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:
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.
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.