CA Address Proof Process

CA Upload proof Description

To complete an enrollment, it is mandatory for the ST agent to upload the documents requested by the
system, to be reviewed by the BO team and CALAD , afterwards.

In order to increase the approval rate of proofs uploaded, it is suggested to always include a Government
ID as part of the Forced Address or Invalid Address proof package.

By adding a Government ID to the address proofs to be uploaded, chances to get a final approval from
CALAD increase, allowing the customer to keep the Lifeline Benefit in the device provided.

Find below the information on how to process proof uploaded for Address along with a government ID.

BO Tool Process

Proof upload by ST agent

In order to process both proof for Address and Forced Address flow with ID included, follow the
instructions below.

After the enrolment has been created, and proofs have been uploaded, the BO Agent will receive them
to be processed in the Vault BO Tool.

The ST Agent will be able to upload proof in two different ways:

1- Both proofs in the same picture:
2- One pic per proof

Both ID and Letter/Bill in the same pic                    ID and Letter/bill uploaded in different pictures.

Depending on how the ST agent uploaded the proof, the BO agent will see one or two pictures of proof

uploaded.

In this case, the ST agent uploaded one picture per proof.

In the case below the ST agent put both documents in the same photo, the BO agent will see them in the same picture frame.

In both cases, the BO agent will process the same way, looking for a matching address in at least one of the documents in the picture.

How to process Address proof for Address Validation

Here are the tips for the BO agent to process these proofs correctly:

Address Proof Package Scenarios

By always adding a government ID to the documents uploaded for address proof (invalid or forced), three scenarios will be seen by the BO agents.

ID Only – Address Matches the one in Enrollment

Address shown in the government ID is updated and the same address as the one entered in the
enrollment.

In this case the Government ID is enough proof to be uploaded. No further proof is needed.
Proof process will be business as usual, making sure the approval criteria is met for the proof to be
considered valid.

If the address in the ID matches the one in the enrollment and all approval criteria is met, BO should approve.

ID no matching address + Other piece of proof with matching address

Address shown in the government ID is not updated and it is not the same address as the one entered in the enrollment. (Customer moved out of the address/old address/different apt#/other state ID, etc.). On the other hand, the letter/bill uploaded has the same address as the one entered in the enrollment.

In this case, the ST Agent will upload the Government ID anyway and add another piece of proof showing the address entered in the enrollment.

This other document can be a benefit letter, any service bill (electric, gas, cable, etc.) or other proof that
shows customer’s name and address, as entered in the enrollment.

If the address in the bill matches the one in the enrollment and all approval criteria is met, BO should approve.

No ID available

Customer does not have a government ID handy.

In this case, agent will proceed anyway, and upload the other piece of proof, showing the address that
matches the one entered in the enrollment.

BO should approve if all approval criteria is met.

Summary

ID with address matching the address in the enrollment plus approval criteria met = Approve

ID no match + other piece of proof that matches address

ID with no matching address plus bill/letter with matching address and approval criteria met = Approve

No ID available/ Letter, Bill or other uploaded

Only Letter/Bill with matching address approval criteria met = Approve

In the case that none of the proof uploaded has the same address as the one in the enrollment, or the approval criteria is not met (different name, address does not match based on its door number, zip code is different, etc.) the proofs should be rejected as usual.