Q. I need to remove a co-insured from an insurance contract. I need to reach an insured regarding his contract renewal. I need to give a credit to an insured. In such cases, what should I do if I am having trouble reaching my client?

A. You must do the necessary research to try and find the client, including using the information in the client-file to contact the financial institution, creditor, spouse, employer, or any other references listed in the file. An internet or social media search may also be helpful.  

Explanation

If, despite all your efforts, you fail to obtain the insured’s approval before making changes to the contract, send the insured a written message with an acknowledgement of receipt inviting him to contact you as soon as possible to review his needs, discuss available coverages and accept them. 

If your attempts are all in vain, make a decision that limits any potential harm to the client such as leaving him without insurance coverage.

Moreover, if you place the risk with a new insurer, you cannot transfer the client’s banking information to the new insurer for the purposes of direct debit without his consent^[1].

And finally, you must demonstrate that you have made a reasonable and serious effort to find the person in question to obtain his consent or the necessary information. Meticulously note all the steps you took and the results of your research in the client-file to show that you did everything required of you.

^{[1] Sections 23 and 24 of the Code of ethics of damage insurance representatives.}