An Insurance 'System Agent', is an intermediary between the Call Centre staff and the Insurance Pod. They look into any errors that have been sent to them and then filter them out or run tests to re-create them etc, to find out, if the issue being reported is actually an 'agent error', 'customer error' or actually a technical issue that needs reporting to the pod. For this reason, not all issues that get reported to the System Agents, actually get forwarded onto the Insurance Pod. Or, they may actually go to Sales or Claire Coyne, as they could be to do with rates, Campaigns or ABTA issues.
If you do get any issues, please reports these via the: System Agents Form
And don't forget to capture as much information as you can about it. We are looking for the following, (if you could treat this like an Underwriter Referral and try to answer all these points below):
- Brief explanation of error?
- Policy number or quote number affected?
- Customer details (DOB, ABTA, destination group, single/annual trip, campaign, single/couple/family search etc?
- Copy of customer's medical screening (if medical is declared)?
- Screenshots of errors?
Your current Insurance System Agents are:
The General Procedure of Raising An Issue
Generally how it works is, you fill in the System Agents Form. One of them will try and recreate the error and/or see if there have been multiple reports made for the same error (the Pod will not investigate the issue, if there is just one example of an error). If this error is deemed a technical issue that is worth reporting, the System Agents will email Georgia Drew and she will ask the System Agents to create a Jira ticket for it or she will create one herself.
It’s also worth noting, that System Agents only get 1 hour a week each, to look at all the reported issues in the System Agent inbox or further investigate any current Jiras.
A Jira ticket is basically a clear summary of an error, with screenshots, that the Insurance Pod will then use to solve the issue. To learn more about Jira's, please visit: https://sites.google.com/holidayextras.com/jira-guidelines/home
The Insurance Pod also have Quarterly projects to work on and a list of their own Jiras or outstanding Jiras. This means, the Jira just raised, may take some time to resolve. Anytime from 2 days to 6 months or never. Not only that, if the ticket goes to Firemelon, who run Magenta Gold, Firemelon also have their own tickets and projects to work on and other companies to assist. And they may also come back and say that they cannot alter the system to how we want it to work.
List of Insurance Podees is as follows:
- Product owner: Sophie Chandler
- Delivery Manager: Alice Pope
- Insurance specialist: Georgia Drew / Jade Bain
- Software Tester: Matthew Saunby
- Engineer: Slavcho Slavchev
- Engineer: Jordan Clague
- Engineer: Damian Whyte
- Engineer: Vasil Stoyanov