Changing car value for a generated quote 

Customers may reach out requesting a change in the car value mentioned in a quote before proceeding with a policy purchase. The process involves reviewing the car value and supporting documents to ensure accuracy before updating the quote.

Resolution Steps for "Changing Car Value for a Generated Quote"

Case Description

• The customer requests a change in the car value displayed in a generated quote before purchasing the policy.

Resolution Steps

1. Request Documents from the Customer:
   Ask the customer to provide the following documents:

   • Bank LPO or Showroom Quotation

   • Emirates ID (EID)

   • Driving License (DL)

2. Generate a New Quote:

   • Run a new quote with the updated car value and retrieve the Quote Reference Number.

3. Raise a Request to Ops-Generic Slack Channel:
   Submit the request to the Ops-Generic Slack Channel, attaching the following details:

   • Bank LPO/Quotation

   • EID

   • DL

   • Car value price bracket as shown on the Website/Application (both the lower and upper price bracket in the car valuation page)

   • The new required value

   • Quote Reference Number

   • Case number from CRM

4. Inform the Customer:

   • Advise the customer that their request has been submitted for review, and it may either be approved or rejected.

   • The SLA for review is 1 business hour.

5. Follow Up:

   • Upon receiving the response in the Slack channel, forward the outcome to the customer.

6. Slack Submission Guidelines:

   • Only one request can be raised per Slack message.

   • For Tesla Cars:

     • Post the request on the Slack channel without tagging the product team.

     • The Team Leader (TL) will approve Tesla cases with complete documents.

7. Motor Vehicle Order Agreement:

   • Ensure the Motor Vehicle Order Agreement is attached. A sample of this document is shared below.

Note: For vehicle valuation changes:

• If the change is within 10% of the range and the vehicle is brand new/first registration, raise it on Slack and tag the Shift Leader.

• If the change is greater than 10% and/or involves an older vehicle, tag Tony directly.

General Verbiage

"I’ve submitted your request for review, and it will be reviewed by the relevant team within 1 business hour. You’ll be informed of the outcome soon. If the change is approved, the updated car value will be reflected in your quote."

Conclusion

This SOP ensures that customer requests for car value changes in generated quotes are handled efficiently and accurately. The structured process provides clear steps for collecting necessary documents, submitting requests to the Ops team, and communicating outcomes to the customer.