SOP — Renewal Processing

Trigger

A renewal appears in the /renewals queue with status RENEWAL_DUE or OVERDUE, or a task is auto-created by the renewals engine at a threshold crossing.

Renewal types and lead times

Renewal type	Start process	Notes
Residence permit	60 days before expiry	Earlier in high-volume provinces (Istanbul: 90 days)
Work permit	60 days before expiry	Employer documents take time; start early
Health insurance	30 days before expiry	Quick turnaround; can be left to 14 days if needed
DASK	30 days before expiry	Simple renewal; annual
Kasko / vehicle insurance	30 days before expiry	Standard renewal

Steps

1. Open the renewal from the queue

Navigate to /renewals. Filter to the relevant time window. Click the renewal or the customer row to open the customer workspace.

2. Confirm contact details are current

Check that the customer’s:

Phone number is valid (WhatsApp-capable)
Email is current
Address is current (for permit renewals — accommodation must match)

Update if needed.

3. Notify the customer

Send a WhatsApp renewal notice:

Residence permit:

“Merhaba [Name], oturma izninizin süresi [Date] tarihinde dolmaktadır. Yenileme sürecini başlatmamız için [X gün] kalmaktadır. Gerekli belgelerinizi hazırlamamıza yardımcı olmak için sizinle iletişime geçiyoruz.”

Insurance:

“Merhaba [Name], [Policy type] poliçeniz [Date] tarihinde sona ermektedir. Yenilemek için hazır olduğunuzda bize bildirin — teklifinizi hazırlayabiliriz.”

4. Document check

For permit renewals: verify all documents from the previous application are still valid:

Passport validity: must extend at least 6 months beyond the new permit end date
Health insurance: must cover the new permit period
Accommodation: rental contract or tapu must be current
Bank statement: must show current balance (usually within 30 days)

Create tasks for any documents that need updating.

5. Process the renewal

Follow the relevant workflow:

Permit renewal → follow Residency Permit Workflow from the AWAITING_DOCUMENTS step
Insurance renewal → request updated quote from provider, confirm with customer, issue new policy

6. Issue and store

Once the new permit/policy is issued:

Upload the document to the customer’s Documents tab
Update the policy record with new start_date, end_date, policy_number
Create a new Renewal record for the next expiry

7. Complete the renewal

Click “Done” on the renewal in the queue, or call:

PATCH /ops/renewals/:renewal_id/complete

This writes a RENEWAL_COMPLETED timeline event and creates the next renewal automatically.

Escalation

If the customer cannot be reached within 14 days of the first contact:

Escalate task priority to URGENT
Try both WhatsApp and email
Flag the timeline with a NOTE_ADDED event documenting the attempts
If still no response at 7 days before expiry: flag for COMPLIANCE_REVIEW