Steps to take when the borrower's phone has been unreachable for seven days or the number has changed.
Why it matters
An unreachable borrower (EWS signal B4) is not always avoiding us: phones are lost and numbers change. But combined with a cancelled mandate or an RC transfer request, it is a strong sign the vehicle is about to move.
Steps, in order
Try every number on the file, including the alternate number and the dealer's contact for the borrower.
Call the co-borrower and guarantor (KB-039). Ask only for a way to reach the borrower; do not discuss the debt with anyone else.
Check the vehicle: FASTag crossings in the last week, GPS location where fitted.
Field visit to the registered address and, for commercial vehicles, the usual loading point or yard.
If the vehicle is moving and the borrower is unreachable for 15 days, escalate to the collections manager for a decision under KB-006.
Record every attempt on the case, with the date and the number tried.
Details
Type
Playbook
Segments
M&HCV, LCV, SCV, Used CV, Tractors, CE, 2W, 3W, Cars