Inquiries Based on Request Status and TAT 

Objective

This SOP outlines the standard communication guidelines for the CX Ambassador team when responding to customer inquiries based on the status of their request and the Turnaround Time (TAT).

Understanding the Scenarios

Case 1: Request Raised and Partially Processed (Within TAT)

• If the request has been raised and is in progress within the standard TAT, inform the customer that the request is being processed within the expected timeframe.

• Response Template:
  Dear [Customer Name],
  Your request is currently being processed and is within the expected turnaround time (TAT). We will update you once it is completed. Thank you for your patience.

Case 2: Request Not Yet Raised but Documents Recently Received

• If the request was not initially raised but has now been submitted due to receiving the required documents, inform the customer that the request has been officially raised and the TAT starts now.

• Response Template:
  Dear [Customer Name],
  We have now received your documents, and your request has been raised with the insurance company. The standard TAT for this request begins from today. We will keep you updated on the progress.

Case 3: Request Exceeded TAT

• If the request has exceeded the standard TAT, inform the customer that an escalation will be initiated and that they should allow 2 business hours for an update.

• Response Template:
  Dear [Customer Name],
  We understand your concern regarding the delay. Your request has exceeded the standard TAT, and we are escalating it for urgent resolution. Please allow 2 business hours for an update. We will proactively follow up and keep you informed.

Important Notes:

• Escalation Limitation: Due to current capacity constraints and delayed responses from insurance companies, proactive follow-ups cannot be guaranteed at this time.

• Professional and Clear Communication: Ensure responses are clear, professional, and aligned with customer expectations.

• Timely Follow-Ups: When possible, update customers proactively if there are any significant changes in the request status.