Payment debited but policy not issued

This SOP addresses situations where the customer reports that the payment was debited, but no policy has been issued.

Resolution Steps

Case Description

The customer states they did not receive their policy after making a payment.

Steps to Resolve

1. Request Information from the Customer:

   • Ask the customer to provide their registered mobile number on Shory.

   •  We can check the generated quotes report to check which policy is the customer referring to

2. check the policy status on the admin porta

   • if the policy is not appearing or appearing as new, ask the customer the below:

   • What payment method did you use

   • Was the payment deducted or not
     
     if the payment is deducted

   • ask the customer if they have been redirected to the OTP page

   • What error did you receive and where did they receive it.
     
     if the customer is redirected to the OTP page and the error happened during or after the customer entered the OTP — escalate the case to #OPS_Generic.

   • Inform the customer of that the policy will be sent on spot and should not be delayed.

Conclusion

This SOP ensures a thorough and systematic process to resolve cases where payments are debited but policies are not issued, minimizing customer inconvenience and facilitating prompt resolution.