• Is there an action plan in place? (Please click on paper clip and add photo)

Compliance Metrics

  • Does the GM have access to the required reporting? (GM to check the weekly and monthly reporting on SharePoint for all compliance metrics

  • Is the GM aware of the current cancellation rates for 14day, 2nd and 3rd payments rates?

  • Is the GM aware of the current CATi score for the current period and any colleague below 100%?

  • Do all colleagues understand which time periods are looked from a cancellation point of view? (14day, 2nd and 3rd payment)

  • Are all colleagues aware of the level of cancellation rates needed to be compliant?

  • Are colleagues aware of behaviours which could influence cancellations within the business?

Exploring Customer Needs

  • Can all colleagues in branch articulate the reasons behind the Insurance Needs Form and what affects the compliance of the Insurance Needs Form? e.g. INF saying customer not to take insurance but insurance was added anyway

  • Are all colleagues at 100% compliance for INF?

  • Is there evidence of coaching and support of any colleagues not at 100% compliance for INF? (Please click on paper clip and add at least 1 photo)

  • Does the store have adequate stock of the INF, aware of the returns process should we go to fallback and also how to reorder the forms?

4 Must Do's

  • Can all colleagues in the branch today articulate the 4 must do's? (these must be clear correct and in order)

  • Do all colleagues in branch today understand the consequences of failing to deliver the 4 must do's to every customer?

  • Are all the colleagues in the branch today aware of the purpose of CATi and of the current months score fro the store?

Mobile Complete Compliance

  • Can the store evidence any coaching or training and development of Mobile Complete compliance? (If yes please click on paper clip and add photo)

  • Do all colleagues understand who Aviva and the FCA are and why they are involved in our business?

  • Do all colleagues understand the need and reasoning for 2 signatures on a Mobile Complete certificate?

  • Can all colleagues in the branch today articulate when CASHBACK, CCV's & discounts can be used?

  • Do all colleagues understand what they must do when a customer indicates that they have alternative cover for accidental damage in place?

  • Do all colleagues understand what they must do when a customer indicates that they do not have a need for Mobile Complete and do not require the product?

  • Are all colleagues able to articulate the ways in which to deal with an insurance EOD?

  • Are all colleagues able to give an example of an expression of dissatisfaction (EOD)?

  • Are all colleagues able to articulate the ways in which a customer can cancel a Mobile Complete policy?

  • Can any paper certificates be located in the branch due to due to any fallback situation and/or colleagues printing for customer?

  • Are all Mobile Complete certificates located in branch compliant?

  • Are the Mobile complete booklets in branch available and in date/correct version being used?

  • Have the mobile complete booklets been counted and audited within the last 2 weeks and any that are missing written off? (Please click on the paper clip and add a note for the date in which these were counted)

  • Are all Team Knowhow Mobile Complete sales aids, marketing documents and promotional material company generic?

  • Is there evidence in branch of the sales observation document being used for each colleague?

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