| Item | Explanation |
|---|---|
| Reference | Reason to use the reference. |
| Admin Update | If any administrative changes are made . |
| Base Cancellation Request | When a client requested policy cancellation. |
| CC Conservation | This is for when you conserve the policy. |
| Cancellation Intent Unclear | “Email division uses this note reference when a cancellation is requested but it’s not clear if the upgrade or the whole policy must be cancelled” |
| Cancelled/ Frozen | This is used when a cancel or frozen note is required. |
| Claim query | The Claims department uses this reference when making claim related notes. |
| Complaint | This is used if a complaint is lodged. |
| Correction | If there is a correction for any reason, this is used. |
| DC Handover | Conservations uses this reference. |
| Deceased Query | If a family member contacts us regarding a client that passed – use this reference. |
| Documents not Received | If a client contacts us regarding not receiving the documents. |
| Follow up request | This is used when you have to follow up on calls or feedback that wasn’t received. |
| General Query | This is used for about 80% of the notes made. |
| Gift query | If the client queries a voucher or gift they have been offered. |
| LOA | This is used when an LOA is being processed or received. |
| MBB query | When you receive any MBB questions |
| On – Hold/ Option/ADB request | If the client requests one of these options. |
| Online Alt Form | The email division uses this reference |
| Online Benef Form | The email division uses this reference |
| Query Lead | |
| Removed Email | If you remove an emaill address – you use this reference and save the old email addres in the note space. |
| Testimonial | The testimonial division uses this reference. |
| UG Cancellation Request | When the client requests and upgrade cancellation. |
New Note Contact method
| Items | Explanation |
|---|---|
| Contact Method | This is how the query was received |
| Adhoc | Lead from the Adhoc DB |
| Social Media | Query from Facebook, Hello Peter and Goodle reviews |
| Email Query | |
| Phone | Phone call |
| WhatsApp queries | |
| SMS replies | A reply received on an SMS sent to the client. |
Security Check
| Item | Explanation |
|---|---|
| Security Check | This is done with every incoming query, it ensures you are speaking to the client or lets us know who we’re deatling with. |
| SVC | For the call centre when the security check is successful |
| EVC | For the email division when the security check is successful |
| 3rd Party | When dealing with anyone who isn’t the policy holder.. |
| No SVC Done | When no security check is completed. |
| Phone The number used when contacting the client. |
Home Language The options available for home language selected.
