A. ‘Pending – Missing Documents’
CRITICAL PROCEDURE – STAY ON CALL:
- Do NOT end call until documents are uploaded AND claim is opened
- Guide customer through upload process in real-time
- Open claim file immediately while on call
- Confirm claim reference number before ending call
REASON: If not done on the call, claims with missing documents may not be processed within the promised 2 working days.
B. ‘Approved – Awaiting Inspection’
Good news – claim approved. Vehicle needs inspection at specified location. Should be scheduled within 3 working days of approval.
C. ‘Inspected – Awaiting Garage Assignment’
Vehicle inspected. Processing garage assignment and LPO.
D. ‘At Garage – Repairs in Progress’
Vehicle currently at garage for repairs. Customer can contact garage directly for timeline.
E. ‘Claim Closed – Payment Processing’
Claim closed. Payment typically takes up to 45 calendar days. Transfer goes to IBAN account on file.
If over 45 calendar days: Escalate to Accounts Department immediately.