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SOP — Policy Issuance

Trigger

A customer has confirmed they want to purchase an insurance policy (travel health, vehicle, DASK, etc.).

Steps

1. Confirm customer details

Before requesting a quote from any provider:

  • Verify passport name is on file and matches what will go on the policy
  • Confirm coverage dates (what date range does the customer need?)
  • Confirm the service being insured (vehicle details, property address, etc.)
  • Record any special requirements

2. Request quotes

Via the provider adapter layer (when integrated — currently manual):

  • Request quotes from 2–3 providers for the product type
  • Note the coverage terms, not just the price
  • Check exclusions — some travel health policies exclude pre-existing conditions

3. Present options to customer

Send a WhatsApp or email with 2–3 options:

  • Provider name
  • Price (in TRY or EUR/USD if applicable)
  • Coverage period
  • Key coverage limits
  • Link to policy summary document

4. Confirm selection

Wait for customer confirmation. Do not proceed to issuance without explicit confirmation.

Log the confirmation as an internal note: “Customer confirmed selection of [Provider] policy at [Price]. Proceeding to issuance.”

5. Issue the policy

Via provider system:

  • Enter all customer details exactly as on the passport
  • Set coverage dates as confirmed
  • Process payment (Stripe or direct per provider arrangement)

6. Retrieve and store the policy document

After issuance:

  • Download the policy document (PDF) from the provider
  • Upload to the customer’s Documents tab with type INSURANCE_POLICY
  • Set status to VERIFIED

7. Create the Policy record

Create a Policy record in the system:

  • policy_type: e.g., TRAVEL_INSURANCE
  • policy_number: from the provider document
  • insurer: provider name
  • start_date, end_date: coverage period
  • premium_amount, currency: what was paid

8. Create a Renewal

Create a Renewal record linked to the new policy:

  • service_type: matches the policy type
  • due_date: the policy end date
  • policy_id: the new policy’s ID

This ensures the policy appears in the renewals queue before it expires.

9. Send the policy to the customer

Send the policy document to the customer:

  • Via WhatsApp (PDF attachment)
  • Via email with the PDF attached
  • With a note explaining what the document is and how to use it

10. Update the order status

If the policy is linked to an order (e.g., residence permit application includes health insurance):

  • Confirm the policy with the order
  • Update the order status if the policy was the last outstanding item

Quality checks

Before closing the task:

  • Policy document downloaded and stored in Documents tab
  • Policy record created with all fields
  • Renewal record created for expiry date
  • Policy document sent to customer
  • Order updated if applicable
  • Timeline shows the issuance event (POLICY_ISSUED)