Not enough quotes

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.

Resolution Steps for "Not Enough Quotes"

Case Description

• Customers receive fewer quotes than expected, usually just a few comprehensive or TPL quotes.

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 Panel for Errors:

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

   • Click on View to access the details.

3. 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

4. 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.

General Verbiage

"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!"

Conclusion

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.