Helping your VTC customers understand the exclusions of their insurance increases their satisfaction and avoids misunderstandings in the event of a claim.
As an insurance broker specializing in VTCs , your role goes beyond simply selling contracts. It is essential to help your clients understand the intricacies of their insurance, including exclusions . These clauses can limit coverage in certain situations and, if not well understood, lead to inconvenience for your clients. Here's how to support them effectively.
1. What is an Exclusion in an Insurance Contract?
An exclusion is a clause in the insurance contract that specifies the situations, damages or events for which the insurer will not cover claims.
Common examples of exclusions in VTC insurance:
- Damage caused by improper use of the vehicle, such as undeclared private use.
- Driving under the influence of alcohol or drugs.
- Unauthorized or illegal transportation of goods or people.
- Participation in uncovered races or competitions.
2. Why is it Important to Explain Exclusions?
A lack of understanding of exclusions can create frustration and distrust in insurance, especially in the event of an uncompensated claim. As a broker, your goal is to:
- Avoid unpleasant surprises : Your customers need to know exactly what is covered and what is not.
- Build their trust : A clear explanation of exclusions shows your transparency and professionalism.
- Minimize Unadmissible Claims : Good understanding reduces situations where customers report uncovered claims.
3. How to Present Exclusions Clearly?
Here are some strategies for explaining exclusions effectively:
a. Use concrete examples
Rather than reading the legal text of the contract, give clear and practical examples. For example:
- “If you use the vehicle privately without having declared it, an accident will not be covered.”
b. Provide a summary of the main exclusions
Prepare a simple and concise document that lists the main exclusions of the contract. This support can be given upon signing or sent by email.
c. Answer specific customer questions
Encourage your customers to ask questions about their personal situations. This helps them better understand the implications of the exclusions.
4. Support Your Customers in Choosing Additional Guarantees
Some exclusions can be circumvented by adding additional guarantees to the contract. Explain to your clients how to strengthen their coverage according to their needs.
Examples of useful guarantees for VTC drivers:
- Driver's guarantee : Protection against bodily injuries not covered by traditional insurance.
- Extended Glass Breakage : Coverage for all glass, not just the windshield.
- 0 km breakdown assistance : For immediate support, even near their home.
5. Offer Personalized Follow-up
Once the contract is signed, remain available to answer any questions that may arise. A well-informed customer is a loyal and satisfied customer.
Tips for effective monitoring:
- Arrange regular reminders to check understanding of the contract.
- Send explanatory guides by email to remind people of important exclusions.
- Suggest an annual meeting to adapt the contract according to changes in the client's activity.
Conclusion
Helping your customers understand the exclusions of their VTC insurance is an essential step to avoid misunderstandings and increase their satisfaction. As a broker, your role is to inform them clearly, to support them in choosing additional guarantees, and to remain available to answer their questions.
At KT Courtage , we provide you with the tools and expertise needed to excel in this mission. Contact us today to discover our solutions dedicated to transportation professionals.