Policy Not Linked to Traffic System

CX Team Standard Operating Procedure

This comprehensive guide empowers the Shory CX Team to efficiently resolve issues where recently purchased policies are not linked to the traffic system. Follow these clear, step-by-step instructions to ensure a seamless customer experience.

1. Qualify the Customer for Policy Linking

• Ensure the insurance company is one of the offline insurance companies:
  
  

  • Orient Takaful PJSC

  • Al Ain Ahlia Insurance Company

  • Methaq Takaful Insurance Company

  • United Fidelity Insurance Company

  • Ras Al Khaimah National Insurance Company

  • Yas Takaful P.J.S.C.

  • National General  Insurance
    
    

• Confirm the policy effective date:
  
  

  • If the effective date is older than today, escalate to L2.

  • if the effective date is today, proceed with below.

  • If the effective date is in the future – No action needed.
    
    

• Check (Ask the Customer) if the vehicle has a Hiayaza document that has been issued after the policy's purchase and effective date. If yes (As per the customer's answer), escalate to L2.

• Validate customer data via official proof (must include customer's name and come from a trusted source).

  • if the needed document is a vehicle or a driving licence: Customer must send both front and back on the same document to be counted as valid

  • If the needed document is Dubai TCF: Customer has to provide a screen shot that has both the 8 digit number TCF and his full name visible on the screenshot

Initial Checks:

• Access: Go to the Admin Portal → Reports → Traffic System Report

• Identify the Policy Tab: Check if the policy is under:
  
  

  • On Going

  • Rejected

  • Linked

2. Handling "On Going" Policies

Scenario:

• The policy is yet to be linked, the policy will either be linked or will be rejected.

• inform customer that we will raise the issue to the concerned team and the issue will be resolved within 30 minutes.
  
  
  Criteria:

• The policy appears under the On Going tab.
  
  

Actions:

• Confirm the following:
  
  

  • TCF (Traffic Code File) is correct

  • Transaction type is correct (New Vehicle Registration, Change Vehicle Ownership, Vehicle Renewal)
    
    

• Raise the issue in the issuance-failure-rejections Slack channel.

• The DB team will push the policy.

⚠ If the data is incorrect (wrong TCF, wrong transaction type), mention this when escalating.

3. Handling "Rejected" Policies

Verify:

• TCF is correct.

• Transaction type is correct (New Vehicle Registration, Change Vehicle Ownership, Vehicle Renewal).

• The customer hasn’t completed any transaction using the policy.
  
  

Additional Checks:

• Flow chosen by the customer (e.g., "Used car I will buy" → check for Change Vehicle Ownership).

• Emirate of registration.

• TC number alignment with the emirate.
  
  

Resubmission:

• If all information checked are correct and valid, click:
  Edit → update details → click Resubmit
  
  

• If Edit is not available or fails:
  Immediately raise the issue in the issuance-failure-rejections channel with all actions taken.
  
  

ℹ Policy will cycle back to "On Going" for a few seconds (max 1 minute), then move to "Linked" if successful.

✅ A notification will be received from Linking Reports with traffic system message confirmation. 

✅ A policy can only be pushed five times a day only.

4. Final Linking Confirmation

After Policy Appears as Linked:

• Go to: Reports → Unlinked Policies Report

• Check under the New Requests tab.

• Click on Actions → Choose:

  • Upload to RTA

  • Upload to ADP
    (Based on the emirate of registration)
    
    

✅ This ensures the customer’s app is updated to reflect the linked status only and is not linked to the ADP or RTA.

✅ Further check if the policy has been successfully linked via the email notification trigger received from notifications@shory.com such as below: