Chasing document validation Steps for the Agent Portal
- Each time a client purchases a policy, an account for them will show up on our Agent Portal
- Each client will be required to add a copy of their licence and/or No Claims Bonus through the Stroll app or their user portal - as soon as the documents are uploaded, they will show up on our Agent Portal for our agents to check and validate
- There may also be some additional documents we may require from some clients.
- All documents should be received within 28 days after the policy start date
- The chasing process for documents starts at day 7 after the policy start date
If the documents haven’t been received/any documents are outstanding - take the following action
Day 7 (day 8 or 9 if weekend purchase) – Create a ticket on Zendesk under the End User (which is the client) and send them an email (new documents validation chaser email template). Add an Internal Note on Zendesk explaining what documents (if any) have been received and what ones are outstanding. Submit the ticket as Pending. On the Agent Portal, change the ticket status to ‘’With Customer’’ and change the follow up date to 7 days from today.
Day 14 - On Zendesk, go into the existing ticket already created for the End User (client) and send them a second chaser email. Follow this up with a text and a phone call to the client as well. Add an Internal Note advising what documents are still outstanding and anything discussed in the phone call. On the Agent Portal, change/keep the ticket status to ‘’With Customer’’ and change the follow up date to 7 days from today.
Day 21 (Cancellation Process is initiated at this point) - On OGI, create a cancellation letter and add a diary note under CANX, set it for 7 days and leave the status as Open. On Zendesk, go into the existing ticket already created for the End User (client) and send them a Cancellation letter. Follow this up with a 2nd phone call and a text to the client. Add an Internal Note advising what documents are still outstanding and anything discussed in the phone call. On the Agent Portal, change the ticket status to ‘’Pending Cancellation’’ and change the follow up date to 5 days from today. This is because we will be chasing the client 2 more times before their Cancellation is actually due.
Day 26 - Follow up with a 3rd phone call to the client. Add an Internal Note advising what documents are still outstanding and anything discussed in the phone call. On Agent Portal, keep the ticket status as ‘’Pending Cancellation’’ and set the follow up date to 1 day from today.
Day 27 - On Zendesk, send an email to the client advising of Cancellation due and the documents required. Add an Internal Note advising what documents are still outstanding. On Agent Portal, keep the ticket status as ‘’Pending Cancellation’’ and set the follow up date to 1 day from today.
Day 28 (Cancellation date) - Chase the client one last time with a 4th and final Phone Call. Add an Internal Note on Zendesk advising phone call made & any details discussed during it. The ticket status on Zendesk can be changed to Solved at this stage. The Accounts Team will be checking OGI and will process the Cancellation on their side of the system.
If the client has provided the documents between days 7 and 21 – On Zendesk, go into the existing ticket already created for the End User (client) and send them a confirmation email