This guide provides detailed steps for agents on how to handle specific matters—whether to refer a case to the Non-Standard division, or directly to an insurer. Follow this process to ensure proper handling of each inquiry.
Determine a Referral:
Step 1: Locate the Insurer and Item
- Agents must first find the insurer in question from the list provided in this guide. Next, locate the specific item related to the inquiry.
Step 2: Determine Action Based on List
- If an insurer such as Ageas, Aviva, etc, declines a certain modification such as 'Alloy Wheels, you should transfer the case to the Non-Standard division.
- If an insurer 'allows' the modification, the agent must call the underwriter (see ‘How to Refer to an Underwriter’ below).
Step 3: Handle Unlisted Items
- If a specific item/vehicle modification isn't present on the list that is displayed on CDL or Altissima, transfer the case to the Non-Standard division.
Please note: Customer’s with a Towbar do not need to class this as a modification (mod), and this does not need to be listed on the insurance.
How to Refer to an Underwriter:
Step 1: Prepare for the Call
- Inform the client that you will call them back after discussing their situation with the underwriter.
Step 2: Make the Call
- Call the phone number for the specific underwriter provided in this guide.
Step 3: Explain the Situation
- Identify yourself, specify the brand you represent, and mention that you have a new business client.
- Clearly describe the client’s situation to the underwriter.
Step 4: Document the Outcome
- After the underwriter decides to accept or decline the risk, make a note on the policy.
- Include the decision (accepted or declined), and record the name of the underwriter you spoke with.
Referring (refer/referral) is the act of getting approval from an insurer/underwriter (UW) for a certain characteristic or modification made to a vehicle. The lists of insurer names are as follows:
- Ageas
- Aviva
- Axa
- Broker Direct
- Eridge
- Covea
- Highway
- NIG
- Premier
- Pukka
- Sabre
- Markerstudy
- ERS
- Watford
Each insurer has a predefined list of certain modifications and characteristics they accept or decline, these can be found under the insurer’s individual articles. If a modification isn’t listed you must refer it to the insurer first and then to non standard if the price is too high or declined. If your customer has a modification added to their vehicle, that is not listed on an insurer guide, then you must always refer that modification to the insurer. Unless the insurer is Sabre, in which case add it to page 10 on CDL.
If sending a rate off for referral make sure you are still leaving notes and following up once you have received the rate.