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["Rehearsal: hold, slide-cancel, slide-end"]
    REH-->DOC["Documents offer: passport + EID or letter"]
    DOC-->CHK{"On-device check passes?"}
    CHK-->|retry|DOC
    CHK-->|3 tries used|ESC["Gallery upload or continue → ops"]
    CHK-->|pass|DONE2[Set up]
    ESC-->DONE2
  end
  DONE2-->ACT["Active (notification tier live immediately)"]
  ACT-->PVW["Profile Verification Window 30d
insurance live day 31 if verified + policy"]
  ACT-->ARM0{"Detained — arm from…"}
  ARM0-->|phone|ARM["Hold-to-slide"]
  ARM0-->|watch|ARMW["Wrist arm → phone-relay"]
  ARMW-->ARM
  ARM-->HOLD["Pre-dispatch: slide to cancel (~10s)"]
  HOLD-->DISP[Dispatch fires]
  DISP-->LOC["Background location streams (realtime)
until case-end or battery dies"]
  DISP-->TL["Live STATUS TIMELINE (not chat-first):
reaching → firm assigned / ops-direct"]
  TL-->MSG["'Message us' → one-tap chat, or ops phone backup"]
  DISP-->ENDC["Slide to end (biometric/PIN)"]
  

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, visible to subscriber + ops"]
  

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-->T{Shield/Family insured?}
  T-->|yes, post-window|PK["Receive insurance pack from ops"]
  PK-->CL["Initiate claim: 100k legal + 50k bond"]
  T-->|no|WORK["Notification-only case"]
  OPD-.->|ops can hand back|N
  

flowchart TB
  TRIG[Case triggers]-->NAT{Nationalities to notify}
  NAT-->P["Primary nationality"]
  NAT-->|if added|S2["Second nationality"]
  P-->Q1{Consulate in UAE?}
  S2-->Q2{Consulate in UAE?}
  Q1-->|yes|E1["Auditable email: detained, being assisted"]
  Q1-->|no|NF1["Nearest consulate + ops flag (labelled)"]
  Q2-->|yes|E2["Auditable email"]
  Q2-->|no|NF2["Nearest + ops flag"]
  E1-->DEL{Delivered?}
  E2-->DEL
  DEL-->|yes|STORE["Stored: body + time + message-id (member-viewable)"]
  DEL-->|bounce|RETRY["Ops alert + retry + alternate contact"]
  

flowchart TB
  SU["Shield / Family Shield purchase"]-->SEND["Ops sends client details + payment"]
  SEND-->ISSUE["Insurer issues policy number"]
  ISSUE-->WIN["ELA: 30-day Profile Verification Window"]
  WIN-->LIVE{"Day 31 and docs verified?"}
  LIVE-->|claim before|BLOCK["Claim blocked (in window)"]
  LIVE-->|yes|COV["Insurance live"]
  COV-->CASE["Live insured case"]
  CASE-->CLAIM["Firm initiates claim with pack"]
  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 / notification-only
framed as a match, no insurance price"]
  E1-->|dismissed or clean|PAYS["Charge Shield at checkout"]
  SOLO-->|family|ROSTER["Roster: 2 adults + 2 dependants
Family Shield = flat 7,000, covers up to 4 eligible"]
  ROSTER-->MIN["Guardian declares priors for minors"]
  ROSTER-->SELF["Primary self-attests"]
  MIN-->PAYF["Charge flat 7,000 at checkout
(do not wait on a slow 2nd adult)"]
  SELF-->PAYF
  NOTE-->PAYE["Charge Essential"]
  PAYS-->ACT["Active (notification tier immediately)"]
  PAYF-->ACT
  PAYF-->|invite 2nd adult|ADULT2
  PAYE-->ACTE["Active — notification-only
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 notification-only
flat price unchanged, nothing to refund"]
  ACTV-->WIN
  

flowchart TB
  START["Priors gate passed
insurance tiers selectable"]-->PAY["Charge at checkout
Shield 3,250 or Family 7,000"]
  PREKNOCKOUT["Recorded prior during onboarding"]-.->NA["not_applicable
Essential only; tiers hidden"]
  PAY-->SPLIT{Member path}
  SPLIT-->|solo Shield|SOLO["Primary member record"]
  SPLIT-->|Family primary or minor|FAM_READY["Named member present at checkout"]
  SPLIT-->|Family 2nd adult not ready|INVITE["Invite sent
adult self-attests later"]
  SOLO-->PROFILE{"Profile complete and clear?"}
  FAM_READY-->PROFILE
  INVITE-->PENDING["pending_profile_resolution"]
  PENDING-->ATTEST{"Adult self-attests"}
  ATTEST-->|recorded prior|EXCLUDED["excluded
notification-only; flat 7,000 unchanged"]
  ATTEST-->|clean or dismissed|PROFILE
  PROFILE-->|flagged / unclear / expired / missing consent|PENDING
  PROFILE-->|clear|WINDOW["pending_profile_window
30-day window"]
  WINDOW-->|day 31|POLICY["pending_policy_assignment"]
  POLICY-->|policy number assigned|ACTIVE["active
coverage attached"]
  POLICY-->|underwriting exclusion|EXCLUDED
  POLICY-->|admin failure|ESCALATE["Ops escalation"]
  ESCALATE-->POLICY
  ACTIVE-->FRAUD{"Fraud / misrepresentation?"}
  FRAUD-->|yes|VOIDED["voided
coverage never valid"]
  FRAUD-->|no|KEEP["No void action"]
  ACTIVE-->|refund / cancellation / renewal fail / removed|CANCELLED["cancelled
ended prospectively"]
  

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)"]
  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 + Escalate-now"]
    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 setup"]
    N1["Enter policy number: confirm-on-save + read-back"]-->N2["Starts verification window"]
    N3["Firm accepted + confirmed"]-->N4["Send insurance pack"]
  end
  subgraph AUD["Consulate audit"]
    A1["Append-only: email + time + message-id"]-->A2["Exportable evidence"]
  end
  K5 ~~~ M1
  M5 ~~~ N1
  N4 ~~~ A1