Issues 2 13th March, 2017

INADEQUATELY COMPLETED FORMS Some requests received do not provide all the details required to handle the request. Critical information such as bank details may be inadequate or incorrect, full names and DOB of lives client intends to add unto their policies, the policyholders' relationships to such lives or beneficiaries, etc. are not provided on forms to aid amendment and benefit payments.

INADEQUATELY COMPLETED FORMS The check box provided on CASH BONUS forms where clients' are required to indicate whether they want FULL CASH BONUS or PART CASH BONUS are not checked. Officers end up processing full cash bonus where clients cannot be reached to confirm.

CANCELLATION A number of clients who walk in to cancel their policies often indicate that they were advised by sales reps to cancel their policies. These sales reps sign the clients onto new policies assuring them that the new policies are upgraded and therefore better than the policies they already have. It becomes difficult to convince such clients to keep their existing policies and migrate.

DELAY IN BENEFIT PAYMENTS Clients who have substantial benefit amounts are persuaded by sales reps to choose cheque payment option. These sales reps manage to get authority notes from the clients to pick up the cheques on their behalf. The cheques are not delivered to the clients immediately; these sales reps use such cheques as proof of the company's readiness to pay claims to help them make more sales before delivering the cheques.

Policy starts without client's notice of acceptance Client's correct contact details should be captured on App form to ensure that SMS notification is sent to client upon acceptance. Unhandled client requests Requests are to be presented to the sales admin or nominated office same day in order not to delay client's payment. Ensure all relevant details and doc required for the process are submitted. Updates effected without client notification Client's correct contact details should be captured on App form to ensure that SMS notification is sent to client on the anniversary of the policy. Suspected Fraud Cases / Mis-selling Intensify the drive for 100% quality sales. All cases sold must be vetted by the SM to ensure the quality before submission. The Rep should prompt client to still read the TnC booklet and contact the company to amend the contract should they need to even after the submission has been done. Death Claim Repudiation Avoid mis-selling products to clients SMS alert not received Client's correct contact details should be captured on App form to ensure that SMS notification is sent to client.