Staff never trained on the rules

Why underwriters ask about it

a policy nobody was taught is, to an underwriter, a policy that doesn't exist.

How to fix it

1. Run one 30-minute session: walk the policy, show the never-list, practice the payment-verification rule, show how to escalate from the bot.
2. Repeat for every new hire, and refresh annually.
3. Keep an attendance note with dates and names.