Referred-quote turnaround
3 min
📘 Definition
Business hours from a quote referral being raised to the underwriting answer being recorded in the queue, reported as monthly median and P90.
Attribute | Value |
|---|---|
Owner | Underwriting Operations Manager |
Source | PAS referral queue timestamps |
Target | median ≤ 4 business hours |
Tolerance | ≤ 8 amber |
🧮 Formula
turnaround = business_hours_between(referral_raised_at, answer_recorded_at)
Business hours per the company calendar. Verbal answers count only when confirmed in the system — the clock stops at the recorded confirmation.
🧾 Inclusions and exclusions
- Included: all referrals answered in the reporting month.
- Excluded: referrals returned as not-genuine (within authority) — those are counted in a separate returned-referral rate.
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