Document expiry KYC refresh: proactive customer-friendly approach
Passport expires in 30 days — without proactive trigger customers get blocked in 30 days. With trigger — 1-click refresh.
Discuss Your ChallengeScenario
Customer’s passport expires in 60 days. KYC requirements (cbu.uz, FATF) — bank must hold valid identity documents.
Without trigger — customer gets block after expiry. Branch visit mandatory. Frustration.
With trigger — bank notifies before expiry, customer renews via app in 1 click.
Trigger
Document expiry monitoring:
- Customer’s primary identity document with expiry date in registry.
- Approaching expiry threshold (60/30/14/7 days).
- Customer eligibility (no recent fraud flags).
Action
Push 60 days before expiry: “Passport expires [date]. To avoid service interruption, refresh the document. Below — link to video KYC”.
Smart routing:
- If new biometric required — schedule branch visit (cbu.uz April 2026).
- If video KYC eligible — direct to app flow.
- If document changes significant — book an advisor.
Repeat reminders 30/14/7 days with increasing urgency.
What is measured
Pre-expiry refresh rate (% of customers who refreshed before expiry).
Service interruption rate (% of customers blocked due to expired docs).
Customer NPS post-refresh.
Channel mix (app vs branch).
What not to do
Do not wait until expiry — service interruption damages trust.
Do not bombard every day — prioritisation.
Do not ignore accessibility — some customers need assistance.
Do not require branch visit if video KYC is sufficient.
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