Non-renewal by the insured: How to proceed
Q. An insured informs you that the pandemic has negatively impacted her business, and that given her financial situation, she is considering closing it down. She will therefore not be renewing her commercial-lines insurance contract when it comes up for renewal in six months. What should you do?
A. Since the client has given her instructions several months in advance, take the following steps to properly carry out the non-renewal.
1. Ensure that you have the insured’s up-to-date contact information so that you can recontact her closer to the expiration date.
2. Note the client’s request in her file and schedule a reminder in order to follow up 30 to 45 days before her contract expires.
3. A few weeks before the contract expires, call the client back in order to confirm her request and reverify her intentions; perhaps her financial situation has improved, and she has decided to continue operating her business.
4. If she still wishes to not renew her contract, ask for written confirmation. If the insured notifies you verbally, note the date at which she informed you of the non-renewal and confirm it with her in writing.
5. Execute the insured’s instructions by notifying the insurer of her decision.
6. If you are a broker, send her a termination of mandate letter explaining the risk of non-renewal; you may be continuing to act for this client in respect of another contract. A model letter for termination of mandate due to non-renewal of contract is available.
7. To ensure the file is properly documented throughout its lifetime and enable a colleague to understand it in the event of a complaint, make sure to note all your interactions with the insured in the client-file.
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