No Quotes Received

Customers may reach out reporting that they did not receive any quotes for their vehicle. This issue could arise from a variety of reasons, such as the absence of quotes from insurance companies or system errors.

Resolution Steps for "No Quotes Received"

Case Description

• The customer reports that no quotes were received for their car.

Resolution Steps

1. Request Information from the Customer:
   Ask the customer to provide the following details:

   • Plate Number

   • Emirates ID (EID) or Chassis Number

2. Check the Admin Portal for Errors:

   • Go to Admin Portal > Reports > Errors Report > No quotes received

   • Review the error message from the insurance companies (ICs).

3. Review the Error Message:

   • If the error message is specific (e.g., "No Quotation or Offers can be generated"), share the details with the customer.

   • If the error message is more general, use the standard phrasing:

     • "I apologize for the inconvenience. I would like to inform you that Shory provides quotes based on your inputs and requirements from the most reliable insurance companies. Based on your car details, only X number of insurance companies have provided a quote."

4. Consult the Ops Generic Slack Group (If Needed):

   • If the customer mentions a specific issue not clearly addressed in the admin portal (e.g., the customer previously had agency repair but is now receiving workshop repair quotes), consult the Ops Generic Slack Group for further assistance.

   • Ensure all relevant information is provided and that you do everything possible to not lose the sale.

Important Note

If a customer reports a case that doesn’t show up in the admin portal, such as receiving different types of repair quotes, escalate to the Ops Generic Slack Group to address the issue promptly and maintain the opportunity for a sale.

General Verbiage

"I apologize for the inconvenience. I would like to inform you that Shory provides quotes based on your inputs and requirements from the most reliable insurance companies. Based on your car details, only X number of insurance companies have provided a quote. If you have any further questions or need more assistance, feel free to let me know!"

Conclusion

This SOP ensures that customer inquiries about not receiving any quotes are handled with clear communication, from reviewing error messages to consulting internal teams if needed. It maintains a proactive approach to resolving issues and ensures customer satisfaction while aiming for successful sales.