- ✗ Tell customers insured elsewhere that we can’t help (check fault first – we cover if at-fault party is Methaq)
- ✗ Promise payment dates without checking system
- ✗ Direct customers to file claims via WhatsApp (only www.methaq.ae or branch)
- ✗ Tell customers to take vehicle to garage before LPO issued
- ✗ Accept ‘just the IBAN number’ for payments (must be official certificate)
- ✗ Skip the Insurance Coverage Matrix – it determines everything
- ✗ Blame other departments for delays
- ✗ Make up information not in the system
- ✗ Process exceptions without manager approval
- ✗ End call with missing documents issue unresolved – always assist with upload and process claim while on call