Aber Policy Cancellation

Case Description:
A customer asks to cancel their UAE Aber insurance policy.

General Verbiage:
"Sure, I will be happy to help with your query."

Resolution Steps:

1. Retrieve Policy Information:
   Request the policy number and policy start date from the customer.

2. Determine Policy Status:

   • If the policy start date has already passed, advise the customer that the policy cannot be canceled.

   • If the policy start date has not yet passed, escalate the case to Support L1 for further processing.

3. Refund Timeline:
   Inform the customer that the refund processing time (TAT) is typically between 7 to 14 business days.

For CX Team Leaders:

1. Check the "Policy Retrieval Count by Agent" on the Admin portal.

2. If the count is zero (0), you may proceed with the policy cancellation.

3. If the count is one (1) or more, do not cancel the policy and raise the case to Amr for further assistance.