Customers may encounter an error message when attempting to purchase a policy. The error shown typically indicate incorrect input or caching issues that need to be resolved promptly. This guide outlines how to address these scenarios effectively.

Case Description

• Customers report receiving an error message when attempting to retrieve vehicle records. Common errors include:

  • “Sorry, Looks like the vehicle you are trying to insure is currently not supported by Shory"

Pre-Resolution Steps

1. Access the Admin Panel.

2. Navigate to Error Reports > Police API Errors.

3. Confirm the customer’s insurance journey selection.

4. Select Error Details and click on View.

5. Review the error response.

Step 1: if the error is "Company car not supported

Possible Cause: Car is not registered or the plate number is incorrect.

1. Confirm with the customer whether the plate number was entered correctly.

   • If incorrect: Ask the customer to re-enter the correct plate number and retry.

   • If correct: gather car details and raise to it to the TL.

Step 2: if the error is "This vehicle is not registered in the vehicles file"

Possible Cause: Car is not registered or the plate number is incorrect.

2. Confirm with the customer whether the plate number was entered correctly.

   • If incorrect: Ask the customer to re-enter the correct plate number and retry.

   • If correct:  Verify the car owner; the EID entered should match the owner’s in traffic files.

Conclusion

By following these structured steps, customer service representatives can effectively address "incorrect vehicle details" issues, ensuring smooth resolution of customer concerns. This approach minimizes disruptions and enhances customer satisfaction.