---
title: Referred-quote turnaround
slug: kpis-and-performance-measures/referred-quote-turnaround
icon: {"lucideIcon":"ClockArrowUp"}
docTags: 
createdAt: 2026-08-18T11:20:08.718Z
---

## 📘 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.

:::ExpandableHeading
## ⚠️ Exception and escalation handling

Referral queues should be monitored for ageing items, unresolved authority queries, and dependency bottlenecks impacting underwriting responsiveness. Operational escalations remain inside the turnaround calculation and should not be adjusted retrospectively.
:::