Aishah Rahman ·
How brokers and insurers disagree about ‘complete’
Cover sheets that promise a full pack, product checklists that grew after the form was printed, and why we score against the insurer’s current list.
Intermediaries and operations teams use the word ‘complete’ as if it were a shared object. It is not. A broker means ‘the applicant signed and we attached what we had’. An operations clerk means ‘every item on this week’s checklist is in the folder’.
When we sample producer packs, we ask you which list governs. If the product checklist changed in March and the files are from January, we say so, and we score January files against the January list. Scoring old files against a new list produces a tidy chart and an unfair memo.
Photocopied signatures, unsigned declarations, and identity copies that cut off the address line are the defects that repeat. They are also the ones agency managers can train against. Rare defects — a missing specialist report on a high sum assured — belong in a different paragraph so they are not lost in the count.
If you need a version of the memo that can be sent to the intermediary, tell us before we write. The internal version names file numbers. The external version usually names patterns and counts, not customers.