- Please make sure you are chatting with the policyholder or a nominee if DPA has been failed:
I’m sorry, you are not authorised as a nominee on this policy as so we will need to chat to the policyholder.
OR
I am unable to match the information provided to the policy we hold. Please call us on 08000 11 31 21 and speak to a member of our team.
- If at any time the chat closes before the MTA is completed, agents must sent this macro (email)
Hi XXXXX,
We noticed you left our live chat before we could process your change. Please be aware that we have not made any changes to your policy. You can contact us by live chat or call us on 08000 11 31 21 to proceed with the change to your policy.
Many Thanks,
What can you do with a Nominee?
- Discuss the policy with us including any on-going queries and matters to do with payments – Effectively you can talk to the nominee as if they are the policyholder.
- Carry out a mid-term adjustment.
- Renew the policy with an existing insurer.
What can you NOT do with a Nominee?
- Put new business in place
- Complete transferred new business for a renewing policyholder – The renewal can be discussed with the Nominee and a quote given but we must always speak to the policyholder to verify the details remain correct, advise of any important features or exclusions and read any relevant scripts.
- Cancel the policy – We can discuss the process, costs involved and any consequences with the nominee but final permission must always come from the policyholder.