We’ve already answered a few frequently asked questions for you but we also want to hear from the retailers out there using the system. Is there anything you need to know that we haven’t covered or perhaps you have suggestions for improvements. If that's the case just post your question to us using the form below and we’ll take a look?
Just to be clear, this form isn’t for queries relating to specific customer issues; it’s purely to give you some general information about the system and an opportunity to feedback suggestions and comments. Please contact customersupport@autoprotect.co.uk for specific questions regarding Navigate.
Once i've selected a product, i can't move on to review and activate
All the products marked as eligible for the customer/vehicle require an active decison from the customer. Where the customer wants a product open the product card and add to the agreement, where the customer doesnt want a product, mark it as customer declines.
How do I provide a replacement copy of the agreement documents to the customer?
Select the customer documents screen, find and select the customer name, this will open the customer details card. Towards the bottom of the screen, expand the document library. Within the 3 dots you will find options to resend the documents to the customer's email address as shown in their contact details, alternatively download and print a copy for the customer. Only the latest active agreement documents can be provided.
How do I find historic agreements that were created prior to the introduction of Navigate?
While in Navigate and on the dashboard summary screen, enter the name or reg number etc in the search box, this will return the results for that name/reg number> At the bottom of the results list, click the "view all results" button, the page will expand and at the top of the list you will see options for Agreements or Historic Agreements. Select Historic Agreements, this will then return the results for your Historic Agreements search. If you need any further assistance searching for Historic Agreements, call the support team on 01279 456605
When I search using the registration number, I cant find the exact vehicle.
As the search uses experian and glasses guide codes to return the results, there are ocassions when vehicle data may not have been updated with the latest models. Select the closest match to the vehicle, then call 01279 456605, advise us of the correct model description and we will amend the details, the documents will then be available for you.
How do I register a new member of staff to have access to the system?
Simply contact your AutoProtect Group representative, you will be required to provide your staff members name and their individual email address. Once provided their personal log in details will be created and emailed to them.
When I use Navigate to provide my customer with a product, why do I need their email address?
Providing documentation via email is common practice, as you process the products, Navigate emails the documents directly to the customer, this provides the customer with an electronic copy of their documents allowing them easy reference to cover levels, claim limits & process, start and end dates. To be able to provide this service, the customer email address needs to be accurate.
When I enter the vehicle registration number, the search doesn't pull the vehicle details through.
The look up feature uses experian and glasses guide codes for vehicle details. If the search doesn't find the vehicle details or the registration number is not known, you can enter them manually by selecting registration not known and building the vehicle. First enter the make, then model, next in the style field, enter some key words, so for a Volkswagen Golf - entering 1.4 match etc will filter the results to select a Golf 1.4 Match. Less is more, so start off by entering minimum details then add key words to narrow down the search. You would then need to complete the remaining fields that have a red astrix*. If you need further assistance call 01279 456605
Why are there no eligible products showing on the products and services screen?
There could be a couple of reasons for this. It could be that, the vehicle you are selling doesn't meet the eligibility reqiurements or declared vehicle use for the products you have available, in which case, there wouldn't be any products showing as eligible. Speak to your APG representative to review your product requirements. Secondly, it could be that some inaccurate information has been entered, return to the customer / vehicle details screens and check the declared vehicle use, the mileage entered, the age and or the price entered. If this doesnt resolve the issue for you, contact customer support on 01279 456605.
How do I amend an agreement or cancel it completely?
Select the customer summary screen, find and select the customer name, this will open the customer details card. To cancel an individual product within the initial cancellation period, select the cancel icon within the product card. This will cancel the product and send a new product selection document along with new agreement documents to the customer, the new documents will be available within the document library at the bottom of the screen. To cancel the agreement altogether, select the cancel icon at the bottom of the screen. If the product is outside the initial cancellation period or has a claim against it, or has been premium funded, download, complete and return the exceptions form labled "cancellations" available at the bottom of the screen. To make amendments to an active agreement, select the amendment button at the bottom of the page, this will open the agreement and allow you to make amendments to the customer details or the existing products, then follow the process to the end and create a new documentation pack. If the product is outside of the initial period, has a claim against it or has been premium funded, then you will need to download, complete and return the exceptions form labled "amendments" at the bottom of the screen. if you need any further assistance call customer support on 01279 456605.
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