Customer requests a claim settlement

Case Description:
The customer has already paid the liability to third parties (including UAE Multiplicity and other affected customers) and is requesting a claim for reimbursement.

Resolution Steps:

1. Retrieve the Customer’s Policy:
   Retrieve the customer’s policy from the admin portal as per the instructions in SOP AB5.

2. Request Documentation from the Customer:
   Ask the customer to send the following documents:

   • Copy of their vehicle license

   • All bills and payment receipts

   • Driving license

3. The customer can submit these documents via:

   • Voice: Email to support@shory.com

   • Chat: Attach in the app chat widget.

4. Assign to L2 and Submit Case:
   Assign the case to L2 and submit the case as pending, noting the category as Aber Claims.

5. Communicate Turnaround Time:
   Advise the customer that the expected turnaround time (TAT) for processing the claim is 2 business days from the date the request is received.

P.S.
If the customer is filing the claim through any other method, refer them directly to the insurance company for further assistance.