Use Case diagram for Insurance Policy

The system will need to support the issuing of quotations to customers. Customers may receive a number of quotations before they are sold a policy, and some customers will decide not to proceed taking out a policy after quotations have been issued. Some customers may also have several pension policies, which may or may not be ofthe same type (eg. Personal Pension, Additional Voluntary Contributions, SIPP).
ln order to issue a quotation the sales representative will enter the customer name, address and contact detail, as well as the date of birth, the start date for contributions and the desired retirement age when the policy will mature. The customer then specifies a fixed monthly contribution she can afford or specifies a set pension she wishes to receive when retiring. The sales representative enters the respective amount and either the final pension or the monthly contribution is projected. Existing policy holders receive a 25% discount on the initial commission of any new policy they are taking out. The initial commission is part of any calculation when quotations are issued. The customer receives the quotation(s) together with a contract and direct debit mandate to sign and return to take out the policy. Customers are also asked to provide evidence of identity and income to satisfy new government regulations on money laundering and taxation.
When a contract is received a clerical assistant opens the post, scans ALL enclosed documents and puts all electronic documents into a new contracts folder. The paper documents are tiled in entry date and alphabetical order in a number of filing cabinets.
The electronic contracts folder will be automatically assigned to a pension administrator. The administrator checks that all required documentation has been received. lf it has the folder is marked as complete. The system then generates an automatic letter which the clerical assistants use to collect the necessary documents from the filing cabinets to return them to the customers. At the same time they send the actual contract and direct debit form for archiving.
lf some of the required documentation is missing, the administrator writes a brief message to the customer and marks the contract folder as incomplete. A letter is then generated, incorporating the message to the customer, and this is printed and send out automatically. When a letter with the extra documentation is received from the customer, the clerical assistant will search for the appropriate electronic and paper contract folders and update them. An update of the electronic folder will automatically trigger for this to be assigned to an administrator who will check it as before.
All complete folders are assigned to the/a sales representative, who will check the maximum contribution levels are correct and then sign it off and put a copy of the electronic direct debit mandate into a "new direct debit mandate" folder. The accounts department will make sure that this is activated at the appropriate date. Signing off a contract will also lead to the creation of a respective policy and complete policy documentation will automatically be sent to the customer. About 5% of signed off contracts will be randomly presented to a sales representative "controller" before creation of the policy. The controller will review the entire case to ensure everything is in order (i.e. to prevent missselling or fraud), and sign it off as well.
The policy will become active as soon as the first payment is received. If the customer cancels the policy in the first 14 days, the policy will simply be marked as cancelled and can never be (reactivated) again. A new policy will need to be issued should the customer change her mind again. If a payment has been made, this needs to be refunded. The cancelled policy will be archived after 6 months. Active policies will usually receive regular monthly payments, but additional one-off payments within certain annual limits can be made. These oneoff payments are subject to different commission rules from on-going regular payments.
ln the near future, and the new system should already allow for this, customers who prefer to make only irregular payments will be able to do so. ABC has signed a cooperation deal with a major bank that will allow its customers to make payments at the bank's cash point machines. ABC will issue customers who prefer to make irregular payments with a smartcard that will be accepted at these cash point machines and will connect them straight to its own central computer system. The new system will therefore control the actual cash point machines during the following operations. Once the validity ofthe smart card has been checked, the customer will need to enter a valid policy number and then the amount he/ she wishes to pay. The amount will be checked against the maximum allowable contribution for the current financial year. This calculation will take account of carrying over unused allowances from the previous financial year. The customer will automatically be issued with a payment slip.
All payment contributions are recorded, and the customer receives an automatically generated annual policy statement showing the total of annual payments, the overall value ofthe policy and upto-date pension projections depending on the performance and payments into the policy.
At any point before the policy matures, the customer may stop making any other payments. The policy is then marked as "paidup". For paidup policies no annual statements are being sent out automatically. The customer can however request one statement per annum. The policy will mature as usual at retirement age. The customer can also transfer the policy to another insurance company before the policy matures. The customer will be issued with a Transfer statement; this contains essentially the same information as the annual statement, but also asks the customer to provide the details of the receiving company and to sign and return it. The transfer value and other transfer details will be recorded. After the transfer the policy will no longer be active as it will not mature.
In general, all communication relating to policies will be opened by clerical staff, who will always make electronic copies and add them to the policy folder. Any update in a policy folder will automatically be presented to a pension administrator who will decide on the required action. This may be a routine reply the administrator can action (e. g. sending out of a transfer quotation or valuation statement), or may require the generation of a task for the respective sales representative (e.g. notification of cancellation of further payment or an actual transfer request).

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