---
title: Processing a risk address change
slug: policy-administration/processing-a-risk-address-change
icon: {"lucideIcon":"MapPinHouse"}
docTags: 
createdAt: 2026-08-18T11:20:10.010Z
---

## 🎯 Purpose

Keystroke-level steps for the most common material mid-term adjustment: a change of risk address. Written for Policy Administration Officers.

## 📊 Operational overview

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### 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
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### Operational optimization focus

- Reduce manual-address-entry exceptions
- Improve survey routing transparency
- Enhance PAS validation controls
- Minimize endorsement-release delays caused by incomplete evidence
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## ✅ Pre-processing requirements

- Instruction validated (policyholder or mandated intermediary)
- New address in a structured format (no free-text-only instructions)

## ✅ Procedure

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In PAS, open the policy and start **Endorsement → Risk address change**.
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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.
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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.**
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Confirm the effective date with the instruction; backdating beyond 30 days needs team lead approval with a file note.
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Release the endorsement; four-eyes release applies above the delegation-matrix threshold.
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Verify the endorsement schedule generated and dispatch is recorded.
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## 🌐 Channel variations

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Confirm the collection adjustment is scheduled. Broker-billed: notify Finance Operations before the effective date.
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:::Tab{title="Premium decreases"}
Refund path follows the refund controls — banking details on file only, call-back verification on any change.
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## ⚠️ Exception and escalation handling

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**⚠️ Escalation requirement**

Do not override underwriting auto-referrals, survey requirements, or premium-threshold controls without documented approval.
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## 🔎 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 |

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## 🔎 Operational quality controls

- Validate address formatting against approved postcode standards.
- Never apply manual premium overrides where rating data is unavailable.
- Ensure referral evidence and underwriting responses are retained.
- Check dispatch timestamps against operational SLA reporting.
- Escalate recurring PAS lookup failures to system support and data governance.
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## 🧾 Records and evidence

Maintain endorsement evidence, approval records, underwriting referrals, and dispatch confirmation within the policy file for audit and QA review.