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Tagging Protocols
Handling Irregular Occurrences and Ad-Hoc Customer Requests
QA Feedback Dispute (Kickback) Process
Chat Handling Protocols
Inquiries Based on Request Status and TAT
Managing concurrent chats
Managing Idle and Unresponsive Chats – Investigation and Follow-Up
CX Handling Scripts
Cases Exceeded SLA
Run a Quote on Behalf of Customer – Enhanced Tracking
Reseller Blacklist – Standard Response Protocol
Dynamics 365 Update
1 Million Customers Campaign SOP
Google Review Script
Insurance Eligibility & Quoting Rules
Every Pet Has A Shory
Shory Customer Chat Punctuation Guide
Motor
Pre Sale
Run a Quote on the Customer Behalf
Cashback & Corporate Discount Policy
Caching VCC or Hiyazah Document
incorrect vehicle details
No Records in ADP
Traffic Profile Number is Null
TC Number (Dubai case)
ADP mobile number is wrong
Investigate Motor Regional Specs
Changing car value for a generated quote
Not enough quotes
No Quotes Received
Quote Price Variance
Specific IC didn’t quote
No Quotes received for a policy type
OTP Failure
Payment Debited Twice
Payment Page Frozen
Unable to make Payment
Payment debited but policy not issued
Payment errors codes
Tabby Payments
Commercial Vehicle / Rent a Car
Sanction List customers
Adding new corporate schemes
ADP Service Unavailable
Vehicle image is Incorrect
Policy linking Failure - Repush to IC
Claim Validation for Vehicles Over AED 300K
Vehicle Inspection Campaign
Handling Blocked Customers Outside UAE
Driving License Showing as Expired
After Sale
Vehicle Inspection Service SOP
Claim Process
Policy Cancellation
Table of TAT per service
Road side assistance inquiries (RSA)
Benefits and features
Validation
AD CASE - Old Mulkiah Dates
Policy Issuance Failed
Policy Linking
Add On's
Migrate Policy to Policy Holder’s Account
Upgrade from TPL to comprehensive
Policy Extension
Policy Transfer
Changes to policy
Garage list
Maximum number of active policies reached
TC number mismatch
Send Policy Copy
Oman/Orange card
Mortgage certificate
No Claim Certificate
Shory +
Gap Insurance
TPL Plus "Shory Plus"
Engine Warranty Insurance
Excess Cashback Insurance
Account Management and Loyalty Program
Health
Health Insurance Quote Generation
Assisting customers to get Health insurance policy
Answering customers inquiry about plan benefits
ICs products details
Claims Management
Policy Cancellation
Health Insurance Policy Status Check
Payment deducted but no policy issued
Linking Health Insurance Card to Shory App
House
Running a Quote
Policy Benefits
FAQ's
House Insurance Claims
Pet
Running a Quote
FAQ's
Pet insurance general inquiry
General coverage/benefits
Aber
Aber Service Inquiry
Aber Policy Purchase
Aber Policy Cancellation
Aber Policy Retrieve / SMS Receipt Failure
Customer requests a claim settlement
Aber policy name update
Aber Insurance Premium Prices
Orange Cards Validation
Visit Visa
Visit visa
Marine
L2 SOP's
SOP Glossary
Script Gen
Emails
Chat
Help Center
L2 SOP's
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