Best Health InsuranceI have alot to convey about Insurers Direct Sales departments. More than I can accomodate in one blog!
The latest contention relates to one of our clients who is due to renew her small company scheme in March. We introduced this client to Aviva last year but they received their renewal documents before we did. (Fail!) The client called Aviva to tell them she was planning to cancel (as the business was being sold). She was transfered (incorrectly) to the Direct Telesales team and they quoted her for the members to leave the group and take up individual schemes.
We have a process in house whereby we chase renewal documents and call the client to keep them informed 6 weeks before renewal. Luckily, we spoke to the client only a day later and she explained what had happened.
The lesson is that we are right to follow a process where we chase insurers as early as possible for documents. We are also right to contact our client as early as possible.
Now – what about the wrongs!
Aviva should have a system in-house where a direct sales person immediatly hands the client over to the intermediary team. They should never communicate with a client that we have introduced to them. They should also ensure that we receive their renewal documents before the client does!
We are now in the process of unraveling the situation and have had to involve the Direct Sales Team Manager as well as our intermediary contact.
Tags: company private health, direct sales, insurers, medical insurance
