Claim & appeal process

Below is a clear and concise explanation of the claim and appeal process, outlining the necessary steps for users to file a claim, the review process conducted by the admin and Lead Assessor, the voting and decision-making procedures, and the subsequent actions upon approval or denial of a claim.

Step-by-Step Process: Filing a Claim

1. Submission of Claim

   • Description: Users initiate the process by submitting a claim.

   • Objective: The user seeks a review and potential compensation or resolution for their issue.

   This phase involves the creation of the claim on the blockchain and submitting the necessary information such as claim description, claim and loss amount, claimer wallet address, etc. An assessment fee is paid which is 10% of the cover cost fee.

2. Admin Review

   • Description: The admin assesses the claim to determine if it should proceed.

   • Outcomes:

     • Denied: The process halts here, allowing the user to file an appeal to contest the decision.

     • Approved: If approved, the Lead Assessor begins an investigation.

3. Investigation by Lead Assessor

   • Description: The Lead Assessor investigates to gather additional information about the claim.

   • Objective: Findings from this investigation guide the final decision on the claim.

   During this stage the Leader Assessor receives the submitted claim and starts investigating it, resulting in a claim report containing the following information trust score, loss category, loss amount, and report statement (description).

4. Initiation of Voting

   • Description: The Lead Assessor submits an investigative report, triggering the voting process.

   • Note: Voting commences irrespective of investigation outcomes.

   After the submission of the claim report by the Leader Assessor, the Admin will start the claim vote by creating a claim poll where the core members' votes will be associated.

   The poll is a substitution for the proposal in the old flow, however, the poll is created off-chain and only contains information such as:

   • vote starting time (3 days)

   • vote ending time

   • status (voting at the poll creation, progressing when the voting has ended and needs to be pushed on-chain by the admin and lastly succeeded or failed based on the final result)

   • claim Id

   • claim appeal id (in case of the appeal)

   It is important to note the above information won’t be filled by the Admin, the system will be able to set by default and the claim information is directly used in the poll title and description.

5. Voting by Core Members

   • Description: Core members of the organization cast their votes on the claim.

   • Duration: Voting period extends for 3 days.

     • Voting Period is satisfied by either: 3 day voting window or full Core Governance voting submission

   At this phase, only Core Members can see active claim polls and will be able to cast votes, given the voting power system is no longer in place, all the core members possess the same amount of vote points.

6. Finalization of Votes

   • Description: The admin compiles and submits the votes for on-chain validation.

   • Objective: Votes determine the approval or denial of the claim.

   Once the voting has ended, only the Admin can push all the off-chain cast votes on the blockchain where they will be associated with the on-chain claim ID to verify the result on the chain.

7. Implementation of Decision

   • Description: Based on voting outcomes, the admin announces the final decision.

   • Outcomes:

     • Denied: User membership is reinstated with an option to file an appeal.

     • Approved: Admin proceeds with the requested payment or action.

8. Processing of Payment

   • Description: In case of approval, the admin initiates payment processing or necessary actions.

   • Objective: Users receive the compensation or resolution requested in their claim.

9. Initiate an Appeal

   To initiate an appeal for a filed claim, the claim must be in its final state. Once an appeal is filed, it undergoes a process similar to the initial claim process, involving administrative review, investigation by the Lead Assessor, and voting steps. User doesn't need to pay assessment fee for an appeal.

This process ensures that appeals are handled systematically and fairly, allowing for a thorough review and decision-making process after the initial claim has been concluded.