---
title: Policy Administration Overview
slug: policy-administration
icon: {"lucideIcon":"LayoutDashboard"}
docTags: 
createdAt: 2026-08-17T11:14:26.935Z
---

## 🎯 Purpose

Policy Administration owns the lifecycle of the policy record after inception: mid-term adjustments, renewals processing, cancellations and reinstatements, and the integrity of policy data.

## 📊 Operational overview

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### Operational performance indicators

- Mid-term adjustment SLA: 2 working days
- Cancellation handling SLA: 1 working day
- Reinstatement completion target: same business day
- Renewal issuance target: 45 days before expiry
- Policy data discrepancy reviews tracked weekly
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### Continuous improvement priorities

- Reduce policy-record discrepancies causing claim disputes
- Improve reinstatement automation controls
- Enhance policy lifecycle reporting accuracy
- Strengthen root-cause analysis for operational defects
- Increase adoption of data-quality monitoring across processing teams
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## 🧭 Core operational processes

| Process                 | SLA                                    |
| ----------------------- | -------------------------------------- |
| Mid-term adjustments    | 2 working days                         |
| Cancellation processing | 1 working day, refund per policy terms |
| Reinstatements          | Same day where premium received        |
| Renewal invitations     | Issued 45 days before expiry           |

## 🛡 Governance and ownership

| Function              | Operational responsibility                         | Escalation ownership            |
| --------------------- | -------------------------------------------------- | ------------------------------- |
| Policy Administration | Lifecycle processing and policy record maintenance | Policy Administration Team Lead |
| Underwriting          | Material risk review and referral decisions        | Underwriting Operations Manager |
| Finance Operations    | Broker-billed reconciliations and refund oversight | Finance Operations Lead         |
| Compliance            | Monitoring regulatory processing adherence         | Compliance Manager              |

## ⚠️ Data integrity principle

The policy record is the single source of truth for cover. Any discrepancy between the policy schedule and the system record is a priority incident: cover disputes at claim time trace back to exactly this gap. Discrepancies found are logged and root-caused through the **Continuous Improvement** process.

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**⛔ Control restriction**

Any discrepancy between issued schedules and the policy administration system must be treated as a priority operational incident and escalated immediately for remediation.
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## 🔎 Evidence quality requirements

- Maintain complete processing evidence for all policy lifecycle transactions.
- Ensure refund, cancellation, and reinstatement approvals are auditable.
- Retain communication records supporting renewal issuance activities.
- Log recurring operational defects through the Continuous Improvement process.
- Monitor data corrections for systemic or training-related trends.
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