The Protocol on late payment lays down how insurers deal with customers who are in arrears with their premium. This protocol is binding self-regulation for insurers.
The Protocol states, among other things, that the insurer must provide findable and understandable information about the process of reminders on its website. This way, customers can read what they can expect. To support insurers in providing this information, the Association has developed a template.
Using the communication format
Click here for the communication format (available in Word)
As an insurer, you can adjust the format: fill in the correct deadlines yourself and, where necessary, adjust the terminology and communication style to your own house style. You can also add a logo and indicate whether it is a specific insurance product.
> This fill-in help states which parts you have to fill in yourself.
The Word document meets the digital accessibility standard for Word documents. Insurers can also publish the document as a PDF or by placing the texts and icons on a web page. With a publication in PDF, extra steps are needed to make the document usable for people with a visual impairment.
The communication format only gives customers factual information about what happens if they don't pay their premium. Research shows that customers also want to know where they can go for help with payment arrears. In order to actually offer customers a helping hand, you as an insurer can also offer more information about this.
Want to know more or ask questions?
Read the full Protocol or read the Circular with explanation.
If you have any questions about the Protocol or the communication format, please contact Patricia Swienink.
