The Monthly Focus
Team Collier- April Edition
What Happened Last Month ...
During April we had two justified complaints, lets work hard to make sure we have less in May again
Complaint One
An agent told the Policyholder they would get a full refund ... What we didn't mention was that we don't return the credit card fee , Follow your scripts and this won't happen
Complaint Two
A DP called to discuss a deceased Policyholders policy. They asked which drivers were covered, the agent told them BUT the Policyholder also had a TAD policy in place but this was missed by the agent so the DP then took out a new policy elsewhere with the driver on that they didn't need to do. Check ALL policies
BREAKING NEWS
There are new versions of the Motor Process Guide and BOTH Underwriting Guides - Please make sure you are using them !!!