3) Audit Pictures Process (AI + BO Agents)

Starting on November 18th, 2025, and to secure customer information and ensure that the person interacting with the agent is indeed the customer, we will be introducing a few changes to the document’s proof requests and the audit validation steps.

These updates are designed to improve accuracy, transparency, and efficiency when validating and confirming customer identities. By optimizing how pictures and proofs are reviewed, we’ll ensure a smoother and more reliable verification process for both customers and agents.

New Requirement: Photo ID

With the changes developed to secure the customer’s identity, a new proof request will be shown in the documents request on the right side of the BO Team process panel.

During this proof verification, make sure to confirm that the customer is the same person as the one shown on the ID, and that the document contains:

• Visible photo: to compare against the customer’s on-site picture
• Customer’s name: must match the one entered in the enrollment
• Customer’s DOB: must match the one entered in the enrollment

The Street Team Agents will be requested to upload the Photo ID, replacing the Mandatory DOB Proof that is currently required.

After the change takes effect in production, the DOB proof will no longer be requested as mandatory (only if needed due to validations) and the Photo ID will become mandatory.

Audit Pictures Process

Starting on November 19th, 2025, the Audit Pictures Process will be updated.

Current process

In the current setup, two pictures are taken during the customer enrollment process:

1. Agent Audit: the first picture is taken of the agent and compared with their profile picture. This ensures the agent is not sharing credentials and is the one accessing the Quest App.
2. Applicant Audit: the second picture is taken of the customer and compared with the agent’s picture. This validates that the customer is physically present with the agent at the time the enrollment is created and that the agent is not signing where the customer is supposed to.
3. HHW Picture: A second picture of the customer is taken and the it is compared against the agent’s profile picture, to confirm they are different people and the agent is not signing where the customer is supposed to.

Audit Pictures New Configuration

Automated Step Process

With the new configuration, the audit pictures will be processed differently. All images will first be reviewed by an automated AI AGENT, reducing the number of cases that require human Back Office (BO) review. Only the pictures the AI AGENT cannot process will be escalated to a human BO agent.

Changes for BO Team

Agent Audit – No change

The agent picture will continue to be compared with the agent’s profile picture, confirming correct credential usage and preventing unauthorized access to the Quest App.

Same face will be the expectation here.

Applicant Audit – Changes will be applied

The customer picture will no longer be compared to the agent’s picture in this step. Instead, it will be compared directly to the Photo ID picture uploaded during enrollment, creating a clear Customer-to-Customer proof. This ensures:

• The customer is physically present during the enrollment.
• The person providing the information matches the Photo ID document.
• The customers are signing their disclosures (and not the agents).

HHW Picture – Changes will be applied

The HHW picture will no longer be compared to the agent’s picture in this step. Instead, it will be compared directly to the Photo ID picture uploaded during enrollment, creating a clear Customer-to-Customer proof to confirm the customer is the one reviewing HHW step and signing the form.

Please note that the pictures taken for the Applicant’s Audit and HHW Picture steps are captured at two different moments, automatically by the Quest app.

Although they may look very similar, they are part of an automated process that takes each picture separately at the required step.