THE MONTHLY FOCUS
Team Collier - Januray Edition
What has happened...
During January of 2016 we had our worst month for Justified Complaints....Here is where we went wrong. Please take on board the complaints and outcomes to ensure we don't fall in to the same trap again, we all can learn from our mistakes and we will develop better together.
What Happened....
A customer called to cancel a Temporary Cover , everything was processed through correctly EXCEPT the agent didn't email FINANCE PRIORITY REQUESTS to complete the refund ... IF the agent had followed their scripts this wouldn't have happened
What Happened....
An agent declined a renewal and entered notes to that effect BUT the auto renewal went through ... Make sure you follow up any promises you agree to
What Happend....
An agent advised a customer to take a policy out elsewhere so a new Named Driver could be added ... This is fine BUT what the agent didn't do was tell them they would need to cancel this policy so that there wasn't a duplicated insurance issue on the car.
Focus...
Let's drill these numbers down, learn from our own mistakes and push to have customers singing our praises instead of complaining!
ONE TEAM, ONE DREAM
What Happened.....
An agent completed an MTA and advised the customer they could carry on paying the same monthly payment on their original Direct Debit and pay the Extra Premium as a one off payment ... We can't do this if an MTA is completed and the original policy is on monthly Direct Debits then the EP will automatically be added to them, the only other way around this is for the PH to pay the complete policy off in full, Finance team will be able to work out an early repayment figure.
What Happened.....
An Agent pushed through a cancellation BUT the customer decided he didn't want this to happen and the change, as we know, is irreversible ... Please make sure you use the correct buttons if pushing through or editing any change.
What Happened.....
A customer called to cancel a policy and we cancelled from the start date ... the customer DIDN'T want this to happen and wanted to have used ONE DAY of the insurance ... Please make sure you get confirmation from the customer as when they want the policy to end