest.

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,

Document Validation::DVLA Telephone Confirmation of Driving Licence

DVLA Confirmation of Driving Licence

Licence Holder Details:

Name:
Address:
Tel No:

Driving Licence Info:

Issue Date:
Expiry Date:

Endorsements:

Offence Date	Conviction Date	Conviction Code	Fine (£)	Disqualify Period	Number of Points	Licence Revoked? (Y/N)	Retest Required? (Y/N)

DVLA Reference:
DVLA Tel No:

Document Validation::Internal Check::Break in Cover Check

Break in Cover Check

1. Document Review

o Personal details match our policy (Name/Address/DOB)

o Correct car noted on the declaration that match OGI details

o Break in cover dates are correct

o Signed and dated by policyholder

2. Reason for doc request:

3. Are all of the above details correct? (Yes/No) (if not refer to manager)

4. Document added to agent portal? (Yes/No)

Document Validation::Internal Check::Driving Licence Check

Driving Licence Check

1. Personal details match our policy (Name/Address/DOB) these may be different in some cases if the client has recently moved or change their car.

2. Check driving convictions match OGI details

3. Check expiry date to make sure licence is still valid

4. Licence type (UK/EU/International) matches OGI

5. Are all of the above correct? (Yes/No) (if not refer to a manager)

6. Document added to agent portal? (Yes/No)

Document Validation::Internal Check::NCB Check

NCB check

1. Personal details match our policy (Name/Address/DOB/Car Reg) these may be different in some cases if the client has recently moved or change their car.

2. Number of years NCB match OGI details

3. Expiry date match our inception date

4. Vehicle details match OGI details

5. Claims history match OGI details

6. Are all of the above details correct? (Yes/No) (if not refer to manager)

7. Document added to agent portal? (Yes/No)

Document Validation::Internal Check::NDE Check

NDE check

1. Personal details match our policy (Name/Address/DOB/Car Reg) these may be different in some cases if the client has recently moved or change their car.

2. Number of years NCB match OGI details

3. Expiry date match our inception date

4. Claims history match OGI details

5. Are all of the above details correct? (Yes/No) (if not refer to manager)

6. Document added to agent portal? (Yes/No)

Document Validation::Internal Check::V5 Form

V5 check

1. Document Review:

o Name and Address match our policy

o Vehicle Registration and car details match details on OGI

o Registered owner and keeper match OGI details

2. Are all of the above details correct? (Yes/No) (If not refer to a manager)

3. Document added to agent portal? (Yes/No)

4. Reason for doc request:

5. Next Steps (eg. Send to insurer):

Document Validation::Internal Check::Young Driver Declaration Check

YDD check

1. Personal details match our policy (Name/Address/DOB) these may be different in some cases if the client has recently moved or change their car.

2. Correct car noted on the declaration that match OGI details

3. Fully completed

4. Are all the above details correct? (Yes/No) (if not refer to a manager)

5. Document added to agent portal? (Yes/No)

Document Validation::Policy Adjusted::AP Owed

Hi {{ticket.requester.first_name}},

We recently contacted you about a pending change to your policy. This change has now been actioned, and new documents will be available in your customer account to reflect this change.

There is an outstanding amount of (INSERT AP) due for payment, which must be paid within the next 7 days.

There is an outstanding amount of (INSERT AP) due for payment. This will be added to your finance agreement and divided over your remaining payments.

If you have any comments, please respond to this conversation and a member of the Stroll team will get back to you.

Ref No: {{ticket.id}}

Many Thanks

Document Validation::Policy Adjusted::Nil AP/RP

Hi {{ticket.requester.first_name}},

We recently contacted you about a pending change to your policy. This change has now been actioned, and new documents will be available in your customer account to reflect this change.

There is no change to your insurance policy premium for this adjustment.

If you have any comments, please respond to this conversation and a member of the Stroll team will get back to you.

Ref No: {{ticket.id}}

Many Thanks

Document Validation::Policy Adjusted::RP Owed

Hi {{ticket.requester.first_name}},

We recently contacted you about a pending change to your policy. This change has now been actioned, and new documents will be available in your customer account to reflect this change.

Good news! You are due a refund of (INSERT RP). If you paid for your policy in full, please contact us at your earliest convenience to arrange a refund payment. If you paid by finance, your refund will be credited to your monthly instalments.

If you have any comments, please respond to this conversation and a member of the Stroll team will get back to you.

Ref No: {{ticket.id}}

Many Thanks

Document Validation::Signable::Break in Cover

Hi {{ticket.requester.first_name}},

As you’ve recently purchased a policy with Stroll Insurance, we need a little more info from you as it seems there was a gap where your car was left uninsured between the end date of your last policy and your new one with us.

To finish the set-up of your insurance, we will shortly be sending you an electronic document from Signable for you to complete and sign online - it's as easy as that!

Many Thanks,

Document Validation::Signable::Young Drivers Declaration

Hi {{ticket.requester.first_name}},

As you’ve recently purchased a policy with Stroll Insurance, we need a little more info from you as you've added someone who is classed as a younger driver on your policy.

To finish the set-up of your insurance, we will shortly be sending you an electronic document from Signable for you to complete and sign online - it's as easy as that!

Many Thanks,

Document Validation::Telephone Confirmation of NCB

Telephone Confirmation of No Claims Bonus

Policyholder Details:

Name:
Address:
Tel No:

Previous Insurer Details:

Company:
Broker:
Policy No:
Pol Type:
Incept Date:
Expiry Date:
Company Reference:
Tel No:

NCB Details:

Vehicle Reg:
Protected Y/N:
Years Claim Free:

Reason For Gap In Cover Between Expiry Date Of Previous Policy And New Policy:

Fault Claims

Date:	Claim Amount £

Non Fault Claims

Date:	Claim Amount £

Name:
Date NCB Confirmed:

Document Validation::Docs Outstanding::AXA bonus 5 years error

Hi {{ticket.requester.first_name}} ,

Thank you for sending across your Proof of No Claims Bonus.

It seems that your previous insurer, AXA, has provided proof of 5 years No Claims Bonus, however, you have disclosed (enter years earned) when you took out the policy with us.

You can contact AXA and ask them to re-issue your Proof of No Claims Bonus with the correct number of years earned on it.

Alternatively, you can contact AXA and leave authorisation for Stroll Insurance to speak on your behalf which enables us to verify your No Claims Bonus over the phone.

Please let us know how you plan to proceed. If you have any questions, you can contact us by email, live chat or call us on 08000 11 31 21.

Many Thanks,

Document Validation::Docs Review In Progress::NCB incorrect + O/S Item

Hi {{ticket.requester.first_name}} ,

Thanks for sending us a copy of your No Claims Bonus. We have noticed that some key information is missing.

What should I do?

Simply give your previous insurance provider a quick call and ask them to send you a copy of your No Claims Bonus which should include the following information:

Your name, address & vehicle reg
Your previous policy number and insurers name
The dates your previous policy started and ended
How many years No Claims Bonus you have
Details of any fault or non-fault claims in the past 5 years

Alternatively, if it’s handier for you, you can call them and leave authorisation for Stroll Insurance to speak on your behalf - that enables us to verify your No Claims Bonus with them over the phone. Just let us know the name of company we need to contact, and we can do the rest.

Remaining Outstanding Documents

Proof of No Claims Bonus (letter from your previous insurer)
A copy of your driving licence (card and paper part, front and back)
Proof of Address (utility bill)

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,

Document Validation::Docs Review In Progress::Telephone confirmation no permission

Hi {{ticket.requester.first_name}} ,

We have telephoned your previous insurer, (enter insurer), to confirm proof of your No Claims Bonus however they’ve advised that we haven’t been authorised to speak about your previous policy.

What should I do?

Simply give your previous insurance provider a quick call and ask them to send you a copy of your No Claims Bonus.

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,

Document Validation::Docs Review In Progress::DVLA no permission

Hi {{ticket.requester.first_name}} ,

We have contacted the DVLA to confirm your driving licence details by phone. They have advised that we do not have permission to speak about your driving history.

What should I do next?

All you need to do is give the DVLA a quick call on 0300 200 7861 and advise that you are happy for Stroll Insurance to speak about your driving history. Let us know when you've made the call, and we can do the rest.

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,

Document Validation::Docs in Review::Address Mismatch Postcode Confirmation

Hi {{ticket.requester.first_name}},

Thanks for sending us a copy of your driving licence.

We’ve noticed that your address differs from the one you put down in your insurance quote and as it’s a legal requirement that your licence is kept up to date with all the relevant information, we ask you that you forward the same information to the DVA to be amended.

What should I do next?

All we need from you is confirmation that we have the correct address noted on your policy. Please confirm that your vehicle (enter reg) is kept at (add in address) overnight. You can do this by replying to this email, contacting us on live chat or call us on 08000 11 31 21.

How do I update my licence?

Simply visit NI Direct and follow the steps to manage and amend your licence. To make sure your insurance remains valid, your licence must be up-to-date, and we urge you to treat this as important.

We look forward to hearing from you.

Many Thanks,