User Guide
Frequently Asked Questions
- Do I have to key in at least one driver details under an e-services motor quote even if that person is the proposer?
- Do I have to assign at least one driver to be the 'main driver' of each vehicle covered under an e-services motor quote?
- Is the system secure?
- Can other brokers see or access our policy records?
- How can I download pages more quickly?
- What policies am I able to transact on e-services?
- Where should I refer underwriting queries?
- Can we transfer a policy to our agency reference from a different broker?
- Is a signature required on a proposal form or direct debit mandate?
- Can I process a payment by credit card?
- Where do I enter bank details?
- What should I do if the system refers a quote?
- What should I do if the screen states 'Decline'?
- How far can I backdate a mid term amendment?
- How far can I forward date both new business and mid term amendments?
- Can I view and amend our full cycle records via e-services?
- Who produces documentation?
- What should I do if I forget my account number?
- What should I do if I forget my PIN number?
- How often does my PIN number expire, what must I do when this happens?
- What should I do if my system is out of action?
- What should I do if an error message appears?
- What should I do if I need to add new users onto e-services?
Q. Do I have to key in at least one driver details under an e-services motor quote even if that person is the proposer?
A. When completing an e-services motor quote you will be required to key in driver details when you reach the 'Driver' screens.
Note: Even if you only have one driver on the quotation that also happens to be the proposer you need to record their details here.
If the driver details are those of the proposer you have the option to select the 'Driver is named Insured' checkbox. This will fill all the relevant 'Driver' fields with the previously entered data from the 'Proposer' screens.
Q. Do I have to assign at least one driver to be the 'main driver' of each vehicle covered under an e-services motor quote?
A. When completing an e-services motor quote you will be required to assign a vehicle to the main driver / driver when you reach the 'Driver' screens.
Note: This is necessary, as it is possible for the proposer, for example, to be a non-driver. All vehicles must have a main driver.
Click on the vehicle you want to assign to the named driver and then click on the 'Add' button to move these details to the 'Selected Vehicle/Use' box. Where a quotation covers more than one vehicle repeat the process for those vehicles the driver is to be covered for. This applies to all drivers / vehicles on the policy.
Q. Is the system secure?
A. Yes, security is of paramount importance to Norwich Union, and each individual user within each broker's office has a separate account and PIN number.
Q. Can other brokers see or access our policy records?
A. No, each broker will only be able to access policy records aligned to their own agency references.
Q. How can I download pages more quickly?
A. For most users the system works very quickly. Where this is not the case the ISP that you use or the type of internet connection you have may affect the speed. Take a look at some modem options that would be available to you to improve this.
Q. What policies am I able to transact on e-services?
A. You can obtain new business quotes and process mid term amendments for Private Car, Your Van, Premier Bike, Your House, Home Plus and Travel.
Q. Where should I refer underwriting queries?
A. Queries should be referred to your local Norwich Union Customer Services area.
Q. Can we transfer a policy to our agency reference from a different broker?
A. For agency transfer advice, please contact your local Norwich Union Customer Services area or representative.
Q. Is a signature required on a proposal form or direct debit mandate?
A. No, as a statement of fact document has replaced the proposal form, there is no need for a signature. By accepting the policy documentation your client has confirmed the details are correct and true. If the premiums are paid monthly, complete the details online instead of completing a direct debit mandate.
Q. Can I process a payment by credit card?
A. Yes, after converting a policy to new business, select annual payment, and for Collection Method select Card. You will then be able to input your customers card details online. You also have the option to retain the card details for renewals (please check the customer is happy for you to do this first) and view / update / remove cards at mid term stage.
Q. Where do I enter bank details?
A. There is an option to enter bank details once you have chosen to convert the policy to New Business.
Q. What should I do if the system refers a quote?
A. A 'refer' quote should be referred to your local Norwich Union Underwriters. If acceptable they will then be able to 'pick up' the quote and complete. (please note, you must save the record before the Customer Services centre will be able to access it).
Q. What should I do if the screen states 'Decline'?
A. The risk is not acceptable to Norwich Union and should be placed with another insurer.
Q. How far can I backdate a mid term amendment?
A. 5 days. This is subject to audit and you must be able to supply reasons why.
Q. How far can I forward date both new business and mid term amendments?
A. You can forward date new business by 60 days and mid term amendments by 40 days.
Q. Can I view and amend our full cycle records via e-services?
A. No, you should continue to use your software house system for these alterations.
Q. Who produces documentation?
A. Documentation can either be produced locally in your office, or Norwich Union can print documentation on your behalf.
Q. What should I do if I forget my account number?
A. Please contact the Norwich Union e-broking support team who will ask a couple of security questions and advise you of your account number.
Q. What should I do if I forget my PIN number?
A. Please contact Norwich Union e-broking support team who will reset your account.
Q. How often does my PIN number expire?
A. PIN numbers do not expire, but it can be changed at any time if you have any concerns about security by contacting Norwich Union e-broking support to reset it. You will then be required to logon with the reset PIN and change it to your own memorable PIN number.
Q. What should I do if my system is out of action?
A. If you have not already been advised of a fault with the system, please report the problem to the Norwich Union e-broking support team who will investigate on your behalf.
Q. What should I do if an error message appears?
A. Please contact the Norwich Union e-broking support team, with the error number and message shown on the screen, and they will investigate on your behalf.
Q. What should I do if I need to add new users onto e-services?
A. Please complete the Registration Process for additional users.
