Process for Magenta Gold 'Internal Server Error'

If an Internal Server Error comes up when trying to make a medical amendment:

• Go to a Floorwalker or TM to make the changes in Classic, there and then, while the customer is on the phone.
• If Floorwalker or TM is able to complete changes in Classic, the Floorwalker or TM must send the policy number to Jade Bain, so she can log the issue for Finance and Firemelon. (This is a MUST)
• If the amendment cannot be done in Classic and Internal Server Error is occurring, a TM needs to email the Insurance Team ([e-mail]) to investigate.
• The Insurance Team will then check the Scheme set-up and pass to Jade, with explanation of what they found and once resolved, this will then be passed back to the call centre agent who took the call, for them to call the customer back etc.

If you are starting from scratch on a brand new quote and the Internal Server Error comes up, please send to the Insurance Team, so they check the set-up etc. They will then pass to Jade, with explanation of what they found and once resolved, this will then be passed back to the call centre agent who took the call, for them to call the customer back etc.