Decline policy renewal offer.

M1JSS

Is it reasonable for it to take more than an hour to cancel a policy renewal?

mr_stripey

a bit more info needed for context, but an hour isn't very long if they have to do some admin/checking etc before confirming?

DullGreyGuy

M1JSS said:

Is it reasonable for it to take more than an hour to cancel a policy renewal?

Depends what you mean by "take more than an hour"

Could be your speaking to a broker who then has to communicate to a wholesale broker who then speaks to a Lloyds broker who then speaks to the underwriter. Some of those maybe system to system communications and so will be done within seconds/minutes but others may be emails or may go into a workflow where an admin person has to pick it up and deal with it. 

Having worked for an underwriter that didnt do e-trading there was a 2 hour SLA for all enquiries to be triaged and then a further SLA to actually action the request which could be anywhere from 4 hours to 3 days depending on the importance. 


Now mass market consumer insurance tends to be thin margins so most things are automated rather than manual intervention but not all things are