Processing a risk address change
🎯 Purpose
Keystroke-level steps for the most common material mid-term adjustment: a change of risk address. Written for Policy Administration Officers.
📊 Operational overview
Operational service metrics
- Standard processing target: 30 minutes per case
- Referral review completion target: same business day
- Data quality exception rate target: below 2%
- Dispatch completion monitored daily
Operational optimization focus
- Reduce manual-address-entry exceptions
- Improve survey routing transparency
- Enhance PAS validation controls
- Minimize endorsement-release delays caused by incomplete evidence
✅ Pre-processing requirements
- Instruction validated (policyholder or mandated intermediary)
- New address in a structured format (no free-text-only instructions)
✅ Procedure
In PAS, open the policy and start Endorsement → Risk address change.
Enter the new address via the address lookup — manual entry only when the lookup has no match, and then flag the record for data quality review.
The rating engine recalculates automatically. If the premium delta exceeds the referral threshold or the new area code carries a survey requirement, the endorsement auto-routes to Underwriting — do not override.
Confirm the effective date with the instruction; backdating beyond 30 days needs team lead approval with a file note.
Release the endorsement; four-eyes release applies above the delegation-matrix threshold.
Verify the endorsement schedule generated and dispatch is recorded.
🌐 Channel variations
Confirm the collection adjustment is scheduled. Broker-billed: notify Finance Operations before the effective date.
⚠️ Exception and escalation handling
⚠️ Escalation requirement
Do not override underwriting auto-referrals, survey requirements, or premium-threshold controls without documented approval.
🔎 Common processing failures
Symptom | Cause | Resolution expectation |
|---|---|---|
Rating engine returns no premium | Address outside rating tables | Refer to Underwriting; manual premium overrides are prohibited |
Endorsement stuck in survey queue | New area requires survey | Arrange survey processing; existing terms remain until completion |
🧾 Records and evidence
Maintain endorsement evidence, approval records, underwriting referrals, and dispatch confirmation within the policy file for audit and QA review.