Page 25 - Sales and Operations Handbook for Managers.pdf

Procedure

Very few circumstances qualify for a refund. A customer
trying to buy a car, but unable to get financing and never

took delivery of the car, is one example of a valid refund.

Once coverage has been placed in force and once the

customer has left the office (or hung up the phone), no

refund should be processed by A-MAX. The proper

cancellation process is to complete a Request to Cancel,
which should be sent to the carrier and the carrier would

issue any pro rated refund. Furthermore, “voiding” a

policy should never be done once the customer leaves the

office (or hangs up the phone).

Coverage was issued and there is no way to void or refund

once coverage has been provided.

Sales agent will fill out the Refund Request Form (RAF)

with customer information and the amount requested.

Once the form has been filled, call the DSM and email the
refund request form. DSM must review the refund request

form and inquire about the reason for the refund. Once the

DSM has investigated the reason for the refund and

verified that there was no coverage afforded to the

customer the DSM will approve the refund form.