---
title: Customer Onboarding Overview
slug: customer-onboarding
icon: {"lucideIcon":"LayoutDashboard"}
docTags: 
createdAt: 2026-08-17T11:14:23.911Z
---

## 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

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Proposal received (intermediary portal, direct, or bancassurance feed)
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KYC and sanctions verification — see *KYC verification checklist*
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Risk acceptance confirmation — interfaces with **Underwriting Operations**
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Policy record creation and document issue — interfaces with **Policy Administration**
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Welcome communication and first-premium collection setup
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## 📊 Operational performance overview

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### Operational KPIs

- **KYC turnaround**: Target \< 1 working day
- **First-time-right onboarding**: 96%
- **Pending cases > 5 days**: \< 2%
- **Sanctions escalation SLA**: same business day
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### Continuous improvement focus

- Reduce duplicate client document requests
- Improve intermediary submission quality
- Increase straight-through processing rate
- Monitor onboarding queue aging by channel
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## 🛡 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      |

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**⚠️ Escalation requirement**&#x20;

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.
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## ⚠️ Exception and escalation flow

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Proposal incomplete → Return consolidated query list to originator
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KYC fail or sanctions hit → Compliance escalation and onboarding stop
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Underwriting referral required → Await referral outcome before setup
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Collection mandate invalid → Hold in Pending status for maximum 10 working days
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All validations complete → Issue documents and activate welcome workflow
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## 🔎 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.
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## 🧾 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**.