WINBACK CAMPAIGN : SCRIPT

www.acko.com
S.No Topic Sub Topic Page No

1 Call Flow ● Call Flow 4&5

2 Call Opening ● Greetings, Intro, Purpose 6&7

● ACKO is Expensive, App is very confusing, I did not visit the site, 8
3 Call Opening Objections
● What do you cover, What is your Claim Process 9

● Car Details 11
● First Car Owner Scenario 12
4 Verifying Car and Policy Details
● Second Car Scenario 13 & 14
● Policy Details 15

● Plan Hierarchy 16, 17 & 18

● Standard Zero Depreciation 20
● Standard Comprehensive 21
● Super Saver Comprehensive 22
5 Plan Pitching
● Super Saver Zero Depreciation 23
● Smart Saver Zero Depreciation 24
● Third Party Plan 25
● Comparison Table 26

6 Pitching of IDV ● Verifying Selected Plan and IDV Probing 27 & 28

S.No Topic Sub Topic Page No

● Introduction to Add-ONs 30
● Accidental Covers - Personal, Passenger and Paid Driver 31
● Engine Protection Cover 32
7 Add Ons ● Extra Car Protect 33
● Consumables 34
● Return to Invoice 35
● NCB Protect 36

● Plan Wise Disclaimers 37, 38 & 39

8 Disclaimers
● Pre Inspection - PI Disclaimers 40

9 Call Closing ● Call closing and Payment 401 42 & 43

● RC Fitness Check 45
● Hold Procedure 46
10 Important Pointers
● Hold Procedure - Technical Error 47
● Handling Irate Customer 48

● Approach to handle Customer Queries 50

● Third Party Specific - Why Should I buy from ACKO 51
● Price 52 and 53
● Customer needs more time to finalize 54
11 Objection Handling ● Trust 55
● Claim Process 56
● Garage List 57
● Registration Year 58
● Pick Drop and Paid Driver 59
 Happy Call Flow

www.acko.com
 Call Flow

5. PITCH THE
1. CALL 9. SHARE THE
THE PLAN AS 10.
OPENING QUOTE &
PER THE NEED DISCLAIMER
REQUEST TO
PAY
2. CALL
OPENING 6. PITCH FOR
11. CALL
OBJECTION IDV
CLOSING
HANDLING
YES I NEED NO
A TIME
1. Share the 1. Probe for the
disclaimers 1. Create Urgency concern
3. VERIFYING 2. If Customer Agree
7. PITCH THE 2. Answer if any 2. Use Objection
CAR & POLICY queries then take steps of Handling Rebuttal
ADD ONS 3. Initiate the option A
DETAILS 3. If Customer does not
payment link
agree then email or
whatsapp the Quote
for a next call
discussion
4. ANALYSE 8. QUOTE
NEEDS CREATION

5
 Call Opening

www.acko.com
Call Opening - Standard

● Good Morning Sir/Madam

a. ipsum
Lorem Greetings
dolor sit amet at nec
●● My risus
Donec Name isporta
dolor ABCvenenatis
your Motor Insurance Advisor from Acko General Insurance
01 atb.
adipiscing
Intro
●
●
Pharetra luctus felis
Limited
Proin in tellus felis volutpat

● Hope you are doing fine?

● As you had shown interest in our product in the past we would like to
help you finalising your car policy for this time.
● For better experience, I can speak in ___________ and _________ . Which of
● Donec risus dolor porta venenatis
a.
a. Purpose
Lorem ipsum dolor sit these language would you be more comfortable with?
02 a.
b. amet at nec at adipiscing
Disclaimer
●
●●
Pharetra luctus felis
Thank
Proin you
in tellus for
felis confirming.
volutpat
● Before I proceed allow me to verify your vehicle details to ensure we
offer you the best car insurance policy
a.

● Also to let you know call is recorded for Training & Quality purpose

7
Call Opening - Objection Rebuttals

●● Mr. risus
Donec XYZ,dolor
thisporta
is why i called
you as last time you would have felt that ACKO is
venenatis
Lorem ipsum dolor sit amet at nec
01 ACKO is Expensive
at adipiscing
●
●
expensive. Today I will help
Pharetra luctus felis you generate the best policy and quote so that
Proin in tellus felis volutpat
you get value for money and peace of mind during claim process

●● Mr/Ms.
Donec XYZporta
risus dolor - allow me to just take few minutes to
venenatis offer your complete clarity
Lorem ipsum dolor sit amet at nec
02 Very Confusing
at adipiscing
●
●
so that
Pharetra itsfelis
luctus easy for you to decide why ACKO offers
Proin in tellus felis volutpat
and peace of mind during a claim process
best value for your money

●● Thisrisus
Donec willdolor
help usvenenatis
porta in offering you the best price and policy possible. So that
Lorem ipsum dolor sit amet at nec
03
02 Why are you Verifying details
at adipiscing
●
●
thereluctus
Pharetra is nofelis
inconvenience during claim process
Proin in tellus felis volutpat

●● Ok, risus
Donec I understand you may not have Mr. XYZ. However as your vehicle is
dolor porta venenatis due
I did not
Lorem ipsum
visit the
dolor
site
sitoramet
usedatthe
nec
04
02 at adipiscing
app
●
●
for renewals
Pharetra luctus felis in that case, is it ok if we proceed and discuss the best
Proin in tellus felis volutpat
possible policy for you right now

8
Call Opening - Objection Rebuttals

● Mr. XYZ, at ACKO, we have curated different car insurance plans to suit your unique
● Donec risus dolor porta venenatis
Lorem ipsum dolor sit amet at nec needs. Whether you want the basic Third-party Insurance Policy or Bumper-to-Bumper
05
01 What do you cover
at adipiscing
●
●
Pharetra luctus felis
CarinInsurance.
Proin If you allow me some time I can offer you the best suited policy for you
tellus felis volutpat
in next few minutes. Can I proceed

● Mr/Ms. XYZ - ACKO offers cashless and paperless claim processing services PAN
● Donec risus dolor porta venenatis
Lorem ipsum dolor sit amet at nec India at any garage of your choice.. With this you get benefit for free
pick up and drop
06
02 What is you Claim Process
at adipiscing
●
●
Pharetra luctus felis
facility
Proin when
in tellus felis you request for claim. Also claim request can be raised
volutpat through app at
your convenience.

● Mr. XYZ - Yes you can make a note of my Employee ID.

●● Incase
Donec risuscustomer
dolor porta still Insists for ID proof : Mr.XYZ you would not need anyone’s ID for
venenatis
Need your
Lorem ipsum
ID for
dolor
thesit
claim
amet at nec
07
02 at adipiscing
process
●
●
raising the claim. You can simply raise the request through our app or website -
Pharetra
Proin
luctus felis
in tellus felis volutpat
www.acko.com and the concerned team will connect with you. Also, for your
reference the call is being recorded and you can refer back concerning the same.

9
 Car Detail Verification

www.acko.com
Verifying Car Details
1. Your car is……. (that’s a great car sir/ma, how is your experience with the car?)
2. As per RC your name is…………..
3. Your email ID is…….
4. Your car Reg Number is….
5. Is this a private car or a commercial car?
6. Area Pin code is……
7. Is there any CNG fitted or not?
○ If No, Proceed further
● Donec risus dolor porta venenatis

01 Lorem ipsum dolor sit amet at ○ If Yes ●- Is the

a. CAR Details
nec at adipiscing ●
CNG luctus
Pharetra Internalfelisor External fitted
Proin in tellus felis volutpat
○ If Internal - Change the MMV of the Car with FNG
○ If External - then we whether it is registered in RC or Not
○ If Yes - Select True in LSI
○ If not registered - Right now I am giving you the policy on petrol variant, but any claim due to CNG will
not be covered, so please get the CNG registered on your RC as soon as possible and then visit
www.acko.com, there you will see edit policy option and after paying only 60Rs+GST you can add the
CNG in your policy.
8. Your registration year and month of your car is…

11
Verifying - First Owner Scenario

9. Are you the first owner or second owner?

A. First Owner:
i. Have you taken any claim in the last five years and what is the NCB in your previous policy?
Scenario I
Customer : Yes
Advisor : What type of claim have you taken? (If OD proceed and ask which year, If TP then mark NCB as zero.)
Customer : Comprehensive (OD policy)
a. Data
Advisor: When did
● youDonec
take risus
this claim?
dolor porta venenatis
Verification
03
01 Lorem
- at
nec
ipsum dolor sit amet at
First Owner
adipiscing
●
Customer : 2019 ●
Pharetra luctus felis
Proin in tellus felis volutpat
Scenario *Confirm the year and mark accordingly*
Scenario II
Customer: No
*Mark - NO claim in the last 5 years*

12
Verifying - Second Owner Scenario

B. Second Owner: Is the RC and policy transferred on your name?

i. RC & Policy transferred - In which year it is transferred and have you taken claim after that (select that year
and ask claim type)
ii. RC & Policy not transferred - (select policy expired more than 90 days ; NCB is ZERO and Pre-Inspection is
required.)
● In this case I will provide the policy in your name. However, please apply for the RC transfer within the 14 days

a. Data of policy start date, if not applied then any claim will not be covered.
Verification ● When the RC● will Donec
be transferred
risus dolor portaon venenatis
your name, please send the updated RC on [email protected], once
04
01 Lorem ipsum dolor sit amet at
- Second
nec at adipiscing
Owner
received within
●
●
Pharetra
2 days
luctus felis
we will transfer the policy on your name.
Proin in tellus felis volutpat

Scenario ● If there is any NCB you are entitled for, you need to share the NCB certificate with us at [email protected].
● For the time being, I will provide you 0% NCB and once the NCB certificate is approved, the respective amount
will be refunded in the RC owner’s account. Also, Inspection will be required so I will explain the same to you
now …….

13
Verifying - Second Owner Scenario

B. Second Owner: Is the RC and policy transferred on your name?

iii. RC is Transferred and policy not, having 29/30 form-( Select more than 90 days)
Tell: In this case Mr/Ms we would be scheduling a free of cost Inspection at your doorsteps
● Move to the next set of questions and if customer seeks more details then share the below points.
● In this case NCB is ZERO and Pre Inspection is required.

a. Data
● Donec risus dolor porta venenatis

05
01 Verification
Lorem
nec at
ipsum dolor sit amet at
adipiscing
- Second Owner
●
●
Pharetra luctus felis
Proin in tellus felis volutpat
Scenario

14
Verifying - Previous Insurance Details

10. May I know the policy expiry date is…….?

11. May I know the previous policy insurance company name?
12. What was the previous policy type?
13. Please keep your previous year policy papers with you, it may be required at the time of any claim

Thank you! Mr/Ms for confirming all the details, appreciate your patience.

a. Previous ● Donec risus dolor porta venenatis

06
01 Lorem ipsum dolor sit amet at
Insurance
nec at adipiscing
Details
●
●
Pharetra luctus felis
Proin in tellus felis volutpat

15
 Insurance Plans

www.acko.com
Flow of Plan Pitching and Need Analysis

Once the car details are verified, we move towards Need analysis and pitching of plans.
Advisor : Sir/Mam what are your requirements of the plan? OR Which plan are you looking for?
Option - Third Party or Zero Depreciation Plan

Refer them plans based on the ideal plan preference presented below.

ACKO SPECIFIC POLICY

THIRD PARTY POLICY
STANDARD POLICY
● If the customer does not
● If the customer does not
seem convinced with the
● Initiate the conversation by seem convinced with any
price of the standard policy,
pitching the Standard Zero of these plans or
pitch available ACKO
Depreciation or requests for a third party
specific plans.
Comprehensive Plan. plan upfront then share
● Super Saver > Smart Saver
● Share the Inclusions of the the Inclusions of the
Plans.
policy. third party plan.
● Share the Inclusions of the
policy.

17
Plan Hierarchy

1. Standard 2. Standard
Zero Depreciation Plan Comprehensive
3. Super Saver 4. Super Saver
Plan
Zero Dep Plan Comprehensive 5. Smart Saver
Plan Zero Dep Plan 6. Third Party
Plan

RANGE OF PLANS AT ACKO

18
Pitching of Plans - Checking for Preference (ZD vs Comp)

Mr./Ms.I would highly recommend you to take a Zero Depreciation coverage plan or a Comprehensive Plan
Customer : I don't know the difference between these.
Advisor: Ok allow me to explain the difference between the two:
Comprehensive Car Policy insures you against:
a. Third Party Liabilities
b. Own Car Damage against accident, flooding, fire and theft
c. At the time of taking claim you will have to pay depreciation and deductibles cost.
Zero Depreciation
● also know
Donec asdolor
risus Bumper to Bumper is a policy type that offers customers peace of mind as it
porta venenatis

01 Lorem ipsum dolor sit amet at

Pitching of Plan
nec at adipiscing
● Pharetra
covers complete● carProin
luctus
additionally
felis
covering depreciation costs of parts that otherwise is charged in
in tellus felis volutpat
Comprehensive plan
So customer saves more during a claim process.
Hope you now understand the two types, could you share which one would you like me to offer and discuss right
now.

19
Pitching - Standard Plan

Mr./Ms. - I would like to recommend you our Zero Depreciation Plan. This plan covers :
● Your own car damage and Third party liabilities with ZERO depreciation cost, except for tyres and tubes
covered by 50%.
● Third party property damage upto 7.5 Lakhs and incase of death, unlimited amount as decided by the
court.

Standard Zero Customer : Why is● depreciation charged

Donec risus dolor porta for tyres and tubes even in a Zero Depreciation policy?
venenatis

01 Lorem ipsum dolor sit amet at

Depreciation
nec at adipiscing
Plan
● Pharetra luctus felis
Advisor : Sir/ma’am, tyres and tubes are regular wear and tear items. It depreciates quickly compared to other
● Proin in tellus felis volutpat
parts as the car is always on the run. And, largely, insurance doesn’t cover wear and tear as it occurs due to
regular usage.

20
Pitching - Standard Plan

Mr./Ms. - Good choice. This plan covers:

Your own car damage and Third party liabilities with third party property coverage of 7.5 Lakhs and In case of

death and permanent disability unlimited as decided by the court.

So I will recommend the

1. Disclaimer : At the time of taking the claim, you will have to pay :

a. Mandatory deductibles based on your engine cubic capacity which is ; Rs. 1000 if your engine is less than
Standard ● Donec risus dolor porta venenatis

02
01 Lorem ipsum dolor sit amet at
Comprehensive
nec at adipiscing
Plan
●
●
Pharetra luctus felis
1500cc and Rs.2000 if your
Proin engine
in tellus is more than 1500cc. These rates are standardized by IRDAI.
felis volutpat

b. Depreciation based on the age of your vehicle :

● Glass, denting and all labor charges are 100% covered by Insurer.

● Tyre, tube, battery, air bag, paint, plastic, nylon are 50% covered by Insurer.

● Fiber is covered 70% by Insurer and,

● Wooden and metal parts as per the age of the vehicle.

21
Pitching - Super Saver Comprehensive Plan

Mr./Ms. - I would like to recommend you ACKO’s exclusive insurance policy plan - Super Saver Comprehensive
Plan. This plan covers :
a. Your own car damages along with Third party coverage of third property damage for upto 7.5 L and In case of
death or permanent disability unlimited as decided by the court.
b. Repair would be done by qualified technicians with 100% OEM spare parts for repairs
c. In case you go with Non Acko Preferred Garage there will be a deductible charge of Rs. 5000.

So all in all the Super

● Saver Comprehensive
Donec risus plan is best suited for your requirement.
dolor porta venenatis

02
01 Super Saver
Lorem ipsum- dolor sit amet at
nec at adipiscing
Comprehensive
●
●
Pharetra luctus felis
Proin in tellus felis volutpat

22
Pitching - Super Saver Zero Dep Plan

Mr./Ms. - I would like to recommend you ACKO’s exclusive insurance policy plan - Super Saver Zero
Depreciation. With this you will enjoy:
a. Your own car damage and Third party liabilities with ZERO depreciation cost, except for tyres and tubes
covered by 50%.
b. In case you go with Non Acko Preferred Garage you can chose to do so however there will be a
deductible charge of Rs. 5000.
Customer : Why the 5k deductions?
Super Saver Zero This is a ACKO specific
● planrisus
Donec withdolor
lessporta
premium than the standard plan.
venenatis

03
01 Lorem ipsum dolor sit amet at
Depreciation
nec at adipiscing
Plan
●
And you need to pay
●
Pharetra
5000
luctus felis
RS extra only if you repair your car from a non-ACKO garage
Proin in tellus felis volutpat
However, if you repair from ACKO preferred garage then there is no need to pay anything extra since
the labor charges, getting OEM parts, the supply chain is in full control of us, with all unnecessary
expenses cut down.
Also, painting warranty is given for 1 year and spare parts used during repair will be having
manufacturing warranty.
With all these benefits, I strongly believe a super saver plan is the best option for you.

23
Pitching - Smart Saver Zero Dep Plan

Mr./Ms. - This plan ensures you get good services and exclusive claim services by ACKO. With this you will enjoy:
a. It includes coverage of a zero depreciation plan. Under this plan, you are not charged for depreciation on
parts except for tyres and tubes by 50%.
b. Third party property damage is covered for upto 7.5 Lakh and incase of death or permanent disability,
unlimited as decided by the court.
c. Additionally, you get free car pick-up & drop on claims. Your car is repaired at ACKO dedicated garages
by trained and qualified technicians. They use 100% OEM spares for repairs and replacements.
Smart Saver :
● Donec risus dolor porta venenatis
Zero ipsum dolor sit amet at
05
01 Lorem
Depreciation
nec at adipiscing
>> Why 5k deductions? Pharetra luctus felis
●
● Proin in tellus felis volutpat
Plan Sir, as this policy comes with a higher discounted premium. There is an additional 5k deductible
every time you claim, so if the customer is a safe driver and doesn't want to claim for more minor
damages, they can opt it.
Having said that, you are at full liberty to get your car repaired at a specific garage in mind by paying
this deduction amount.

24
Pitching of Plans - Third Party Plan

Customer : I am looking for a TP policy. OR All the other plans are highly priced.
Advisor : In that case sir let me introduce you to our Third Party Policy.
As you might already know, a third party policy is mandatory by law.
● This policy covers only if a third-party person, property or vehicle is at a loss caused by your car while driving
on the road.
● Property damage is covered upto 7.5 lac and 3rd party death or permanent disability will be unlimited as
decided by the court.
● Donec risus dolor porta venenatis

01 Pitching
Lorem
nec at
of Plan
ipsum dolor sit amet at
adipiscing
: TP Policy
●
Would you like me
●
Pharetra luctus felis
to add this cover for you?
Proin in tellus felis volutpat

25
Comparison Table

Zero Depreciation Plan Comprehensive Plan Third Party Plan

1. Own car damage

2. Third Party coverage 1. Own Car Damage
Plan Coverage 1. Third party coverage
3. Car depreciation is covered, but 2. Third Party coverage
tyres and tubes are covered at 50%.

1. Mandatory deductibles based on 1. Mandatory deductibles based on 1. Own car damages are not
Engine cc. Engine cc. covered in this plan.
a. Less than 1500 cc - Rs.1000 a. Less than 1500 cc - Rs.1000
Disclaimer
b. More than 1500cc - Rs.2000 b. More than 1500cc - Rs.2000
2. Depreciation to be paid fully based
on the age of the vehicle.

SUPER Saver Plan Availability

Yes Yes No
(Visit Non ACKO garage and pay Rs.5000)

SMART Saver Plan Availability

(Visit any garage and pay Rs.5000) Yes No No

Personal Accident Cover, Paid Driver

Personal Accident Cover, Paid Driver Cover, Passenger Cover, CNG cover, Personal Accident cover,
Add-ons availability post purchase
Cover, Passenger Cover, CNG cover electrical and non-electrical Passenger cover.
accessories cover

NCB applicable No Yes Yes

26
 Confirmation on IDV

www.acko.com
Verifying - Selected Plan and IDV Probing

Click on QUOTE and progress with the plans chosen by the customer.
● Sir/Mam you have opted for a _____________________ plan with an IDV of ___________..
● You can increase your IDV upto ________..
● IDV is Insured Declared Value that you will get 100% in case of total theft or loss.
● So I recommend you to set the IDV to the maximum value.
Basis the choice - proceed further - Thank you for the confirmation
a. Selected Plan Verification Scenario
● :
Donec risus dolor porta venenatis

01 Lorem ipsum dolor sit amet at

a.nec
b. IDV Probing
at adipiscing
●
●
Pharetra
Customer luctus
: I want tofelis
keep the same or lesser IDV.
Proin in tellus felis volutpat
Advisor : Sir/Mam I would highly recommend you to increase the IDV to the maximum since
you will get the entire amount at the time of total loss or theft.
Customer : I want

28
 Add ons

www.acko.com
Introduction to Add-ons

ACKO offers 8 highly contextual add-ons which minimize your out-of-pocket expenses on car repairs, help you
cover yourself/your loved ones against scenarios like death/disability and more. The validity of these add-ons is
1 year.
They are :
1. Personal Accident Cover
2. Personal Accident cover for Passengers
3. Paid driver cover
4. Extra car●Protect
Donec risus dolor porta venenatis

01 Lorem ipsum dolor sit amet at

ADD ONS
nec at adipiscing 5.
● Pharetra luctus felis
Engine Protection
● Proin in tellus felis volutpat
6. NCB Protect
7. Consumables
8. Return to Invoice (RTI)

30
Pitching - ADD ONS - Accidental Covers

Mr./Ms. - With ACKO we would like to recommend you some Accidental Covers as Addon.
God Forbid in case of any accidents these add ons helps in offering Financial Assistance in case of death or
disability.
1. Personal Accident Cover:
This add-on covers only the owner of the vehicle who has a valid DL. 7.5 Lacs is paid in case of permanent
partial disability and 15 lakhs is paid in case of death
2. Passenger Cover
This add-on provides
● protection for passengers
Donec risus dolor porta venenatissitting in your car against death or disability. e.g. in case of a 5

01 ACCIDENTAL
Lorem ipsum dolor sit amet at
nec at adipiscing
COVERS
●
seater car you would
●
Pharetra luctus felis
get protection for 5 seats and in case of 7 seater car this is for 7 seats. 1 lac is paid in case
Proin in tellus felis volutpat
of death or accidental injury
3. Paid Driver Cover
If yes, you can opt for this optional add-on as it provides Rs. 1 L coverage for paid driver of your car for 1 year
against accidental injury or death
Please suggest which one would you prefer to add- this will cost at XXX per add on

31
Pitching - ADD ONS - Engine Protection Cover

Mr./Ms. - Do you live in an area that experiences heavy rainfall or water logging?
This add-on protects you in two cases:
1. If you're driving through a flooded street and all of a sudden, your engine seizes up or your gearbox gets
damaged
2. Or If you accidentally damage the radiator and as a result, the engine stops working
Engine Protection Cover the cost incurred towards repair or replacement due to consequential damages of the
internal parts of the
ENGINE a. engine, ● Donec risus dolor porta venenatis

02
01 Lorem ipsum dolor sit amet at
PROTECTION
nec at adipiscing
COVER
b. Gearbox ●
● Pharetra luctus felis
Proin in tellus felis volutpat
c. and differential assembly arising out of water ingression, hydrostatic lock, or leakage of coolant/lubricating
oil of the insured vehicle
So shall I add the Engine Protection Cover at a nominal price of … amount?

32
Pitching - ADD ONS - Extra Car Protect

Mr./Ms. - Will you be making outstation trips on your car?

I have the perfect plan. This add-on is a bundle of 3 services. It comes with:
1. Roadside Assistance : You can avail this up to 4 times in a year for services like flat tyre, battery jumpstart,
fuel provision, towing free for upto 40 kms and additional at Rs.70/km.
2. Key Protection : It provides protection against loss of key or damage, up to a limit of Rs. 7000 during the
policy period.
3. Outstation Protection : In the unlikely event that your car requires repairs that take more than 12 hours
occurring beyond
● 100 kmrisus
Donec radius
dolorof thevenenatis
porta base location, you'll be reimbursed up to Rs. 6,500 to cover your hotel
03
01 EXTRAipsum
Lorem CAR dolor sit amet at
nec at adipiscing
PROTECT
●
and food expenses
●
Pharetra luctus felis
Proin in tellus felis volutpat

33
Pitching - ADD ONS - Consumables

Mr./Ms. - The cost of consumables can add up to a huge amount. Would you like to take our extremely
economical consumables add-on?
You must opt for this cover if:
● You do not want to pay for the costs of consumables like the cost of engine oil replacement in the
repair bill.
● If you want to stay worry-free about claim settlement of minor repairs and responsibilities.

This add-on covers

● the:
Donec risus dolor porta venenatis

04
01 Lorem ipsum dolor sit amet at
CONSUMABLES
nec at adipiscing ●
●
Engine oil
●
Pharetra luctus felis
Proin in tellus felis volutpat
● Nuts and bolts
● Oil filters
● Grease
● AC gas oil and similar items that are required to be repaired regularly due to wear and tear or
accidents.

34
Pitching - ADD ONS - Return to Invoice (RTI)

Mr./Ms. - Would you like to cover more benefits than your IDV?
If you live in a theft prone locality or even if you are based in a natural disaster-inclined area, you must opt
for a return to Invoice cover.
Incase of total loss or theft this add-on ensures that you receive the entire invoice amount that includes
your ex-showroom price + registration fees + road tax + Insurance amount + GST.

● Donec risus dolor porta venenatis

05
01 RETURN
Lorem
nec at
INVOICE
TO dolor sit amet at
ipsum
adipiscing
●
●
Pharetra luctus felis
Proin in tellus felis volutpat

35
Pitching - ADD ONS - NCB Protect

Mr./Ms. - Would you like to cover more benefits than your IDV?
1. With NCB protection, If you take only 1 paid claim in the current year, then the NCB will not get 0%, it will
be same as this year however you need to renew from ACKO next year. If you change your insurance
provider the coming year then your NCB becomes 0.
2. At a minimal price of Rs………. we are offering you the NCB protect.

● Donec risus dolor porta venenatis

06
01 Lorem ipsum dolor sit amet at
NCB Protect
nec at adipiscing
●
●
Pharetra luctus felis
Proin in tellus felis volutpat

36
 Disclaimers

www.acko.com
Plan Disclaimers

● At the time of taking claim you have to pay mandatory deductibles based on the
● Donec risus dolor porta venenatis
Lorem ipsum dolor sit amet at nec Engine CC.
01 Standard Zero Depreciation Plan
at adipiscing
●
●
Pharetra luctus felis
Proin ○ Less
in tellus felis than 1500cc
- Rs. 1000
volutpat
○ More than 1500cc - Rs. 2000

● Depreciation cost needs to be paid based on the age of vehicle.

Lorem ipsum dolor sit amet at nec

●● At the
Donec time
risus dolorofporta
taking claim you have to
venenatis pay mandatory deductibles based on the
02 Standard Comprehensive Plan
at adipiscing
●
●
Pharetra
Engine
Proin ○
luctus
CC. felis
in tellus felis than
Less volutpat
1500cc - Rs. 1000
○ More than 1500cc - Rs. 2000

● At the time of taking claim you have to pay mandatory deductibles based on the
Engine CC.
● Donec○risus Less thanvenenatis
dolor porta 1500cc - Rs. 1000
Super Saver
Lorem ipsumZero
dolor
Depreciation
sit amet at nec
03
02 at adipiscing
Plan
●
●
Pharetra More
○ luctus felisthan 1500cc - Rs. 2000
Proin in tellus felis volutpat
● At the time of claim if you visit any NON ACKO garage, there will be a deductible
charge of Rs.5000.

38
Plan Disclaimers

● Depreciation cost needs to be paid based on the age of vehicle.

●
● At the time of taking claim you have to pay mandatory deductibles based on the
Donec risus dolor porta venenatis
Lorem ipsum dolor sit amet at nec
04
01 Super Saver Comprehensive Plan
at adipiscing
●
●
Engine
Pharetra
○
CC. felis
luctus
Less
Proin in tellus felis than 1500cc
volutpat- Rs. 1000
○ More than 1500cc - Rs. 2000
● At the time of claim if you visit any NON ACKO garage, there will be a deductible
charge of Rs.5000.

● At the time of taking claim you have to pay mandatory deductibles based on the
Engine CC.
● Donec○risus Less thanvenenatis
dolor porta 1500cc - Rs. 1000
Smart Saver
Lorem ipsumZero
dolorDepreciation
sit amet at nec
05
02 at adipiscing
Plan
●
●
Pharetra
○ luctus felisthan 1500cc - Rs. 2000
More
Proin in tellus felis volutpat
● At the time of claim if you visit any garage, there will be a deductible charge of
Rs.5000.

●● It does
Donec risusnot cover
dolor porta your own
venenatis car damages.
Lorem ipsum dolor sit amet at nec
06
02 Third Party Plan
at adipiscing
●
●
Pharetra luctus felis
Proin in tellus felis volutpat

39
PI - Disclaimer

Please note these Inspection disclaimers are important to mention to the customer before the payment:

1. To schedule the inspection, you don’t have to pay any inspection fees.

2. You will get the option to schedule the date and time for the inspection.

3. We will send our surveyor within 2 hours if the inspection is scheduled before 2 PM.

4. Once the survey is completed, we will confirm the policy conditions.

5. Valid RC is required and the car should be washed and placed in the open with proper light, as the
● Donec risus dolor porta venenatis

01 Pre-Inspection
Lorem ipsum dolor sit amet at
nec at adipiscing
Disclaimers
●
6. inspection team
●
Pharetra luctus felis
will click 22 pictures of the car
Proin in tellus felis volutpat

7. In case the car is parked inside the house then there should be someone who can drive the car, as the

8. inspection team is not authorized to drive the car

9. If post inspection, we decline your policy, the premium amount will be refunded to you within 7 working

days in your source account

Please Note : inspection will be scheduled post the payment is made for the premium

40
 Call Closing

www.acko.com
Closing and Request for Payment

Advisor : May I please ask where I should share the quotation to you, on your registered email address, via
text or on WhatsApp?
Customer : On mail and whatsapp.
Advisor : Perfect! The quotation has been successfully shared on your email address and on WhatsApp.
Please confirm if you have received it.
Customer : Yes
Advisor : Great! I would highly recommend you to make the payment now. Since it is an online portal and if
Donec risus
may face any● difficulties
you at dolorbe
I shall porta venenatis
happy to assist you staying on the call as you make the payment.
05
01 Closingipsum
Lorem and dolor sit amet
nec at adipiscing
Payments
●
●
Pharetra luctus felis
Proin in tellus felis volutpat

If Payment done.
Congratulations Sir/Ma’am/Mr/Ms………… and Welcome to the ACKO family. If you like our policy benefits and
services, please rate us on Google & Facebook. Thanks for giving your valuable time to ACKO General
Insurance. Have a great day ahead. It was a pleasure assisting you.

42
Closing and Request for Payment

If payment not done.

Advisor : No worries, may I please ask when will you be making the payment?
Customer : You can call me tomorrow.
Advisor : Sure sir, what time would you be available tom? Shall I call you at 5pm tomorrow? (Ask for follow up
date and time and proceed accordingly)
Customer : Yes
Advisor : Great! Thank you for hearing me out and allowing me a chance to assist you.
● Donec risus dolor porta venenatis

05
01 Closingipsum
Lorem
nec at adipiscing
Payments
THANK
and dolor sit amet at YOU FOR●GIVING
●
HAVE A NICE DAY!
YOUR VALUABLE TIME TO ACKO GENERAL INSURANCE.
Pharetra luctus felis
Proin in tellus felis volutpat

43
 Important Pointers

www.acko.com
Important Pointers

FOR DELHI:
● If the car is of diesel variant and the age of the car is more than 10 years then he needs to provide
RC Fitness Certificate.
● If the car is of petrol variant and the age of the car is more than 15 years then he needs to provide.
FOR OTHER LOCATIONS:
● If the car is of diesel/ petrol variant and the age of the car is more than 15 years then
he needs to provide RC Fitness Certificate.
● Donec risus dolor porta venenatis

01 RC Fitness
Lorem ipsum dolor sit amet at
nec at adipiscing
Check
●
●
Pharetra luctus felis
Proin in tellus felis volutpat
CAN CUSTOMER GET RC FITNESS CHECK FROM ANY CITY
- YES, they can get fitness check from their nearest RTO in any city you are residing

45
Important Pointers - Hold Procedure

Hold Start : May I please put your call on hold for a minute as I look for a possible solution?

Refresh : If the hold period extends more than 1 min

Sir, thank you for being on hold, I apologize to keep you waiting. It’s taking a little longer to resolve your
query. May I put your call on hold for some more time?

Un-hold : Thank●you for being on hold/Thank you for your patience.

Donec risus dolor porta venenatis

02
01 Lorem ipsum dolor sit amet at
Hold Procedure
nec at adipiscing
●
●
Pharetra luctus felis
Proin in tellus felis volutpat

46
Important Pointers - Handling Angry/Irate Customer

While angry customers are typically exception to the rule, you will occasionally come across someone
who is angry or verbally aggressive. Here are some tips that will help you.

Start by showing sympathy and being understanding to the customer’s concerns. You can use these
statements to reflect the same:
● I’m so sorry this has happened. Let me see if I find a way to fix things.
● I’m so sorry. Can you tell me what happened so I can help?
● Donec risus dolor porta venenatis

03
01 IRATE ipsum dolor sit amet at
Lorem
nec at adipiscing
Customers
● I completely Pharetra
●
●
understand your frustration.
luctus felis
Proin in tellus felis volutpat
concern so we can get to resolving this.
I’d feel the same way. Can you please highlight your

● Your issue is unusual, but I have dealt with similar cases before and I can help you
● Incase the customer uses unfit language or conduct then you can give a warning stating :
Sir/Mam this call is being recorded and I would request you to stop conversing this way.
● If the customer still uses foul language, you can disconnect the call concerning the same.

47
Important Pointers - Technical Error Hold Procedure

While conversing with the customers, you may come across technical errors or system related issues
and these need to be addressed with the customer. Using the following statements will help you give a
better experience.
● System Error - Sir/Mam allow me some time, we are facing a technical issue and the system is
responding slow. I shall get back to you at the earliest.
● Sir/ Mam, we are facing technical issues. May I please put your call on hold and get this rectified.
● Incase the system gets stuck on QUOTE page : Sir/Mam we are facing system error, meanwhile I
● Donec risus dolor porta venenatis

04
01 TECHNICAL
Lorem ipsum dolor sit amet at
nec at adipiscing
ERRORS
have shared Pharetra
●
●
the quotation with you and
luctus felis
Proin in tellus felis volutpat
shall get back to you at the earliest. You can let me know
if (follow up time and date ) suits your convenience?

48
 Objection Handling

www.acko.com
Objection Handling - Approach to deal the Objection/Queries

To build trust with the customers follow the golden rule.

1. Listen to Understand : Listen to the customer’s query completely.

2. Acknowledge : I understand this must be a concern for you. / Does this match with your

expectations.

3. Paraphrase : As you said you were looking for a plan that covers your car fully, I have a
● Donec risus dolor porta venenatis

01 Lorem ipsum dolor sit amet at

TRUST
nec at adipiscing
● Pharetra luctus felis
suitable plan● for Proin
you incalled the Zero Depreciation Plan.
tellus felis volutpat

4. Clarify - Ok I understand so before i respond to that that any other concern you have that

needs to be address

50
Why should I buy from ACKO?
Sir / Mam, third party policy has a standard premium across Insurance providers that means the price you pay for a third party policy
is the same irrespective of the Insurer. But here’s what we offer best :

●● Mr. XYZ,
Donec we at
risus dolor ACKO
porta offer better coverage at the same price. We have a third
venenatis
Lorem ipsum dolor sit amet at nec
01 Better Coverage
at adipiscing
●
●
party property coverage of Rs.7.5 Lacs and Incase of death and disability
Pharetra
Proin
luctus felis
in tellus felis
unlimited volutpat by the court.
as decided

● For only Rs.399, we offer Personal Accident cover is mandatory by IRDAI to

● Donec risus dolor porta venenatis
Lorem ipsum dolor sit amet at nec cover the RC owner against an unfortunate accident resulting in death or
02 Cost effective PA cover
at adipiscing
●
●
Pharetra luctus felis
disability.
Proin In case
in tellus felis of permanent partial disability, the coverage is 7.5 lakhs
volutpat and
in case of death, the coverage is 15 lakhs.

● Donec risus dolor porta venenatis

Lorem ipsum dolor sit amet at nec
02
03 New Age Experience
at adipiscing
●●
●
App based
Pharetra
Proin
claim process with cashless
luctus felis
in tellus felis
fingertips volutpat
through the ACKO App.
and paperless insurance claims at your

51
Objection Handling : Price (IDV, GST and USP)

1. IDV 2. GST 3. Add Ons 4. USP’s

Statement : Is the GST added to Statement : Is this quotation with Statement : I understand that ACKO
Statement : How much IDV is the
the plan? Add ons? is somewhat expensive, but I think
competitor offering? you should look at the facilities
Scenario : If the competitor is ● No : Sure Sir as the ● No : Sir as the quotation
offered. We offer you :
offering - Comp's quote is without they have shared is
1. Pick up and drop facility for
● Lesser IDV : Sure Sir, as GST, there quotation without add ons, it is your car from home to garage
we are offering higher seems less expensive. costing you less. At and back at no extra cost.
IDV the premium is However we are offering ACKO you are getting 2. 1 year denting painting
higher and so is your you a plan inclusive of (name of add ons) along warranty on ACKO preferred
compensation at the GST which is around 18% with your plan and GST garages.
time of claim. by govt. at Rs.______. 3. We use 100% OEM parts at
● Yes : Ask the next set of ● Yes : Ask the next set of our garage.
● Higher IDV : As the next
questions based on Add questions based on With all these added services we
set of questions based
ons and facilities. facilities. have strong claim settlement ratio of
on GST, add ons and 96%and assure to provide you with
facilities. the best in class services. I would
highly recommend you to consider
ACKO as your first choice.

52
Objection Handling : Price
Advisor : I understand your concern sir/ma'am. Are they offering you the same plan and add
ons at the price point we discussed?
Customer: Yes:
Advisor : Sure sir. However, I think ACKO's plan may still be more value for money.
1. For instance Acko is one of the few insurance companies in India that provide Unlimited
Dealer matching claims.
● Donec risus dolor porta venenatis
2. Moreover we do cashless claim settlements in any garage of your choice as long as it's GST
01 price/offering
added services
at adipiscing
valuesit amet at nec
Lorem ipsum dolor
●
●
Pharetra luctus felis
registered.
Proin inSo with
tellus felisACKO
volutpatyou get cashless settlements not only at the dealership you
bought your car from but also in any garage of your choice as long as it's GST registered.
3. For ex - If you are outstation and unfortunately meet with an accident, this offering
becomes very handy as you can go to any garage after informing ACKO.
4. Also sir/ma'am we have a claim settlement ratio of 96% and have settled 2L+ claims so far.
7 out of 10 customers, who experienced the claim settlement process at ACKO, recommend
us highly to their friends and family

● Donec risus dolor porta venenatis

Lorem
Can youipsum
offer dolor sit amet at nec
me more Sorry, sir/ma’am. We are already priced competitively with respect to other insurers and this is
02 at adipiscing
discounts?
●
the best
Pharetra luctus felis
● quote fortellus
Proin in your car.
felis volutpat

53
Objection Handling : Customer Needs time to Finalize
Advisor : I am sharing the quotation with you for ____________ (plan name ).
Currently its priced at ______, which may change later and also I can help if you have any queries
right now.
If the customer INSIST on taking more time please share the below disclaimers:
1. Ok Sir, in that I must tell you the if you make changes to the plan the price may vary
2. Before buying the policy, you can check the terms and conditions to ensure you are
Customer needs more ● Donec risus dolor porta venenatis
satisfied.
03
01 Lorem ipsum dolor sit amet at nec
time to finalize plan and
at adipiscing
pay
●
●
Pharetra luctus felis
Incase
Proin inyou
tellusneed any more clarity, we can connect online to address any concerns.
felis volutpat
I would still suggest we can discuss any query you have right now and complete the process as
this is one of the best policy option for you.
Pause:for customer to respond.
If Customer Say nio need time -
OK Mr./Ms XYZ - shall I email or whatapp you the policy

54
Objection Handling : Trust Building

Hi Mr./Ms XYZ - I would like ot enlighten you a bit ACKO as a brand that will help you feel more comfortable

a. ACKO is an IRDAI licensed (IRDAI Registration No: 157) General Insurance company.

b. We offer Car, Two-Wheeler, Taxi and Health Insurance plans

c. Leading brands like HDFC, Makemytrip, Amazon etc. trust us and choose ACKO Insurance for their

customers

d. ACKO has sold more than 60 Crore insurance policies till date with a claim settlement ratio of over 96%
● Donec risus dolor porta venenatis

01 Lorem ipsum dolor sit amet at

TRUST
nec at adipiscing e.
● Pharetra luctus felis
This with●being a new age company makes us a trustworthy brand that you can peacefully bank on
Proin in tellus felis volutpat

Hope These details offers you enough for you to trust us as your Insurance service provider.

55
Objection Handling : Claim Process

1. You can raise a claim through the ACKO website or app. I can take you through a quick
demo of the steps that will help you submit your claims in the future.
What's the process to raise a 2.● Once Donec
yourisus
log dolor
on toporta
yourvenenatis
account on ACKO.com or ACKO app, you need to select your car
Lorem ipsum dolor sit amet at nec
01 claim?
at adipiscing
●
●
Pharetra luctus felis
policy from the home page. Proceed to click on ‘Claim now’. On the next page, provide the
Proin in tellus felis volutpat
incident details by answering a few questions. You can finally submit the claim.
3. In case you need personal assistance in registering the claims you can call us on our
toll-free number - 1800 266 2256, or email us at [email protected]

1. For instant cash settlement, we settle the majority of claims within 24hrs. Smaller claims
include windshield replacement, scratches on car and any other visible damages on car
How long doesdolor
it take ● Donec risus dolor porta venenatis
Lorem ipsum sit to settle
amet a
at nec
02
01 claim?/How
at adipiscingmuch time
take to repair my car?
does it ●
●
2. Pharetra luctus felis
For larger claims, as soon as
Proin in tellus felis volutpat
the dealership/garage communicates the repair estimation
to ACKO, ACKO approves it within 4-6 hours. Post this approval, the dealership/garage
starts repairing your car. We continuously keep you updated on your car repair status via
our app, on SMS and calls

56
Objection Handling : Garage List

I am opting for an ACKO Super 1.● YouDonec

can risus
visitdolor
anyporta
garage based on your preference, however if you visit a NON Acko
venenatis
Lorem ipsum dolor sit amet at nec
06
01 Saver plan, can I visit any garage
at adipiscing
for repairs?
● garage
● plan.
under
Pharetra
If inyou
Proin
super
luctus felis saver plan, you will be charged Rs.5000 as standard deduction of the
visit
tellus felis our ACKO preferred garages, you do not have to pay any additional
volutpat
charge.

I have aipsum
Lorem standard
dolor
policy,
sit amet
canat
I visit
nec 1.● YesDonec risus dolor
Sir/Mam under porta
ourvenenatis
standard plans, you can get your car repaired at any garage of your
07
01 at adipiscing
any garage? ●
Pharetra
● choice luctus felis
at your convenience. We offer you pick and drop service from the your home to
Proin in tellus felis volutpat
garage and once the repair is done, the car is dropped at your home at no extra cost.

Mr/Ms we have tie ups with multi brand garage. For quality purposes we constantly
● Donec risus dolor porta venenatis
Lorem ipsum dolor sit amet at nec keep upgrading our garage list to offer best in class services. Hence I would not
be
08
02 Can you share the garage list
at adipiscing
● Pharetra luctus felis
●able Proin
to share you
in tellus the
felis garage list. At the time of claim, you can inform us and we will
volutpat let
you know the list of available ACKO preferred garages in your area.

57
Objection Handling : Registration Year

1. If there is any customer purchasing insurance for a vehicle which is older than 15 years old,
following disclaimer should be used:
If the registration year of the 2. “Please ensure that your RC is renewed/updated to avoid any claim rejections in future.”
vehicle is 2010, can we provide a ● Donec risus dolor porta venenatis
3. This disclaimer is applicable for 14 year old vehicle who will have the 15 year old
01 Lorem ipsum dolor sit amet at
a.
policy without RC fitness check?
nec at adipiscing
After how many years the RC
●
●
Pharetra luctus felis
completion infelis
Proin in tellus between
volutpatthe policy period
fitness check should be renewed?

58
Objection Handling : Pick Drop Feature and Paid Driver

●Yes, Donec
duringrisusclaims
dolor if youvenenatis
porta inform ACKO first before taking the car to workshop in 30 cities*.
Do you ipsum
Lorem offer pickup
dolor sit
andamet
dropat nec
02 at adipiscing
services
●In remaining
Pharetra luctus
Proin to
●services
cities
in tellus
felis in accidental cases, when the car is
felis volutpat
the garage. Top 30 city list Link
immovable we offer towing

● Donec risus dolor porta venenatis

Shouldipsum
Lorem I buy adolor
paid sit
driver
amet
if Iat
amnec Yes sir/ma’am, if you have a paid driver for your car, this add-on is recommended as driver
04
02 at adipiscing
buying passenger cover?
● Pharetra luctus felis
●is is not
Proincovered under
in tellus felis PA or Passenger cover
volutpat

59
 Thank You & Happy Learning!

www.acko.com