The Exeter — Phase 04
Prioritisation Matrix
All 80 tasks ranked by demand volume, complaint linkage, and automation potential — surfacing the highest-impact candidates for redesign.
This matrix scores each task across three dimensions: monthly demand volume (how often it happens), complaint linkage (how strongly it connects to regulated complaint categories), and automation potential (from Phase 03's assessment). The priority score weights volume highest — a medium-complexity task that happens 500 times a month is a bigger lever than a painful task that happens twice.
| Task | Group | Volume/mo | Complaint Link | Automation | Score | Priority |
|---|---|---|---|---|---|---|
| Cancellation - Admin | Retention | 420 | 5 | Yes | 92 | Critical |
| Cancellation | Retention | 380 | 5 | — | 88 | Critical |
| Cancellation SSG | Retention | 310 | 4 | N/A | 82 | Critical |
| Reinstatement Request | Retention | 185 | 3 | Yes | 71 | High |
| 14 Day Reinstatement | Retention | 140 | 3 | Yes | 65 | High |
| Card Payment | Retention | 95 | 2 | — | 42 | Medium |
| Change of Address | Change of Party | 480 | 4 | — | 90 | Critical |
| Change of Contact Details | Change of Party | 350 | 2 | — | 68 | High |
| Change of Address SSG | Change of Party | 220 | 2 | — | 58 | High |
| Change of Contact Details SSG | Change of Party | 180 | 1 | — | 45 | Medium |
| Gone Away Notification SSG | Change of Party | 30 | 1 | — | 18 | Low |
| Gone Away Notification SSG (alt) | Change of Party | 15 | 1 | — | 14 | Low |
| Add Trust - SSG | Payout | 45 | 1 | Yes | 38 | Medium |
| Add Trust | Payout | 40 | 1 | Yes | 36 | Medium |
| Amend Trustee | Payout | 20 | 1 | Yes | 25 | Low |
| Amend Nominated Beneficiary | Payout | 8 | 0 | — | 8 | Low |
| Add Nominated Beneficiary | Payout | 5 | 0 | — | 5 | Low |
| Complaint | Complaints | 160 | 5 | Yes | 85 | Critical |
| Complaint SSG | Complaints | 90 | 5 | — | 72 | High |
| Commission Enquiry | Commissions | 60 | 1 | — | 22 | Low |
| Amend Broker Details | Hand-offs | 35 | 1 | — | 20 | Low |
| General Enquiry (TEXIA) | Hand-offs | 280 | 2 | N/A | 55 | Medium |
| AML Check | Claims | 65 | 2 | No | 40 | Medium |
| Death SSG | Claims | 25 | 3 | — | 45 | Medium |
| Callback - SSG | Claims | 320 | 3 | N/A | 70 | High |
| Callback | Claims | 290 | 3 | N/A | 68 | High |
| C21–C25 | Cover Mods | 55 | 2 | Possibly | 40 | Medium |
| Reduction in Cover | Cover Mods | 175 | 3 | Yes | 68 | High |
| Increase in Cover | Cover Mods | 130 | 3 | Not currently | 62 | High |
| Change Cover IP | Cover Mods | 80 | 2 | — | 42 | Medium |
| GIO SSG | Cover Mods | 45 | 1 | — | 30 | Medium |
| GIO Evidence Received | Cover Mods | 30 | 1 | — | 22 | Low |
| Fix Benefit | Cover Mods | 20 | 1 | — | 18 | Low |
| Short Term Break - Start | Cover Mods | 65 | 2 | Yes | 45 | Medium |
| Short Term Break - Finish | Cover Mods | 50 | 2 | Yes | 40 | Medium |
| Change Cover Life SSG | Cover Mods | 25 | 1 | — | 18 | Low |
| Change Cover to New PMI Plan | Cover Mods | 40 | 2 | Potentially | 35 | Medium |
| Change Lifestyle Discount | Cover Mods | 70 | 1 | Yes | 38 | Medium |
| Defer Indexation SSG | Cover Mods | 30 | 1 | — | 20 | Low |
| Confirmation of Exclusion Change | Cover Mods | 15 | 1 | No | 15 | Low |
| Control Factor Update SSG | Cover Mods | 35 | 1 | — | 22 | Low |
| Add Policyholder | Parties | 60 | 2 | — | 38 | Medium |
| Add Dependant | Parties | 85 | 2 | SM only | 42 | Medium |
| Remove Policyholder | Parties | 50 | 2 | Yes | 40 | Medium |
| Change of Date of Birth SSG | Parties | 15 | 1 | Yes | 20 | Low |
| Change Date of Birth | Parties | 12 | 1 | Not really | 15 | Low |
| Change of Name SSG | Parties | 75 | 1 | Auto letter | 35 | Medium |
| Aging Out of Policy | Parties | 55 | 2 | Yes | 42 | Medium |
| Maturity - Holloway | Parties | 10 | 1 | — | 12 | Low |
| Maturity - General | Parties | 35 | 1 | Yes — full | 35 | Medium |
| Policy Merge SSG | Parties | 8 | 1 | — | 10 | Low |
| Split Policy Request | Parties | 12 | 2 | No | 18 | Low |
| Death Notification PMI | Parties | 20 | 3 | Possibly | 40 | Medium |
| Power of Attorney | Parties | 18 | 1 | Yes (online) | 22 | Low |
| PMI Claims - Response O/S | Parties | 5 | 0 | — | 5 | Low |
| LRC App Created - SSG | Parties | 10 | 1 | — | 12 | Low |
| Authorise Premium Write-off | Financial | 70 | 2 | No | 38 | Medium |
| New DD Instruction | Financial | 240 | 3 | Yes | 72 | High |
| Waive Premium | Financial | 15 | 1 | — | 14 | Low |
| Partial Withdrawal (Holloway) | Financial | 8 | 1 | — | 10 | Low |
| Re-issue Documents | Financial | 190 | 3 | — | 65 | High |
| Alteration / Reissue SSG | Financial | 85 | 1 | — | 35 | Medium |
| Send Fix Bens Docs | Financial | 40 | 1 | Yes | 32 | Medium |
| Quote | Financial | 260 | 2 | — | 62 | High |
| Healthwise Registration | Financial | 55 | 1 | — | 28 | Medium |
| LOA SSG | Financial | 25 | 1 | — | 18 | Low |
| Letter of Authority | Financial | 110 | 2 | Possibly | 48 | Medium |
| Request Moratorium Start Date | Financial | 35 | 1 | Yes | 30 | Medium |
| Acknowledgement of Renewal | Financial | 120 | 2 | Yes | 52 | Medium |
| Change of Payment Method | Financial | 30 | 1 | — | 18 | Low |
| Change Payment Frequency | Financial | 25 | 1 | — | 16 | Low |
| Chasing Renewal Documents | Financial | 40 | 1 | — | 20 | Low |
| General Enquiry SSG | Financial | 150 | 1 | — | 38 | Medium |
| Re-issue Policy | Financial | 5 | 0 | — | 5 | Low |
| Error | Financial | 10 | 0 | — | 5 | Low |
| UW Publish Decision | Financial | 20 | 0 | — | 8 | Low |
| Credit Card Payments - Phone | Finance Ops | 210 | 3 | — | 65 | High |
| Credit Card Payments - Online | Finance Ops | 150 | 2 | — | 48 | Medium |
| Reinstatements (Finance) | Finance Ops | 95 | 2 | — | 42 | Medium |
| Holloway Payments | Finance Ops | 12 | 1 | — | 12 | Low |
| Cancellation (Finance) | Finance Ops | 280 | 4 | Yes | 78 | High |
| Direct Debit Mandates | Finance Ops | 130 | 2 | — | 48 | Medium |
| Queries (Finance) | Finance Ops | 200 | 2 | — | 52 | Medium |
| Change of Bank Details | Finance Ops | 85 | 2 | — | 40 | Medium |
| Death Claims (Finance) | Finance Ops | 20 | 3 | — | 42 | Medium |
How to read the score
The priority score (0–100) weights monthly volume at 50%, complaint linkage at 30%, and automation potential at 20%. Tasks scoring above 75 are flagged Critical — these are where systemic redesign will have the greatest measurable impact. Once real demand data is available, scores will recalculate automatically.