Cancelling Live Plans
Please note, should a client request to cancel their Golden Charter plan, we need to speak to the client directly to confirm their instructions. Please ask your clients to call 0800 171 2976 and ensure that they have their plan documents to hand and we will process the cancellation.
It’s worth noting that we will always discuss the reasons for cancellation with your client and if we can help to retain the plan we will.
Sales Process
If you promote our plans over the telephone it’s essential that you are using our approved sales scripts. There are numerous benefits in doing this including greater sales conversion, explaining all the important benefits of a funeral plan, covering off the mandatory elements required within any sales call as well as ensuring a consistent customer experience for every call and advisor.
As part of our Call Listening work that we undertake on behalf of our intermediaries we often find that bank details, and the commitment associated, are requested too early in the call. In our experience this often leads to cancellations and a poor customer experience which is something we all want to avoid.
Obtaining bank details without the clients full agreement is a breach of our agreement and further reasons why adoption of our mandatory sales scripts are the most effective way of selling our plans over the phone.
If you have any questions on sales scripts or would benefit from refresher training for your team please contact your Regional Account Manager.
