Hastings Insurance Services
Hastings Direct, a division of Hastings Insurance Services Limited, is a UK company providing insurance policies and relat...
- insurance purchased for cars, trucks, and other road vehicles. Its primary use is to provide financial protection agains...
<ul><li>Today, UK law is defined by the Road Traffic Act 1988, which was last modified in 1991. The Act requires that moto...
<ul><li>Road Traffic Act Only Insurance </li></ul><ul><li>Third Party Only Insurance  </li></ul><ul><li>Third party, fire ...
<ul><li>Nature of the Program </li></ul><ul><ul><li>Business to Consumer </li></ul></ul><ul><ul><li>Hot key transfer </li>...
Good morning / afternoon evening   May I speak to  xxxxxxx  please?    Hello my name is  xxxxxxxx  I’m calling on behalf o...
“ I’m sorry to keep you waiting Mr/Ms/Mrs Xxxxxx. Most of my colleagues are busy at the moment.  For your convenience, I’l...
Objection/Query Rebuttals OPENING   Where did you get my number?  /  Where did you find out about the renewal? “ A colleag...
Do not Call Already Taken Care Of AM/VM Busy Business number Call Back Deceased Error Foreign Language Fax Hung Up Hung Up...
All Successful Calls (Transferred and Non-Transferred) must be validated by centre for the duration of the campaign.  A Qu...
 
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Hastings Training Pack For Agents

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Here is a sample product training material i have created for one of our campaign.

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Hastings Training Pack For Agents

  1. 1. Hastings Insurance Services
  2. 2. Hastings Direct, a division of Hastings Insurance Services Limited, is a UK company providing insurance policies and related products by phone and on the internet. Launched in 1997 offering customers private car insurance, our product range has been extended to include home and motorcycle insurance, as well as a full range of additional products, such as motor breakdown cover. In February 2009, Hastings Insurance Services Limited was bought by its management from Insurance Australia Group (IAG), presenting an exciting opportunity to develop the company as one of the UK's leading insurance providers, whilst the Hastings commitment to quality service ensures long term security for its customers.
  3. 3. - insurance purchased for cars, trucks, and other road vehicles. Its primary use is to provide financial protection against physical damage and/or bodily injury resulting from traffic collisions and against liability that could also arise there from.
  4. 4. <ul><li>Today, UK law is defined by the Road Traffic Act 1988, which was last modified in 1991. The Act requires that motorists either be insured, have a security, or have made a specified deposit (£500,000 as of 1991) with the Accountant General of the Supreme Court, against their liability for injuries to others (including passengers) and for damage to other persons' property, resulting from use of a vehicle on a public road or in other public places. </li></ul><ul><li>Insurance is more expensive in Northern Ireland than in other parts of the UK.In 2010 the cost of car insurance rose by an average of 33%. </li></ul><ul><li>Most motorists in the UK are required to prominently display a vehicle licence (tax disc) on their vehicle when it is kept or driven on public roads. This helps to ensure that most people have adequate insurance on their vehicles. </li></ul><ul><li>On 1st March 2011 the European Court of Justice in Luxembourg ruled that gender could no longer be used by insurers to set car insurance premiums. The new ruling will come into action from December 2012 </li></ul><ul><li>As of June 2011 a new law comes into force in the UK meaning that all vehicles must have a valid insurance policy if kept on public roads even if not driven. </li></ul>
  5. 5. <ul><li>Road Traffic Act Only Insurance </li></ul><ul><li>Third Party Only Insurance </li></ul><ul><li>Third party, fire and theft </li></ul><ul><li>Comprehensive insurance </li></ul>
  6. 6. <ul><li>Nature of the Program </li></ul><ul><ul><li>Business to Consumer </li></ul></ul><ul><ul><li>Hot key transfer </li></ul></ul><ul><ul><li>UK – Based </li></ul></ul><ul><li>Process in details </li></ul>
  7. 7. Good morning / afternoon evening   May I speak to xxxxxxx please?   Hello my name is xxxxxxxx I’m calling on behalf of Hastings Insurance Services. I understand that your car insurance is due for renewal in the next 30 days?   [If NO -> Capture correct renewal date information and check details on the record i.e. name and make and model of car.] Is there any monetary value to providing this data to you? If No I would suggest:   If NO -> Thanks for your time have a great day and goodbye. (This will speed up the time to get to the right customers.   Ok that’s great news as if you are free now I would like to transfer you to our Quote Team to see if they can save you money on your current car insurance and offer you some of the great promotions available, would that be OK?   If No:   Would it be better that I call you back at a more suitable time?   (Make timed call back)   If at either stage we feel that the customer is hesitating we would use the pitch:   Just to let you know Hastings are offering up to 65% no claims discount, free courtesy cars, new car replacement and many great flexible cover options, I think it would be worth spending a few minutes to talk to the quote team to see what is available to you, so should I transfer you?   When the customer gives a YES ->   That’s great; I’m going to put you through to the Quote team, please hold the line it may take up to 30 seconds to connect you and if the line goes silent don’t worry, please just hold, here we go......................   Transfer to:   ‘ Good morning/ afternoon / evening you’re through to Renew, (full name) speaking how can help you? The operator will then go straight into the quote.
  8. 8. “ I’m sorry to keep you waiting Mr/Ms/Mrs Xxxxxx. Most of my colleagues are busy at the moment. For your convenience, I’ll have my colleague contact you so we can help you save money on this. What would be the best time of day to contact you – would that be Morning, Afternoon or Evening?”
  9. 9. Objection/Query Rebuttals OPENING   Where did you get my number? / Where did you find out about the renewal? “ A colleague of mine has spoken to you before and you have confirmed that your car insurance is due for renewal in the next 30 days. Shall I proceed?” “ You have participated in a recent survey and you have confirmed that your car insurance is due for renewal in the next 30 days. May I continue?” PRESENTATION   Not Interested for a Quote “ I understand. However, Hastings quote from over 32 insurer and it is worth spending a few minutes if this means you get only the best deal, would you agree?” No Money  “ I know where you’re coming from. There are spending that we really can’t avoid. I’m sure we can help you with this as Hastings quote over 32 insurers so may I transfer you so my colleague will be able to help you find the deal where you can get the most savings? Already Got the Renewal Taken Care Of  “ If you haven’t paid for it yet, then definitely an alternative that may give you the better possible deal is worth spending 1 to 2 minutes with so shall I transfer you?” TRANSFER   Call Back Some Other Time  “ I understand you’re in a hurry and I really don’t want to waste your time. However, this will be done in few minutes and I only want to help you with the best promotions available right now for your renewal need very soon, so should I Proceed with the transfer?” Hung Up while Transferring   Do a Manual call back. “ I’m sorry Mr/Mrs/Ms (______) the line was cut. Don’t worry I’ll make sure that the line is transferred. Please hold.” Doesn't Want to be Transferred Probe. “May I please know the reason why?” Please refer to the objection handling list and deliver the most appropriate.
  10. 10. Do not Call Already Taken Care Of AM/VM Busy Business number Call Back Deceased Error Foreign Language Fax Hung Up Hung Up During Transfer Moved Away Not Interested Not In No ring No TSR available Not Qualified Number does not Exist Operator Intercept Lead Generated Transferred Under 18/Too Old Wrong Number
  11. 11. All Successful Calls (Transferred and Non-Transferred) must be validated by centre for the duration of the campaign. A Quality Result report (separated from the daily reports) must be sent to Edwin, Marion and Piper in a daily basis before 2 PM. Random external validations will be done by Phruit Support. HIS CAMPAIGN Quality Parameters 1 OPENING Introduction and Purpose of call should be clear including branding | Should only present to lead contact 2 QUALIFICATION Car Insurance renewal should be due within the next 30 days 3 PRODUCT KNOWLEDGE Should not change the context of script anytime during the call | Misleading/Misinformation is unacceptable; Customer should know they will be transferred for a quote 4 OBJECTION HANDLING Utilizes available rebuttals and benefits of quote from Hastings 5 INTEREST Customer must know the reason for transfer and clear interest for transfer is evident 6 CLOSING This either applies to Transfer Pitch or Non-Transfer handling | Must be delivered correctly

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