Post 1st March Travel Re-Launch
Frequently Asked Questions
Following your feedback regarding the Norwich Union Travel product the following FAQs have been produced.
- Why isn't Baggage cover automatically included in the Travel premiums?
- I've been experiencing system problems, what should I do?
- Do I have to use the Norwich Union Travel fact-finding form?
- Why can't you provide another Rating Card for Norwich Union Travel?
- What is the quick quote calculator?
- What should I do with my Annual Holiday Cover Note Pad, Single Trip Policy Schedule or Single Trip Block Debiting Pads?
- What should I do if my client has a medical condition?
- What is the 'Proposer is a non-traveller' indicator for?
- I did not receive a launch pack - where can I get one from?
- Does Norwich Union provide training?
- When will the commission levels be fixed on Switch quote?
- I haven't received my agency reference what should I do?
- Do I need to complete an application form for a stand-alone Travel policy?
- How can documents be printed in our office?
- How do I print duplicate documents?
- Can I print documents more than once in the same day?
- Where do I find baggage?
- How do I extend cover on annual travel?
- How do you add winter sports to a traveller?
- How do I add cover options at traveller level?
- I have got a system error what do I do?
- Winter sports is not included as standard - why is this?
Q. Why isn't Baggage cover automatically included in the Travel premiums?
A. Norwich Union does not include Baggage in the standard premium to enable a Broker/Customer to pick and mix their additional covers in the same way - either Baggage, Winter Sports, Extended Golfing, Business Travel or Hazardous Activities cover options.
Q. I've been experiencing system problems, what should I do?
A. Please call the e-broking support team on 01603 687666 if you are experiencing system or navigation issues. If the system errors please call the team at the time of the error occurring as this will assist the team in understanding the error better and will also allow the team to report the error to our technical teams.
Q. Do I have to use the Norwich Union Travel fact-finding form?
A. No, it is not compulsory to use the fact-finding form, it is intended as an aide to collect the information you will need to process a full quote/policy through e-services or the information you will need to provide if calling the Norwich Union Travel team.
The last two pages of the fact-finding form need only be completed where a medical condition has been declared. You can find the fact-finding forms in the Document Library on the www.nuebroking.com website.
Q. Why can't you provide another Rating Card for Norwich Union Travel?
A. Our new rating system has a complex calculation program which cannot be easily replicated in a rating card. You can now obtain guaranteed premiums by processing a quote or policy though e-services or by calling the Norwich Union Travel Customer Services team on 0845 601 4042. The quick quote calculator on e-broking can only generate an indicative premium for standard cases.
Q. What is the quick quote calculator?
A. A quick quote calculator is available for you to obtain an indicative quote for standard cases which minimises the number of questions required. This can be accessed from the e-broking homepage by selecting 'Personal Products' in the navigation followed by Travel.
Then either select Annual Multi-trip or Single Trip depending on which you want a quote for, an option for the Travel quote calculator will then appear within the navigation. Use this to link access the quick quote calculator.
To obtain a full guaranteed quote, brokers should either use e-services or call the Norwich Union Travel Customer Services team on 0845 601 4042.
Q. What should I do with my Annual Holiday Cover Note Pad, Single Trip Policy Schedule or Single Trip Block Debiting Pads?
A. These pads are now out of date and no longer compliant so should be returned to your Account Manager or to the Norwich Union Travel Customer Services team, PO BOX 598, Leeds, LS1 2TZ. Any pads received to issue policies will be returned to you and your customer will not be covered.
Q. What should I do if my client has a medical condition?
A. In all cases where clients have pre-existing medical conditions these must be declared on the system and referred to the Norwich Union Travel Customer Services Team. You should process this as detailed below:
- Enter the clients details on the e-services system in the usual way.
- Tick the checkbox on the Proposer/Traveller screens to declare the client has a medical condition (only if they cannot comply with the medical warranty i.e. they have received advice, medication or treatment for any medical condition in the last 12 months, they are under investigation or awaiting results, they are on an in-patient waiting list or aware of the need for in-patient treatment etc). This will refer the policy for further consideration.
- Complete a medical fact-finding form (available from e-broking) and call the Norwich Union Travel Customer Services Team on 0845 6014042 who will deal with the referral and update the system whilst you are on the phone to allow you to complete the business.
- If the details need to be referred to our Chief Medical Officer we may also request a medical certificate to be completed by the clients GP which will need to be faxed to us on 0845 6014045.
- If this is the case the Norwich Union Travel team will deal with the referral and contact you with the Underwriting decision, entering this on the system to allow you to complete the business.
Q. What is the 'Proposer is a non-traveller' indicator for?
A. This is to allow, for example, child-only policies to be processed where a child is travelling alone and a parent wishes to take out the policy on their behalf. Please note these cases must be referred for consideration to assess the circumstances in more detail.
Q. I did not receive a launch pack - where can I get one from?
A. If you have not received a launch pack, please contact your Account Manager, who will arrange for one to be sent to you.
Q. Does Norwich Union provide training?
A. Norwich Union does not currently provide on-site system training. We have produced a computer-based training tool, which provides screen-shots to assist you with navigational queries. You can find this at the e-broking website within the e-services userguide pages.
Q. When will the commission levels be fixed on Switch quote?
A. This issue is due to be resolved by the end of May 2006. To receive the correct level of commission at the moment (when using the switch quote function) you should either key an Annual Multi-trip policy from the beginning or contact the Norwich Union Travel Customer Services Team on 0845 6014042 to adjust the commission level for you.
Q. I haven't received my agency reference what should I do?
A. If you have requested a specific agency reference for Travel but not yet received it please contact your Norwich Union Account Manager.
Q. Do I need to complete an application form for a stand-alone Travel policy?
A. No, however, a fact-finding form is available from the e-broking website to help you collect the relevant information from your customers to process a quote or policy. 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.
Q. How can documents be printed in our office?
A. Documentation can be produced in your own office using the immediate local print option on e-services. Please refer to the userguide on www.nuebroking.com for further information.
Q. How do I print duplicate documents?
A. If you need to print off duplicate documents you will need to go into the transaction history and select the documents that you require a duplicate of. You do not need to perform a mid-term adjustment to print duplicate documents.
Q. Can I print documents more than once in the same day?
A. Unfortunately this is not possible as all transactions need to go through an overnight extraction process, which means documents for a transaction can only be printed once a day.
Q. Where do I find baggage?
A. Once you have entered the clients details onto the quote the system will automatically take you to the Policy Summary screen. On this screen there is Policy Covers hyperlink. After clicking on the link you will be able to see Available covers, one of which is baggage. Click on the Add hyperlink and this will then add the baggage cover to your quote.
Q. How do I extend cover on annual travel?
A. After entering the clients details the system will automatically take you to the Policy Summary screen. On this screen there is a Policy Covers hyperlink, if you click on the link it will take you to the Policy Covers Summary where you can see Available Covers.
Click on the Add hyperlink next to the Extended Stay option and there will be a drop down menu for you to select the number of days you want to extend the policy to. Once selected click on Accept which will take you to the Policy Covers Summary, you will see that Extended Stay has been selected.
Q. How do you add winter sports to a traveller?
A. Winter sports cover can't be added to an individual traveller, it must be applied to the whole policy. This can be done by clicking on the Policy Covers hyperlink on the Policy Summary screen and clicking Add next to Winter Sports cover.
Q. How do I add cover options at traveller level?
A. From the policy summary screen click on the change hyperlink next to the relevant traveller to access the travel client summary screen. Then, click on the traveller additional covers hyperlink and select the cover option you wish to add; either Business Travel, Extended Golfing or Hazardous Activities.
Q. I have got a system error what do I do?
A. If you get a system error please call the e-broking support team on 01603 687666 at the time of the error occurring as this will assist the team to understand the error and also allow them to report the error to our technical teams.
Q. Winter sports is not included as standard - why is this?
A. As Winter sports is now an additional cover option only customers who need the cover pay for it. The additional option now covers up to 21 days during the year including off-piste skiing and snowboarding.
If you have any further questions please contact your Account Manager.
