How to change an email address on an account? – CX Procedure

• 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: Change an Email Address

Once finished, send the client a confirmation message confirming the email address has been changed.

Confirmation email template: Demographic Change: Email Address Change – Request Completed