Probing to check if RC has been updated
CSR: Do you have the updated RC copy or a sealed and signed copy of form 29 & 30?
Customer: Yes, I have it.
CSR: Great! I'll share the ownership transfer link to your (new owner’s) email address and contact number. Could you please share your email ID and contact number?
Customer: Sure, my email is [customer's email] and my contact number is [customer's phone number].
CSR: Perfect, I've shared the link with you. Have you received it?
Customer: Yes, I have.
CSR: Wonderful! Once you click on the link, you can log in using your contact number and OTP. Then, you can enter your (new owner) details and click on continue.
On the next page, you can upload the front and back of the RC copy. If you don't have the RC copy, you can select "no" and attach a copy of the form 29/30 (sealed and signed).
Transition to discussing No Claims Bonus
CSR: Regarding your No Claims Bonus, the previous owner had [mention NCB %]. Do you have any No Claims Bonus with your previous insurer?
Customer: [Customer's response]
[Depending on the customer's response, proceed with one of the following:]
Old Zero; New Zero
CSR: Since there's no difference in the No Claims Bonus, there will be no change in the premium paid. After uploading the RC copy, you can select “I have NCB certificate option” as No and click on continue. Once you submit the request, we'll change the ownership and issue the updated policy document within 2 working days.
Old more; New Zero
CSR: As the old owner has [NCB %] and you have [NCB %], there will be an additional amount payable. After uploading the RC copy, you can select “I have NCB certificate option” as No and click on continue. Once you click on continue, you'll see the additional premium applicable to change the ownership. Once the payment has been made, we will validate the documents and issue the updated policy document within 2 working days. If there are any discrepencies, we will get in touch with you.
Old more; New less
CSR: As the old owner has [NCB %] and you have [NCB %], there will be an additional amount payable.
After uploading the RC copy, you can select “I have NCB certificate option” as Yes and select the NCB amount from the dropdown and click on continue.
You'll get an option to select the NCB amount and attach the document. Upon uploading the NCB certificate and clicking on continue, you'll see the additional premium applicable to change the ownership. Once the payment has been made, we will validate the documents and issue the updated policy document within 2 working days. If there are any discrepencies, we will get in touch with you.
Old Zero/ less; New more
CSR: Since the old owner had [NCB %] and you have [NCB %], you'll be eligible for a refund. After uploading the RC copy, you'll get an option to select the NCB amount and attach the document.
Upon uploading the NCB certificate and clicking on continue, you'll see the refund amount applicable to change the ownership. Once you submit the request, we'll initiate the refund process within 1 working day, and you'll receive the updated policy copy within 2 working days.
Confirmation screenshots to proceed and submit
