Policy Issuance Failed

Case Description:
The customer is inquiring about the policy issuance, but they did not upload the required photos.

1. Due to Photos Required

Resolution Steps:

1. Request Customer Information

   • Ask the customer to provide the registered mobile number on Shory.

2. Access Admin Portal

   • Go to Admin Portal > Customer Profile > Customers List.

   • Locate the customer by searching using the Mobile number or Email ID.

3. Check the Policy Status in the Policies Section
   a) If the Policy Status is Failed:

   • Advise the customer that the issue has been raised to the backend team and they will receive an update within 30 minutes.

   • Raise the failure to the Slack channel issuance-failure-rejections.

   • Inform the customer that they have exceeded the grace period to upload the photos and advise them to repurchase if they have the photos handy.

4. b) If the Policy Status is Pending:

   • Inform the customer that they have 24 hours to upload the photos, starting from the time of payment.

   • If the upload period has passed:

     • Inform the customer they have exceeded the grace period and advise repurchase if they have the photos available.

5. c) If the Customer Selected the Policy Effective Date as Same Day of Purchase:

   • Inform the customer that they have until 10:30 PM to upload the photos.

2. Policy Rejection and/or Due to Unexpected Error from IC

Case Description:
The customer claims that they purchased a policy, but it is not showing online.

Resolution Steps:

1. Request Customer Information:

   • Ask the customer for the registered mobile number, Emirates ID, or plate number.

2. Access Admin Portal:

   • Go to Admin Portal > Purchased Policies.

3. Check Policy Status:

   • If the status is Rejected, confirm the four elements for linking:

     • Registration Emirate

     • Plate Number

     • Traffic Number

     • Renewal or New Registration

4. Advise the Customer:

   • If all information matches, advise the customer of the expected resolution time of 1 Business Hour.

   • Raise the rejection to the Slack channel issuance-failure-rejections.

5. Information Mismatch:

   • If there is a mismatch in the information, confirm the issue with the customer and escalate the case to L2.

Conclusion:

This SOP ensures clear, consistent handling of policy issuance failures due to missing photos, system errors, duplicate EID/TCF issues, and policy rejections. It provides guidance on customer communication and the necessary actions for L1 and L2 teams.