Orange Card Validation

Purpose:
To guide agents in assisting customers with Orange Card validation by verifying inputs and providing clear instructions for the next steps.

Definition: An orange card offers Third-party Insurance coverage for travel to GCC countries and can be obtained through Shory for any insurance company we partner with.

Step 1: Verify the Orange Card Certificate Number

Customer Input:

• Ask the customer to provide the full Orange Card certificate number in the format: OMN/...

• Example: OMN/123456789 (instead of OMN/24/8906055)

Agent Verification:

• Check if the certificate number starts with "OMN/" and is followed by a unique identifier.

• If the format is incorrect, ask the customer to double-check and provide the correct number.

• Note: Due to system limitations, the year section (e.g., "/24/") should be removed when entering the certificate number. The updated format should be OMN/123454 instead of OMN/24/123445.

• If system logic allows searching with both formats, that would be ideal. Otherwise, inform the customer that we cannot register their Orange Card online and advise them to speak with staff at the borders for further assistance. If valid, they can override the registration in the customer app.

Step 2: Verify the Chassis Number Entered

• The chassis number should be entered according to policy. If the system restricts the entry of special characters, follow these guidelines:

Verification Steps:

• If the Orange Card does not exist in the GAIF database, but the QR code on the card leads to a valid website with active coverage:

  • The issue must be resolved at the borders.

• If the Orange Card does not exist in the GAIF database and the QR code is invalid:

  • The customer must purchase insurance before proceeding.

Additional Notes:

• At this stage, there is no action that can be taken at the CX level, as we do not have visibility on GAIF data.

• The only confirmed solution is removing the year section from the certificate number, which has been effective.

• Customers encountering issues should be directed to border staff for assistance, as they have the ability to override the registration in the customer app if the card is valid.