Current Task Flow for New Business Application
Administrator steps
Client/advisor sends email request to Approach
Create and assign task
Use template for new business – remember to
check for cancellation or replacements of existing
products
The email forms part of the first thread of the task
Email client and advisor regarding applications and
requirements
This email is in the task thread. The docs of this are This part has a status of waiting for client or waiting
less important as they are blank. At present we still for advisor
save it to the task but not needed.
Client replies with information/documents
These docs are saved to client folder and the email
with the docs are saved to the task
Some of my notes explaining the process
This request will involve dealing with product
provider, the advisor and the client to complete
From the client request a task is create usually with a
template of 6 main steps
1. Info Gather – Compile the required apps and
information
2. Info Check – Once all docs are in check and
correct
3. Submit to product provider
4. Additional requirements – request add reqs
from client and submit to product provider
5. Follow up until completed
6. Send confirmation to client
This email will contain details from step 1 – the
application forms in pdf and any other requirements
We receive information usually in PDF – this
information is saved in client folder
This step can have a few back and forth emails as
the client seldomly completes everything first time.
Important
Create task and assign to relevant
administrator with instructions. These
instructions as mentioned are templated but
they may also have secondary instructions for
example if they are stopping one investment
and starting a new one then there are two
actions cancel premium and the new
application.
The key thing here is whether we should
create separate tasks for each action or if the
system can work efficiently with them
running together.
The timeline at the very least needs to reflect
each interaction or a note of sorts. Like
“requirements received from provider”,
“requirements received from client”,
“instruction submitted” etc
The documents we submit to product
providers need to be saved to the client.
Save the completed docs in application folder
of client
We then email instruction to product providers
This is also logged in the task as the proof.
Product providers reply, if not feedback after
48hours follow up.
This email is also logged in the task as
requirements received
Feedback sent to client
This email is logged with status waiting on client
Client sends us the requirements
The docs from this are saved in client folder. And a
log is created
Submit requirements to provider
Log this email as additional requirements submitted
Follow up with provider
We log every follow up with the provider
Task completion
Email client proof/statement of completed task this
email is logged and the statement is saved in the
client folder.
This email is usually sent to something like Again, the record of this email is important
instructions@allangray.co.za or life@discovery.co.za
They will autoreply with a reference number which is This reference number is important later for
logged and we use it to track. the follow-ups
This action then as a status of waiting for product
provider
This reply usually contains a list of requirements for
underwriting in a life policy or other docs for an
investment
Here we either have docs attached or a list of
requirements we send to the client to complete.
This part has the status again of waiting for client
We would check that it is correct and then forward to
provider
This follow up could generate another round of
requirements but generally it should result in the
instruction being completed
Once the whole task has been completed, we then We want this email to be in the task before it
email the client and advisor to say it has been is closed.
finalised