Specific IC didn’t quote 

Customers often report not receiving quotes from specific insurance companies (ICs) while using Shory to compare prices. This could be due to various issues, ranging from generic errors to technical glitches in the insurance company's API.

Resolution Steps for Specific IC Didn’t Quote

Case Description

• The customer is unable to receive a quote from a specific insurance company.

Resolution Steps

1. Ask for Customer’s Inquiry Details:

   • Request the customer to provide the name of the insurance company (IC) they are inquiring about.

2. Access Admin Panel:

   • Go to Admin Panel > Reports > Errors Report > IC’s API Errors.

3. Search for the Error:

   • Search the error report using any relevant details such as:

     • Error Date,

     • IC Name,

     • API Name,

     • Quote List No.
       (Refer to the provided snapshot for assistance.)

4. Review the Error Details:

   • Click on View to check the retrieved error details.

5. Identify the Error Type:
   Based on the error details, determine whether it’s a Generic error or a Technical error.

6. Handle Generic Errors:
   If the error is generic, inform the customer as follows:

   • "I apologize for the inconvenience. The reason the quote wasn't generated is due to [mention the reason from the IC side]."

7. Handle Technical Errors:
   If the error is technical, inform the customer of the issue and proceed as follows:

   • "There is a technical issue with this insurance company’s system. We will investigate the issue and get back to you with a resolution."

   • Forward the CRM ticket reference to the L2 team.

   • The L2 team will report the issue to the business team.

   • The L2 team will update the Ambassador with the outcome, who will then call the customer to inform them of the resolution.

   • The Ambassador will update the notes in the CRM.

General Verbiage

"I understand your concern regarding the missing quote from [Insurance Company Name]. Let me investigate the issue and get back to you shortly."

Conclusion

By following these steps, we ensure that the customer’s issue is handled promptly, with a clear communication path from technical investigation to customer resolution. Whether it’s a generic or technical issue, we aim to maintain transparency and keep the customer informed.