Aber Policy Retrieve / SMS Receipt Failure

Case Description:
The customer complains that they haven’t received their policy via SMS, or they are asking how to retrieve their policy.

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

Resolution Steps:

1. Guide the Customer to Retrieve the Policy:

   • Via Mobile App or Website:

     • Advise the customer to click on the Application menu and select the "Retrieve Policy" option. Alternatively, they can scroll down the page and select the same option (as shown below).

   • Retrieving Policy Using Mobile Number:

     • Instruct the customer to retrieve their policy using the mobile number used for the policy purchase and validate the OTP sent to the mobile.

2. Alternative Method – Share Policy Manually:

   • Access the Admin Portal:

     • Go to the "Purchased Policies" report on the left side of the UAE Aber Admin portal page.

   • Search for the Customer’s Policy:

     • Look up the customer’s policy by either the phone number or the car plate number.

   • Download the Policy:

     • Download the policy document from the portal.

   • Send Policy via WhatsApp:

     • Using the CRM, send the policy to the customer via WhatsApp.

   • Confirm Delivery:

     • Once the customer replies to the WhatsApp message, share the policy with them.