Policyholders and carriers

A policy belongs to one carrier organization and one pet owner. The App Administrator records the organization name, code, active state, time zone and currency, then creates the policyholder with a contact name, address and eligibility note. The owner’s code helps the coordinator distinguish similar names when selecting a counterparty. Keep the actual organization relationship on the policyholder; an owner with the same name under another carrier is a different operating context.

The staff directory connects team members to organizations and user accounts. A policy owner is a team member, so assignment can be reviewed alongside organizational scope. When someone changes teams, the App Administrator can inspect the affected policies before changing membership. The policy record should continue to identify who prepared the work at the time of review.

• Carrier identity. Confirm the organization that will own the policy and the currency used in its records.
• Owner identity. Keep the policyholder code, contact and eligibility note with the correct carrier.
• Staff scope. Link the coordinator and reviewer to the organization before assigning policy work.

Agree how staff will recognize duplicate pet owners, who may change an eligibility note and when an inactive policyholder should stop new policy preparation. Decide whether the carrier directory will be entered here or provided by another system. If a source system sends owner details, agree which team resolves conflicting addresses and codes. The same owner must be identifiable when a veterinary claim arrives later.

Use a real policyholder example: two owners share a surname, but only one has the contact and eligibility note that matches the requested cover. The coordinator should select the correct record before adding coverage. A wrong counterparty is difficult to repair after a review decision references the policy revision.

Open a recently prepared policy and follow its counterparty to the owner record. Compare the organization on both records, then check the team owner and user link. Ask the App Administrator to explain how an inactive owner is handled in the next intake cycle. The Auditor should be able to read the relationship without editing the owner’s contact details. If the owner record needs correction, retain the policy’s review context while the coordinator checks whether the current revision needs fresh review.

• Active Policyholders — Find active pet owners with contact and carrier details before creating a policy.
• Draft Policies — See policy work after the owner has been chosen.

Follow policy setup and claim review as the record moves from preparation to a decision. Use the data model to map each handoff to its parent record.