---
title: New policyholder onboarding
slug: customer-onboarding/new-policyholder-onboarding
icon: {"lucideIcon":"UserRoundPlus"}
docTags: 
createdAt: 2026-08-17T11:14:24.145Z
---

## 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

```mermaid
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

::::VerticalSplit{layout="middle"}
:::VerticalSplitItem
### 📊 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
:::

:::VerticalSplitItem
### 🔄 Continuous improvement priorities

- Improve completeness of proposal submissions
- Reduce underwriting referral cycle time
- Increase digital document automation
- Improve policy issue accuracy controls
:::
::::

## 🌐 Channel variations

::::Tabs
:::Tab{title="Intermediary portal"}
Proposal arrives pre-validated by the portal; completeness check is a spot check. Queries go to the intermediary, never directly to the client.
:::

:::Tab{title="Direct"}
Full completeness check applies. Queries go to the client through the recorded contact channel; consolidate into one query list.
:::

:::Tab{title="Bancassurance feed"}
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

::::WorkflowBlock
:::WorkflowBlockItem
**Intake.** Validate the proposal is complete: proposer details, risk information, premium payment mandate. Incomplete proposals return with a consolidated query list.
:::

:::WorkflowBlockItem
**KYC.** Execute the *KYC verification checklist*.
:::

:::WorkflowBlockItem
**Acceptance confirmation.** Confirm underwriting acceptance is recorded (auto-accepted within authority, or referral outcome from **Underwriting Operations**).
:::

:::WorkflowBlockItem
**Policy creation.** Create the policy record; verify premium, cover and intermediary allocation against the accepted quote — mismatches stop the process.
:::

:::WorkflowBlockItem
**Collection setup.** Load the debit order or invoice arrangement; first collection date must respect the cooling-off disclosure.
:::

:::WorkflowBlockItem
**Issue and welcome.** Generate policy schedule and wording, send with the welcome communication; record dispatch.
:::
::::

## 🔄 High-level onboarding lifecycle

::::WorkflowBlock
:::WorkflowBlockItem
Proposal received and validated for completeness
:::

:::WorkflowBlockItem
KYC verification initiated and evidence attached
:::

:::WorkflowBlockItem
Underwriting acceptance confirmed or referral resolved
:::

:::WorkflowBlockItem
Policy setup and premium configuration completed
:::

:::WorkflowBlockItem
Collection setup validated and welcome pack issued
:::
::::

:::hint{type="danger"}
**⛔ 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.

:::ExpandableHeading
## 🔎 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.