Policy change and endorsement review

Observation of address changes, vehicle substitutions, nominee updates, and other endorsements that policyholders attempt on the self-service app and then abandon.

Duration

Two to three weeks

Where we work

Operations office, with policyholder sessions by appointment

Fee basis

From RM 7,900

For

Policy administration and channel owners

Endorsements look simple on a screen map and feel anything but simple at 10 p.m. after a house move. This review watches the actual change requests your app already offers: address, vehicle, nominee, sum insured, or payment method.

We sit with operations staff who still process the paper that arrives after a failed attempt, and with policyholders who got as far as the OTP. The written note lists the fields that cause returns, the documents the app asks for twice, and the changes that still require a branch visit even when the screen suggests otherwise.

This is not a full-channel usage review. If claims and e-cards are also noisy, commission the flagship engagement instead.