Decline policy renewal offer.

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


  • mr_stripey
    mr_stripey Posts: 665 Forumite
    First Anniversary First Post Name Dropper
    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
    DullGreyGuy Posts: 10,380 Forumite
    First Post First Anniversary Name Dropper
    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 
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