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

Resolution Steps for "No Records in ADP"

Case Description:

The customer has received the following screenshot indicating an error.

Pre-Resolution Steps:

1. Access the Admin Panel:

   • Navigate to Error Reports > Police API Errors (Link provided).

   • Confirm the customer’s selected Insurance Journey.

   • Select Error Details and click on View.

2. Check the Response Message:

Scenario 1: "This vehicle is not registered in the vehicle file"

• Possible Issue: The car is not registered, or the plate number is incorrect.

• Resolution:

  • Confirm if the customer entered the correct plate number.

  • If incorrect, ask the customer to re-enter the details and try again.

  • If correct, refer the case to mismatch wrong input

Scenario 2: "National number does not exist"

• Possible Issue: Incorrect EID (Emirates ID) entered.

• Resolution:

  • Confirm if the customer entered the correct EID number.

  • If incorrect, ask the customer to re-enter the details and try again.

  • If correct, this is a dead end (no further resolution available).

Scenario 3: "The maximum number of attempts to retrieve information has been exceeded"

• Possible Issue: The customer has entered the correct EID more than five times within the same day for the “Used Car I’ll Buy” journey.

• Resolution:

  • Verify if this is the customer’s first occurrence of exceeding the limit.

    • If this is the second occurrence or more, escalate the case to L2.

    • If this is the first occurrence, proceed with the following steps:

Steps to Clear Data for the Customer to Try Again:

1. Go to Admin Portal > Customer Profile > Clear Cached Data.

2. Enter the Customer’s EID or Car’s Chassis Number (if applicable).

3. Clear Cached Data based on the customer’s request:

   • If the issue relates to customer details, clear the Customer Details Cache.

   • If the issue relates to license details, clear the License Details Cache.

This structured approach ensures that irregular or ad-hoc requests are handled efficiently and documented properly.