Keep the shipment context
Organise the business customer, relevant transit or cargo reference, insurer and policy document together. Use the references contained in the source records so operations can locate the right documentation when a customer needs assistance.
Keep the document set complete
Store the issued policy, certificates and any endorsements or declarations relevant to the account. Record missing information explicitly and assign the follow-up, rather than assuming another team has the latest version.
Connect service and finance
Keep service requests tied to the same account and policy references used for operational and brokerage records. This gives the team a clearer path from a customer query to the supporting document and responsible person.
What to keep with the record
- Business and transit references
- Issued policy and certificate records
- Endorsements and outstanding documents
- Service and brokerage ownership
Reference documents should be matched to the insurer, product and version on the issued policy. This guide covers record management; the issued policy determines coverage.