Customers may report receiving only a few comprehensive or TPL quotes, and they may be concerned that other available insurance companies' quotes are missing. This issue usually stems from specific business rules or criteria set by insurance companies.
Case Description
Customers receive fewer quotes than expected, usually just a few comprehensive or TPL quotes.
Request Information from the Customer:
Ask the customer to provide the following details:
Plate Number
Emirates ID (EID) or Chassis Number
Check the Admin Panel for Errors:
Go to Admin Panel > Reports > Errors Report > No quotes received
Click on View to access the details.
Check the Error Message:
Review the error message provided by the insurance companies (ICs) and identify the specific issue.
Share the following information with the customer, based on the error:
Insurance house does not give insurance to this car model
Alain Ahlia requires a recent car inspection to give quotes
Orient does not provide quotes for expired insurance
Other insurance companies did not provide a quote based on the car details provided
Explain Business Rules:
Note: Business rules are set by the insurance companies and cannot be changed by Shory. Ensure the customer understands that these rules are non-negotiable.
"I understand your concern. Shory gives you quotes from the UAE’s most trusted insurance companies based on your inputs and requirements. I'd be happy to check for you if there are any errors when we retrieve your quotes. Upon checking, the quotes you received are based on the business rules set by the insurance companies, which may restrict certain quotes based on the car model, inspection requirements, or expired insurance. Unfortunately, we cannot bypass these rules. If you have any further questions or need clarification, I’d be happy to assist!"
This SOP ensures that customer inquiries about receiving fewer quotes are handled with clear explanations about business rules and how to check the specific reasons for missing quotes. It helps streamline communication and ensures the customer understands the limitations of the insurance process.