| Process | Standard Time | Escalate If |
|---|---|---|
| Claim file opening | 2 working days | After 3 working days |
| Vehicle inspection scheduling | Within 3 working days of approval | After 5 working days |
| Garage assignment + LPO | Varies by case | After 7 working days post-inspection |
| Payment processing | Up to 45 calendar days | After 45 calendar days |
| Refund processing | Up to 30 calendar days | After 30 calendar days |
| Email response | 1 working day | After 2 working days |
| Escalation response | 1 working day | After 2 working days |