Client Journey OMS

Client Journey – OMS Process Guide

Hover over each Stage for full description

March 2026 – Updated from latest OMS.xlsx

OMS Client Journey Stages

Stage	OMS Section	Mandatory Completed Sections
Enquiry	Applicants Details Notes Documents Declaration Linked cases	Client Name Contact Details – phone and email address must be completed Current Address Enquiry Type Introduction Type (if introducer chose RDI) Sales consultant Notes relevant to your call Documents upload Declaration – complete and submit Linked cases (if existing client)
Factfind and Sourcing	Loan Details Applicant Details Employment/Income Credit Checks Credit Commitments Adverse Budget Planner Portfolio Assets Mortgage Property Details Solicitors & Accounts Existing Protection Notes Checklist Documents Confirm Sourced Product	Retirement Age Smoker details Nationality Marital Status NI Number (mandatory) Dependents details Time at the address Residential Status Vulnerability statements (with notes if “Yes”) Employment Status, Type, Occupation, Employer Name, Commenced date Gross Income & Net Income All Credit Commitments (including mortgage) All credit questions (Adverse) Budget Planner – all sections Portfolio (if multiple properties) All Assets – Pensions, Savings and Investments Mortgage Property Details + Valuation details Existing Protection (if Yes – full details) Documents upload into relevant folders Confirm once all docs and sections received
DIP and Application	Product DIP History Suitability Fees	Ensure the final product is completed MCOB – answer question DIP History with outcome Complete Suitability Report Fees
In Progress	Application Overview	Application overview to be completed with key dates
Completed	Application Overview	Application overview to be completed with key dates

⚠️ Note: Protection Workflow

For Protection Workflow:
Case Options → Copy and Link Case → Insurance Application
Select areas to be copied over and link cases

Protection Process Workflow

New Stage	Description	New Tasks	OMS Current Status
Enquiry	Logging reason for call	Send out Client Pack and Client portal invite	Staying as Enquiry
Medical Questionnaire and establishing client needs	FF meeting with client and follow up sourcing	2.1 Client completed Portal FF 2.2 All info received from Client to medical questions	Replacing Factfind and Research and Advice Stages
Presentation and Application	Client presentation and application completed	3.1 All info received for Full Application 3.2 Provider and recommendation letter sent to client	Replacing Application and Underwriting stage
Underwriting	Provider requirements met and underwriting being completed	4.1 All Provider requirements met	New stage
On Risk	Case has completed	5.1 Client completion email sent	Staying as On Risk
Not proceeding	Client is not proceeding with recommendation	6. Confirmation sent to client	Staying as Not Proceeding

New Stage

Description

New Tasks

OMS Current Status

Enquiry

Logging reason for call

Send out Client Pack and Client portal invite

Staying as Enquiry

Medical Questionnaire and establishing client needs

FF meeting with client and follow up sourcing

2.1 Client completed Portal FF
2.2 All info received from Client to medical questions

Replacing Factfind and Research and Advice Stages

Presentation and Application

Client presentation and application completed

3.1 All info received for Full Application
3.2 Provider and recommendation letter sent to client

Replacing Application and Underwriting stage

Underwriting

Provider requirements met and underwriting being completed

4.1 All Provider requirements met

New stage

On Risk

Case has completed

5.1 Client completion email sent

Staying as On Risk

Not proceeding

Client is not proceeding with recommendation

6. Confirmation sent to client

Staying as Not Proceeding

Insight Financial Associates