Communications Toolkit for Intermediaries (Third party access)

Transcription

1 and Theft Register ng Exchange Communications Toolkit for Intermediaries (Third party access) A guide for Insurance Intermediaries to use MyLicence and NCD

2 MyLicence and NCD Contents 1. Summary Page 3 2. Register to use the MIBHub and apply to use MyLicence or NCD Page 4 Registration process Page 4 Post-registration - What to expect Page 4 Onboarding process Page 5 Registration guide Page 7 3. Rules and process requirements Page 8 MyLicence Page 8 NCD Page How to use MyLicence and NCD in your marketing proposition Page 11 Key Benefits Page 11 Key Messages Page Brand guidelines Page 13 MyLicence Page 13 NCD Page Contacts Page 15 2

3 Communications Toolkit for Intermediaries 1. Summary What is MyLicence? MyLicence is a facility that gives motor insurance providers access to accurate driver information via the MIB Hub s secure link to driving licence data held by the DVLA. This includes details of a driver s entitlements, endorsements, convictions and disqualifications. MyLicence replaces the current self-declared data capture method used by insurance practitioners. How does MyLicence work? For driving licences issued in England, Wales and Scotland; authorised insurance practitioners can have real time access to DVLA data relating to a driver, simply by using the Driving Licence Number (DLN). This enables the insurance practitioner to confirm GB driving licence holders entitlements, endorsements and penalty points. Insurance practitioners who currently verify driver entitlements through a paper or electronic validation process, after the sale of an insurance policy, are no longer required to do this because the data obtained through MyLicence is real time accurate data, sourced straight from the official record, and obtained at the point of quote. What is NCD? The No Claims Discount (NCD) database replaces the manual paper exchange between motor insurers and policy holders to confirm a person s no claim discount entitlements. How does NCD work? Data depositors and organisations acting on behalf of data depositors comprise of the Closed User Group (CUG). An organisation must be in the CUG to be allowed to request data. Members of the CUG may request data at point of quote, sale or post sale. This data can be used for the purposes of data validation or replacing the need for the customer to self-declare their NCD bonuses. Benefits ccurate risk profile is achieved because the customer s memory is no longer relied on, NCD entitlements are known eliminating the need to validate post sale. etter Customer Experience is achieved because MyLicence data enables insurance practitioners to reduce their question sets by ceasing to request driving licence information from their customers. Also, the need to prove NCD bonuses through a paper exchange is removed. This means that scrutiny of the data is reduced at the claims stage so that claims can be dealt with more quickly as the data used is accurate. ombatting fraud is achieved because a customer cannot understate their endorsements deliberately or accidentally, and the NCD information provided is always up to date and accurate. 3

4 MyLicence and NCD 2. Register to use the MIBHub and apply for MyLicence or NCD products The Hub registration link is: Registration process The registration form contains three sections: Personal details Details of a primary contact responsible for implementing the selected Hub Product(s) for your organisation. This is the person that MIB should contact during and after the registration process. This person can create sub-users and delegate access to the portal to other authorised users. Organisation details Your organisation is required to provide the following information (where applicable): Company name The category which best describes your organisation Confirmation of MIB Membership Company registration number Confirmation of sole trader or partnership status Main correspondence addresses and telephone number Financial Conduct Authority (FCA) number Any previous or alternative trading names your organisation is known as Company VAT number Confirmation of whether your organisation started operating in the last 12 months. Use of data declaration The Data protection registration number held on the Information Commissioner s Office (ICO) register Confirmation that your organisation will not use the data provided by the MIB Hub for purposes other than the permitted purpose. e.g. marketing is not a permitted use. Confirmation of whether your organisation will receive any of the data and not just the outcome of processing data provided via the MIB Hub. When a registration form is submitted, it will be reviewed by MIB within ten working days. Your organisation s primary contact will be informed of MIB s decision by . s from the Hub registration site will be from MIBHubRegistration@mib.org.uk. Please ensure this address is whitelisted by your information security team. If your organisation is approved, the primary contact will receive instructions on how to create a login account. NB It is important that the primary contact creates the login account and continues the application process by following the instructions given. Failure to do so may result in your account being frozen. Post-registration - What to expect Revision to registration form Once a registration form is submitted, MIB may ask for the form to be revised if further information is required. In this scenario, the primary contact will receive an notification giving instructions on how to revise the registration form. NB It is important that the primary contact logs back in to the Hub Portal and updates their application once they have provided this information. 4

5 Communications Toolkit for Intermediaries Rejection of registration request If your organisation is rejected, the primary contact will receive notification of this decision by . The will provide instructions to follow, should you have any queries regarding the rejection. Account confirmation The login will be created by the primary contact. Their username will be the address provided on the registration form. To aid the account creation process, details of password creation rules are presented on the account confirmation screen. When the account confirmation details have been completed and saved, the Primary Contact will have access to a secure area where Hub products can be applied for. The secure login area also provides the primary contact with access to a library of the appropriate documentation. Onboarding process To apply for a product, the primary contact should click Apply against the product(s) they wish to use, view the related documentation and then access and complete an application form by selecting access application. Once completed they should select save and submit From a third party The general assumption is that the majority of intermediaries will access data via the Hub through another source, e.g. software house. Where an intermediary requires direct access to Hub data, the intermediary will need to apply for direct access. To be approved to receive DVLA driver data from a third party the primary contact will need to submit an application for MyLicence - or NCD Third Party and accept the User Agreement. This can be done by clicking on the access application link and completing the relevant question set. Completing the MyLicence and NCD product application forms The product application forms contain a set of questions that need to be completed. Application forms can be saved without being submitted, before all of the required information is entered. Once all of the information has been entered onto the application form, the primary contact should click on save and submit. A confirmation that the application form has been submitted will follow. Submitted application forms will be reviewed by the MIB MyLicence Service Team. Once approved, communication of approval to receive DVLA and/or NCD driver data via an Authorised Third Party will be issued to the primary contact by . Where further information is required to enable an application to be approved, MIB will ask for the form to be revised and provide instructions on how to resubmit the application form. If your organisation s product application is rejected, the primary contact will receive notification of this decision by . This will provide instructions to follow if you have any queries regarding the rejection. If you wish to discuss which product application best services your organisation s needs please contact MIB directly at hubservices@mib.org.uk. 5

6 MyLicence and NCD MyLicence Third Party application form The Third Party application form contains three sections to complete: 1. Usage information (Level of usage) Numbers and types of organisations you will be sending data via the Hub to. 2. Data protection information Where you will be storing and/or processing data (e.g. within the EU). Parties authorised to receive data via the Hub The User Agreement states that an authorised company may only send or receive data via the Hub from organisations that are authorised. There is an Authorised Third Party list on the Hub registration portal. This list will automatically be made available to you once you have accepted the User Agreement. Once your company has been authorised your company name will be added to the list in real-time. 3. Service contact information Contact details for primary, operational and additional contacts will be required. 6

7 Communications Toolkit for Intermediaries Registration guide You are involved in selling motor insurance Will you receive data via the Hub from other third parties only? Register with the MIB to use the Hub and once approved, apply for MyLicence / NCD - Third Party Complete the application questionnaire by clicking access application View and accept the User Agreement (MyLicence / NCD) Become approved for MyLicence / NCD - Third Party Service Your organisation will appear on the MyLicence / NCD Authorised Third Party list 7

8 MyLicence and NCD 3. Rules and process requirements There are a number of rules and processes that your organisation will need to adhere to, when using either the MyLicence or NCD services. These are set out, according to each service, in this section of the Toolkit. MyLicence Permitted use The User Agreement specifies that DVLA data can only be used for the purposes of underwriting and pricing. DVLA data may not be used in e.g. marketing. NB. DVLA data may not be used to validate self-declared data. General principles If your company has access to DVLA data and intends to use it, you must register your company with the MIB Hub and become an Approved Third Party. Becoming a user An applicant must first register and be approved for access to the MIB Hub Portal. This enables the applicant to apply for MyLicence products. Access will be granted subject to acceptance of the relevant agreements. Anonymised/aggregated DVLA data DVLA data can be anonymised and aggregated for Management Information (MI) and actuarial purposes. DVLA data may be retained but it must not be possible to identify an individual from the data alone or if the data is combined with other data held by you. Intermediaries An intermediary is a person or company that may have been granted delegated authority to manage insurance policies on behalf of an insurer. This may include an underwriting and pricing provision. An intermediary may not process DVLA data if a delegated authority has not been granted. In these instances, if the intermediary is in receipt of DVLA data, the data must be passed onto the underwriting agent immediately and deleted by the intermediary. Comparison websites Aggregators are permitted to act as a temporary conduit for DVLA data. Aggregators may hold or cache data received for a 48 hour period following receipt from the MIB Hub. Data must be deleted when the 48 hour period expires. NB. the most relevant product application for intermediaries is MyLicence Third Party. 8

9 Communications Toolkit for Intermediaries Visibility of data The preferred method is that DVLA data is processed automatically through electronic platforms. Manual underwriting is permitted if a systems-driven process is not practicable. Data should not normally be visible to individuals. Data should not normally be disclosed to a data subject unless to alert them that their: licence has expired or, postcode does not match the DVLA record. DVLA data cannot appear on policy documents or quotations. Insurers may only display self-declared information provided by the driver. This is normally limited to the DLN. This means that systems changes are required to the existing statement of fact. If a driver wants to know what information the DVLA has provided to an insurer, the driver should be directed to the DVLA portal website where information can be checked online. Data relating to additional drivers may not be discussed with the primary driver. Data may only be discussed with the data subject directly, once their identity has been confirmed. This is non-delegable, e.g. it is not permissible for a husband to authorise an intermediary to discuss his data with his wife. Exceptions to the data visibility rules Access to DVLA data may be granted if an exception applies. It is recommended that access to DVLA data should be restricted by user profile and that a log should be kept of when the data was accessed and why. Exceptions to the data visibility rules are as follows: Quote, mid-term adjustment (MTA) or renewal which cannot be processed automatically (manual underwriting). Responding to complaints. A complaint is defined by the Financial Conduct Authority (FCA) as: any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide a financial service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. Dealing with questions received from regulators Dealing with Subject Access Requests Resolving technical difficulties Claims handling. DVLA vs. self-declared Not everyone is authorised to access DVLA data. It is permissible for self-declared data to continue to be relied upon in line with current business practices. However, where both self-declared and DVLA data has been obtained the intermediary must choose which data set they prefer to rely on and disregard the other set. NB. The validation or verification of self-declared data against DVLA data is specifically prohibited. Spent convictions The DVLA will not provide details of spent convictions via MyLicence. Data protection A customer s personal details and the data provided by the DVLA will only ever be used to calculate a motor insurance quote. The data will not be used for any other purpose, or be made available to anyone not authorised to receive it. This information will only be used by the motor insurance industry and only for an authorised purpose. Data from the DVLA will only be processed with the customer s and named driver s agreement because both the DVLA and insurers understand the sensitivity of this information. MyLicence adheres to the Data Protection Act 1998, so there are strict controls in place regarding the data provided, and how it can be used. 9

10 MyLicence and NCD Key security measures in place The DVLA only provides details of the driver s entitlements, the length of time the driving licence has been held, and current valid motoring convictions. Information is not shared with anyone else: even as the main policyholder, you cannot see data about named drivers on the policy. No DVLA data is printed on policy documents. Automatic insurance systems mean information should not be accessed by unauthorised staff, and if it does need to be viewed, there are controls on who can see it. r The customer s medical information, full address and photograph are not provided as part of the service. When the customer requests a quote, or multiple quotes, the insurer will be provided with the DVLA data. However, insurers can only keep this information while the quote is valid. After the quote expires, the insurer can anonymise the information and use it for analysis purposes after which, it should be deleted. Once the customer has purchased a policy, the insurer or broker will retain the data in order to administer the policy. The insurer or intermediary may contact the customer on an advisory basis if the DVLA has advised that their photo card is out of date or that the postcode is different on their insurance application to that on their driving licence. This is a customer service function and may help the customer avoid a fine of up to 1,000 for not keeping their licence up to date. NCD Permitted use The User Agreement specifies that NCD data can only be used for the purposes of assisting the underwriting and pricing of a policy. NCD data may not be used in, for example, marketing. NCD data can be used to validate self-declared data (in contrast to MyLicence which does not allow data to be used for validation purposes) or to replace the need for the customer to self-declare their NCD bonuses. General principles Intermediaries may only access NCD database on behalf of an authorised insurer who is part of the closed user group. NCD works on the basis of machine to machine integration. There is no user web interface, i.e. a website portal that you can log on to. Aged data must be supplied when a deposit is made. Aged data is determined by the time to supply rules, which are: a. Data must be deposited 21 days prior to a policy renewal b. Data must be deposited at point of cancellation. Deposited data will be held on the Hub and backed up to the cloud. Data deposited onto the Hub will be held for a minimum of two years. Data can only be amended and removed by the data depositor. It is not possible to remove NCD data deposited onto the database by another. Becoming a user An applicant must first register and be approved for access to the MIB Hub Portal. This enables the applicant to apply for NCD products. Authorised Third Party (ATP) status will be granted subject following acceptance of the User Agreement. An ATP has no direct interface with the MIB Hub but instead relies on others to deposit/retrieve data on their behalf, e.g. Software House. 10

11 Communications Toolkit for Intermediaries 4. How to use MyLicence and NCD in your marketing proposition Key benefits ccurate pricing rience etter customer expe ombatting fraud MyLicence and NCD are key in achieving ABC for the insurance industry through the provision of good quality data at the point of quote, sale and claim. ccurate pricing is achieved because the customer s memory is no longer relied on and the ability for the customer to misrepresent their driving history or their No Claims Discount entitlement is removed. In this way it takes the guesswork out of the underwriting process. etter Customer Experience is provided because the data used to underwrite the risk is accurate at the quote stage and the service makes only the live DVLA and No Claims Discount entitlement data available. This: Enables insurance practitioners to reduce their questions sets by ceasing to request driving licence and No Claims Discount information from their customers. Reduces scrutiny of the data at the claims stage so that claims can be dealt with more quickly. ombatting fraud is a further benefit achieved because consumers cannot overstate their No Claims Discount entitlement or understate their endorsements deliberately or accidentally. Reduced fraud cuts costs to consumers and insurers alike. The data is only available to approved members who have gone through due diligence. It will be displayed electronically from computer to computer so cannot be manipulated by an individual who is not authorised to receive it. 11

12 MyLicence and NCD Key messages At the moment: 1 in 6 customers under-declare their motor convictions 7% of customers over-declare their motor convictions and over-pay According to estimates by the ABI, insurers using MyLicence to obtain DLN data, could save the honest motorist, on average 15 per year on their premium The ABI estimates that 4000 dishonest motor applications were submitted each week in This was most frequently due to customers failing to declare unspent convictions and previous claims. MyLicence and NCD will enable insurers to offer motor insurance premiums using the most up-to-date and accurate information, removing inaccuracies and minimising fraud during the application process. By allowing the DVLA to provide the data, mistakes are being removed and driver information is being accurately passed on to the insurance provider, enabling the best quote possible. The ABI believes that honest drivers who allow insurance providers to use their driving licence number through MyLicence could save on average, 15 per year on their premium. The Ombudsman claims that failure to prove NCD entitlements is a leading cause of complaint 12

13 Communications Toolkit for Intermediaries 5. Brand guidelines Brand guidelines ensure that the visual design elements of MyLicence are applied correctly in every application in which MyLicence is identified. Basic guidelines are essential for providing consistency in all communications. These guidelines should be followed to give MyLicence a uniform identity, greater visibility and powerful marketing possibilities. The purpose of the guidelines is to create uniformity in the visual image of MyLicence. It is important that the standards are strictly followed, especially in regard to the MyLicence logo. You are encouraged to use and re-use the MyLicence brand under licence, freely and flexibly. Crown Copyright conditions apply. Users must abide by these sets of conditions and the guidelines. The use of the brand is limited to Members of the MIB, ABI, BIBA, and organisations that are connected (or intending to connect) to the MIB Hub. Any organisation outside of these groups that wishes to use the brand will need to register with MIB. The use of the MyLicence brand is for the promotion of the service and is not an endorsement of the organisation. MyLicence brand contact For any branding enquiries please contact the MIB Communications Team: communications@mib.org.uk. MyLicence logo and the icon The MyLicence brand is a three colour identity and must be produced using the colour breakdowns shown here. Wherever possible, the logo should be produced as a positive version on a white background as shown here. Dark Green Green Black Spot Colour Spot Colour Spot Colour Pantone 349 Pantone 361 Pantone black C, M, Y, K C, M, Y, K C, M, Y, K 90, 32, 93, 24 70, 0, 100, 0 62, 57, 58, 64 R, G, B R, G, B R, G, B 1, 104, 54 HEX # , 174, 41 HEX #3FAE29 61, 56, 52 HEX #3D

14 MyLicence and NCD NCD logo and the icon The NCD brand is a three colour identity and must be produced using the colour breakdown shown here. Wherever possible, the logo should be produced as a positive version on a white background as shown on the logo directly below. Dark Green Green Grey Spot Colour Spot Colour Spot Colour Pantone 349 Pantone 361 Cool Grey 11 C, M, Y, K C, M, Y, K C, M, Y, K 90, 32, 93, 24 70, 0, 100, 0 62, 52, 46, 40 R, G, B R, G, B R, G, B 1, 104, 54 HEX # , 174, 41 HEX #3FAE29 85, 85, 89 HEX #

15 Communications Toolkit for Intermediaries 6. Contacts Should you have any comments or questions in relation to our products or services, please contact us via at or call us on

16 Contact Details Motor Insurers Bureau, Linford Wood House, 6-12 Capital Drive, Milton Keynes MK14 6XT Tel: or