Enser Learning Guide

Hello, Mr./Ms. XYZ, my name is _____ and I am calling you from XYZ General Insurance Limited. Hope you and your family are doing great!/How are you doing?/ Hope you are well!

This call is regarding your car insurance for registration number "XXXXXXX"/MMV.

I can see that you were exploring our auto insurance plans on the website but didn't complete the purchase. (Pause)

If customer has questions about the plan or was just exploring options online -  proceed with standard script and answer the questions as applicable.

I'll be happy to answer any questions and to ensure you have a smooth experience, I will be your dedicated policy advisor. Let me take you through the plan and the benefits that come with it.

If the customer doesn't want to proceed with us - May I know the reason why you're not looking to purchase the insurance plan right now? Or is there any doubt or concern you have about purchasing at this moment? 

If Customer says “No, I haven't checked the website” or “Never shown any interest in past”

No issues, could you confirm if XXXXXX car belongs to you? If yes, I can help you with best available plans and insurance benefits for your vehicle.

For better experience, I can speak in ___________ and _________. Which of these languages would you be more comfortable with? 

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“Language Preference Guidelines"    

For Vernacular Calling Queues:

• Ask the customer for their language preference.

• Document the language preference in CRM notes.

For Other Calling Queues:

• If the customer switches to Hindi, skip the language preference question.

• If the customer continues in English:

  • Politely ask about their language preference.

  • Present language options as a choice.

  • Document the language preference in CRM notes.

2nd Call Guidelines - 

Same or different advisor; Refer to Notes - No need to confirm language preference

If notes are not available on language preference, then the advisor should check for language preference as per queue alignment and capture the same in notes for next call. 

Note 1: In cases where language preference has been asked, notes should be updated. Failing to update the preferred language of the customer is a mark down under documentation - notes.

Note 2: : If the advisor does not speak the customer's preferred language, tag the lead as "Language Barrier".

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I would like to share the call is recorded for training and quality purpose 

If Customer has time constraint: 

This call is regarding your car insurance for "XXXXXXX"/MMV where-in you had shown interest in the past, we wanted to discuss best available plans for your vehicle this year. Could you suggest a suitable time we can connect?

a. If the customer shares a slot - Book the slot for a call back and thank the customer for the time. 

b. Ensure to confirm both date and time for callback and try to schedule callback as early as possible and at least 10 to 7 days prior to PPED

c. If customer asks what this is regarding - then move to the Purpose of the call and basis customer response either move forward with the call or book the next convenient slot

If verification is not completed on the call or before the completion of plan pitch with the customer, please provide the following mandate disclaimer prior to sharing the quote,
I am sharing the quotation with you, kindly go through the Terms and Conditions of the plan before making the payment.

In order for me to pull up the correct plans for you, I will take 2 mins to quikcly verify a few details of your car.

Your car is ______ variant/CC_____, correct? (MMV) and the pin code where you drive the car most is______

Is there any External CNG fitted or not? (Only for petrol variant)

If No, Proceed further. (Select False in LSI) 

If Yes, Is it registered on RC or not? 

If Yes – proceed further and select TRUE in LSI 

If not Registered (Select False in LSI)- Right now I am giving you the policy on petrol variant, but any claim due to CNG will not be covered, so please get the CNG registered on your RC as soon as possible and then visit www.enser.co.in, there you will see edit policy option and after paying only 60Rs+GST you can add the CNG in your policy. 

The Year and Month of your car registration is ______

What is your previous policy type and what's the expiry date of the same?

[Ask only if the previous policy type is TP]  - Would you like to continue with the same policy type or as you have selected (Comp/ZD _____ ), should we proceed with that?

[If the previous policy type is TP and customer wants to continue with same policy type, Verify TP related details only and proceed to Third Party Plan] 

[If policy is CP/ZD, Ask below]

Are you the first owner or second owner of this car? 

If First owner - 

Have you taken any claims in the last year?  

Customer: Yes 

What was the claim type?

If it is OD - Proceed with 0% NCB this year 

If it is TP- Got it, What’s the NCB on your current policy? - Proceed according to the NCB Slab mentioned by the customer. 

Customer: No 

Got it, What’s the NCB on your current policy? - Proceed according to the NCB Slab mentioned by the customer

If Second owner - Refer Scenarios below

Probe using relevant questions below - 

1. Are you aware about the various coverage options available in motor insurance? (comprehensive or zero dep)

2. What is the plan and benefits you are looking for? 

      a) Do you want to go for the same policy? 

      b) Would you like me to brief you about the other plans we offer?

3. What's the IDV amount you are looking for? / What's the current IDV in your existing policy?

4. Have you received any renewal premium from your existing insurer?

May I please know the expiry date of your policy? 

In case of inspection, you need to do the payment of the premium amount first then you get the option to schedule the date and time for inspection. 

1. Our field agent will reach per selected time. 

2. Car should be properly washed and placed in the open with proper light, as the inspection team will click 22 pictures of the car. 

3. In case the car is parked inside the house then there should be someone who can drive the car, as the inspection team is not authorized to drive your car. 

In case inspection gets declined, whatever premium you have paid, it will be refunded within 7 working days in your source account.

"Please keep your previous year policy papers with you, it will be required at the time of claim"

Third Party Plan

The cost of your TP Policy is INRXXXX, which is standard across all insurance companies. As you're aware, a Third-Party Policy is mandatory by law and only covers third-party damages.

Would you prefer quotes to be sent via WhatsApp, Email, or SMS? Once you've chosen your preferred option, I'll send you the quote. 

After you've received it, please take a moment to check. If you haven't received it, please let me know so we can address any concerns you may have. 

In this your car will not be covered. Third party property damage will be covered up to 7.5 Lakh and human liabilities will be covered as decided by the court.

Comprehensive Plan

I recommend opting for the Comprehensive Plan. It reduces out-of-pocket expenses in the event of accidental damage to your car and provides extensive coverage for your vehicle, including Third Party/Liability protection.

In this your car is covered and you just need to pay depreciation and deductibles at the time of claim. Third party human liabilities will be covered as decided by the court and Third party property damage will be covered up to 7.5 Lac. 

Guideline - The standard deductibles depends upon the engine cubic capacity of your car. If it is less than 1500 cc you need to pay Rs 1000 and if it is more than 1500 cc, you need to pay Rs 2000. 

Standalone Own Damage Plan

In this your car is covered and you just need to pay depreciation and deductibles at the time of claim. 

Super Saver Comprehensive Plan

Let me introduce you to our Super Saver Plan that offers the same coverage as our Standard Plan but at a lower price of XXXX 

Here's why it's an unbeatable choice

Key Benefits of the Super Saver Plan - 

Rewards for Responsible Driving: This plan is exclusively for safe drivers like you, providing savings as a reward for your responsible driving habits given your reduced likelihood of taking a claim.

Freedom to Choose Your Garage: With the Super Saver Plan, you have the freedom to repair your car at any garage of your choice but there is a extra deductible of 5K if you repair at non-XYZ partner garages 

Save 5K deductible: Here's the exciting part: if you decide to have your car repaired at one of our partner garages, the 5K deductible will not  be applicable. Moreover, in your city we have X number of garages where we have settled more than X number of cashless claims in the last year. ( Refer Table here )

I would recommend you to consider our XYZ Preferred Garages for your vehicle repairs, whether you choose the Super Saver Plan or the Standard Plan. I will take a couple of minutes to explain the benefits for getting your car repaired at XYZ Preferred Garages.  

Priority Handling: Your car receives priority treatment, ensuring a faster turnaround time compared to other garages. 

Cost Savings: We've negotiated prices with our partner garages, passing on the cost savings to you. This means you'll save money on your repairs. 

Quality Service:

1. We use only original OEM parts 

2. Highly trained technicians work on your car to maintain its quality and performance 

3. We provide one-year workmanship warranty 

Extra Benefits: Our partner garages offer additional perks such as a body wash for your vehicle 

Regular Updates (for customers in BLR, DEL, MUM, PUNE, CHENNAI & HYD): If you choose one of our tie-up garages, you'll even receive regular updates on the progress of your car's repair. 

In this your car is covered and you just need to pay depreciation and deductibles at the time of claim if you repair your car from XYZ Preferred garage. However, if the car is repaired from a non-XYZ  garage then only you need to pay Rs 5000 Extra along with standard deductibles.

Guideline - The standard deductibles depends upon the engine cubic capacity of your car. If it is less than 1500 cc you need to pay Rs 1000 and if it is more than 1500 cc, you need to pay Rs 2000. (Make it a guideline)

Zero Depreciation Plan

I would suggest that you buy the Zero Dep plan as it provides coverage for your car in case of accidents and reduces your out of pocket expenses. For e.g. in comp plan, your vehicle will only be covered up to a certain limit, however, with ZD all parts will be covered up to 100% except the tyre and tubes. 

As I mentioned, this is one of the best plan we can offer you, out of 10 customers, 7 opt for this plan. 

In this your Car is covered with bumper-to-bumper except the tyre and tube by 50% and along with this you just need to pay Rs 1000/2000 as standard deductibles at the time of claim. Third party human liabilities will be covered as decided by the court and Third party property damage will be covered up to 7.5 Lac. 

Guideline - The standard deductibles depends upon the engine cubic capacity of your car. If it is less than 1500 cc you need to pay Rs 1000 and if it is more than 1500 cc, you need to pay Rs 2000. 

Super Saver Zero Depreciation Plan 

As I can see you have been driving your vehicle safely for the last few years and hence I hope this year also the probability of taking the claim will also be very less. This way you can save the amount in the premium right now and if by any chance something happens, god forbid, you will be covered with the zero depreciation plan already.

In this your car is covered and you just need to pay depreciation and deductibles at the time of claim if you repair your car from XYZ Preferred garage. However, if the car is repaired from a non-XYZ garage then only you need to pay Rs 5000 Extra along with standard deductibles.

Guideline - The standard deductibles depends upon the engine cubic capacity of your car. If it is less than 1500 cc you need to pay Rs 1000 and if it is more than 1500 cc, you need to pay Rs 2000. 

Smart Saver Zero Depreciation Plan

Let me introduce you to one of the best plans that we have at the most discounted amount exclusively at XYZ. This plan offers you the same coverage of Standard zero depreciation plan however at a lower cost of XX. 

As I can see you have been driving your vehicle safely for the last few years and hence I hope this year also the probability of taking the claim will also be very less. This way you can save the amount in the premium right now and if by any chance something happens, god forbid, you will be covered with the zero depreciation plan already.

In this your Car is covered with zero depreciation except the tyre and tube by 50% and you need to pay standard deductibles plus Rs 5000 at the time of claim. Third party human liabilities will be covered as decided by the court and Third party property damage will be covered up to 7.5 Lac. 

Guideline - The standard deductibles depends upon the engine cubic capacity of your car. If it is less than 1500 cc you need to pay Rs 1000 and if it is more than 1500 cc, you need to pay Rs 2000. 

"Please keep your previous year policy papers with you, it will be required at the time of claim"

If previous policy type is Third Party and customer wants to continue with the same - Pitch Third Party

If previous policy type is Comprehensive and customer wants to continue with the same - Pitch Comprehensive Plan 

If previous policy type is Comprehensive and customer is eligible for Zero Depreciation - First discuss comp price and then recommend ZD- Mr./Ms. Cx, I can see that you are eligible for the Zero Depreciation Plan, which I would highly recommend you go with as at the time of claim the cost of depreciation is borne by the Insurance Company giving you complete peace of mind.

So would you like to go ahead with Zero Depreciation or Comprehensive

If previous policy type is Zero Depreciation and customer wants to continue with the same - Pitch Zero Depreciation

If the customer is looking for discounts/lesser premium - Pitch Super Saver/Smart Saver Comprehensive or Zero Depreciation 

Mr/MS. Cx, At XYZ, we want to be transparent at the time of claim, hence, we guarantee full coverage of the selected IDV compared to other organizations which may impose some hidden charges. 

Regarding the Insured Declared Value (IDV) for your car, it currently stands at XX, but you have the option to keep it between minimum XXX and maximum YYYY. At the maximum IDV, your premium increases to Rs. YYYY.

I highly recommend selecting the maximum IDV because the increase in premium is minimal, typically around Rs. XX, compared to the significant advantage of the higher XXXX amount you will receive in case of loss or theft. Can I proceed with changing the IDV to XXX?

Based on your choice, we'll proceed accordingly. Thank you for your confirmation.

Majority of the car buyers want full protection for their car. You have XX [number of add-ons customer is eligible for] add ons to choose from. The validity of these add-ons is 1 year. As mentioned before some add ons are so popular that 7 out of 10 customers buy them when they insure their car. Now we will choose some of them based on your requirements and I am going to ask you a few questions to understand your needs.

Personal Accident Cover 

Do you have personal accident cover on another vehicle, or in your Health/Life Term policy? 

If not, you are required to buy this as this is mandated by law. This covers you against an unfortunate accident that is lethal or causes disability. This add-on covers only the owner of the vehicle who has a valid DL. 7.5 Lacs is paid in case of permanent partial disability and 15 lakhs is paid in case of death 

Passenger Cover 

Will your family and friends also travel with you in your car? 

You can take passenger cover. This is similar to PA cover but is optional and provides protection for passengers sitting in your car against death or disability. e.g. in case of a 5 seater car you would get protection for 5 seats and in case of 7 seater car this is for 7 seats. 1 lac is paid in case of death or accidental injury. 

Paid Driver Cover 

Is your car driven by a professional driver? 

If yes, you can opt for this optional add-on as it provides Rs. 1 L coverage for paid driver of your car for 1 year against accidental injury or death. 

Extra Car Protect

Will you be using your car for outstation trips? 

If yes, I would highly recommend that you buy the Extra car protect add-on. You will get: 

1. 24x7 roadside assistance - Provides assistance in case of breakdown on roads. Damages that can be repaired on the spot including puncture, battery jump-start, spare key, key retrieval, fuel provision and towing services up to 40 km free of cost. Towing service will be availed if the car is not drivable. Our team will reach out to you within 75 minutes in city limits and within 135 minutes outside the city limits.

2. Reimbursement of up to Rs.6,500 if repair takes 12+ hrs in outstation emergency to cover your hotel stay at night. 

3. Additionally it also covers repair & replacement of damaged or stolen keys up to Rs.7000 

Engine Protection Cover 

Do you live in areas which experience heavy rainfall or water logging? 

If yes, I would suggest that you buy Engine/Protect add on as the manufacturer warranty doesn't cover engine damages due to water logging. This add on protects you in two cases: 

1. Damages resulting from water logging, i.e cases where the engine gets seized or gearbox gets damaged 

2. Additionally, in case of accidental damage to the radiator and as a consequence of it, the engine stops working 

Return to Invoice 

Insurer pays only 95% of your ex-showroom price i.e your IDV value in cases where the car is damaged beyond repair due to fire, natural calamities, accidents your comp/ZD plan covers. Would you like to cover for the registration and road tax costs too? 

If yes, you can buy Return to invoice add on. In case of total loss and total theft, complete invoice value (including registration charges and road tax) or the current on-road price, whichever is lower will be paid.

Consumables Cover  

Sir/Madam, do you know about consumables cover? 

Consumables are the part of the car which get used while using the car. Example: Screws & Nut Bolts ,Lubricants, Brake Shoe Fuel filter, Brake oil,  Grease, Engine Oil, AC Gas. 

Sir/ ma’am I highly recommend this cover to you, if not added in the policy, the amount for consumables will be borne by you. So you can reduce out of pocket expense and save this cost for you by adding this cover right now.

NCB Protect Add-on

With NCB Protect Add-on, your NCB will not get impacted if you take 1 clain during the Policy Period. For.e.g. if you take 1 claim during the policy period, ideally, the NCB resets to 0%, however if take NCB protect, it will remain same as this year. To utlize this benefit you need to renew your policy from XYZ next year.

Now that we have discussed the plans and add-ons, I want to emphasize the exclusive advantages for you that come with choosing XYZ.

1. You have the freedom to repair your car at any garage of your choice. At the event of any accident, the car will be picked up and taken to the service center where it will be repaired as soon as possible, once repaired it will be delivered to your doorstep. (Bangalore, Hyderabad, Mumbai, Kolkata, Chennai, Pune, Ahmedabad and Delhi NCR)
   
   

2. In case of any unforeseen events or emergencies that may occur, we offer unlimited claims, this means that no matter how many claims you need to make, you can do so without worrying about exhausting your coverage limits as compared to other providers where there may be  a capping on the number of claims you take even in Zero Depreciation plans.
   For example- TATA AIG, Bajaj Allianz provide only 2 ZD claims in a year. [Please do not share this example proactively to the customer]
   
   

3. In case of any damage or theft of your car battery XYZ will provide 100% coverage of your battery value compared to other insurance providers which offer only 50% coverage in Zero Depreciation plans.
   For example - Bajaj Allianz gives a coverage of 50% for batteries even in ZD plan. [Please do not share this example proactively to the customer] We also provide free of cost Rat bite coverage with our own damage plans, however with other insurance providers you have to buy it as a separate add on.
   
   

4. We offer cashless claims PAN India, it doesn't matter where the accident happened, we will be there to help you with the claim and with XYZ you never have to pay out of pocket.
   
   

5. In case of an accident, god forbid if this happens, you can call on our toll-free number 1800-2662-256, our surveyor will reach your location as soon as possible. For Roadside assistance the team will reach out to the customer within 75 minutes for city limits, and within 135 minutes for outside city limits.

6. A dedicated claim handler will be assigned in case of any claim to give comfort to you and he/she will make sure to take care of everything till the time claims settles. 

7.  If you choose to get it repaired from XYZ preferred garage, 1 Year denting painting warranty will also be provided, and spare parts used will have manufacturing warranty . (Product that is manufactured from respective company) - (Only and only for XYZ preferred garages)

So now we’ve selected the required add-ons for you, let me share the total insurance premium for your car. Your premium for Comp/ZD plan with selected add ons is Rs ______ and including 18% GST it's Rs ______ 

(If Coupons available for customer) - Mr./Ms. Cx, I would also like to inform that at this time we have discounts available for you, saving you up to XXXX amount. To ensure you don't miss out, I'll send you a link using which you can avail of this discount on your insurance premium. (Offer only applicable if customer makes the payment using the link sent) 

Would you prefer quotes to be sent on WhatsApp or Email or SMS? 

Please check if you have received it.

Do you have any questions for me? 

1. Yes - answer questions/handle objections. 

2. No - proceed 

We provide easy and convenient payment options on our website or app. From UPI, wallets, and credit cards to debit cards, we have multiple payment methods that you can choose from. 

While I have you on the call, let me quickly help you with payment procedure as well. 

Based on what we've discussed, does this plan seem like a good fit for your needs? 

Additionally, here are some key points to consider:

Avoid last minute hassles and Pre-Inspection: Renewing your policy before expiry also saves you from the hassle of pre-inspection procedures, which may be required if your policy lapses. This helps streamline the renewal process and ensures a smooth transition to your new policy.

Loss of No Claim Bonus (NCB): If your policy expires, you stand to lose your X% No Claim Bonus. Renewing your policy now will help you retain this valuable benefit, which can lead to significant savings on your premiums in the future.

Risk of High Post-Expiry Costs: In the unfortunate event of accidents or damages after your policy expires, renewing your policy before the expiration date ensures uninterrupted coverage, protecting you from unexpected financial burdens. I would suggest you not take the vehicle without a valid policy as it’s not safe.

Potential Fines: Driving without valid insurance can result in fines of up to Rs 4000, as per regulatory requirements. By renewing your policy on time, you avoid the risk of facing such penalties and legal consequences. 

Agent Notes: Clarify any questions customers might have. If the customer still needs time, schedule a call back. Guidelines to schedule call back

If PPED is less than 10 days away, schedule a callback in the next 1-2 days. 

If PPED is more than 10 days away, always try to convince the customer to schedule a call back at least 7-10 days prior to PPED. 

Always confirm the date and time while scheduling a callback 

Call Closing Normal - No plan or desired plan not available

Thanks for your time, We are constantly working on improving and expanding our products and features, and we hope we will be able to offer more options in future. 

Call Closing with Follow up

I have shared the quotation on your number as well as on your email id. Is there anything else I can help you with? 

Can I connect with you later at (Date and time), so you do not miss out on the renewal of your policy?  

Thank you for choosing XYZ General Insurance Limited. You were speaking with We hope you and your car are always safe. Thank you for your valuable time. Have a great day ahead. 

Sales Call Closing - Payment received

Thank you for choosing XYZ! You were speaking with ____. While opting for the policy, please complete your KYC if not completed. Please note that if your account is not KYC verified, you need to complete the process immediately after making the payment. 

Apart from it, you can also log in to enser.co.in , visit the "My Policies" section and tap on "Pending Policy" to complete the KYC process. 

Documents required for KYC:  

1. PAN No. 

2. Address Proof
   a) Aadhar Number to be verified by an OTP, or
   b) Upload one of the mentioned documents ( as a photo capture or file) :- Driving License, Passport, Voter ID or Aadhar Copy. 

If you are happy with our services, please leave us a review on Google/Facebook. Have a great day.
                                                                                                            Or
Congratulations Sir/Ma’am. If you like our policy benefits and services, please rate us on Google & Facebook. Thanks for your valuable time. Have a great day ahead.