Retention

SGI Call Centre’s objectives recognise the overall strategy of the company; that is to maintain every profitable book of business on our books.

RenewalSheetDistribution

The Renewal Sheet or “Call Ups” sheet termed within the department are distributed following the: 15th and 31st of each month

The number ofnames listed equally are divided into three/four spreadsheets. Each sheet is labelled with the names ofthe assigned Call Centre representative. Each sheet is labelled with the date “as at”noted on the master sheet. The Call-Ups sheet is emailed to the entire group for action.

RenewalSheetApproach

Individualised sheets when received follow the below process:

As per the representatives choice irrelevant columns are hidden for easy viewing. Cross-referencing information on the sheet with policies on GIMS to affirm the premiums charged. After filtering the sheet the below codes should be used to analyse the sheet and generate the overall and individual retention level. Each code has been created as drop boxes on the worksheet’s “COMMENT CODE” column.

Comment codes 1

Retention Guidelines:

The representative on reaching the client will courteously:

Remind the insured of the renewal date and the premium due Clients request payment terms; Terms are offered, based on the standard ½ instalment or 3/4 monthly instalments. If standard payments are not feasible an option for longer payment terms such as Direct Debit / Over-the-Counter plan (up to 10 instalments) are offered Always UP SELL when possible –E.g. Recommend the Sum Insured on the property be increased Always CROSS SELL when possible- E.g. Recommend Contents or business be insured

Retention: Exceptions to the Rules (of calling)

The inclusion of Executives’ and Board of Directors’ names will occur on the “Call-Up” sheet from time to time. These names have been excluded from reminder calls.