How to add a phone number to an account? – CX Procedure

December 4, 2023
December 14, 2023
  • CX must review the Account Maintenance Form and the provided supporting documents to ensure it’s accepted within the Policy Standard
    • Name on the Account
    • Account Number
    • The signature on the form matches the Signature on the ID provided
      • ID is Valid (not expired)
        • Signature matches continue with the client’s request
        • Signature does not match, ask the client for a selfie holding their ID
        • No signature on the ID, ask the client to provide an ID that has a signature on it
    • Supporting Documents must be full-size documents
      • Quontic will NOT accept folded documentation
      • CX must document in a note that the maintenance was completed in Horizon XE
        • Examples:

CX Procedure: Add A Phone Number

Once finished, send the client a secure message confirming that the phone number request has been completed.

Email template: Demographic Change: Phone Number Change – Request Completed