Certificate in Mortgage Advice and Practice (CeMAP) 1 Practice Exam

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Which of the following could be described as 'reactive servicing'?

A letter to a client asking the reason for non-payment of a life assurance premium.

Reactive servicing means taking action in response to an event that has already occurred, rather than initiating contact to sell or push a new product. In this context, sending a letter to ask why a life assurance premium has not been paid is responding to a specific problem (non-payment) and seeking to address it. The other scenarios involve proactive outreach: inviting discussion about a new product, calling to offer a special deal, or making a routine annual check to see if circumstances have changed. These are initiated contacts meant to promote or update services, not react to an existing issue.

A letter to a client offering to call and discuss a newly launched product.

A telephone call to a client asking them if they wish to take advantage of a special offer.

An annual telephone call to a client to ascertain if his circumstances have changed.