Do we need obsolete certificate?
If a customer has requested their policy to be cancelled, we do not require an obsolete certificate.
It would not be necessary to have the customer download anything to just return it.
The email or recorded call is sufficient to show we are acting on the customers instruction followed by the email to confirm cancellation from the exact date and time that notes the RTA statement.
What Executive Code should be used when cancelling a policy?
When cancelling a policy, use the same executive code that was used when the policy went on cover or when it was renewed.
This will mean that as a business we can track how many customers are cancelling based on how they initially went on cover with Stroll.
GDPR
If a customer is cancelling via email ensure the email address that the request comes from matches the email address that we have noted in the customers personal information on Zendesk and OGI. A nominee cannot cancel a policy.
Refunds
If the balance is less that -£10, we will not refund this to the customer, it will be kept as a charge.