New policyholder onboarding

purpose end to end operating procedure for onboarding a new policyholder after a quote is accepted owner customer operations manager · sla policy live within 3 working days of acceptance 🧭 flow flowchart lr a\[proposal intake] > b\[kyc verification] b > c{kyc pass?} c no > x\[decline, notify compliance] c yes > d\[acceptance confirmation] d > e\[policy creation] e > f\[collection setup] f > g\[issue and welcome] 📊 operational onboarding overview 📊 operational onboarding indicators policy activation sla < 3 working days first time right setup rate 97% referral turnaround same business day pending onboarding queue aging < 5 working days 🔄 continuous improvement priorities improve completeness of proposal submissions reduce underwriting referral cycle time increase digital document automation improve policy issue accuracy controls 🌐 channel variations proposal arrives pre validated by the portal; completeness check is a spot check queries go to the intermediary, never directly to the client full completeness check applies queries go to the client through the recorded contact channel; consolidate into one query list batch intake overnight; kyc evidence arrives from the bank partner under the reliance agreement — verify the reliance certificate reference, do not re collect documents ✅ procedure intake validate the proposal is complete proposer details, risk information, premium payment mandate incomplete proposals return with a consolidated query list kyc execute the kyc verification checklist acceptance confirmation confirm underwriting acceptance is recorded (auto accepted within authority, or referral outcome from underwriting operations ) policy creation create the policy record; verify premium, cover and intermediary allocation against the accepted quote — mismatches stop the process collection setup load the debit order or invoice arrangement; first collection date must respect the cooling off disclosure issue and welcome generate policy schedule and wording, send with the welcome communication; record dispatch 🔄 high level onboarding lifecycle proposal received and validated for completeness kyc verification initiated and evidence attached underwriting acceptance confirmed or referral resolved policy setup and premium configuration completed collection setup validated and welcome pack issued ⛔ control restriction no policy may be put on risk before kyc passes — control ctrl c 01 no exceptions, including backdating requests ⚠️ exceptions kyc fail or sanctions hit decline path, compliance notified same day, no cover confirmed payment mandate invalid policy held in pending max 10 days, then lapsed as never taken up 🔎 operational guidance and process quality controls consolidate all onboarding queries into a single outbound request where possible validate accepted quote values before policy activation collection arrangements must align with cooling off regulatory requirements escalated onboarding delays should be reviewed during monthly operational governance meetings repeated onboarding defects should trigger root cause review activities 🧾 records proposal pack, kyc evidence and issue confirmations attach to the policy record cycle time stamps at each step feed the onboarding sla measures