A customer may have reasons to contact you in the period between them purchasing a policy and needing to use it to make a claim or renew.
It is likely that a customer contacting you, outside of a claim or renewal window, wants to make a policy servicing request. They are usually mid-term adjustments but could be that a customer wants to obtain a better understanding of their product.
These calls are a great opportunity for you to demonstrate your commitment to your customers, and that you put them first, by taking the time to listen, understand and act.
If a customer calls to request a mid-term adjustment, we must take the time to understand why the request is being made. For example, “I need to adjust the amount of cover I am insured for”, “I need to add an extra vehicle to my policy” and “I need to cancel my policy”.