Important information for processing new business and renewals on e-services

You may remember you were contacted recently about Moving Forward on Personal Lines which included information on the new standard excess changes for Private Car and Just Car policies. Thanks again for your support in communicating these changes to your customers.

We wanted to make you aware of some changes to implementation dates, and update you following some queries around Notice to Policyholders.

1.0 e-services

There is a slight delay in the implementation of the private car excess changes, which means the incorrect excess of £100 will be displayed on new business and renewal schedules - the system will now be updated on Monday 10th December.

New Business

• In general, quotes issued prior to 10th December with an effective date of 3rd December or later, will show the old £100 excess. These quotes are guaranteed for 60 days.
• Unfortunately, if new business is keyed on e-services on or after 10th December with an effective date of 3rd December or later, the system will automatically apply the new £200 excess, this is incorrect.

To ensure the excess gets corrected for your customers and shows on the policy records:

• Please send in the quote paperwork to your Norwich Union Personal Lines Centre with the cover note clearly marked "guaranteed quote - £100 excess should apply"
• Our Personal Lines Centre will apply the excess to the policy manually and issue the new business
• For Home & Drivers Club - all new business is processed in-house by Norwich Union, so you just needs to mark the cover note, as above, when sending in documentation with a cheque.

Renewals

• Due to the delay in the system's release, January renewals will go out a little later than normal - documents will now be printed seven days later than originally planned, so you will not see any renewal documents for Private Car in this 'hold period' from 3 to 10th December.
• So please prepare for receiving increased volumes of renewals in the following week (i.e. 2 weeks worth of renewals in 1 week).
• When you receive these renewals, please pass them on to your customers as soon as possible to ensure FSA compliance.

2.0 Important dates for Software House systems

The following table shows when the new excess charges will be made live for new business and renewals on the software house systems:

Software House	New business – from effective date	Renewal invite – from effective dates
Sirius	1st December	3rd December
Open GI	1st December	13th December
CDL	1st December	18th December
Acturis	1st December	30th December
Insurecom	1st December	30th November
SSP	1st December	12th December

New Business and Mid Term Adjustments

With the exception of Open GI, all new business and mid term adjustment schedules are correct. Unfortunately there is an error on Open GI, which means that the excess is not being displayed. This should be resolved on 7th January 2008.

We appreciate that situation is far from ideal and apologise for any inconvenience caused.

Notice to Policyholders - Private Car Power Point documentation

The Notice to Policyholders does not show the standard level of excess but refers the customer to their schedule.

Private Car Power Point renewals currently issued through some software houses do not show the excess/or display the old excess on renewal documentation produced by the system. You've told us that you do not feel the customer has clear visibility of the excess.

We are committed to getting these software houses to change their systems, so that the excess is displayed on documentation - the timetable for each is shown below:

• Insurecom - Fix was deployed on Monday 26th November
• Sirius - Corrections will be made in the January 2008 update, but will be effective from December 2007. This will commence in pilot on 5th December and should be with all users by 14th December
• Acturis - Fix agreed, live on 7th December
• SSP - Fix underway by Norwich Union. This should be deployed into live on 11th December
• Open GI - Fix delivery to be agreed
• CDL Just Car - Fix live as from 28th November.

CDL Power Point is correct and all renewal invites have been despatched showing the correct £200 excess on documents and the systems.

In the meantime, we're changing the Notice To Policyholders for Private Car Power Point to show the £200 standard excess explicitly. This document will also be available to order online from week commencing 17th December 2007.

Please note our claims teams are being kept informed of these issues, so that your customers are not inconvenienced in the event of a claim.

For more informaiton please contact your Account Manager.

Published: 06/12/2007