Documents

1. POD/LR Copy
Incomplete
Claim Raised 2. Claim Bill
Documents
3. Damage
Pictures

Documents
No
Verified

Yes

Rasie a Ticket in
SFDC

Checklist
1. Check whether the Claim was
raised by the customer within the
agreed time-frame.
(Timelimit- Approx. 7 days)
2. Check the liability clause in the
agreement

Exceptional Management
To be discussed with Head
Query
OPS/Head Sales/ Head CE/
Raised in No
Head Finance and a joint
time?
decision to be taken and
approved.

Yes

Check POD for any

remarks from the cutomer
(Clean or unclean)

Yes

Exceptional Management
Rejection To be discussed with Head Provide COF
Clean POD Yes Reject the Claim Accepted by No OPS/Head Sales/ Head CE/ Head to the
customer Finance and a joint decision to be Customer
taken and approved.

No

Check if the Claim Closed

customer has his
own insurance

Exceptional Management
Check whether the claim
Client's To be discussed with Head
DHL Insurance amount is within the
Insurance OPS/Head Sales/ Head CE/ Head
liability Clause mentioned
Finance and a joint decision to be
in the contract
taken and approved.

Yes

Direct Debit Debit or COF

COF

1. Ask for a detailed RCA

with the operations
2. Share the RCA with the Provide COF to the
Certificate of Facts Claim Closed
Customer
customer and process for
credit note

Approval Process
Timeline to Be followed
1. If the Claim Value <Rs.5000 - ROM/RSM to approve 1. ROM/RSM to approved within 7 Days of the
2. If the Claim Value is from Rs.5000 to Rs.20000- Joint request
Decision to be taken by Head OPS, Head Sales and 2. Head OPS/Head Sales/Head CE to approve
Head CE. within 7- 15days
3. If the Claim Value is > Rs.20000- To be approved by 3. Business Head to approve within 15-30 days
Business Head

Issue Credit Note

Claim Closed