feat(policy-ocr): suggest the customer from the printed insured name

The office books customers surname-first ("WAGONER, PAMELA") and carriers
print them given-name-first ("PAMELA DENISE WAGONER"), so the review screen
made staff retype a name the parser had already read. Comparing normalized
token sets makes the two orderings the same thing.

Only on the zero-hit path, where the policy number found nothing and a human
has to pick a customer anyway. The suggestions are written to a new
`customerSuggestions` column rather than `matchCandidates`, which the review
screen reads as policy-number hits, and they never set `matchedCustomerId` or
`confident` — matching on `Policy.policyNumber` is unchanged.

Two tiers, drawn where the real book has cliffs: EXACT (identical token sets)
and PARTIAL (containment, >=2 shared tokens, surname present). Of 1536
customers, 1487 have a distinct token set, so EXACT cross-person collisions
are ~0; loosen to surname + first given name and 131 (8.5%) collide, and 185
surnames are shared by 524 customers, which is why one token is never enough
and the surname must be printed explicitly. Replaying every book row as a
carrier would print it: 97.9% top-ranked correct, 1.2% a different row, all
but two of those the same human on a duplicate or variant row.

Normalization folds accents (OCR's MUNOZ reaches the book's MUÑOZ), drops
initials, Spanish particles, JR/S.A. DE C.V., and any token with a digit —
ANA prints the phone hard against the name as `Ph.3102001538`. Names over 8
tokens or 80 characters are refused outright, because GMX's especificación
has no field labels and the parser has handed its whole first page over as
`insuredName`.

Not used for utility statements: there the registrant genuinely is not the
customer, so the same trick would be wrong rather than noisy.

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

apps/api/src/policy-ocr/name-matcher.spec.ts

@@ -0,0 +1,161 @@
+import {
+  nameTokens,
+  suggestCustomersByName,
+  suggestionNote,
+  type CustomerNameRow,
+} from "./name-matcher";
+
+/**
+ * Every row here is a real name out of the customer book (1536 rows, dev
+ * mirror of production), chosen because it is one of the shapes that breaks
+ * naive matching: surname-first ordering, a middle initial, a Spanish double
+ * surname, a joint account, a missing comma, and the `(SIN NOMBRE)`
+ * placeholder the migration left for customers whose DATGRAL row had no name.
+ */
+const BOOK: CustomerNameRow[] = [
+  { id: "c1", name: "WAGONER, PAMELA" },
+  { id: "c2", name: "MCWILLIAMS, BRIAN MICHAEL" },
+  { id: "c3", name: "MCWILLIAMS, BRIAN" },
+  { id: "c4", name: "WEAKLAND, RICHARD E." },
+  { id: "c5", name: "ESTRADA, JERRY & MARILYN" },
+  { id: "c6", name: "CABALLERO PRIETO, GUILLERMO" },
+  { id: "c7", name: "GREENE STEPHANIE" },
+  { id: "c8", name: "(SIN NOMBRE)" },
+  { id: "c9", name: "MUÑOZ, LUIS ALBERTO" },
+  { id: "c10", name: "SMITH, DANIEL" },
+  { id: "c11", name: "SMITH, JOHN" },
+];
+
+describe("nameTokens", () => {
+  it("makes the two orderings the same set", () => {
+    expect(nameTokens("PAMELA WAGONER").sort()).toEqual(
+      nameTokens("WAGONER, PAMELA").sort(),
+    );
+  });
+
+  it("drops initials, particles and corporate suffixes", () => {
+    expect(nameTokens("WEAKLAND, RICHARD E.")).toEqual(["WEAKLAND", "RICHARD"]);
+    expect(nameTokens("GARCIA DE LA TORRE, ANA")).toEqual(["GARCIA", "TORRE", "ANA"]);
+    expect(nameTokens("CONSTRUCTORA BAJA S.A. DE C.V.")).toEqual([
+      "CONSTRUCTORA",
+      "BAJA",
+    ]);
+  });
+
+  it("folds accents so OCR's MUNOZ reaches the book's MUÑOZ", () => {
+    expect(nameTokens("MUÑOZ")).toEqual(["MUNOZ"]);
+  });
+
+  it("drops the phone number ANA prints against the insured name", () => {
+    // Observed verbatim from the ANA automobile face.
+    expect(nameTokens("MARIA GARCIA Ph.3102001538")).toEqual([
+      "MARIA",
+      "GARCIA",
+      "PH",
+    ]);
+  });
+});
+
+describe("suggestCustomersByName", () => {
+  it("matches the reversed name exactly", () => {
+    const [top] = suggestCustomersByName("PAMELA WAGONER", BOOK);
+    expect(top).toMatchObject({ customerId: "c1", tier: "EXACT", score: 1 });
+  });
+
+  it("treats a printed middle name the book lacks as a partial hit", () => {
+    const hits = suggestCustomersByName("PAMELA DENISE WAGONER", BOOK);
+    expect(hits[0]).toMatchObject({ customerId: "c1", tier: "PARTIAL" });
+    expect(hits[0].score).toBeCloseTo(2 / 3);
+  });
+
+  it("ranks the exact row above the row that merely contains it", () => {
+    // Both MCWILLIAMS rows are reachable from this name; the one that holds
+    // the middle name is the exact set and must come first.
+    const hits = suggestCustomersByName("BRIAN MICHAEL MCWILLIAMS", BOOK);
+    expect(hits.map((h) => h.customerId)).toEqual(["c2", "c3"]);
+    expect(hits[0].tier).toBe("EXACT");
+    expect(hits[1].tier).toBe("PARTIAL");
+  });
+
+  it("reaches a joint account from the one spouse the carrier printed", () => {
+    const hits = suggestCustomersByName("JERRY ESTRADA", BOOK);
+    expect(hits[0]).toMatchObject({ customerId: "c5", tier: "PARTIAL" });
+  });
+
+  it("will not reach a joint account on given names alone", () => {
+    // No surname printed: `JERRY MARILYN` overlaps ESTRADA, JERRY & MARILYN
+    // on two tokens, and matching on that would book a stranger's policy.
+    expect(suggestCustomersByName("JERRY MARILYN", BOOK)).toEqual([]);
+  });
+
+  it("matches a Spanish double surname regardless of where the comma fell", () => {
+    const [top] = suggestCustomersByName("GUILLERMO CABALLERO PRIETO", BOOK);
+    expect(top).toMatchObject({ customerId: "c6", tier: "EXACT" });
+  });
+
+  it("still matches a book row that has no comma", () => {
+    const [top] = suggestCustomersByName("STEPHANIE GREENE", BOOK);
+    expect(top).toMatchObject({ customerId: "c7", tier: "EXACT" });
+  });
+
+  it("never suggests the (SIN NOMBRE) placeholder", () => {
+    expect(suggestCustomersByName("SIN NOMBRE", BOOK)).toEqual([]);
+    expect(suggestCustomersByName("NOMBRE DEL ASEGURADO", BOOK)).toEqual([]);
+  });
+
+  it("returns nothing on a shared surname alone", () => {
+    // 185 surnames are shared by 524 customers; one token is not evidence.
+    expect(suggestCustomersByName("SMITH", BOOK)).toEqual([]);
+  });
+
+  it("returns nothing for a different person with the same surname", () => {
+    expect(suggestCustomersByName("ROBERT SMITH", BOOK)).toEqual([]);
+  });
+
+  it("refuses a page-sized blob", () => {
+    // GMX's especificación has no field labels and the parser has handed its
+    // whole first page over as the insured name.
+    const blob =
+      "ESPECIFICACION DE LA POLIZA DE SEGURO DE RESPONSABILIDAD CIVIL " +
+      "EXPEDIDA A FAVOR DE PAMELA WAGONER CON VIGENCIA DEL 01 DE ENERO";
+    expect(suggestCustomersByName(blob, BOOK)).toEqual([]);
+  });
+
+  it("caps the list", () => {
+    expect(suggestCustomersByName("BRIAN MICHAEL MCWILLIAMS", BOOK, 1)).toHaveLength(1);
+  });
+
+  it("handles a null insured name", () => {
+    expect(suggestCustomersByName(null, BOOK)).toEqual([]);
+  });
+});
+
+describe("suggestionNote", () => {
+  it("says nothing when there is nothing", () => {
+    expect(suggestionNote([])).toBeNull();
+  });
+
+  it("names a single exact hit", () => {
+    expect(suggestionNote(suggestCustomersByName("PAMELA WAGONER", BOOK))).toBe(
+      "posible cliente por nombre: WAGONER, PAMELA",
+    );
+  });
+
+  it("reports a tie rather than picking one", () => {
+    // The book really does hold EMERY, LAURA twice and KIRCHHOFF, CINDY
+    // three times.
+    const dupes: CustomerNameRow[] = [
+      { id: "d1", name: "EMERY, LAURA" },
+      { id: "d2", name: "EMERY, LAURA" },
+    ];
+    expect(suggestionNote(suggestCustomersByName("LAURA EMERY", dupes))).toBe(
+      "2 clientes tienen ese mismo nombre; elija cuál",
+    );
+  });
+
+  it("lists partial hits", () => {
+    expect(suggestionNote(suggestCustomersByName("PAMELA DENISE WAGONER", BOOK))).toBe(
+      "posibles clientes por nombre: WAGONER, PAMELA",
+    );
+  });
+});

apps/api/src/policy-ocr/name-matcher.ts

@@ -0,0 +1,199 @@
+/**
+ * Suggests which existing customer a printed insured name belongs to.
+ *
+ * The office books customers surname-first ("WAGONER, PAMELA") and carriers
+ * print them given-name-first ("PAMELA DENISE WAGONER"), so a string compare
+ * never hits. Comparing *token sets* does, and it is order-insensitive by
+ * construction — which is the whole trick.
+ *
+ * **These are suggestions, never matches.** Nothing here sets
+ * `matchedCustomerId` or `confident`; the review screen offers the ranked
+ * names and a human picks. That line is not caution, it is what the book
+ * measures out to: of 1536 customers, 1487 have a distinct normalized token
+ * set — but loosen the rule to surname + first given name only and 131 of
+ * them (8.5%) collide, because the book holds `MCWILLIAMS, BRIAN MICHAEL`
+ * *and* `MCWILLIAMS, BRIAN`, and `CUADROS, JORGE JR` alongside three
+ * `CUADROS, JORGE H.`. 185 surnames are shared by 524 customers, so a
+ * surname alone carries no information at all.
+ *
+ * The two tiers below are drawn at the two places that measurement puts a
+ * cliff: full token-set equality, where cross-person collisions are
+ * effectively zero, and strict containment, where they are common enough
+ * that the result can only ever be a hint.
+ */
+
+/** A customer row as the matcher needs it — id and the book's name. */
+export interface CustomerNameRow {
+  id: string;
+  name: string;
+}
+
+export type NameMatchTier = "EXACT" | "PARTIAL";
+
+export interface CustomerNameSuggestion {
+  customerId: string;
+  customerName: string;
+  /**
+   * `EXACT` — the two names carry the same tokens, in any order.
+   * `PARTIAL` — one name's tokens are all present in the other's, plus the
+   * surname. A printed middle name the book does not hold, or a joint
+   * account where the carrier named one spouse, both land here.
+   */
+  tier: NameMatchTier;
+  /** Shared tokens over the longer name's token count, 0..1. */
+  score: number;
+}
+
+/**
+ * Words that carry no identity. Spanish particles and the ampersand joining
+ * a couple are noise; the corporate suffixes are dropped so `S.A. DE C.V.`
+ * does not make every company look alike.
+ */
+const NOISE = new Set([
+  "DE", "DEL", "LA", "LAS", "LOS", "Y", "AND", "VDA",
+  "JR", "SR", "II", "III", "IV",
+  "SA", "CV", "SAPI", "SRL", "RL", "SC", "INC", "LLC", "LTD", "CORP", "CO",
+]);
+
+/**
+ * Placeholder rows the migration left behind. Fourteen customers are named
+ * literally `(SIN NOMBRE)`; without this they would be one 14-way tie on
+ * every unreadable name.
+ */
+const PLACEHOLDER = new Set(["SIN NOMBRE", "NOMBRE SIN"]);
+
+/**
+ * A name blob longer than this is not a name. GMX's PVL especificación has
+ * no field labels, and the parser has been seen handing its entire first
+ * page over as `insuredName`; matching that against the book would find
+ * a surname somewhere in the prose and suggest a stranger.
+ */
+const MAX_TOKENS = 8;
+const MAX_CHARS = 80;
+
+/**
+ * Splits a name into comparable tokens.
+ *
+ * Accents go first, and deliberately in both directions: the book holds
+ * `MUÑOZ` where OCR routinely reads `MUNOZ`, and folding both to the same
+ * ASCII makes that a hit rather than a miss.
+ *
+ * Tokens containing digits are dropped outright. ANA's automobile face
+ * prints the phone number hard against the insured name — the parser has
+ * emitted `MARIA GARCIA Ph.3102001538` — and the digits would otherwise
+ * be an extra token forever blocking `EXACT`.
+ *
+ * Single letters are dropped as initials: the book is full of
+ * `WEAKLAND, RICHARD E.`, and a carrier that prints the middle name in
+ * full should still match the row that abbreviates it.
+ */
+export function nameTokens(raw: string): string[] {
+  const cleaned = raw
+    .normalize("NFD")
+    .replace(/[\u0300-\u036f]/g, "")
+    .toUpperCase()
+    .replace(/[^A-Z0-9]+/g, " ")
+    .trim();
+
+  const tokens = cleaned
+    .split(" ")
+    .filter((t) => t.length > 1 && !/\d/.test(t) && !NOISE.has(t));
+
+  return [...new Set(tokens)];
+}
+
+/** The surname tokens — everything before the comma the book writes. */
+function surnameTokens(bookName: string): string[] {
+  const comma = bookName.indexOf(",");
+  // 54 of 1536 rows have no comma at all ("GREENE STEPHANIE",
+  // "FAROOQ VAKIL"), and which half is the surname is unknowable. Requiring
+  // a surname we cannot identify would silently exclude those rows, so they
+  // fall back to requiring nothing beyond the containment rule.
+  if (comma < 0) return [];
+  return nameTokens(bookName.slice(0, comma));
+}
+
+function isPlaceholder(tokens: string[]): boolean {
+  return tokens.length === 0 || PLACEHOLDER.has([...tokens].sort().join(" "));
+}
+
+function containsAll(haystack: Set<string>, needles: string[]): boolean {
+  return needles.every((n) => haystack.has(n));
+}
+
+/**
+ * Ranks the book against one printed name.
+ *
+ * Returns at most `limit` suggestions, `EXACT` before `PARTIAL` and higher
+ * score first. An empty array means the printed name was unusable (too
+ * long, too few real tokens) or nothing in the book came close — both of
+ * which leave the review screen exactly as it is today.
+ */
+export function suggestCustomersByName(
+  printedName: string | null | undefined,
+  customers: CustomerNameRow[],
+  limit = 3,
+): CustomerNameSuggestion[] {
+  if (!printedName || printedName.length > MAX_CHARS) return [];
+
+  const printed = nameTokens(printedName);
+  // One usable token is a surname or a given name on its own, and 34% of the
+  // book shares a surname with someone. Nothing useful can come of it.
+  if (printed.length < 2 || printed.length > MAX_TOKENS) return [];
+
+  const printedSet = new Set(printed);
+  const out: CustomerNameSuggestion[] = [];
+
+  for (const c of customers) {
+    const book = nameTokens(c.name);
+    if (isPlaceholder(book) || book.length < 2) continue;
+
+    const bookSet = new Set(book);
+    const overlap = printed.filter((t) => bookSet.has(t)).length;
+    // Two shared tokens is the floor: one is a bare surname collision.
+    if (overlap < 2) continue;
+
+    const bookInPrinted = containsAll(printedSet, book);
+    const printedInBook = containsAll(bookSet, printed);
+    if (!bookInPrinted && !printedInBook) continue;
+
+    // When the book's name is the shorter one, containment already proves
+    // the surname was printed. When the printed name is shorter — the book
+    // holds a middle name or a second spouse the carrier omitted — the
+    // surname must be there explicitly, or `JERRY MARILYN` would match
+    // `ESTRADA, JERRY & MARILYN` on given names alone.
+    if (!bookInPrinted && !containsAll(printedSet, surnameTokens(c.name))) continue;
+
+    out.push({
+      customerId: c.id,
+      customerName: c.name,
+      tier: bookInPrinted && printedInBook ? "EXACT" : "PARTIAL",
+      score: overlap / Math.max(book.length, printed.length),
+    });
+  }
+
+  out.sort((a, b) => {
+    if (a.tier !== b.tier) return a.tier === "EXACT" ? -1 : 1;
+    if (b.score !== a.score) return b.score - a.score;
+    return a.customerName.localeCompare(b.customerName);
+  });
+
+  return out.slice(0, limit);
+}
+
+/** Review-queue wording for what the suggestions amount to. */
+export function suggestionNote(suggestions: CustomerNameSuggestion[]): string | null {
+  if (suggestions.length === 0) return null;
+
+  const exact = suggestions.filter((s) => s.tier === "EXACT");
+  // More than one exact hit is the duplicate-customer case the book really
+  // has (`EMERY, LAURA` twice, `KIRCHHOFF, CINDY` three times). Saying so is
+  // more useful than naming whichever one sorted first.
+  if (exact.length > 1) {
+    return `${exact.length} clientes tienen ese mismo nombre; elija cuál`;
+  }
+  if (exact.length === 1) {
+    return `posible cliente por nombre: ${exact[0].customerName}`;
+  }
+  return `posibles clientes por nombre: ${suggestions.map((s) => s.customerName).join(", ")}`;
+}

apps/api/src/policy-ocr/policy-matcher.service.spec.ts

@@ -0,0 +1,100 @@
+import { PolicyMatcherService } from "./policy-matcher.service";
+import type { PrismaService } from "../prisma/prisma.service";
+import type { ParsedPolicy } from "./parsers/policy-parser";
+
+function parsed(over: Partial<ParsedPolicy> = {}): ParsedPolicy {
+  return {
+    provider: "GMX",
+    policyNumber: null,
+    insuredName: null,
+    notes: [],
+    coverages: [],
+    vehicles: [],
+    drivers: [],
+    ...over,
+  } as unknown as ParsedPolicy;
+}
+
+function prismaStub(policies: unknown[], customers: { id: string; name: string }[]) {
+  const findManyPolicy = jest.fn().mockResolvedValue(policies);
+  const findManyCustomer = jest.fn().mockResolvedValue(customers);
+  return {
+    prisma: {
+      policy: { findMany: findManyPolicy },
+      customer: { findMany: findManyCustomer },
+    } as unknown as PrismaService,
+    findManyPolicy,
+    findManyCustomer,
+  };
+}
+
+const BOOK = [
+  { id: "cust-1", name: "WAGONER, PAMELA" },
+  { id: "cust-2", name: "SMITH, JOHN" },
+];
+
+describe("PolicyMatcherService name suggestions", () => {
+  it("suggests a customer when the policy number is new", async () => {
+    const { prisma } = prismaStub([], BOOK);
+    const svc = new PolicyMatcherService(prisma);
+
+    const r = await svc.match(
+      parsed({ policyNumber: "P-999", insuredName: "PAMELA DENISE WAGONER" } as never),
+    );
+
+    expect(r.customerSuggestions).toEqual([
+      expect.objectContaining({ customerId: "cust-1", tier: "PARTIAL" }),
+    ]);
+    // The suggestion is surfaced, never applied.
+    expect(r.customerId).toBeNull();
+    expect(r.confident).toBe(false);
+    expect(r.note).toContain("posibles clientes por nombre: WAGONER, PAMELA");
+  });
+
+  it("suggests when the policy number could not be read at all", async () => {
+    const { prisma } = prismaStub([], BOOK);
+    const svc = new PolicyMatcherService(prisma);
+
+    const r = await svc.match(parsed({ insuredName: "PAMELA WAGONER" } as never));
+
+    expect(r.customerSuggestions[0]).toMatchObject({ customerId: "cust-1", tier: "EXACT" });
+    expect(r.customerId).toBeNull();
+    expect(r.note).toBe(
+      "no se pudo leer el número de póliza; posible cliente por nombre: WAGONER, PAMELA",
+    );
+  });
+
+  it("does not touch the book when the policy number hits", async () => {
+    const { prisma, findManyCustomer } = prismaStub(
+      [
+        {
+          id: "pol-1",
+          policyNumber: "P-1",
+          customerId: "cust-2",
+          customer: { name: "SMITH, JOHN" },
+        },
+      ],
+      BOOK,
+    );
+    const svc = new PolicyMatcherService(prisma);
+
+    const r = await svc.match(
+      parsed({ policyNumber: "P-1", insuredName: "PAMELA WAGONER" } as never),
+    );
+
+    expect(r.confident).toBe(true);
+    expect(r.customerId).toBe("cust-2");
+    expect(r.customerSuggestions).toEqual([]);
+    expect(findManyCustomer).not.toHaveBeenCalled();
+  });
+
+  it("reads the customer book once across a batch", async () => {
+    const { prisma, findManyCustomer } = prismaStub([], BOOK);
+    const svc = new PolicyMatcherService(prisma);
+
+    await svc.match(parsed({ policyNumber: "A", insuredName: "PAMELA WAGONER" } as never));
+    await svc.match(parsed({ policyNumber: "B", insuredName: "JOHN SMITH" } as never));
+
+    expect(findManyCustomer).toHaveBeenCalledTimes(1);
+  });
+});

apps/api/src/policy-ocr/policy-matcher.service.ts

@@ -1,6 +1,12 @@
 import { Injectable } from "@nestjs/common";
 import { PrismaService } from "../prisma/prisma.service";
 import type { ParsedPolicy } from "./parsers/policy-parser";
+import {
+  suggestCustomersByName,
+  suggestionNote,
+  type CustomerNameRow,
+  type CustomerNameSuggestion,
+} from "./name-matcher";
 
 export interface MatchResult {
   policyId: string | null;
@@ -14,8 +20,24 @@ export interface MatchResult {
    * the policy number is shared across customers and a human must pick.
    */
   candidates: { policyId: string; customerId: string; customerName: string; policyNumber: string }[];
+  /**
+   * Customers whose name resembles the printed insured name. Populated only
+   * when the policy number resolved to nothing, and never used to set
+   * `customerId` or `confident` — see the class comment.
+   */
+  customerSuggestions: CustomerNameSuggestion[];
 }
 
+/**
+ * How long the customer book is reused across documents in a batch.
+ *
+ * A twenty-page batch would otherwise read all 1536 rows twenty times. The
+ * only cost of the staleness is that a customer created in the last minute
+ * is not suggested — the picker still finds them, so nothing is lost that a
+ * reviewer cannot do in one click.
+ */
+const BOOK_TTL_MS = 60_000;
+
 /**
  * Resolves a parsed policy page to an existing Policy (and its customer) the
  * office already holds.
@@ -33,14 +55,29 @@ export interface MatchResult {
  * policy numbers across customers do occur (same group policy bound by two
  * related parties), and picking one arbitrarily would silently book the
  * wrong coverage.
+ *
+ * On that zero-hit path only, the printed name is used to *rank the picker*
+ * — see `name-matcher.ts`. That is not a walk-back of the rule above: the
+ * suggestion never reaches `customerId` or `confident`, a human still picks,
+ * and the ranking exists because the office writes names surname-first
+ * ("WAGONER, PAMELA") while carriers print them given-name-first ("PAMELA
+ * DENISE WAGONER"), so the reviewer is retyping a name the machine could
+ * have offered.
  */
 @Injectable()
 export class PolicyMatcherService {
+  private book: { rows: CustomerNameRow[]; loadedAt: number } | null = null;
+
   constructor(private readonly prisma: PrismaService) {}
 
   async match(parsed: ParsedPolicy): Promise<MatchResult> {
     if (!parsed.policyNumber) {
-      return this.unmatched("no se pudo leer el número de póliza");
+      // No number to search on, so the page goes to review with a picker —
+      // the same place the name suggestions help.
+      return this.unmatched(
+        "no se pudo leer el número de póliza",
+        await this.suggestByName(parsed.insuredName),
+      );
     }
 
     const rows = await this.prisma.policy.findMany({
@@ -61,22 +98,33 @@ export class PolicyMatcherService {
     }));
 
     if (rows.length === 0) {
+      const suggestions = await this.suggestByName(parsed.insuredName);
+      const hint = suggestionNote(suggestions);
       return {
         policyId: null,
         customerId: null,
-        note: `no se encontró ninguna póliza con el número ${parsed.policyNumber}`,
+        note: [
+          `no se encontró ninguna póliza con el número ${parsed.policyNumber}`,
+          hint,
+        ]
+          .filter(Boolean)
+          .join("; "),
         confident: false,
         candidates: [],
+        customerSuggestions: suggestions,
       };
     }
 
     if (rows.length > 1) {
+      // The policy number did find rows; the reviewer picks among those, and
+      // adding name guesses on top would only add noise.
       return {
         policyId: null,
         customerId: null,
         note: `${rows.length} pólizas comparten el número ${parsed.policyNumber}`,
         confident: false,
         candidates,
+        customerSuggestions: [],
       };
     }
 
@@ -86,16 +134,47 @@ export class PolicyMatcherService {
       note: `coincidencia exacta por número de póliza ${parsed.policyNumber}`,
       confident: true,
       candidates,
+      customerSuggestions: [],
     };
   }
 
-  private unmatched(note: string): MatchResult {
+  private async suggestByName(
+    insuredName: string | null | undefined,
+  ): Promise<CustomerNameSuggestion[]> {
+    if (!insuredName) return [];
+    return suggestCustomersByName(insuredName, await this.customerBook());
+  }
+
+  /**
+   * The whole customer book, held briefly. 1536 rows of `{id, name}` is a
+   * few hundred kilobytes and the comparison is pure token-set work, so
+   * scanning it beats any SQL approximation — and a `LIKE` search would in
+   * any case have to guess which token is the surname, which is the one
+   * thing the office's own data does not agree on.
+   */
+  private async customerBook(): Promise<CustomerNameRow[]> {
+    if (this.book && Date.now() - this.book.loadedAt < BOOK_TTL_MS) {
+      return this.book.rows;
+    }
+    const rows = await this.prisma.customer.findMany({
+      select: { id: true, name: true },
+    });
+    this.book = { rows, loadedAt: Date.now() };
+    return rows;
+  }
+
+  private unmatched(
+    note: string,
+    customerSuggestions: CustomerNameSuggestion[] = [],
+  ): MatchResult {
+    const hint = suggestionNote(customerSuggestions);
     return {
       policyId: null,
       customerId: null,
-      note,
+      note: [note, hint].filter(Boolean).join("; "),
       confident: false,
       candidates: [],
+      customerSuggestions,
     };
   }
 }

apps/api/src/policy-ocr/policy-ocr.service.ts

@@ -211,6 +211,9 @@ export class PolicyOcrService {
             matchCandidates: match.candidates.length
               ? (match.candidates as unknown as Prisma.InputJsonValue)
               : Prisma.DbNull,
+            customerSuggestions: match.customerSuggestions.length
+              ? (match.customerSuggestions as unknown as Prisma.InputJsonValue)
+              : Prisma.DbNull,
             matchNote: notes.join("; "),
           },
         });

apps/web/src/components/PolicyOcrReview.tsx

@@ -21,6 +21,7 @@ import type {
   PolicyOcrBatchDetail,
   PolicyOcrConfirmDocument,
   PolicyOcrCoverage,
+  PolicyOcrCustomerSuggestion,
   PolicyOcrDocument,
   PolicyOcrReviewInput,
 } from "@/lib/types";
@@ -351,6 +352,7 @@ function DocumentRow({ doc, customerIndex, canReview, onSave, onReject }: Docume
   const locked = doc.status === "POSTED" || doc.status === "REJECTED";
   const matchedExisting = !!doc.matchedPolicy;
   const candidates = doc.matchCandidates ?? [];
+  const suggestions: PolicyOcrCustomerSuggestion[] = doc.customerSuggestions ?? [];
 
   return (
     <article className="card" style={{ padding: 16 }}>
@@ -670,6 +672,34 @@ function DocumentRow({ doc, customerIndex, canReview, onSave, onReject }: Docume
             </Field>
           )}
 
+          {/*
+           * Name suggestions, never a preselection. The office writes
+           * customers surname-first and carriers print them given-name-first,
+           * so without this the reviewer retypes a name the parser already
+           * read. One click fills the picker above; nothing is chosen until
+           * they click. Kept outside the <Field> label — a label must not
+           * wrap other interactive controls.
+           */}
+          {!policyId && !customerId && !locked && canReview && suggestions.length > 0 && (
+            <div className="row" style={{ gap: 8, flexWrap: "wrap" }}>
+              <span className="page-sub">Sugerencias por nombre:</span>
+              {suggestions.map((s) => (
+                <button
+                  key={s.customerId}
+                  type="button"
+                  className="btn btn-ghost btn-sm"
+                  onClick={() => {
+                    setCustomerId(s.customerId);
+                    setCustomerName(s.customerName);
+                  }}
+                >
+                  {s.customerName}
+                  {s.tier === "PARTIAL" && <span className="page-sub"> · parcial</span>}
+                </button>
+              ))}
+            </div>
+          )}
+
           <label className="field">
             <input
               type="checkbox"

apps/web/src/lib/types.ts

@@ -1477,6 +1477,18 @@ export interface PolicyOcrMatchCandidate {
   policyNumber: string;
 }
 
+/**
+ * A customer whose name resembles the printed insured name. A suggestion,
+ * not a match — the API never preselects one.
+ */
+export interface PolicyOcrCustomerSuggestion {
+  customerId: string;
+  customerName: string;
+  /** `EXACT` = same name tokens in any order; `PARTIAL` = one contains the other. */
+  tier: "EXACT" | "PARTIAL";
+  score: number;
+}
+
 export interface PolicyOcrDocument {
   id: string;
   pageNumber: number;
@@ -1512,6 +1524,7 @@ export interface PolicyOcrDocument {
   } | null;
   matchedCustomer: { id: string; name: string } | null;
   matchCandidates: PolicyOcrMatchCandidate[] | null;
+  customerSuggestions: PolicyOcrCustomerSuggestion[] | null;
   matchNote: string | null;
 }
 

docs/POLICY_OCR.md

@@ -134,6 +134,55 @@ customers do occur (one group policy bound by two related parties), and
 picking arbitrarily would silently book the wrong coverage against the wrong
 person.
 
+### Name suggestions on the zero-hit path
+
+When the policy number finds nothing — the new-policy case, where a human has
+to pick a customer anyway — `name-matcher.ts` ranks the customer book against
+the printed insured name and the review screen offers the top three as
+one-click buttons above the picker. They are written to
+`policy_ocr_documents.customerSuggestions`, deliberately **not** to
+`matchCandidates`, so a name hint can never be read as a policy-number hit.
+Nothing sets `matchedCustomerId`; the rule above is unchanged.
+
+The problem is only ordering: the office books customers surname-first
+(`WAGONER, PAMELA`) and carriers print them given-name-first
+(`PAMELA DENISE WAGONER`), so a string compare never hits while a **token-set**
+compare does. Names are normalized (accents folded, so OCR's `MUNOZ` reaches
+the book's `MUÑOZ`; initials, `DE`/`LA`/`Y`, `JR`, `S.A. DE C.V.` and any token
+containing a digit dropped — ANA prints the phone hard against the name as
+`Ph.3102001538`). Two tiers:
+
+| Tier | Rule |
+|---|---|
+| `EXACT` | identical token sets, any order |
+| `PARTIAL` | one set contains the other, ≥2 shared tokens, **and** the surname is present |
+
+Both thresholds come from measuring the real book (1536 customers):
+
+- 1487 distinct token sets, so `EXACT` cross-person collisions are ~0
+- loosen to surname + first given name and 131 customers (8.5%) collide —
+  the book holds `MCWILLIAMS, BRIAN MICHAEL` *and* `MCWILLIAMS, BRIAN`
+- 185 surnames are shared by 524 customers, so one token is never evidence;
+  hence the ≥2 floor and the explicit surname requirement, which is what stops
+  `JERRY MARILYN` reaching `ESTRADA, JERRY & MARILYN` on given names alone
+
+Replaying every book row as a carrier would print it (given-name-first, joint
+spouse dropped): 97.9% top-ranked correct, 0.9% no suggestion, 1.2% a
+different row — and all but two of those are the same human on a duplicate or
+variant row (`MOLNAR, JANOS` vs `MOLNAR,  JANOS`, `IBARRA, ISMAEL &`). The
+two genuine wrong-person cases are `CUADROS, JORGE JR` against three
+`CUADROS, JORGE H.`, and they appear as a tie in the list rather than as a
+single answer.
+
+A blob is refused outright (>8 tokens or >80 characters): GMX's especificación
+has no field labels and the parser has been seen handing its whole first page
+over as `insuredName`, which would find a surname somewhere in the prose.
+`(SIN NOMBRE)` — 14 rows the migration left — is skipped on both sides.
+
+**Not used for utility statements.** There the registrant genuinely is not the
+customer (the `CATT, RANDY` finding above), so the same trick would be wrong,
+not merely noisy.
+
 ## GMX ships two unrelated documents for the same policy
 
 The office downloads both from the same portal, and either can land in a
@@ -457,6 +506,17 @@ term, the excluded sections, the column-position split on the driver's policy,
 its different section order, and — for both faces — that a doubled or tripled
 input yields one set of coverages and one driver rather than one per copy.
 
+`apps/api/src/policy-ocr/name-matcher.spec.ts` — 21 cases on the customer name
+suggestions, every fixture name lifted from the real book: the reversed name,
+the printed middle name, the exact row outranking the row that merely contains
+it, the joint account reached from one spouse (and refused when only given
+names are printed), the Spanish double surname with the comma in either place,
+the 54 rows with no comma at all, the `(SIN NOMBRE)` placeholder, a bare shared
+surname, and the page-sized blob. Four more in
+`policy-matcher.service.spec.ts` pin the wiring: suggestions on the zero-hit
+and unreadable-number paths, no book read at all when the policy number hits,
+and one book read across a batch.
+
 Four of the GMX cases are regression tests for ways the parser can silently attach
 the *wrong* value rather than none — a neighbouring coverage's prose read as
 a deductible, the page-level `DEDUCIBLES:` paragraph read as one, a coverage

packages/database/prisma/migrations/20260815180000_policy_ocr_customer_suggestions/migration.sql

@@ -0,0 +1,7 @@
+-- Ranked customers whose name matches the printed insured name, for the
+-- documents whose policy number found nothing and therefore need a customer
+-- picked by hand. Kept in its own column rather than folded into
+-- `matchCandidates`, which the review screen reads as policy-number hits —
+-- a name is a suggestion and must never be able to masquerade as a match.
+ALTER TABLE `policy_ocr_documents`
+    ADD COLUMN `customerSuggestions` JSON NULL;

packages/database/prisma/schema.prisma

@@ -476,6 +476,13 @@ model PolicyOcrDocument {
   /// normal; >1 means the policy number is shared across customers and a
   /// human must pick.
   matchCandidates   Json?
+  /// `CustomerNameSuggestion[]` — customers whose name matches the printed
+  /// insured name, ranked. A SUGGESTION, never a match: it is deliberately
+  /// kept out of `matchCandidates` so the review screen cannot mistake a
+  /// name hint for a policy-number hit, and it never sets
+  /// `matchedCustomerId`. Only populated when the policy number found
+  /// nothing, which is exactly when staff have to pick a customer by hand.
+  customerSuggestions Json?
   /// Text, not VARCHAR(191): this carries the parser's whole note trail, and
   /// a multi-section ANA policy runs past 191 characters routinely. Silently
   /// truncating it drops the tail notes, which are the ones that say what