When to Contact WeatherIt

Escalation Triggers

Partners should contact WeatherIt when any of these situations occur:

flowchart TB
 subgraph Triggers["Contact WeatherIt When"]
 direction TB
 A["Customer issues<br/>are emerging"]
 B["Staff are unsure<br/>how to explain"]
 C["Booking flows or<br/>marketing change"]
 D["Integration changes<br/>are planned"]
 E["Complaints or<br/>disputes arise"]
 end

 style A fill:#ffebee
 style B fill:#fff4e1
 style C fill:#e1f5ff
 style D fill:#e1f5ff
 style E fill:#ffebee

Contact Scenarios Summary

Scenario	When to Contact	Urgency
Customer disputes payout	Immediately	High
Customer alleges misleading info	Immediately	High
Customer requests formal review	Immediately	High
Customer mentions AFCA/ombudsman	Immediately	Urgent
Staff unsure how to respond	As soon as practical	Medium
Pattern of similar issues	Within 24 hours	Medium
Planned system changes	As early as possible	Low
Marketing material changes	Before implementation	Medium
Training needs identified	During planning	Low

Why Early Contact Matters

Early clarification prevents:

flowchart LR
 A[Early<br/>Contact] --> B{Prevents}
 B --> C[Compliance<br/>Drift]
 B --> D[Customer<br/>Disputes]
 B --> E[Operational<br/>Rework]

 style A fill:#e8f5e9
 style B fill:#fff4e1
 style C fill:#ffebee
 style D fill:#ffebee
 style E fill:#ffebee

Risk	How Early Contact Helps
Compliance drift	Ensures practices stay aligned with requirements
Customer disputes	Addresses issues before they escalate
Operational rework	Prevents changes that need to be reversed
Staff confusion	Provides clarity before issues compound

What to Include When Contacting

For Customer Escalations

Information	Purpose
Customer name and contact	For WeatherIt to follow up
Booking reference	Links to the transaction
Policy number (if known)	Identifies insurance policy
Description of concern	What the customer expressed
Date/time of contact	Establishes timeline

For Operational Questions

Information	Purpose
Description of situation	What you need help with
Relevant context	Background that may be helpful
Timeline	If there's urgency involved

Contact Channels

Your Contact Points
Dedicated support channels and escalation procedures are confirmed during partner onboarding. These details are specific to your partnership arrangement.

Typical Contact Points

Need	Contact
Customer complaints	Escalation channel
Operational questions	Partnership manager
Technical issues	Technical support
Commercial questions	Partnership manager

The Golden Rule

When in Doubt, Ask
It's always better to ask than to guess—especially when it comes to insurance products. A quick clarification can prevent significant issues later.

flowchart LR
 A[Unsure?] --> B[Contact<br/>WeatherIt]
 B --> C[Get<br/>Clarity]
 C --> D[Proceed with<br/>Confidence]

 style A fill:#fff4e1
 style B fill:#e1f5ff
 style C fill:#e8f5e9
 style D fill:#e8f5e9

Questions are welcome. Early clarification is always appreciated and prevents bigger issues.