Scenario: Why haven’t I received my payment?

RESPONSE FLOW:

  1. Get identifier: Claim number, vehicle number, or policy number
  2. Check system: Look up claim
  3. Calculate timeline: Determine days since approval
  4. Respond based on timeline:
    • Under 30 days: Within normal 45 day processing time
    • 30-45 days: In normal timeframe, can send reminder
    • Over 45 days: Exceeds normal time, escalate immediately
  5. Check for common issues: IBAN certificate on file? Settlement form signed?