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Transfer of Ownership 1 (Transfer between Ex or Family (Who are you…
Transfer of Ownership 1
Transfer between Ex or Family
Who are you discussing the transfer request with?
Current Policy Holder
Explain written confirmation required from both parties
Okay with this
Use Template #1 :pencil2: to initiate the request. Agent to explain that if no response received, the policy will stay under their name. :checkered_flag:
Not okay with this
Offer to assist with a cancellation :checkered_flag:
New pet owner
Explain written confirmation required from both parties
Okay with this
Use Template #2 :pencil2: to initiate the request. Agent to explain that if no response is received, the policy will stay under the current policy holder's name. :checkered_flag:
Not okay with this
If the new owner identifies an issue with this (e.g. They state they are not on good terms with their Ex or family member), agent should offer to call :silhouettes: the current policy holder.
Successful contact via phone
Discuss with the policy holder the request to transfer the insurance & confirm okay to send an email to request written confirmation to transfer :checkered_flag:
Unsuccessful contact via phone
Leave voicemail and use Template #2 to :pencil2: initiate the request
Response received within 2 business days?
2 more items...
Non Family Members
Explain that we do not transfer policies as per the policy terms and conditions
Caller accepts this information :checkered_flag:
Caller insists on the transfer
Review the claim history on the policy
If the pet has PEC & the full vet history is on file for the pet, we
want
to rule in favour of the transfer.
Assess the relationship between new owner and pet with prompting questions
Confirmed that new owner is familiar with the full history for the pet - process the transfer of ownership
Written confirmation required between both parties required :checkered_flag:
New owner unable to provide sufficient information about pet's history, reiterate that we are unable to process transfer
Outcome accepted :checkered_flag:
Outcome not accepted - refer to Sydney for support :checkered_flag:
If no claim history is established, new owner must validate that they are very familiar with pet's history since adoption to proceed