End-to-end flows, by stakeholder

flowchart TB
  subgraph ON["Onboarding (11-step funnel)"]
    W[Welcome]-->HOW[How it works]
    HOW-->ACC["Account + OTP"]
    ACC-->PER["Identity: name, DOB, gender"]
    PER-->ADDR["Residence emirate"]
    ADDR-->PRI["Priors (sets insurance eligibility)"]
    PRI-->PLAN["Plan picker"]
    PLAN-->PAY{"Card (Stripe) / Tabby — no IAP"}
    PAY-->|success|PROT["Protection moment"]
    PAY-->|fail|PLAN
    PROT-->REH["Practice mode: 3s hold → 30s countdown
that SENDS a practice case → stand-down slide"]
    REH-->DOC["Documents offer: passport + EID or letter"]
    DOC-->CHK{"On-device quality check passes?
(real pixel stats: sharpness / glare / brightness;
a check it cannot honestly run defers to the server)"}
    CHK-->|retry|DOC
    CHK-->|"3 tries used"|ESC["Gallery upload or continue → ops"]
    CHK-->|pass|DONE2[Set up]
    ESC-->DONE2
  end
  DONE2-->ACT["Active — full dispatch live immediately
(identical on every tier)"]
  ACT-->PVW["Profile Verification Window 30d
insurance live day 31 if verified + policy"]
  ACT-->ARM0{"Detained — arm from…"}
  ARM0-->|phone|ARM["Hold to arm (3s)"]
  ARM0-->|watch|ARMW["Wrist hold to arm → phone-relay"]
  ARMW-->ARM
  ARM-->HOLD{"Pre-dispatch — 30s deadman
red TAP 'Send help now' sends at once;
reaching zero SENDS"}
  HOLD-->|"slide to cancel — I'm safe"|SDWN["Stood down — nothing was sent"]
  HOLD-->|tap or expiry|DISP[Dispatch fires]
  DISP-->LOC["Background location streams (realtime)
until case-end or battery dies"]
  DISP-->TL["Active-case screen — SHIPPED: timeline-first
(server-fact rungs own the surface;
bottom-pinned capture, chat in a pushed modal)"]
  TL-->MSG["Two-way chat with ops coordinator
(mirrored on the watch), or ops phone backup"]
  DISP-->ENDC["'End case' header pill → sheet
(Face ID / Touch ID, PIN fallback)"]
  

flowchart LR
  NOM["Nominated at onboarding (no verification step)"]-->IDLE["Stands by (no app)"]
  IDLE-->TRIG["Subscriber arms a case"]
  TRIG-->MSG["ALL entered contacts receive SMS / WhatsApp:
subscriber detained, firm + consulate engaged"]
  MSG-->DEL{Delivered?}
  DEL-->|yes|ACTC["May contact family or firm"]
  DEL-->|no|OPSC["Failure logged — OPS-visible (admin delivery states);
member sight of receipts not wired"]
  

flowchart TB
  A["Resolve member's emirate → pick a covering firm"]-->N["Firm notified via portal + client context"]
  N-->SLA{"Respond within SLA?
12h in-week / 24h weekend or holiday"}
  SLA-->|no|ESCF["Escalate: email + SMS, ops cc, + grace"]
  ESCF-->NX["Advance to next firm in emirate"]
  NX-->EX{Firms left?}
  EX-->|yes|N
  EX-->|none|OPD["Ops handles directly
member: 'Our team is handling this directly'"]
  SLA-->|accept|CONF{"Confirm client contact within 2h?"}
  CONF-->|no|CHASE["Ops chases, then re-dispatch"]
  CHASE-->NX
  CONF-->|withdraws|NX
  CONF-->|yes|WK["Work the case (member sees firm name + 'lawyer calls you')"]
  WK-->DONE{"Engagement ends how?"}
  DONE-->|"firm reports resolved"|VP["verification_pending
member pushed to confirm in-app"]
  DONE-->|"member ends the case (engaged firm)"|VP
  VP-->|"ops mark_verified"|CR["Closed — resolved (closure comms send now)"]
  VP-->|"ops close_case, unresolved_* reason"|CF["Closed — unresolved (closed_failed)"]
  WK-->T{Shield/Family insured?}
  T-->|yes + policy assigned|PK["Receive insurance pack from ops
(gate is accept + contact-confirm + policy — not the 30-day window)"]
  PK-->CL["Ops file the FNOL claim with the insurer
(100k legal + 50k bond; the firm has no claim surface)"]
  T-->|no|WORK["Uninsured case — the firm response is IDENTICAL
the member pays the legal fees themselves"]
  OPD-.->|ops can hand back|N
  

flowchart TB
  TRIG[Case triggers]-->NAT["For EACH nationality on file
(unbounded multi-select — no primary/second structure)"]
  NAT-->Q1{Consulate on file for it?}
  Q1-->|yes|E1["Auditable email: detained, being assisted"]
  Q1-->|no|NF1["Ops missing-consulate alert (labelled)
(no 'nearest consulate' fallback in prod — that branch is dead code)"]
  E1-->DEL{Delivered?}
  DEL-->|yes|STORE["Stored: body + time + message-id (ops-viewable)"]
  DEL-->|bounce|RETRY["Ops alert + retry + alternate contact"]
  

flowchart TB
  SU["Shield / Family Shield purchase"]-->WIN["30-day Profile Verification Window
STARTS AT PAYMENT (not policy issuance)"]
  SU-->SEND["Ops sends client details + payment"]
  SEND-->ISSUE["Insurer issues policy number"]
  ISSUE-->ASSIGN["Ops assigns policy number in ELA
(independent prerequisite — does NOT start the window)"]
  WIN-->GATE{"Coverage attaches when ALL THREE hold:
day 31 reached · docs verified by ops · policy assigned"}
  ASSIGN-->GATE
  GATE-->|all three|COV["Insurance attached"]
  COV-->CASE["Live insured case"]
  CASE-->CLAIM["OPS file FNOL claim (auditable email to insurer)
firm has no claim surface"]
  CASE-->|claim filed inside the window|MBG["Allowed — but forfeits the
30-day money-back guarantee (not blocked)"]
  MBG-->CLAIM
  CLAIM-->ADJ["Adjudicate: up to 100k legal + 50k bond"]
  ADJ-->OVER{Bond over 50k?}
  OVER-->|yes|CLIENT["Client pays the overage"]
  OVER-->|no|DONE[Covered]
  

flowchart TB
  START["Buyer picks a plan"]-->SOLO{Solo or Family Shield?}
  SOLO-->|solo|P1["Priors knockout (self)"]
  P1-->E1{Recorded prior?}
  E1-->|recorded|NOTE["Essential — same full response,
legal fees uninsured; framed as a match"]
  E1-->|dismissed or clean|PAYS["Charge Shield at checkout"]
  SOLO-->|family|ROSTER["Roster: 2 adults + 2 dependants
Family Shield = flat 7,500, covers up to 4 eligible"]
  ROSTER-->MIN["Guardian declares priors for minors"]
  ROSTER-->SELF["Primary self-attests"]
  MIN-->PAYF["Charge flat 7,500 at checkout
(do not wait on a slow 2nd adult)"]
  SELF-->PAYF
  NOTE-->PAYE["Charge Essential"]
  PAYS-->ACT["Active — full dispatch immediately"]
  PAYF-->ACT
  PAYF-->|invite 2nd adult|ADULT2
  PAYE-->ACTE["Active — full dispatch, uninsured
no insurance, no verification window"]
  ACT-->WIN["Profile Verification Window 30d
insurance attaches day 31 if verified + policy"]
  ADULT2["2nd adult self-attests later
via invite handshake (own PDPL consent)"]-->L{Eligible?}
  L-->|dismissed or clean|ACTV["Insurance activates for them
no extra charge (flat), no blocking"]
  L-->|recorded|NOTE2["Stays uninsured — dispatch unchanged
flat price unchanged, nothing to refund"]
  ACTV-->WIN
  

flowchart TB
  READ["Compute member's insurance status (on read)"]-->ENT{"Entitlement active?
(Shield / Family Shield)"}
  ENT-->|"lapsed / refunded"|BLOCKED["blocked_entitlement
(not a persisted terminal — recomputed;
re-activating the entitlement restores the chain)"]
  ENT-->|"Essential / none"|NR["not_required
Essential — full dispatch, no insurance product"]
  ENT-->|active insured tier|PRIORS{"Priors attestation for THIS member?"}
  PRIORS-->|"not yet attested — invited adult"|PSA["pending_self_attestation"]
  PRIORS-->|recorded prior|NO["notification_only — a MACHINE enum, never member copy
dispatch unchanged, legal fees uninsured
flat price unchanged, no refund path"]
  PRIORS-->|"clean or dismissed"|KYC{"KYC verdict?"}
  KYC-->|"rejected — fraudulent / invalid docs"|VOID["void_documents_invalid
(the ONLY void trigger — narrower than 'misrepresentation')"]
  KYC-->|"ok / pending"|GATE1{"Day 31 reached?
(window runs from PAYMENT)"}
  GATE1-->|no|PPW["pending_profile_window"]
  GATE1-->|yes|GATE2{"Docs verified by ops?"}
  GATE2-->|no|PDV["pending_documents_verification"]
  GATE2-->|yes|GATE3{"Policy number assigned?"}
  GATE3-->|no|PPA["pending_policy_assignment"]
  GATE3-->|yes|ATT["attached
coverage live (day31_docs_verified_policy_assigned)"]
  

flowchart LR
  F["filed
(ops file FNOL — gates: case owned,
active insured entitlement, policy matches)"]-->S["submitted_to_insurer
(auditable email to underwriter FNOL address)"]
  S-->A["acknowledged"]
  A-->SET["settled
(note required)"]
  A-->DEN["denied
(note required)"]
  F-->W["withdrawn"]
  S-->W
  

flowchart TB
  subgraph KYC["KYC exceptions (async, never blocks STP)"]
    K1[Flagged doc arrives]-->K2["Three-pane: queue / viewer / decision"]
    K2-->K3{Decision}
    K3-->|approve|K4[Cleared]
    K3-->|resubmit|K5["Automated resubmit request (sheet)
membership → verification_pending"]
    K3-->|"decline — mandatory reason"|K6["Membership paused-for-review
payment stays refundable (MBG)"]
  end
  subgraph DIS["Dispatch monitor (UAE 06:00-21:00)"]
    M1["Live SLA traffic-light countdowns"]-->M2{Breach / exhausted / none?}
    M2-->|breach|M3["Auto-escalate (SLA tick — NOT enabled on prod yet)
+ manual re-notify / force-escalate"]
    M2-->|none available|M4["OPS-DIRECT: handle the case; can hand back to a firm"]
    M4-->M5["Member↔coordinator chat + ops phone"]
  end
  subgraph INSU["Insurance ops (portal UI SHIPPED — assign policy + claims console)"]
    N1["Assign policy number at /coverage/assign
(preview → verbatim read-back ack → commit)"]-->N2["Attachment prerequisite
(window runs from PAYMENT — assignment does not start it)"]
    N3["Firm accepted + confirmed"]-->N4["Send insurance pack"]
    N4-->N5["Claims console /coverage/claims
file / submit / status, note required to settle or deny
MBG-forfeit warning shown BEFORE an in-window filing"]
  end
  subgraph AUD["Consulate audit"]
    A1["Append-only: email + time + message-id"]-->A2["Exportable evidence"]
  end
  K5 ~~~ M1
  M5 ~~~ N1
  N4 ~~~ A1