Payment deducted but no policy issued

Case Description
Customers report that the payment for their health insurance policy has been deducted, yet no policy has been issued. This SOP outlines the steps Ambassadors must follow to resolve these cases effectively.

Resolution Steps

Communicate with the Team Leader on floor to check on Telr:
Navigate to Telr, and locate the transaction using the reference provided. Check whether the payment status is Captured or Authorized (Auth).

Evaluate the Case:
If the payment is Captured:

• Raise a ticket to the backend or operations team, requesting issuance of the policy.

• Notify them that the SLA to respond is 1 hour.

• If the backend team responds within 1 hour, follow their guidance (issue policy or initiate refund).

• If no response is received after 1 hour, proceed to release the payment back to the customer.
  
  

If the payment is in Auth (Authorized) state:

• No backend action is needed.

• Immediately release or void the authorization, so the amount returns to the customer.
  
  

Conclusion
This SOP ensures that Ambassadors handle payment-without-policy cases swiftly and professionally. It emphasizes timely backend coordination, proactive customer communication, and complete documentation to deliver a smooth customer experience.