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.
What if there is a balance owed following a broker enforced cancellation?
Following cancellation of a Stroll enforced cancellation, if there is a balance owed, following the below guidance:
Balance less than £10: If there is a balance owed that is less that £10, this can be written off. Refer to your line manager who will action this request.
Balance over £10: If there is a balance owed that is more than £10, this must be collected from the customer. Start the aged debt chasing process.
If the balance is less that -£10, we will not refund this to the customer, it will be kept as a charge.