We tend to look at these cases as vulnerable customers. In general, we follow the process below, however these do need to be looked at on a case-by-case basis as circumstances will vary.
Process:
- Take as many details as possible while taking into consideration that this can be a difficult topic.
- Open a new ticket in Zendesk and note all the details.
- Ask for the details of who will be speaking for the policyholder (spouse/parent) this includes name, emails address and contact number.
- Ask the contact to put their request and details of the situation in writing along with a copy of photo ID (driving licence or passport)
- If we have any doubt about the validity of the person making the request we can ask them for more info or do other checks if required but the risk is likely to be very low.
- We can then look at whatever request they want to make on its own merits. Usually, it will be to cancel which we will facilitate, if it is to keep it running there may need to be a referral to the Insurer.
- If a refund is due the money needs to go into the policyholder’s account. If we are able to refund of Global Pay we will try this first. If that is not possible, we can arrange with accounts to complete a bank transfer. The person dealing with the cancellation for the customer needs to provide us with their bank details.
Refer all cases to management for review before any action is taken on the policy.