Oman/Orange card

1) Case Description

Customer (CX) requests to add Oman Coverage and/or Orange Card to an existing motor policy.

2) Key Definitions

• Orange Card: Third-party liability coverage inside Oman (covers third parties).

• Oman Coverage: Own-damage coverage inside Oman (covers policyholder’s vehicle, subject to policy terms).

Important: Customers often say “Oman cover” while meaning “Orange Card”. Always clarify which one they need.

3) Mandatory Questions (Ask Before Raising Any Request)

1. Which coverage is needed?

   • Orange Card (TPL inside Oman) and/or Oman Coverage (own damage in Oman)
     
     

2. Desired duration

   • It is mandatory to ask the CX about the duration (travel dates / number of days) before raising the request.
     
     

3. Travel status
   
   

   • Ask: Has the customer already traveled to Oman?

   • If yes: Are there any claims to be reported?

   • (Mandatory for QIC requests, but recommended for all where applicable.)
     
     

4) Required Documents

• New Mulkiyah is mandatory (updated vehicle registration) showing the new insurer (if applicable / if insurer requires updated registration to proceed).
  
  

  • Resolution rule: No request should be raised without the new Mulkiyah when it is required to validate the insurer on the registration.

If the CX cannot provide the new Mulkiyah, explain that issuance may be rejected by the insurer until the updated registration is available.

5) Policy Transfer Rules (Very Important)

If a CX requests policy transfer and the old policy had Oman/Orange Card as benefit/add-on, apply these scenarios:

Scenario A — Old owner requested the card and it was issued by the Insurance Company (IC)

• Oman/Orange Card will NOT transfer to the new owner.

• The new owner must pay separate fees to add this benefit again.
  
  

Scenario B — Old owner did NOT request the card and it was NOT issued by the IC

• Oman/Orange coverage will transfer to the new owner free of charge.
  
  

Agent Guidance

• Do not assume transfer eligibility just because “Oman is included” on the policy.

• Always confirm whether the Orange Card document was issued previously.

6) Orient Insurance Rule Update (Critical Fix)

• Orient does NOT provide GCC coverage (do not confuse this with Oman).

• Orient Oman/Orange Card requests can be raised for Comprehensive policies (Oman only) where eligible.

• For TPL with Orient: treat as not supported unless Ops confirms an exception.
  
  

7) Process Steps (How to Handle the Request)

1. Confirm:

   • Insurer name

   • Policy type (TPL vs Comprehensive)

   • Coverage needed (Orange Card / Oman Coverage)

   • Duration (dates / days)

2. Collect required documents:

   • New Mulkiyah (when applicable/required)

3. Apply policy transfer logic (if transfer case).

4. Raise request to the insurer with all collected details.

5. Set expectations:

   • Issuance/approval is subject to insurer rules and documentation.

6. Share the issued document with the CX once received (if approved).
   
   

8) QIC Extra Requirements (Mandatory)

Before raising a request for QIC, collect:

• Has the customer already traveled?

• If yes, are there any claims to be reported?
  
  

9) Escalation / Rejection Handling

If insurer rejects the request:

• Confirm reason (missing Mulkiyah, duration mismatch, policy type not eligible, already traveled + claims, etc.)

• Provide CX with the next step (submit missing doc / adjust duration / alternative option if applicable)

• Escalate to Tier 2 / Ops if the insurer feedback contradicts SOP eligibility.