The Exeter — Phase 03
Member Servicing Tasks
71 tasks across 10 groups — each mapped with process detail, SLAs, agent capability, and automation potential.
Payout 5 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Add Trust - SSG | Receive trust form, add trustees to policy. Manual letter to member, email to IFA. | 5 days | Not currently | Yes |
| Add Trust | Check document, add trustees, send confirmation letter. Guidance notes if incomplete. | 5 days | No | Yes |
| Amend Trustee | Check form, update trustees on system. Manual letter to member, email to IFA. | 5 days | No | Yes |
| Amend Nominated Beneficiary | No process built yet. | — | — | — |
| Add Nominated Beneficiary | Currently no functionality. | — | — | — |
Retention 6 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Cancellation - Admin | Cancel policy on system, notify Finance. Manual letters to broker and member. | 5 days | No | Yes |
| Cancellation | Highway note creates task to admin mailbox. Cancel DD, cancel policy, write manual letter. | 5 days | — | — |
| Cancellation SSG | Action cancellation, check dates, input cancel reason. Letters auto-generated in SSG. | 5 days | Yes | N/A |
| Reinstatement Request | If within terms, complete. If not, manager auth needed. Reinstate, send letter, 7 days to pay. | 5 days | Potentially | Yes |
| 14 Day Reinstatement | Reinstate policy, send confirmation to member/broker, copy Finance to reinstate DD. | 5 days | No | Yes |
| Card Payment | Payments taken by phone agents. If another team, task raised for callback. | 1 day | — | — |
Change of Party 6 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Change of Contact Details | Email and phone changes taken over the phone or via mailbox within 1 day. | 1 day | — | — |
| Change of Address | Input new details, update all parties. System produces letters; admin checks each one. | 5 days | — | — |
| Change of Address SSG | Can be done by anyone in SSG. | 5 days | — | — |
| Change of Contact Details SSG | Same as Highway process. No confirmation sent to member. | 5 days | Yes | — |
| Gone Away Notification SSG | Check gone-away noted, update member in SSG. Email asking for updated address. Not logged to chase. | 5 days | — | — |
| Gone Away Notification SSG (alt) | Mark member as gone away. Check for recent address. Arrange contact via IFA or suspend payments. | — | — | — |
Resolution / Complaints 2 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Complaint | Allocated to team managers via Aptean Respond. 72-hour response for level one. | 72 hrs | Not currently | Yes |
| Complaint SSG | Same as Highway process. Created in Respond, notes manually added to SSG. | — | — | — |
Commissions 1 task
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Commission Enquiry | New Business can provide detailed commission info. Calls passed to NB team. | 1 day | — | — |
Consultant Hand-offs 2 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Amend Broker Details | Only Agency team can update broker details — task sent to them (segregation of duties). | ASAP | No | — |
| General Enquiry (TEXIA) | Check policy details, issue response by email/letter or refer to phone team for callback. | 1–5 days | Yes, mostly | N/A |
Claims 4 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| AML Check | Use Veriphy system — pass/fail/referred. Download result, scan to policy, notify Finance. | N/A | No | No |
| Death SSG | Date of death, death cert if refund due. Update policy, mark deceased. Letters to informant and IFA. | — | — | — |
| Callback - SSG | Task set in SSG for phone agents to call member back within 1 working day. | 1 day | N/A | N/A |
| Callback | Task created in Highway/SSG. Picked up from mailbox or task queue. Additional expertise or different time. | 1 day | No | N/A |
Cover Modifications 15 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| C21–C25 | Dependants aging out at renewal. Transfer party to new policy. If legacy to Health+, goes to NB. | 5 days | No | Possibly |
| Reduction in Cover | Make change on system from relevant date. Only notify Finance if payments pending. New docs issued. | 5 days | Potentially | Yes |
| Increase in Cover | Check COC form, forward to U/W. If approved, process change. Manual letter written. | 5 days | Not currently | Not currently |
| Change Cover IP | Check over-insurance. Provide quote, update system, generate confirmation letters. | 5 days | — | — |
| GIO SSG | Quote provided, evidence requested, processed in SSG. Manual letter to member and IFA. | 5 days | — | — |
| GIO Evidence Received | As per GIO SSG process above. | 5 days | — | — |
| Fix Benefit | U/W assess evidence and confirm. Member wants to take 75% benefit without confirming earnings. | 5 days | — | — |
| Short Term Break - Start | Provide quote, log decrease on system, send letter, notify Finance if payments pending. | 5 days | Not currently | Yes |
| Short Term Break - Finish | Letter to member confirming options. If reinstated, follows reduction process. Reconcile dates. | — | Not currently | Yes |
| Change Cover Life SSG | Decrease only. Actuarial check quotes. If agreed, agent actions decrease in SSG. | — | — | — |
| Change Cover to New PMI Plan | Legacy PMI change of cover. Move existing party ID to new product. Notify Finance, send policy book. | 5 days | No | Potentially |
| Change Lifestyle Discount | Health Cover/Choices only. Member completes declaration form. Admin updates system at renewal. | 5 days | Not currently | Yes |
| Defer Indexation SSG | Requests go to specialist mailbox then referred to admin. | 5 days | — | — |
| Confirmation of Exclusion Change | If review date exists, send form to member. If no review date, refer to U/W first. | 5 days | No | Not unless rules built |
| Control Factor Update SSG | Managed Life only. BMI/diabetes confirmed yearly. Phone agent updates reading, letter auto-generates. | 5 days | — | — |
Parties & Lifecycle 15 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Add Policyholder | Similar to adding dependant except restricted to renewal date. May need smoking/BMI for Health Choices. | 5 days | No | As above |
| Add Dependant | If SM, child set up directly. If not, app form checked then added pending U/W approval. | 5 days | No | SM only |
| Remove Policyholder | RBS is different — can't necessarily remove. Otherwise edit policy, rewrite letters, adjust premium. | 5 days | Potentially | Yes |
| Change of Date of Birth SSG | Change DOB on system. If >3 months out or changes inception age, refer to U/W and Actuarial. | 5 days | Probably not | Yes |
| Change Date of Birth | Within 30 days — no evidence, just update. Over 30 days — evidence required before updating. | 5 days | Only if <30 days | Not really |
| Change of Name SSG | Require evidence of change. Once confirmed, update details. Auto letter goes out. | 5 days | Potentially | Already has auto letter |
| Aging Out of Policy | System auto-picks up at renewal. Manual follow-up letter with 30-day continuation offer and quotes. | 5 days | No | Yes |
| Maturity - Holloway | Ensure last premium paid. Cancel policy. Bonus paid back or commuted savings scheme. 4 options. | 5 days | — | — |
| Maturity - General | Process cancellation, send letter, refund premiums past maturity. Usually Income Protection. | 5 days | No | Yes — full automation |
| Policy Merge SSG | Check policies belong to same customer. Refer to U/W. Merge, then notify NB for commission. | N/A | — | — |
| Split Policy Request | Produce quotes. Lead policyholder remains, other moves to new policy. New docs, possibly new DD. | 5 days | No | Not convinced |
| Death Notification PMI | Once notified, death cert needed if payout. Up to £1k indemnity form; £1k–£50k indemnity + will. | 5 days | No | Possibly |
| Power of Attorney | If online, look up code on gov.uk. Download, add to policy, set alerts. If paper, check signatures. | 5 days | No | Yes (online) |
| PMI Claims - Response on O/S Claims | Not required. | — | — | — |
| LRC App Created - SSG | Life Risk Change applications. Check what caused notification. Refer to U/W if needed. | — | — | — |
Financial & Administration 20 tasks
| Task | Process | SLA | Agent? | Automation? |
|---|---|---|---|---|
| Authorise Premium Write-off | Check amount, log in SSG. Requires second authoriser; sometimes third. Managers have £250 limit. | 1 day | No | No |
| New DD Instruction | Manually input details into DD screen, FFP mandate to policy. Acknowledgement email/letter sent. | 1 day | Potentially | Yes |
| Waive Premium | Requests need to be agreed by managers. | 1 day | — | — |
| Partial Withdrawal (Holloway) | Check 2 years bonus remaining after withdrawal. Process through Holloway tab. Send letter, notify Finance. | 5 days | — | — |
| Re-issue Documents | Print letter, envelope with additional docs/brochures. Note on policy. | 5 days | Yes | — |
| Alteration / Reissue SSG | Requesting copies of documents. Sometimes agents use it to request rekey of policy. | 5 days | — | — |
| Send Fix Bens Docs | Request from U/W via Highway mailbox. Write letter, send with policy details summary. | 5 days | Should be U/W | Yes |
| Quote | Highway quote generated, emailed/posted with COC form. Form manually prepopulated by agent. | 1 day | Yes, mostly | — |
| Healthwise Registration Enquiry | M/S agent calls or emails member to troubleshoot. Differing flows depending on issue. | 1 day | — | — |
| LOA SSG | Similar to Highway. Policy docs sent to new IFA. | — | — | — |
| Letter of Authority | Signed letter received from broker. Check DPA, add alert to policy. Novation document to agency team. | 5 days | Potentially | Possibly |
| Request Moratorium Start Date | Note mori start date from policy. If certificate wrong, re-create doc. Otherwise manual letter. | 5 days | Potentially | Yes |
| Acknowledgement of Renewal | Written confirmation sent to broker confirming first instalment taken or date. | 5 days | Not currently | Yes |
| Change of Payment Method | — | — | — | — |
| Change Payment Frequency | — | — | — | — |
| Chasing Renewal Documents | — | — | — | — |
| General Enquiry SSG | No specific task, depends what comes through. | — | — | — |
| Re-issue Policy | Not required. | — | — | — |
| Error | — | — | — | — |
| UW Publish Decision | — | — | — | — |
Finance Operations Tasks
9 tasks handled by the Finance Operations back office — the downstream processes that Member Servicing hands off to.
| Task | Process | Agent? | Automation? |
|---|---|---|---|
| Credit Card Payments - Phone | Payment received by Member Support. Check if paid to date and DD reset. Then follows online method. | — | — |
| Credit Card Payments - Online | Report for card payments received and reviewed (Anypay PX report). Manual update in Unit 4 to reconcile. | No | — |
| Reinstatements | Finance checks if reinstatement should occur. Note sent to admin to confirm. Check adjustments before DD run. | No | — |
| Holloway Payments | Email from admin. Finance checks amount, adjusts if needed, releases payment via Unit 4. | No | — |
| Cancellation | Notification from M/S. Check Highway for correct cancel date, check subs screen. Process refunds if due. | Potentially | Yes |
| Direct Debit Mandates | M/S updates DD in Highway. Finance checks policy, confirms mandate goes to bank electronically. | No | — |
| Queries | Assorted requests: payment enquiries, history, proof of payments, invoices, commission, claims payments. | — | — |
| Change of Bank Details | Similar to change of mandate. Mandate goes to bank but DD rejection triggers different process. Collection date changes. | — | — |
| Death Claims | Finance checks bank details and indemnity form. Admin notifies Claims of payment details. Claims notifies Finance once paid. | — | — |