Who do I get to email a customer on my behalf?

If a customer asks us to email/write to them, to confirm something that we have advised (E.G confirming a medical condition is covered that we have not needed to declare, or that they are entitled to claim if...), please can you STRESS to the customer that our calls are recorded and you will put a note on their policy for peace of mind. If it is something that is already stated in the policy wording, please can you let the customer know what page this can be found in the wording.

If, however, the customer is adamant they want this in writing, then you can send this over Nina Starr and Christie Avis on [e-mail] and the Insurance Multiskill Team will action this on your behalf. Please ensure the customer is aware it may take 3-5 days and their opening hours are Monday to Friday from 9am to 7pm. Anything that needs sending as urgent, please make sure you are marking this URGENT in the subject line of the email. 

Please ensure you are clear in your email, what needs sending, with the policy number, customer name, contact details etc and ensure you add booking history! 

If the customer needs a postal version of their email request, please still send it to [e-mail], as they will construct the letter and organise the Insurance Mail Room to post this to the customer, on your behalf.