Purpose

This SOP defines how CX agents should respond when a customer outside the UAE (or using a VPN) attempts to generate a motor insurance quote but encounters a network connection error (blocked IP error).

Error Code Behavior

• Customers outside the UAE or using a VPN will see the following error message on the Shory platform:
  “Oops! We couldn’t find your vehicle! – Network connection error”

• This is not a system malfunction. It is an intentional block for non-UAE IPs or VPN connections.
  
  

CX Agent Actions

1. Identify the Case
   
   

   • If a customer reports this error, confirm whether they are currently accessing Shory from outside the UAE or using a VPN connection.

   • Politely verify their location and connection method.
     
     

2. ✅ Example:
   
   “Can I check if you are currently in the UAE and not using a VPN? Our system only works for UAE-based connections.”
   
   

3. Explain the Policy
   
   

   • Inform the customer that Shory’s insurance products are only available for vehicles registered in the UAE.

   • Access to the quote system is restricted to users within the UAE on a direct UAE network.
     
     

4. ✅ Suggested Script:
   
   “Our insurance services are only available for UAE-registered vehicles. If you are outside the UAE or connected via a VPN, the system will be unable to generate a quote. Please try again once you are in the UAE and connected without a VPN.”
   
   
   

5. Do Not Escalate as a Technical Issue
   
   

   • This is a policy restriction, not a bug or outage.

   • Only escalate if the customer is confirmed to be inside the UAE, not using a VPN, and still receives the error.
     
     

6. Escalation (UAE Customers Only)
   
   

   • If a UAE-based customer reports this error without VPN use, share it on #OPS_Generic.

   • Tag it as “Blocked IP – UAE Customer”.

   • Include:

     • Customer Name

     • Account Details (email / phone number)

     • Time of Attempt

     • Screenshot if available
       
       

7. The team will then review and decide on whitelisting.

Notes

• Do not offer VPN or workaround advice to customers.
  
  

• Keep the explanation clear: Shory is for UAE customer only.
  
  

• Always show empathy while reinforcing policy restrictions.