Start at the public page.
Can a visitor distinguish a new inquiry from an existing-policy service request? Check approved service descriptions and location or team contact instructions.
Find where the request loses its intended recipient.
Use a fictional inquiry to review the website and the staff follow-up without involving a real policyholder.
Review the first fields.
The agency decides which context belongs in this channel. Note where missing or ambiguous choices cause staff to forward the request.
Follow the routing rule.
Identify the intended team, the current recipient and the agency-approved fallback for an unclear request. Check whether website and CRM rules disagree.
Inspect the staff record.
Verify that agreed details arrive together and repeated submissions do not create confusing work. Name the owner of unassigned requests.
Check the failed connection.
Try a fictional incomplete request and unavailable update. A visitor should understand what was received without assuming that a quote or policy action was approved.