Claims/Register a Claim

Register a Claim

From the hotline, WhatsApp, a walk-in or email.

1 · Find the Policy 2 · Check the caller's identity 3 · Claim details

Type at least 3 characters.

Searches every Asuransi Demo branch, for registering a Claim only. The owning branch isn't shown.

The search failedThe connection dropped. No Claim was created. Try again.

No Policy found

No Claim was created. Check the spelling, or ask the caller to read the Policy number from their policy document.

Policy numberPlateClientVehicleCoverAction
01.203.2026.004512B 1234 XYZRina Santoso IndividualToyota Avanza 2021Comprehensive · KI.KBM-09, KI.KBM-12
01.203.2025.011873B 1234 XYOAgus Wibowo IndividualHonda Jazz 2019TLO
01.205.2026.000781B 1234 XAAPT Sinar Logistik CompanyIsuzu Elf 2022Comprehensive
01.205.2026.000902B 1234 XABPT Maju Jaya CompanyDaihatsu Gran Max 2020TLO
4 Policies match

Selected Policy

Change
Policy
01.203.2026.004512
Client
Rina Santoso
Vehicle
Toyota Avanza 2021 · B 1234 XYZ
Email
rina.santoso@example.test
None on the Policy
Identity matchesThe Timeline will record “identity verified by Rina Santoso via the channel you choose”.
Couldn't check the identityThe connection dropped. The NIK or NPWP field was cleared; enter it again and try again.
The identity check is lockedToo many attempts on this Policy. They are audited. You can still register the Claim with the flag. Try again in .
No NIK or NPWP to compareThis Policy holds no NIK or NPWP, so the identity can't be checked. You can still register the Claim with the flag. If the caller is here in person, skip the check.
Identity does not matchYou can still register the Claim. It gets the flag “identity not verified”.
No attempts left3 of 3 attempts used. The identity check is locked for this Policy and the attempts are audited. You can still register the Claim with the flag.

Check the caller

Up to 3 attempts Attempt 1 of 3 Matched Locked No NIK or NPWP No attempts left

Ask for the Client's name and NIK or NPWP, also when someone else is calling.

The server compares it with the Policy's data. NIK and NPWP are never displayed, and this field is cleared after the check.

Walk-in? Skip the check

Claim details

1 field needs fixing
  • Claim email
3 fields need fixing
  • Incident time
  • Location
  • Loss type
The connection dropped while sendingYour Claim may not be registered yet. Try again: the same report is never created twice.
Still processing.The first send hasn't finished. Try again in a moment: the same report is never created twice.

Policy

Identity verified Identity not verified Identity not checked
Policy
01.203.2026.004512
Client
Rina Santoso
Vehicle
Toyota Avanza 2021 · B 1234 XYZ
Email
rina.santoso@example.test
None on the Policy

The caller's identity wasn't checked for this Claim.

Channel

The identity check did not match, could not be run or was locked, so confirm that you saw the caller's ID.

Reported time24 Sep 2026, 14:05 WIB (now)24 Sep 2026, 11:30 WIB
WIB

The reported time decides the late flag. It can't be before the incident or in the future.

The incident

WIB

Enter the incident time.

The registering office's zone (WIB) by default. Change it if the incident was in another zone.

Enter the location.

A staff registration stores no GPS point.

Choose a loss type.

Loading the loss types…

The list comes from Asuransi Demo and may include its own types.

Couldn't load the loss typesCheck the connection and try again.

Driver

A company can't be the driver.

The switch isn't shown when every version of the Policy is a company's, and the Driver is then required. A Policy that was once a person's shows it; the server checks the version in force on the incident date. The SIM number is stored encrypted.

Reporter

Added to the written notice if the Claim is rejected.

Client's email

The Policy has no email. This Claim's receipt and letters go here; it is never used for sign-in codes.

Enter the Client's email, or tick “The Client has no email”.

That isn't an email address. Example: name@example.com.

No receipt by emailTell the caller the Claim number once it's registered. Any letter for this Claim (a rejection notice, a reversal notice, a withdrawal confirmation) becomes a delivery task for the owning branch.

The receipt and letters go to the Policy's email, so no Claim email is asked.

Claim registeredGive this number to the caller. A notice goes to the Client's email.
Claim registeredThis Claim belongs to the Sidoarjo branch. You will not see it after this.
Claim registeredGive this number to the caller. The receipt goes to the Claim email, rina.s@example.test, from Asuransi Demo.
Claim registered, with no receipt by emailThe Client has no email, so no receipt is sent. Read this number to the caller now.
Claim registered, then rejectedThe Client has no email, so the rejection notice is a letter to deliver: the owning branch's Claim registration staff get the Alert “Rejection notice to deliver”, again after 3 days if it's still undelivered.
Claim registered, then rejectedA written notice goes to the Client's email. If the Policy has no email, the owning branch's Claim registration staff deliver it.
Claim numberACA-26-004872
Channel
Hotline
Walk-in
Messages to
rina.santoso@example.test (Policy email)
rina.s@example.test (Claim email)
None: the Client has no email
Reported
24 Sep 2026, 14:05 WIB
Identity
Verified
Not checked

Flags for the Surveyor

  • Late report
    Reported outside the Insurer's reporting window.
  • Identity not verified
    The Client's identity was not verified when the Claim was registered. The call centre has been notified.

Why it was rejected

  • The Policy was not in force on the incident date.
Open the Claim Open the Claim
  • Needs claim.create at an Insurer; it opens from the Claims page's Register a Claim.
  • The search covers every branch of the Insurer, up to 20 hits, and never shows the owning branch.
  • The identity check allows 3 attempts per Policy, audited; a mismatch, a lock or a Policy with no NIK or NPWP still registers, with the flag "identity not verified".
  • The reported time is now, refreshed every 30 s, unless set earlier with a reason; it can't be before the incident or in the future.
  • Sending is idempotent: a retry after a dropped connection never creates the same report twice.
  • The Policy check runs at once: the outcome shows the flags for the Surveyor, or why the Claim was rejected.
  • The Claim email is asked only when the Policy has no email, and is required unless "The Client has no email" is ticked, which empties and disables it. A Client is reached only by email: the Claim email first, else the Policy's. It is never a destination for sign-in or FNOL codes.
  • With neither email, no receipt is sent and the number is read to the caller; any letter becomes a delivery task and raises "… to deliver" for the owning branch, reminded after 3 days.
  • The breadcrumb (Claims / Register a Claim) and, under it, a back button beside the title, to /claims.
  • The Claim email (#561, #557): the Client's email section, its two errors, the tick and its warning, the Policy card's Email row, and the three outcomes with "Messages to", as drawn. CLAIM_EMAIL_REQUIRED and CLAIM_EMAIL_NOT_ASKED land on the field.
  • The verified phone field goes: v1 reaches a Client by email only, so #662's web part is moot.
  • The Identity not verified flag says again that the call centre has been notified, now that the Alert exists.
  • Busy buttons (Search, Check identity, Register the Claim) keep their label hidden under the spinner, not "Searching…", "Checking…" or "Registering…" (in #971).
  • The Claim email's outcomes keep the code's "Why it was rejected" list, the Copy button and the spinner on the busy button (settled with #971); the mockup's "Registering…" and its reason in the alert body are not used.
  • The default Policy has an email, so the Claim email shows from "3 · Policy without email".
  • A breadcrumb (Claims / Register a Claim) and, under it, a back button beside the title return to Claims. (11 Oct 2026)
  • The Driver switch is shown when any version of the Policy was a person's, and hidden only when none was; the server judges the version in force on the incident date. (12 Oct 2026)
  • The verified phone field is dropped from the form: v1 sends email only (#189). (11 Oct 2026)
  • A Claim whose identity wasn't checked lists "Identity not verified" under "Flags for the Surveyor". (11 Oct 2026)
  • Loss-type names are backend's seed (Scrape, Malicious damage, Riot, Storm), not the mockup's samples. (11 Oct 2026)
  • The reported-time error sits on the Reported time field, the date marked too. (11 Oct 2026)
  • The server field errors, the phone and idempotency refusals and the client-side "Enter …" messages are the design as built. (11 Oct 2026)

From claim-registration.html, notifications.html (PR #544)