Customer Onboarding Overview

7 min

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

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.

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