Customer Onboarding Overview

purpose this space covers the operational processes for bringing a new policyholder onto the book proposal intake, kyc verification, policy setup and welcome it applies across channels; channel specific variations are marked inside each procedure 🧭 process map proposal received (intermediary portal, direct, or bancassurance feed) kyc and sanctions verification — see kyc verification checklist risk acceptance confirmation — interfaces with underwriting operations policy record creation and document issue — interfaces with policy administration welcome communication and first premium collection setup 📊 operational performance overview operational kpis kyc turnaround target < 1 working day first time right onboarding 96% pending cases > 5 days < 2% sanctions escalation sla same business day continuous improvement focus reduce duplicate client document requests improve intermediary submission quality increase straight through processing rate monitor onboarding queue aging by channel 🛡 governance and ownership role responsibility key control customer operations proposal intake and policy setup completeness validation before processing compliance kyc and sanctions oversight pep and sanctions approval controls underwriting operations acceptance confirmation referral decisions within authority matrix finance / collections premium collection setup mandate validation and reconciliation ⚠️ escalation requirement escalate any sanctions match, politically exposed person (pep) identification, or suspected fraudulent application to compliance immediately no cover may be activated before clearance is recorded ⚠️ exception and escalation flow proposal incomplete → return consolidated query list to originator kyc fail or sanctions hit → compliance escalation and onboarding stop underwriting referral required → await referral outcome before setup collection mandate invalid → hold in pending status for maximum 10 working days all validations complete → issue documents and activate welcome workflow 🔎 operational guidance and common failure points incomplete proposals are the primary cause of onboarding delays consolidate all outstanding requirements into a single client or intermediary request verify intermediary allocation before issuing documentation confirm cooling off disclosures before collection setup repeated kyc failures must be included in monthly qa reviews 🧾 service standards step standard kyc verification 1 working day from complete proposal policy documents issued 2 working days from acceptance welcome pack with policy documents failures against these standards feed the customer onboarding sla measures in kpis and performance measures