Platform policy - Effective 21 June 2026
Policy Guidelines
Operational rules for customers, agents, and employees using LTOP's registration, payment, policy, claim, export, receipt, and servicing workflows.
1. Account and identity
Use one accurate account per person unless an authorized business workflow requires otherwise. Identity, authority, and submitted records may be re-verified at any stage. Never share passwords, one-time codes, private invitation links, or authenticated sessions.
2. Applications and documents
Complete every required field, review agent-assisted entries, and upload clear, authentic, current documents. Draft, submitted, pending, returned, approved, issued, active, rejected, cancelled, and archived are workflow states; only issued and officially activated coverage should be treated as active.
3. Provider and insurer roles
The portal is a legal-tech and operations tool. It can help collect records, generate exports, route handoff files, send notices, and display workflow status. It is not the insurer, underwriter, payment institution, or final claims decision-maker unless a separate official appointment says otherwise. Official insurer documents and regulator requirements control coverage.
4. Existing-customer handling
Agents and authorized staff should search by customer ID, account number, email, or name before creating a new record. Confirm at least two matching details before selecting a customer. Do not merge, overwrite, or disclose a record when identity is uncertain.
5. Payments and remittance
Match the amount, customer, purpose, provider reference, and transaction state before confirmation. Pending references and screenshots are not final proof. Confirmations, reversals, refunds, and manual corrections require authorized roles, a recorded reason, and an audit trail.
6. Policy issuance and coverage
No interface badge, timer, application, email, receipt draft, export, or payment event may promise coverage before authorized review, verified payment, certificate or policy issuance, and official activation. After verified payment, processing and activation may take around 24 to 72 hours depending on cutoff timing, completeness of records, provider confirmation, and insurer review. Official insurer documents control benefits, limits, exclusions, effective dates, cancellation, and claims.
7. Claims and support
Claims assistance must be factual, timely, and limited to authorized records. Staff and agents must not promise approval or a payout. Escalate suspected fraud, safety risk, vulnerable-customer concerns, complaints, and privacy requests through the designated operations channel.
8. Roles and least privilege
Access is granted by job function and must be reviewed when duties change. Employee access does not automatically permit every management action. Users must work through their own accounts; shared accounts and borrowed sessions are prohibited.
9. Privacy and secure handling
Collect only information required for a defined workflow. View, export, share, email, or retain personal information only when authorized. Do not place customer records in personal email, public links, unapproved storage, chat groups, screenshots, or test data. Report suspected exposure immediately.
10. Accuracy, audit, and corrections
Material changes must preserve actor, time, reason, and before/after context where supported. Correct errors through authorized tools instead of deleting history. Never fabricate statuses, backdate records, suppress valid complaints, or alter evidence.
11. Intellectual property and licensing
LTOP branding, original portal content, workflow design, and proprietary code remain protected unless a specific written license says otherwise. Open-source notices apply only to the components they identify. Customer data, credentials, policy records, and trademarks are never released under an open-content or software license.
12. Priority and conflict
Mandatory Philippine law and regulator orders take priority, followed by the issued policy and official insurer documents, signed commercial agreements, these Terms and Privacy Policy, and then operational guidance. Apparent conflicts must be escalated; users may not choose the interpretation that bypasses security, privacy, payment validation, or coverage controls.
13. Enforcement and review
Violations may lead to record holds, access restriction, investigation, reassignment, disciplinary or contractual action, reporting to a partner or authority, and other lawful remedies. Guidelines should be reviewed after material product, provider, legal, or security changes and at least annually.