The calculator and the quote form below are in Dutch. Prefer to do this in English? Email info@finassverzekert. nl or call 072 - 509 24 56 and we will take it from there.
Work out for yourself what it would cost.
Enter your details; you will receive a proposal within one working day.
We compare the offerings of several insurers
An adviser checks whether the cover suits your activities
A premium indication, not personal advice. Prefer to talk it through? Call 072 - 509 24 56.
In brief
A call centre rarely causes losses in which something is broken. What goes wrong is a promise that is not correct, a compulsory disclosure that is not made, a customer's details that reach the wrong person or a campaign run against the wrong lists. The client bears the consequences and recovers them from you. That is pure financial loss and it belongs on professional indemnity insurance, not on public and employers' liability insurance.
You also have a position in the data chain. If you make calls for clients, you are usually the processor and the client is the controller. That division of roles divides the obligations, but a breach in your own systems, your recording solution or at a home workplace remains your incident, with a duty to notify the client and usually a tight deadline in the data processing agreement.
The third risk is downtime. If your telephony or your customer system goes down, the client's services come to a halt. What you owe for that by contract, such as a penalty or a reduction in the fee, is an obligation you took on yourself and falls outside the liability cover. See also liability for research agencies, where telephone fieldwork raises similar questions.
What does liability cover include for call centres?
The structure of the cover in three parts, with an overview per situation below.
The basics
Liability
AVB for property damage and injury, BAV for professional errors.
Damage to third parties
Employers' liability
Care, custody and control as an extension
Your business
Assets and continuity
Business contents, goods and lost turnover during downtime.
Business contents at replacement value as new
Goods at cost price
Business interruption or additional costs
If you employ people
Staff
Sickness absence, accidents and the traffic risk.
Continued pay for 104 weeks
Group personal accident
WEGAS for traffic risks
What is covered
Situation
AVB
BAV
Cyber
Injury to a visitor or customer
Yes
No
No
Damage to a client's property
Sometimes
No
No
Financial loss caused by an advisory or calculation error
No
Yes
No
Downtime after a ransomware attack
No
No
Yes
Data breach involving personal data
No
Sometimes
Yes
Damage to property in your care
No
No
No
This overview is general in nature and is not personal advice. What is actually covered, including exclusions, limits and the excess, is set out in the policy conditions and the insurance card (verzekeringskaart) of the insurer; you receive both before you take out cover. Taking out cover without advice? Then read what execution only means for you.
Where things go wrong in practice
Four points that make the difference between a policy that pays out and one that does not.
Set the roles out in the data processing agreement
Establish who is the controller, which sub-processors you engage and within how many hours you report an incident. Do not forget the parties you do not think of as sub-processors yourself: the supplier of your recording solution, your telephony platform and agents' home workplaces. If a sub-processor is missing from the agreement, a breach there is not only a security problem but also a breach of contract.
Call recordings cut both ways
Recording is only allowed on a clear legal basis and with information given to the caller in advance, and the retention period has to match the purpose. Recordings made for coaching that are kept for years are a risk. At the same time the recording is your most important evidence when a customer claims something was promised. Set the retention period for each purpose and keep to it demonstrably.
What the agent says, the client has sold
Distance selling comes with information duties and a cooling-off period. If the conversation departs from those, the agreement can be annulled and the client loses the turnover plus the cost of putting things right. So work with approved scripts, record when a script was changed and on whose instructions, and train agents not to make promises outside the script.
What is not covered
Not insured are: fines and penalty payments from the Dutch data protection authority or another regulator; contractual penalties and reductions under service agreements, because that is an obligation you took on voluntarily; the cost of redoing a failed campaign, because that is your own performance of the contract; and loss caused by deliberate or fraudulent acts of an employee.
What does your premium depend on?
Number of workstations and agents. Including agency workers, freelancers and home workplaces.
Types of campaign. Inbound service counts differently from outbound sales, debt collection or telephone fieldwork.
Volume and nature of the personal data. Financial or medical data and call recordings increase the data risk.
Your own IT or the client's platform. If you work in the customer's systems, a breach lies there. With your own environment it lies with you.
Limitation of liability in your contracts. A realistic limitation to the value of the assignment counts in the underwriting.
Limits for professional indemnity and cyber. The amount per claim and per year, plus the waiting period for business interruption.
Insurers weigh these details differently. That is where your saving is.
How we arrange it
You request a quoteWe take stock of your activities, turnover and wishes.
We compareseveral insurers, on premium as well as conditions.
You receive a proposalWith an explanation of the differences and the exclusions.
We arrange the switchIncluding cancellation, so there is no gap in cover.
Customers rate our service on four aspects: personal service, service delivery, availability and the outcome. The reviews are collected and published by NH1816 and come from customers who have actually taken out a policy with Finass Advies B.V. or reported a claim.
Who is responsible for a data breach in our recordings?
To the outside world, usually the client as the controller; they notify the Dutch data protection authority and inform the people concerned. You are the processor and have your own duty to notify that client, almost always within a short period set out in the data processing agreement. You can insure the cost of investigation, notification and putting things right through cyber cover. The fine itself you cannot.
An agent makes a promise outside the script. Who bears the consequences?
In principle you, as the employer. For the mistakes of subordinates, Article 6:170 of the Dutch Civil Code applies, and you can only recover from the employee themselves in cases of intent or wilful recklessness, given Article 7:661 DCC. The client's loss is financial in nature and therefore runs through your professional indemnity cover, provided the activities are properly described on the policy.
Are contractual penalties under a service agreement covered?
No. A penalty clause or a reduction you have agreed with the client is an obligation you took on yourself and goes beyond what the law imposes on you. Liability insurers exclude that as standard. What can be covered is the actual loss the client demonstrably suffers through a mistake on your part.
Do we need cyber cover as well as an AVB?
If your services run on telephony and customer systems, usually yes. The AVB covers damage to property and people, professional indemnity insurance the financial loss from a mistake. Neither pays your own recovery costs after ransomware, the forensic investigation or the turnover you lose while the lines are down. Separate cyber cover is needed for that.
Finass Verzekert is a trading name of Finass Advies B.V. We advise on and arrange non-life insurance on the basis of an objective analysis of several insurers, and receive commission for this from the insurer, which is included in the premium. You pay no separate advice fee. Before you take out cover, we establish your wishes and needs.
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