Source. Product training guide

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1 Source Product training guide

2 How to use The Source Online To start placing cases immediately, you ll need to log in using your unique numerical broker ID and password. If you don t have yours please contact Once logged in, you ll see the details below. A dark grey coloured button indicates the section that you are currently working on. The indicator strip will turn from red to green when all of the required information is complete. Likewise, the subsection tabs will show an X rather than a tick when the data capture is incomplete. You can save a quote at any stage in the process using the Save tab on the right hand side of the screen. A word of warning though! If you exit without pressing the Save button, you will lose all input data, however, you will be prompted. Residents These are questions relating to whoever PERMANENTLY lives at the property. 2 Source Product Training Guide

3 Declarations These questions relate to the property to be insured. All of the declarations default to YES, however, if any of the declarations are not true then please amend. You will be asked at the bottom of the page to confirm that all declarations are correct, this is important as an incorrect answer may invalidate a future claim. Applicants Please enter the basic details about the applicants to be named on the policy. The named applicants should be the parties who have a financial interest in the property and are named on any mortgage. Source Product Training Guide 3

4 Property This is the basic information about the property. Cover If you know when the policy is to start, you can enter it here. If not, you can tick the box for to be advised and then enter the date at a later stage (quote valid for 90 days). NB: The start date can also be added at the end of the quote, just before submission. Please Note: We offer a facility for your client to receive their documentation electronically via our secure online portal called edocs. If your clients wish to take advantage of this you will be asked for their address later in the quote process. 4 Source Product Training Guide

5 Buildings Cover There is a rebuild calculator built into the system which takes into account the year of build, the number of bedrooms and the postcode giving you the rebuilding cost of the property automatically utilising the building cost information service, an online rebuild database created and maintained by the Royal Institute of Chartered Surveyors. This can however be manually overridden if you need to adjust the figure given. You may find at quote results stage that despite you or the system entering a rebuilding cost, the sum insured will have automatically defaulted to the bedroom rated figure of the insurer. But don t worry as the system will automatically default to the cheapest premium with the highest cover available. Accidental Damage Buildings This is an optional extra, e.g. putting your foot through the ceiling when you are in the attic. The insurers product does include an element of AD as standard; damage to fixed glass, sanitary fittings, ceramic hobs, cables, underground pipes and drains. Excess The system will default to an 150 excess as this is the most common however you can select a higher or lower excess depending on your clients requirements. A higher excess will reduce the premium. The total excess will be the voluntary and compulsory combined. No Claims Discount (NCD) Some insurers offer a discount where the client has not made a claim in the previous 1 to 6 years. Claims are applicable to the client not the property. Contents Cover You can leave the contents sum insured as 0 and The insurers will automatically give the client their minimum CSI e.g. 40, This can be increased up to 150,000. However, entering a lower contents figure than 45,000 may reduce the premium Accidental Damage Contents This is an optional extra, e.g. spilling red wine on the carpet. The insurers product does include an element of AD as standard; damage to mirrors and glass or ceramic hobs plus accidental damage to home entertainment equipment. Valuables If the client has any item worth 1000 or more and the item is in one of the following categories; Articles of Gold & Silver Precious Metals Jewellery and Watches Furs Pictures & Works of Arts Collections of Stamp and Coins Clocks Medal Collections Photographic equipment (Including camcorders) then you will need to individually list them in the valuables section and ensure the total valuables is noted in the box of which includes x of valuables This is not premium bearing but the insurers will need to know. Source Product Training Guide 5

6 Personal Posessions Cover This is cover away from the home (WORLDWIDE). Unspecified these are items that are worth under 1500 that the client wants covered away from the home at any one time. For example, mobile phone, ipad etc. You will need to enter a monetary value here, a minimum of 2,500 and a maximum of up to 50% of the contents sum insured. Specified these are items that are worth 1500 and over which the client wants insured away from the home. N.B. If a client wants cover for an item inside AND outside the home which is worth 1500 or more, you will need to list it in BOTH the valuables and specified personal possessions sections you are not duplicating the cover but insuring the item for their full value inside and outside the home. Security ALARM to qualify for the discount, the alarm needs to have an annual maintenance contract and the firm carrying out the maintenance must belong to one of the following organisations; NSI: National Security Inspectorate NACOSS: National Approval Council of Security Systems SSAIB: Security Systems and Alarm Inspectorate Board LOCKS to qualify for the locks discount, all accessible windows need to have key operated window locks and all doors need to be secured by a deadlock and be fitted top and bottom with security bolts. N.B. The client will need to be aware that the locks and the alarm will need to be put into full and effective operation every time they reside at night or leave the property. If they are not willing to do this, DO NOT TICK THE BOXES as may affect any theft claims. This adds an endorsement on to the policy. Home Emergency Cover This is an optional extra the client can have which includes up to 500 (inclusive of 1 hour labour) of cover for the following emergencies; Water supply system failure (including blocked toilets and external drains within the boundaries of the property) Electricity failure Gas leak Primary heating failure or breakdown Failure Damage to, external door & window locks Pest infestation (wasp/hornet s nests, house/field mice, cockroaches and rats) N.B. There is no excess for this cover. The client can also claim multiple times and it would have no effect on their no claims discount. There is also no lengthy waiting period as the client can claim within 48 hours of the inception date. 6 Source Product Training Guide

7 Quote Results The insurers will quote on both a bedroom rated and sum insured rated basis. Documentation Our system automatically creates full compliance documents so there is no additional work you need to do. Source Product Training Guide 7

8 Insurer BSI CSI Aviva YH 500,000 75,000 Aviva Bright 500,000 35,000 Axa First 350,000 35,000 Axa Extra 1mil 75,000 Covea 500,000 50,000 S- Peg by Ageas) 650,000 65,000 L+G 800,000 40,000 LV 1mil 40,000 Sentinel by Ageas) 50,000 50,000 Ageas 400,000 50,000 Buildings AD as standard AD to cables and underground pipes, fixed glass, solar panels, fixed baths and shower screens NO ACCIDEN- TAL DAMAGE AS STANDARD AD to cables, underground drains, pipes or tanks AD to cables and underground pipes, greenhouses, conservatories AD to fixed glass, solar panels, any cables and underground service pipes AD to to underground pipes, undeground gas pipes and underground cables AD to undeground pipes, fixed glass and ceramic hobs AD to fixed glass, ceramic hobbs, underground pipes and drains AD to drain damage, pipes, underground tanks and fixed glass AD to external cables, fixed glass, solar panels and skylights Insurer Aviva YH Aviva Bright Axa First Axa Extra Covea S- Peg by Ageas) L+G LV Sentinel by Ageas) Ageas Contents AD as standard AD to radios, televisions, home computers, CCTV, fixed glass and mirrors NO ACCIDEN- TAL DAMAGE AS STANDARD NO ACCIDEN- TAL DAMAGE AS STANDARD AD to radios, televisions, home computers, CCTV, fixed glass, mirrors and portable computers AD to radios, televisions, home computers, CCTV, fixed glass, mirrors and games consoles NO ACCIDEN- TAL DAMAGE AS STANDARD AD to business equipment, TVs, computers, mirrors and fixed glass AD to mirrors, glass and damage to home entertainment equipment AD to TVs, home computers, mirrors and fixed glass AD to mirrors, glass, home computer and game console equipment EOW Excess Alternative accomodation Insurer Legals Trace and Access Outbuildings (theft) Insurer Contents in the open Garden cover Money Credit Cards Insurer Freezer Food ,000 Aviva YH 75,000 5,000 2,500 Aviva YH 2,000 NO COVER 750 Cover only if included in PP cover Aviva YH 1, % of buildings sum insured Aviva Bright 75,000 5,000 2,500 Aviva Bright 1,000 NO COVER 500 Cover only if included in PP cover Aviva Bright 1, ,000 Axa First 75,000 5, Axa First NO COVER NO COVER Axa First CSI % of buildings sum insured Axa Extra 75,000 5,000 CSI Axa Extra 1, for plants and trees 500 1,000 Axa Extra CSI ,000 Covea 75,000 5,000 2,000 Covea 500 NO COVER Covea ,000 S- Peg by Ageas) 75,000 5,000 2,500 S- Peg by Ageas) 1, for trees, shrubs, plants and lawns 500 5,000 S- Peg by Ageas) 1, ,000 L+G 75,000 5,000 6,000 L+G 1,000 1, ,000 L+G 1, ,000 LV 75,000 5,000 2,500 LV 1, for plants in the garden 500 Cover only if included in PP cover LV % of buildings sum insured Sentinel by Ageas) 75,000 5,000 5% of CSI Sentinel by Ageas) 1, for plants, lawns, bushes, shrubs and trees Sentinel by Ageas) Yes, within reason Ageas 75,000 5,000 CSI Ageas 1, for flowers, plants, shrubs or trees in pots 750 1,000 Ageas CSI 8 Source Product Training Guide

9 Sales Tips, Selling Techniques and Policy Benefits Quote for the clients needs; doesn t have to be like for like if they didn t need that much cover to begin with e.g. if they don t need 75,000 for contents then don t quote for it and explain to them why it s not necessary. It is important to check the client doesn t have certain items covered elsewhere (e.g. A 6,500 Rolex may be insured with the jeweller so it would not need to be insured under personal possessions section of the household policy as well). This would be classed as dual insurance and the specified insurance (i.e. the jewellers) would always be liable to pay out over the house insurance policy anyway. Always offer everything to the client (this is a part of treating customers fairly also) but be mindful of the standard levels the insurers will give and what the clients actually needs e.g. an 85 year old couple may not need/ want extended accidental damage for their contents. Check the comparison chart/quote summary and advise the client of all the additional levels of cover the insurer gives as standard; a lot of the big insurers shout about levels of cover that most insurers give as standard anyway e.g. 500 for plants. Trace and Access Trace and Access provides cover for tracking and tracing leaks to or from pipe work and other services, plus related items up to the amount of 5,000. Insurance policies that do not include Trace and Access cover would cover the cost of repairing the water damage but would not cover the cost of finding the leak, which is in most cases the biggest cost. It is, perhaps, better explained by way of an example. If a householder has hidden pipes in their bathroom - maybe routed in the walls or under the floors - and one of these bursts or leaks, Trace and Access covers them for the cost of the damage caused by the burst and the cost of finding the pipe, including perhaps any re-tiling or re-laying flooring necessary. The insurers include Trace & Access as STANDARD, up to 5000 cover for the cost of removing and replacing any part of the building to find and repair the source of the water or oil leak and up to 2500 for a leak outside of the home this section of cover provides peace of mind and IS OF NO EXTRA COST TO THE CLIENT. Source Product Training Guide 9

10 Legal Cover The cost of taking legal action can be prohibitive. If the client would struggle financially to claim for such events like unfair dismissal from work or a dispute with a tradesman, legal expenses insurance could help them cover the cost of making a claim. The insurers product includes up to 75,000 worth of legal cover as standard giving the client peace of mind. Comparison Sites and their Pitfalls Clients who search for their insurance on a price comparison website may not realise that they might obtain multiple footprints on their credit file which can affect any mortgage offer they may have or any future application for credit. Clients who have quoted online will usually have higher excesses as they select their voluntary excess but there is normally a compulsory excess added on top which some customers do not realise until they come to claim. Ask them, would they be able to pay 400 up front to start the claim process? Clients who obtain their insurance from these sites can find they are not adequately covered. Sometimes valuable elements of cover are stripped out to reduce the premium and make the policy appear more competitive. This is disastrous for customers when they come to claim. Sometimes the answers to important questions default automatically (e.g. the property is occupied during the day). This may invalidate any claim if untrue. When clients log on to these sites, 100s of companies obtain access to their personal information. They are unable to easily opt out receiving marketing from these firms. Do they really want to be bombarded with telephone calls, s and post? Objection Handling I don t have a spare 30 a month to pay for something that may never happen Empathise with the client Money is tight, however do you think you could afford to replace all of your contents in the event of a fire or a flood? There have been some high profile cases of significant losses due to the floods in 2013 and 2014, I doubt many of those claims could have been paid by the policyholder as they were tens of thousands of pounds. Could they replace their television, laptop or mobile phone if they were burgled? It is important to ask these questions! That is too expensive, I am only paying 15 a month. If what the clients are paying sounds too cheap, tell them it does. Mr Client trace and access is such an important part of an insurance policy. Many of these cheap policies do not cover it. If you had a leak and a wall had to be knocked down or a floor taken up to find where the leak was coming from, could you really afford to pay for that damage to be repaired? By paying a few extra pounds per month, it is peace of mind that you are fully insured. Your property and possessions are your biggest expense so it s so important to make sure you are adequately covered. Ultimately, your client may compromise cover for a cheaper premium and they need to be aware of the potential dangers of this approach. I have to have my insurance with my mortgage company as it s a condition on the mortgage I have It maybe a requirement to HAVE insurance but the lender CANNOT demand it is with them as it is not treating the customer fairly. 10 Source Product Training Guide

11 I have already renewed with my existing insurer Ask the client when their renewal date is. By law, insurance companies have to give the client at least a 14 day cooling off period during which the client can cancel the policy without question. Well Mr Client, I appreciate you have already renewed however you will have a 14 day cooling off period with your current provider so if I can take a few basic details from you, I can see if we can save you some money and discuss your options. Premium Credit Household insurance is an annual policy. If your client wishes to pay monthly there is a small credit charge for this and a credit agreement will be established as there is a charge for the facility. Source use Premium Credit who provide this facility. Premium Credit will handle the direct debit on our behalf. We have a direct link to them via their online systems whereby we can check ANY details that they can. The client will not have to ever call them; anything can be actioned through through us, the Source. We also have a designated telephone line to Premium Credit. Premium Credit will always write out to the client to advise who they are and how much the monthly payment will be. If an address is provided at submission of the policy, Premium Credit will always the client in the first instance. They will also enclose a signed credit agreement that they client MUST sign and return. Credit Agreement The first credit agreement letter will ask the client to go online and sign electronically. However if the client cannot or does not want to sign the online version, a paper copy will be sent to them 7-10 days later. If the credit agreement is not signed, then Premium Credit will charge a 10 fee; this would be refunded in most cases however once the agreement has been signed. The first payment will be taken either 7-10 days after submission or at inception, whichever is the latter. The direct debit date can be changed once the first payment has been collected. If the client calls Premium Credit to change the date they will be charged 5, however if they call us to do this for them there is no charge. There will be 12 monthly instalments and the client will always pay in advance never in arrears (e.g. a payment that goes out on 2nd Jan will cover client until 2nd Feb). This means that if the client does cancel the policy mid term, they would not owe any money. Source Product Training Guide 11

12 Premium Credit Charges There is an 11% charge to pay via monthly direct debit. This charge however is INCLUDED in the monthly amount that is displayed on the quotation results screen THERE ARE NO EXTRA HIDDEN CHARGES. Worldpay The client can avoid any charges if they choose to pay the annual premium in full. Simply enter the client s card details online and submit the application, we will then take the payment. They can of course also pay by cheque. How to use Source Online (ASU) These questions relate mainly to the applicants current work situation 12 Source Product Training Guide

13 How to use Source Online (ASU) (Continued). Basic applicant details Income protection Source Product Training Guide 13

14 How to use Source Online (ASU) (Continued). Mortgage Payment Protection Quote Results 14 Source Product Training Guide

15 How to use Source Online (ASU) (Continued). Comparison of cover Source Product Training Guide 15

16 thesource.co.uk Drake House Plymouth Road Penarth, Cardiff CF64 3TP

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