Claim Flow

1. When there is an issue with the order, The customer (SME Partner) can access Saladin's Claim portal to submit a claim request.

2. In the Claim screen, the customer must select an order to request the claim.

3. Saladin provides an m-web for customers to enter their claim details including : specific stop details, images about invoices and damaged packages, details about beneficiaries ,and other required information from the Insurer

4. The claim request will be received and handled by Saladin.

Solution discussion

Saladin would like to propose 3 ways to let customer access the claim portal and submit a claim request.

Option 1: When the partner calls Saladin's API to create the policy. Saladin's System will respond with a URL for the claim ( 1 tracking number - 1 diff URL). Customers can direct this link to request a claim. This solution is the same as the current GITI product.

Option 2: Customer directly accesses Saladin's Claim Portal without order information. And exactly input the tracking number and Contract number to find the delivery order to request a claim.

Option 3:

• Each SME partner onboard, Saladin will create an account for them, and all of order is created by them must be linked with that account.

• To request the claim, staff of SME partner login to submit claim request and manage claim requests have been created.

Pros and Cons

Option	Pros	Cons
1	easy to submit a claim.	SME Partner must have an Order management system. Just request a claim for only one tracking number.
2	SME Partners can request a claim without an order management system.	Must input exactly tracking number and contract number to find the order. Just request a claim for only one tracking number.
3	SME Partner can submit a claim with multiple tracking number. SME Partner can manage their claims	SME partners must access more than one channel only for claims.