- Telnet connection terminated is almost always due to the VPN disconnecting or someone's internet dropping. To fix this you must restart your VPN and ensure you PC is connected to the internet.
- You will often find that searching a customers details in 149 doesn't work. This happens when customers have recently taken out a 'webby' online, and called to validated shortly after. Due to the delay in converting it from a web ref to a live ref your best way to find a customer is to either search in the find webby program, or to search for them in program 1 'enquiries' - Eg. to find 'Lloyd Gross 'living at '1 Dunder Mifflin' - simply search L Gross,1 across all branches.
- If you have a 'webby' that shows no deposit on line 1, proceed as normal, but make sure to be asking Cam, Josh or Ryan to have the deposit added.
- CUE check will often error when searching for a customer, this could be an issue on your end or the database's end. To ensure it is not on your end double check all information entered for any mistakes, and try removing the registration number, and any words after house numbers.
- If you can see undisclosed claims on 'S13' but cannot see them on CUE, try your best to identify the clients address history, it is highly likely their claim was from a previous address so finding this information will aid you in finding discrepancies and missed information.
- To request a refund follow this link - Refunds
- For any IT issues, first inform Josh, Cam or Ryan. If they are unable to help you can submit a helpdesk ticket. One of the IT team will message you via Teams - Helpdesk
- To unlock a CDL reference, navigate to the VCIL app on the bottom right of your screen, right click the logo and select 'Unlock CDL Records'. You will then be prompted with a selection box for the branch you need to unlock, followed by a box to enter the reference. Firstly search for locks. Use the code lookup tool to ensure whoever is in that reference is not on the phone to the customer. If you are then able to access the file, select the agent code and then 'unlock record'.
- To view who has recently been in a reference use the FP screen, followed by the code lookup tool to identify the agent - Code lookup
- SBV1 : client owes an outstanding debt
- SBV2 : client purchased policy with invalid number
- SBV3 : client purchased policy but we can’t get hold of them to validate / goes overdue
- To place a customer on hold whilst you dial another number, place them on hold via Avaya, and then dial the number in the white box below.
- Policy Fast deals come with commission built in, so you'll be able to discount it more than usual whilst still maintaining an earn.
- Do we do 1 day, 30 day or short term policies? No we do not, we only do year long policies.
- Which insurer is best? Whilst Alty has an understanding of which insurers we use and what they cover, Alty is unable to recommend who to place a risk with.
- Proof of NCB or NCD should be uploaded via MyPortal.
- The maximum premium allowed to be insured on the 12.5% scheme is £3500, anything higher must have a larger deposit.