Harbour Bank sells home insurance through a separate insurance company. Each year the insurance company must tell customers when their policy will end and g...
Question 1 Report
Harbour Bank sells home insurance through a separate insurance company. Each year the insurance company must tell customers when their policy will end and give the new premium price. One customer has asked to receive all routine communication by email, but has also provided a telephone number for urgent queries. The bank wants to avoid customers claiming they did not receive important information.
(a) Which method of communication should be used for the routine renewal message? [1]
(b) State two reasons why the insurance company should keep a copy of the renewal message. [2]
(c) Identify three details that should be included in the message to the customer. [3]
(d) Give four reasons why the company should offer a telephone number as well as email. [4]
Answer Details
(a) The routine renewal message should be sent by email, because this is the customer’s stated preference for routine communication. [1]
(b) The insurer should keep a copy because it provides evidence that the information was sent and helps answer a customer complaint. It also allows staff to check the price and date given and provides an audit record. [2]
(c) Three essential details are the policy end date, the new premium price, and the policy number. Cover provided, payment details, contact details, and instructions for renewal or cancellation are also acceptable. [3]
(d) A telephone number lets customers ask questions immediately and supports customers who cannot access email. It also allows urgent issues to be handled faster, helps staff explain complex insurance terms, reassures worried customers, and can resolve misunderstandings. [4]
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