User guide

1. About this platform

This is the officer portal for the ECOWAS Brown Card Scheme — the claims platform that member countries, National Bureaux and insurers use to take claims, capture evidence to an evidentiary standard, and give regulators oversight of the whole scheme. This deployment is operated by ECOWAS BROWNCARD PS.

Cover is resolved, never owned. Policies stay in the register that issued them: when a claim is opened, that register is asked for the cover, and its answer is shown on the claim with where it came from and how old it is. The platform is role-based: what you can see and do depends on your role and your institution, so your workspace only ever shows the parts your role is permitted to use. Where a screen below is missing for you, your role does not carry that permission, or the feature is not enabled here.

2. Getting started

• Sign in with the account your organisation gave you. Where the deployment runs one sign-in for each audience, the login page asks where you work — Bureaux and Secretariat, Insurers and brokers or Public authorities — and your organisation’s sign-in asks for your password and a second factor: a code from your authenticator app, or your security key. Where the deployment uses passwords here, you enter your work email and password on the login page. Your session is held in a secure, http-only cookie.
• Accounts are created for you by an administrator at your institution. You receive an email with a link to set your password and add an authenticator app: every account signs in with a second factor.
• Sessions end after a spell without activity, and a set number of hours after you signed in, whichever comes first; sign in again to carry on. When an administrator changes your role or narrows your access, you are signed out here and at your organisation’s sign-in, and sign in again with what you now hold.
• Moving between modules — signed in, the avatar menu opens the cover registry through the same sign-in, with no password to type again.
• Forgotten password — use “Forgot your password?” on your organisation’s sign-in page, or on this login page where you sign in with a password here; a reset link is emailed to you. A locked-out account is re-enabled by your institution admin.
• Security & language — from the avatar menu → Profile you set your interface language (English, French, Portuguese). Your password and two-factor sign-in are kept where you sign in: Profile links to your account at your organisation’s sign-in, or holds the forms to change them here.

1. Go to the portal login page (your administrator sends you the link).
2. Choose where you work, or enter your work email and password.
3. Enter the one-time code from your authenticator app, or use your security key.
4. You arrive at your dashboard — the home workspace for your role.

3. Finding your way around

• Left sidebar — your navigation, grouped into pillars, plus — for admins — an Administration & Integrations area. It only lists the screens your role can open, so your pillars match your job.
• Workspace — every role lands on a home workspace suited to its job. Users who wear more than one hat get a workspace switcher in the top bar.
• Top bar — page title and breadcrumb on the left; the notifications bell and your avatar on the right. The avatar menu holds Profile, this guide, and Sign out.
• Registers list every record you can see. Search by number, registration, name or date, narrow with the filters and page through the results; a search that finds nothing names what was searched, with a link back to the whole list. The audit log loads once you press Apply.

4. Institutions & how they fit together

The scheme is a hierarchy of institutions, each isolated from its peers:

• ECOWAS Secretariat — the scheme apex. Oversees every institution, sets the scheme settings, and reads the whole scheme’s data.
• National Commission (regulator, where present) — supervises the insurers in its country.
• National Bureau — the country’s bureau within the scheme, and its border authority.
• Insurance company — handles claims and captures vehicle evidence. Insurers never see each other’s data.

Visibility follows the tree. You read your own institution and everything beneath it, never institutions beside you. Writing is always own-institution only — an administrator creates the institutions directly below them and their first admin, who then manages their own staff.

Cover comes from the register. When a claim is opened, this platform asks the register that holds the policy — a secretariat, a commission or a regulator — and keeps its answer, which names the insurance company that wrote the cover. An insurer’s cover can be found here as soon as its register holds it.

5. Every role at a glance

Roles are scheme-neutral and grouped by institution. Each carries a fixed ceiling of permissions; an administrator can narrow a person further with a role profile.

Secretariat (apex oversight)

• Secretariat Admin secretariat — provisions national commissions and bureaux, manages secretariat staff and the scheme settings.
• Secretariat Analyst secretariat — scheme-wide oversight: reads the registers, reviews AI results, corrects plate reads, confirms vehicle matches, runs reports and places legal holds.
• Secretariat Auditor secretariat — read-and-attest: inspects the audit ledger and custody chain, places legal holds, exports evidence.
• Claims Adjuster secretariat — takes and handles claims at the apex, where a scheme settles cross-border cases centrally.

Any institution

Everyone can see the claims book; few can act on it. Every role reads Claims. Opening, assessing, deciding and settling are the work of the Claims Adjuster and the supervisors who review them; for everyone else the book is read-only. A Claims Adjuster can sit at an insurer, a bureau, a commission or the secretariat: the role carries the work wherever it sits. Each claim has a handler: an adjuster takes it from the unassigned queue, or a supervisor assigns it, and the handler and the supervisors work its file while the rest of the institution reads it. My claims lists the open claims you handle, each with the next statutory date it runs against. The claims register, My claims and Recourse between bureaux share one search: a claim, policy or card number or a registration, however it is spaced; a name on the claim; or the accident date. A claim your bureau’s own claims system sent in is handled in that system: its page names the system and the claim’s reference there, and its file here changes when the system sends the change.

• Integration Developer any institution — connects a partner system to this platform: issues its own test and live integration tokens, and reads the vehicles on record to check what a system sent. Carries nothing else — no staff management, and no power to act on a claim.

6. Administration & user management

Who: Platform Admin, and every institution’s Admin role.

• Create institutions — the Platform Admin creates the top-level institutions; each institution admin then registers the institutions directly beneath them and assigns each its first admin.
• Manage your team (Administration → Team) — invite staff, assign roles, send the set-up email again and remove leavers. You only ever manage your own institution’s users.
• Break-glass accounts — the deployment owner’s administrators keep a few accounts that sign in at /login/local, with a password and a second factor kept on the account, while the sign-in service is unavailable. The other administrators are emailed at each such sign-in, and it appears in their bell and under Administration → Single sign-on until one of them reviews it, within 24 hours; a use left unreviewed longer holds back the account’s next sign-in there until it is reviewed. A grant lasts 90 days and is renewed from a session signed in through your organisation’s sign-in. The administrator who grants an account, or reviews a use, has been an administrator for at least 24 hours, and no line of appointments joins them to the account’s holder; each new administrator of the owner’s institution is announced to the others by email and in their bell.
• Role profiles — define a narrowed set of permissions and apply it to a person, so you can grant less than a role’s full ceiling.
• Institution settings — your name, logo, branding, contact details, default language, two-factor (SMS) provider and AI/detection settings.

1. Open Administration → Team in the left sidebar.
2. Click Add user (top right).
3. Enter the person’s name, work email and role, then save.
4. They receive an email with a link to set their password. While the sign-in service is unreachable the Team page shows Sign-in pending; the platform keeps trying and sends it as soon as it answers.
5. To revoke access later, choose Remove in their row’s menu and confirm it — with your password, or by signing in again at your organisation’s sign-in. Their account there is disabled and its sessions end.

7. The Convention, minimum wages and UA rates

Who: the deployment owner applies the regime; the owner and bureau admins keep the minimum wages and the UA rates.

Once the owner applies the scheme’s convention, every claim carries a statutory file: its deadlines run from the facts of the accident, compensation is valued head by head on the convention’s scales, and every figure names its article. A claim keeps the rules version it was filed under.

1. Open Administration → Statutory regime.
2. Tick the member countries whose accidents the convention governs.
3. Click Apply this regime. The page shows the date it was applied.
4. Read How the text is applied: each passage that needs a reading, how the platform applies it, and why.

Minimum wages (Claims → Minimum wages). Most heads are a multiple of the annual minimum wage of the accident country, or of the higher of that and the victim’s country of residence. Wages in two currencies are compared in UA, at the rates in force on the accident date. Record each country’s figure with its currency, the date it takes effect and its source. Each bureau keeps the figures it records.

1. Open Claims → Minimum wages.
2. Choose the country, then give the currency, the annual amount, the date it is in force from, and its source.
3. Click Record. A new figure takes over from its own start date; accidents before that date keep the earlier one.

UA rates (Claims → UA rates). Material damage is settled in units of account (UA), and demands between bureaux are made in UA. Record what one UA buys in each member currency, the date the rate takes effect and its source — for example, the West African Monetary Agency’s daily rate. Each bureau keeps its own currency’s rate; the secretariat keeps the others. Where the deployment has a WAMA key, each day’s published rates are fetched from the Agency automatically, and Fetch rates brings in the latest publication, or an earlier date, at once. Every payment and every sum between bureaux converts at the rate of its own day. Each rate shows who recorded it — a person, or the Agency’s automatic fetch — and when.

1. Open Claims → UA rates.
2. Give the value of 1 UA in your currency — the secretariat first chooses the currency — the date it is in force from, and its source.
3. Click Record. A payment converts at the rate in force on its own date, and keeps that rate.

8. Where cover comes from

Who: everyone who handles a claim; oversight roles read it scheme-wide.

Cover belongs to the register that issued it — a secretariat, a commission or a regulator. When a claim is opened, this platform asks that register for the policy on the number the claimant holds, and the claim keeps the register’s answer: what it said, when it said it, and a fingerprint of the answer. A later change at the register leaves a claim already opened as it was.

• On the claim — its Cover shows the register’s answer, when it was given, and whether the cover ran on the accident date.
• Insurer — the company that wrote the cover, as the register named it, and the member state its register belongs to.
• Age is a fact about the connection — cover shown here always says where it came from and when. An old answer tells you about the link to the register, never about the cover itself.
• Asked for every claim — Open claim asks the register afresh each time, so a claim opens on what the register says that day, wherever in the scheme the policy was written.

9. Opening a claim

Who: Claims Adjuster at the bureau handling the accident. Every other role reads the claims book.

A claim is opened against the cover the register gave. The Claims register lists your institution’s claims, and each row’s ⋮ menu goes straight to one area of the claim’s work: Open claim, Record incident evidence, Update facts, Assess and value, Offers to the victim, and Bureaux and disputes.

1. Open Claims and click Open claim.
2. Keep the generated claim number, or tick Use my own FNOL / claim number.
3. Under Which number do you have?, pick the policy number, the card number or the vehicle registration, type it and click Find cover. The register that holds the policy is asked for it; the claim is filed only when you open it.
4. Read what the register returned. For a policy it holds: the card number, insurer, policyholder, vehicle, status and term. To try another number, click Use a different number.
5. Give When the accident happened — the cover is tested against that day, and every statutory clock runs from it.
6. Click Open claim on followed by the policy number, or by the number you typed. The claim opens as Reported, and its Cover panel shows what the register said and when.

Branches

• The register holds no cover under that number — the form says so. Check the number, or search on another: the card number or the registration. To take the claim on that number, give the accident date and open it: the claim keeps the register’s answer, and its first screen shows No cover on record.
• The register cannot be asked — the form says the cover cannot be confirmed yet. Open the claim: its cover shows as Unconfirmed, the register is asked again until it answers, and the answer is filed under the claim. Where no register is set, an administrator sets one under Integrations → Policy register.
• The register returns the policy without a registration — the claim opens on the policy with no vehicle linked.
• The cover did not run on the accident date — the form shows the term the register gave beside the date. Open the claim: it records the cover as not in force on that date, and its first screen says so. Decline the claim or pursue it on the file; the share of an uninsured vehicle is met by the Motor Guarantee Fund of the country of the accident (Art. 75).
• A claim for this accident is already open — when a claim on the same cover or vehicle has the same accident date, the form names it and asks why you are opening another: a second victim of the same accident, for example. The reason is kept on the new claim and shown on its first screen. Claims on the cover for other accidents are listed beneath.
• Photos from the scene — Record incident evidence opens the capture with the claim and its vehicle filled in; submitting attaches the evidence to the claim and brings you back to it.
• Oversight — the Secretariat reads every claim in the scheme; its menu opens the claim to read.

10. Facts, requests and deadlines

Who: Claims Adjuster (Update facts). Everyone who reads the claim sees the deadlines.

The statutory clocks run from the facts on file, so record them first. Each date you add moves the deadlines with it.

1. From the claim, choose Update facts.
2. Under Facts on file, give the date, place and country of the accident, the victim’s country of residence, and the bureau that issued the card: the bureau of the member state whose card covered the vehicle. While the card is being traced, save the dates and choose the bureau once it is known.
3. Add each date as it happens: the insurer told of the accident, the police report — its reference, the day the police drew it up and the day it reached the file, within two months of the accident (Arts. 31, 81) — the beneficiaries’ documents complete, the final medical report, the victim’s request and its answer, and any medical examination. Each is a day up to today; a medical examination may be planned ahead.
4. Tick what applies: the victim lives abroad (a month more for the offer and for the victim’s answer), an objection to the insurer’s physician or diverging reports (a month more each), protracted recovery (ten years to bring an action).
5. Click Save. The file is pinned to the rules version in force.

Requests for information. Click Add a request, give the day it was presented to the victim, choose whom it is addressed to — the victim (Art. 41) or a claimant on a death (Art. 42) — and tick each particular and document asked for. Record each item as Received or No longer needed on its day. The request shows when the answer is due, when the offer clock stands still and since when (Arts. 50, 51, 54), and, after part of an answer, the day to ask again for what is missing (Art. 52).

Statutory deadlines — each shows its due date, its state (Running, Met, Missed or Suspended), how it runs and its article:

• Accident report — two months from the accident (Arts. 31, 81).
• Notice to the insurer — one month from the accident; a late notice suspends the offer clock for as long as it was late (Art. 48).
• Answer to the victim’s request — 15 days (Art. 32(8)).
• Offer of compensation — six months from the accident for an injury (Art. 32(1)); for a death, one month after the beneficiaries’ documents are complete and at most six months after the death (Art. 32(2)).
• Definitive offer — two months from the final medical report (Art. 32(6)).
• Victim’s time to reject — 15 days from acceptance (Art. 36); Payment — 15 days after that window closes (Art. 37(1)).
• Time to bring an action — five years from the accident (Art. 57), ten when recovery is protracted or the victim died. Once it has run out, the claim says so at the top of its page, and Open claim warns as soon as the accident date is that old.

Branches

• Your own bureau as the issuing bureau, or an accident in the issuing bureau’s country — refused. A claim runs between the bureau of the country of the accident and the bureau of the member state that issued the card: choose that bureau.
• An accident outside the member countries — refused; the regime governs the countries the owner ticked.
• After notice to the issuing bureau — that bureau stays named on the file.

11. Liability and valuation

Who: Claims Adjuster (Assess and value).

Record who bears the loss, then value the claim. Each valuation is kept: the newest is the one offers are checked against.

1. From the claim, choose Assess and value.
2. Under Liability, give the share borne by the insured and why (Art. 75). Where fault cannot be established, each driver bears half (Arts. 28(a), 76); where the other party is uninsured or unknown, the other share falls to the Motor Guarantee Fund.
3. Under Valuation, choose Injured victim, Deceased victim or Material damage, fill in what the file shows, and click Value the claim.
4. Read the result: Valued in full, the Insured’s share, and what is Payable, with every head, how it runs and its article, and the minimum wages it used, each with its country, the date it is in force from and any UA rate it was read at.

• Injured victim — medical expenses (Art. 59(2)), temporary incapacity (Art. 60), permanent incapacity by points on the annex scale (Art. 61(a)), sentimental loss from 80% incapacity (Art. 61(c)), pain and suffering on the convention’s scale (Art. 63), and the other heads where the file shows them.
• Deceased victim — funeral expenses (Art. 65), sentimental loss for each close relative (Art. 67), and loss of dependency for each dependant, capitalised on the annex tables (Art. 66). Add each beneficiary with relationship, age and sex.
• Material damage, in UA — repair or replacement less residual value, loss of use, towing, surveyor’s fees and the accident report fee, each within its cap (Art. 85).

Branches

• No minimum wage on record for the accident country on the accident date — refused, naming the country. Record it under Minimum wages and value again.
• No UA rate on the accident date for a currency the two wages are in — refused, naming the currency and the date. Record the rate under UA rates and value again.
• A deceased victim with no date of death on file — refused; record the date of death under Update facts first.
• A figure changes — value the claim again; the new valuation takes over and the earlier one stays on file.

12. Offers, answers and payment

Who: Claims Adjuster (Offers to the victim), recording the claimant’s answers as they arrive.

1. From the claim, choose Offers to the victim, then Record an offer.
2. Choose Provisional or Definitive, the valuation it answers — which sets its currency — the compensation offered and the date it was made.
3. Under Benefits from third-party payers, add each payment the victim already received from a social-security fund, an employer or a mutual, with its statement reference. The form shows the net amount due to the victim.
4. Choose who the letter is addressed to — the victim, their guardian or family council, or the beneficiaries — with their name, the language of the letter, the claims manager in charge and any limitations or exclusions with their reason. Click Record offer.
5. Under the offer, click Offer letter to download the letter to send. It sets out each head of claim, the third-party payers’ benefits and the net amount due, the victim’s rights (Arts. 33, 43) and, in a box of its own, the 15-day right to denounce the settlement (Art. 36), followed by the settlement agreement for signature.
6. When the claimant answers, choose Accepted, Refused or Denounced, give the date — and the reason for a refusal or a denunciation — and click Record.
7. Once the money is paid, give the amount paid — up to what is left of the accepted amount — and the date paid, and click Record payment.

The claim follows its offers. An accepted offer makes the claim Approved at that amount; a denunciation, or a new definitive offer, returns it to Adjusting until the claimant answers; once every settlement, and any interest on its late payment, is paid in full it is Settled. A definitive offer replaces every earlier offer on the same valuation head, which then shows Replaced by the definitive offer.

Branches

• An offer below what Art. 61 awards — refused, with the minimum the latest valuation allows (Art. 32(3)).
• An offer above the valuation it answers — the form says by how much before you record it, and the offer shows it afterwards. A negotiated figure above the valuation is recorded as offered.
• An offer below the valuation it answers — the form says by how much and asks for the limitation or exclusion adopted and its reason; the offer shows both, and the letter states them (Art. 44).
• A minor or a protected adult — address the offer to their guardian or family council (Art. 35). The letter says so and that the payment is notified fifteen days ahead.
• Benefits from third-party payers greater than the compensation — refused: the net amount due is what remains after them (Art. 47).
• A file recorded after the fact — the liability finding, the valuation, the offer, the answer and the payment each take the date it happened. Liability and the valuation are dated from the accident to today, and an offer on or after the day of the valuation it answers.
• A settlement in UA — the victim is paid in the money of the accident country at the UA rate in force on the payment date, and the payment shows both figures and the rate. With no rate recorded for that date, the payment is refused until an administrator records one under Claims → UA rates.
• The claimant refuses — record the reason and make a new offer.
• More than one head — an injured victim and the vehicle, say — each is offered, answered and paid on its own, in its own currency; each payment form sits under the offer it pays.
• The claimant denounces an accepted offer — within 15 days of acceptance (Art. 36), paid or not; the offer shows the date the window closes. A settlement paid inside the window is settled, the claim still takes the denunciation until that day, and the payment form says so before you pay.
• A late offer — it carries interest at twice the prevailing bank rate (Art. 34). The form asks for that rate and records the interest with the offer.
• Paid after the Art. 37(1) date — interest of 5% a month is due to the victim (Art. 37(2)). It shows under the settlement on the payments page; once it is paid, record it with Record interest paid.

13. Between bureaux: notice, recourse and arbitration

Who: Claims Adjusters at the handling bureau and at the issuing bureau (Bureaux and disputes; Claims → Recourse between bureaux), and each bureau’s Finance Officer and administrator for the money that moves between them.

The handling bureau settles the claim and recovers the cost from the bureau that issued the card. Notices are made on a material-damage valuation in UA (Arts. 79, 82). A demand reclaims what was paid on the claim — injuries and deaths included — each payment at the UA rate of the day it was paid (Art. 83).

1. From the claim, choose Bureaux and disputes, then Notify the issuing bureau.
2. Pick the material-damage valuation — the Settlement (UA) defaults to its payable total — give the date notified, or leave it for today, and click Notify the issuing bureau. The notice reaches the issuing bureau at once, and its time to answer runs from that day; a day you give is shown beside it.
3. The threshold is read against the material damage of the whole accident — every claim on it under the same card. Below 3,000 UA the handling bureau settles and the issuing bureau has one month to reject; at 3,000 UA or more the issuing bureau approves before any payment on the accident, within three months (Art. 82). The issuing bureau records its Answer — Approved, or Rejected with the reason — dated from the notice up to today, and the time it was recorded is kept beside it. An answer recorded after it was due reads Late to both bureaux and on Oversight, and a rejection after that day leaves the issuing bureau bound to repay what was paid (Art. 83).
4. Once the claim is paid, click Raise the demand. The form lists each payment with its UA at that day’s rate; the demand asks for their total or less. Criminal fines your bureau paid for the insured are stated beside the demand and never reclaimed. Reimbursement is due within 30 days. Interest of 3% of the amount settled runs for each completed calendar month, from the later of the due date and one month after notification (Arts. 78, 83).
5. Both bureaux follow the demand under Claims → Recourse between bureaux, priced as at today: what was demanded, what was repaid and what is still owed, in UA and in the money the claim was paid in at the rate of the day paid — sent in that money, the figure owed clears the demand. A bureau reads what it is owed and what it owes as separate totals, each aged by days since notification. A demand the owing bureau rejected that no award has upheld is shown as disputed, beside owed today and outside it and its ageing. Filter by status, by the bureau owed or owing, and by the period the claim was opened in. A demand unpaid after its 30 days shows its days overdue; filter the register on Overdue to list them. Open a demand to read how it was priced and to act on it.
6. Claims → Accounts between bureaux sets the demands between your bureau and each other bureau against each other, as at the day you choose: what it owes you, what you owe it, and the net position, in UA and in both bureaux’ own money at that day’s rate. Open an account for its statement of a quarter — the opening balance, each demand raised with its handling fee, the interest of the quarter, each receipt, each arbitration award and the closing balance — and Export CSV or Export PDF (English, French or Portuguese) to send it to the other bureau, which reads the same figures. The Secretariat reads every pair.

Handling fee and immediate payment. Tick Claim the handling fee when raising a demand: the fee follows the rule in force on the day of the demand — a percentage of what the accident settled, up to a ceiling, or a flat fee where nothing was paid in the end (Inter-Bureau Agreement, Art. 7) — reckoned on the whole accident and owed beside the amount settled, without interest. A claim closed with nothing paid can be demanded for the flat fee alone. Where the claims on an accident reach the immediate-payment threshold in force and the issuing bureau has approved, choose Immediate payment of the settlement (Art. 12(e)): the demand asks for the settlement accepted and is due within 30 days of the request. The rules in force are listed on the statutory regime page.

The owing bureau sees what it owes and can reject an outstanding demand with its reason; the demand then shows Repudiated. It records each repayment it sends — amount, currency, date and reference — and the bureau owed confirms it when the money arrives, or marks it not received. The bureau owed records each receipt with the amount, the currency it was paid in, the date paid, how it was paid and the reference. A part payment is recorded the same way, and receipts add up; one above what is outstanding is refused. Money in the currency the claim was paid in converts at the demand’s own rate, so the figure shown as owed in it clears the demand; money in any other currency converts at the UA rate of the day it was paid. Interest on what it repays stops that day. A receipt recorded in error is reversed with its reason and stays on the record. The demand reads Reimbursed once the amount settled and its interest are repaid.

Paying a demand: settlement instructions. Under Claims → Settlements between bureaux, the owing bureau’s finance officer or administrator makes an instruction to pay the bureau owed: choose the bureau, tick the demands it pays — in full, or name a part — and, to pay the balance, tick demands that bureau owes yours to set them off. The amount is in the money of the bureau paid, at the UA rate in force that day, into the account its finance officer or administrator recorded under Receiving accounts and a second person there confirmed. Another finance officer or administrator of the owing bureau — someone other than the person who made it — approves it. Once approved, download the payment order as PDF or CSV, make the bank transfer, and record it sent with the bank’s reference. The bureau paid’s finance officer confirms the money arrived: each demand then takes the repayment and the receipt, dated the day the money was sent, and the register shows it. PAPSS is listed beside the bank transfer and reads not connected until the platform is connected to it. An instruction is cancelled before it is sent, or recorded failed if the bank returns the money.

Arbitration. A dispute between bureaux can go to arbitration at any stage (Art. 77). Either bureau clicks Open a dispute and says what is disputed. The President of the Permanent Arbitration Commission designates three arbitrators to it, and each records a decision — Upheld, Dismissed or Varied — with its amount, currency and reasons. When two agree, their decision is the award: final and binding, shown on the claim to both bureaux, who are notified.

A demand before the Commission. Referred by the bureau owing, a demand stops carrying interest on the day of the referral, as on a rejection: an award that upholds it is paid at that day’s figure, one that dismisses it leaves nothing owed, and one that varies it leaves its own sum owed. Referred by the bureau owed, its interest runs on until the bureau owing rejects or repays it (reading R25). The form says which before you send it, and the demand states it afterwards.

Arbitration deposits. Under Claims → Arbitration deposits each national bureau’s deposit with the Secretariat shows the amount the General Assembly set, what the bureau holds and any shortfall (Art. 77). The Secretariat records money lodged, refunded or forfeited to carry out an award, and calls on a bureau to restore its deposit; the bureau has thirty days from the call. Each bureau reads its own deposit. An entry recorded in error is reversed with its reason and stays on the record.

Branches

• Figures in your own currency — every UA figure on the claim — valuations, offers and notices — also shows in your bureau’s currency, at the latest rate. A demand shows in the money the claim was paid in, at the rate of the day it was paid, and in your own currency at today’s rate where that is another money.
• No material-damage valuation yet — the notice asks you to value the material damage first (Art. 79).
• The issuing bureau rejects — the rejection is recorded with its reason. The handling bureau can still raise its demand and take the dispute to arbitration.
• An award upholds a repudiated demand — the demand opens for payment again, and the bureau owed records the reimbursement at the awarded amount.
• What each bureau reads — the issuing bureau reads the whole claim — its statutory file, the incident evidence with its photographs, AI reading and evidence report, and the demand — and answers the notice and any dispute. The handling bureau works the file.

14. Vehicle intelligence & AI

Who: analysts, supervisors, officers and inspection staff.

• AI plate reads — automatic licence-plate recognition you can confirm or correct.
• Identity matching — vehicles are matched on several signals, such as the plate with the VIN or the photos; you review and record the match decision as a separate record.
• AI insights — damage and base-vs-incident comparisons that support the decision a person makes.

1. Open a vehicle from Vehicles, or a capture from its claim.
2. Review the AI plate read; if it is wrong, correct it.
3. Review the identity match (multi-signal), then confirm or adjust and record the decision.
4. Your correction is saved as a new, append-only record — the original AI output is kept.

15. Oversight, reports, audit & legal holds

Who: analysts, supervisors, auditors and regulator viewers.

• Oversight — the claims across your subtree: how many there are, how many are still open, and the claims by status; what was paid in the period, in UA with each payment at the rate of the day it was paid; and Paid by bureau and half-year, each bureau in its own money with its value in UA. The page states when its figures were computed.
• Claims analytics (the claims Dashboard) — for the date range you choose: claims opened, open and settled; amounts valued, each currency on its own line with UA also shown in your own money; the amount paid, in UA with each payment at the rate of the day it was paid, and the rates used; time from first notice to payment; statutory offers and payments made on time; accident countries against issuing bureaux; demands owed between bureaux; and the insurers claimed against.
• Reports — the claims register for a period, one row per claim with its bureaux, heads, amounts valued and paid, and any demand between bureaux. Filter by bureau, head of claim and status. Paid in total is in UA, each payment at the rate of the day it was paid; Paid in the period beside it is the Oversight figure for the same days.
• Audit ledger — the hash-chained custody trail, where auditors verify the chain. A legal hold keeps evidence beyond normal retention; an auditor places it through the API (`POST /api/legal-holds`).
• Audit log — the record of inbound integration requests and platform actions.

1. On the Dashboard, set the date range to scope every figure to a period.
2. Open Oversight to read the claims totals — every claim, those still open and the amount paid — the claims by status, and each bureau’s payments by half-year. For a half-year’s figures, set From to 1 January or 1 July and To to 30 June or 31 December.
3. Open Reports, set the period and filters and press Apply to list the claims; Export CSV saves the whole register, and Export PDF saves the period’s analytics in English, French or Portuguese.
4. To preserve evidence for an investigation, find the capture in the Audit ledger and place a legal hold on it through the API.

16. Platform health, data export and member countries

Who: the administrators of the institution that runs the platform for platform health; every institution administrator for the data export and member countries.

• Platform health — each service’s status from its latest probe (API, worker, database, evidence store and its object lock, event queue, mailer, PDF service), its uptime over 24 hours, 7 days and 30 days against the availability target, the policy register’s last answer and the age of the mirror, each integration key’s last call, the last backups, the custody ledger’s last Merkle anchor and integrity check, and the incidents register.
• Data export — your institution’s claims data in CSV or NDJSON: claims, people, vehicles, cover, offers, payments, the demands and settlements between bureaux you are party to, and the evidence references with their custody ledger. Every file carries a SHA-256 in manifest.json, with a data dictionary; the manifest is signed when the deployment holds an export signing key. Every export is recorded in the export log.
• Member countries — each member state’s participation in the regime by date (joined, active, suspended, withdrawn) with who recorded each change, and its onboarding settings: currency, languages, bureau contacts, go-live date and claims-system connection. A claim on a card from a country not taking part on the accident day is opened like any other and shows that country’s status on that day.

1. Open Platform health and press Check now to probe every service at once; a service the worker has stopped reporting on reads Not reporting.
2. Record an incident with Record an incident: its severity, the services affected, when it started and the helpdesk ticket it is followed in. Resolve it on its page once the service is back.
3. Open Data export, choose the format and, if you want, the period the claims were opened in, and press Export. Keep the downloaded archive whole.
4. To check an export, extract it and choose all its files on Verify an export: every file is compared with its SHA-256 in your browser, and the manifest’s signature and record are checked by the platform.
5. In Member countries, open a country to record a change of participation from a day, with the decision it rests on, or to set its onboarding settings.

17. Integrations — connecting a partner system

Who: institution Admins and the Integration Developer.

A partner system — an insurer’s or a bureau’s claims system — connects directly to this platform to submit claim evidence photos, read back the evidence and its AI damage reading, and be told when a report is ready. Cover is read from the policy register an administrator sets under Integrations → Policy register.

• Integration tokens (Integrations → Integration keys) — issue a token, scope it to what it may do, and revoke it when it is done. The token is shown once.
• What a token can reach — Send claims in (`claims:write`), Read claims back (`claims:read`), Submit vehicle evidence (`evidence:write`), Vehicle evidence & claim intelligence (`evidence:read`) and Event webhooks (`webhooks:manage`).
• Developer guide — the sequence to follow, endpoint by endpoint, with worked request and response bodies.
• API reference — the machine-readable specification, with every endpoint runnable from the page.

1. Open Integrations → Integration keys and click Issue a new key.
2. Name it after the system that will use it.
3. Tick only the modules it needs — to submit photos, Submit vehicle evidence; to read them back, Vehicle evidence & claim intelligence.
4. Save and copy the token now — it is shown only once.
5. Follow the developer guide for the call sequence, and the API reference to try each endpoint.

• Evidence is written once — a second upload for the same vehicle adds a new version and keeps the originals, each with its own custody record.
• The AI reading follows the upload — the report reads `PENDING` until the analysis completes; poll it, or register a callback or a webhook to be told.
• A call without a valid token is refused (HTTP 401); a token without the module for that call is refused (HTTP 403).
• Every capture submitted opens from its claim, with its photos, custody record and AI reading.

An Integration Developer can do all of this without being an institution admin: the role carries token management and the reads needed to check a submission landed, and nothing else.

18. Evidence integrity & data isolation

The platform enforces evidence-grade guarantees you can rely on in disputes:

• Append-only / immutable — photos, metadata, AI output and decisions are never overwritten; corrections are new records and the original always survives.
• WORM storage — originals are written once and cannot be changed or deleted, with separate cryptographic and perceptual hashes.
• Hash-chained custody — each custody event links to the last, so any tampering is detectable.
• Tenant isolation — row-level security walls off each institution’s data; you see beneath you in the tree, never beside you.

19. Accidents declared by the public

Who: Claims Adjusters and supervisors at the bureau of the country of the accident. The Secretariat reads every bureau’s declarations.

A victim, a driver or a witness declares an accident on the public form at /declare, with no account: the date and place, the vehicles (the registration, and the card number if they know it), what happened, how to reach them and up to five photos. The declaration goes to the bureau of the country of the accident and appears in Accident declarations. The declarant receives a reference (DCL-…) and a follow-up link.

1. Open Accident declarations. The ones waiting for a decision are listed first.
2. Open a declaration to read it in full: the accident, the vehicles, the description, the declarant’s contact details and the photos.
3. To take it on, select Open a claim from this declaration. The claim form opens filled in from the declaration: ask the register for the card or the registration and open the claim as usual. The declaration then shows the claim, and the declarant is told.
4. To close it without a claim, open Close without a claim, choose the reason and write a note for the file. The declarant reads the reason’s name; the note stays with the bureau.
5. Under Follow-up link, Stop the link if the declarant says someone else has it, and Send a new link to send a fresh one to their phone or email.

With the follow-up link the declarant reads where the declaration stands and, once a claim is opened, the claim’s stage and next step. That is all the link shows: the file’s notes, amounts and other people’s details stay with the bureau.

20. Fraud signals

Who: everyone at the institution that holds a claim reads its signals; Claims Adjusters and supervisors review them. The Secretariat reads every bureau’s.

A fraud signal is a pattern across the claims on file that is worth checking: a card reported as fake, no cover under the number or cover not in force on the accident date, an accident close to the start or end of the cover, the same vehicle or person on another claim within a short time, one account given for unrelated people, the same document on two claims, or a claim declared long after the accident. Each names the rule and its version, and the facts it read. A signal is decision support: the claim proceeds as usual whatever it shows.

1. A claim with signals says so on its first screen. Select Review signals, or open Fraud signals for every signal on your institution’s claims.
2. Read each signal’s reason and the claims behind it. A claim at another bureau is shown only as a claim at another bureau, unless you can read it.
3. Record your review: No concern, Concern or Referred for investigation, with what you checked and found. The review keeps the signal as you saw it; when its facts change, it waits for a new review.
4. If the card looks fake, open Report a suspected fake card, give the number and what you noticed, and select Report the card. The report is kept on the claim and sent to the cover registry once its report address is connected.

Reviews and reports are kept on the claim as they were made, with who made them and when.

21. Personal data requests

Who: each institution’s administrator answers requests and corrects details; its auditor reads them.

A person may ask what the claims hold about them, have a detail corrected, or object to its use. Personal data in the menu finds them on the claims your institution can read — by name, phone, email, identity document or claim number — and keeps the log of their requests. Each request is answered within 30 days of the day it was received.

1. Select Log a request: its type, the person’s name as they gave it, how to reach them and the day it was received. The request gets a DSR- reference and the day its answer is due.
2. Find the person with Find a person. Their page lists the claims they are on and as what, and every detail those claims hold about them.
3. Select Export JSON or Export CSV to give the person a copy of their records, and choose the request it answers. Each export is logged with its fingerprint (SHA-256).
4. To correct a detail, choose the record and the detail, write the correct value and why, and select Save correction. The correction records who made it, when, why, and the value before and after.
5. Close the request with its outcome: Complete or Refuse. A request about a claim another bureau handles goes there with Route, and that bureau takes it on with the same due day.

The people on a claim — the victim, the beneficiaries of a deceased victim and the drivers — are recorded on the claim beside the vehicles and property at the scene, by the people who work its file. A person on the claim, and the owner of a vehicle or property, are corrected where they are recorded. An offer and a register’s answer keep their words as given, and a correction is filed beside them.

22. Getting help

Help & support in the menu is where you raise a support ticket and follow it until it is closed. The support desk answers each ticket within the time its severity sets, day and night.

1. Choose Report a problem in your account menu (top right) on the page where the problem appears. The ticket notes that page, and the claim when you are on one.
2. Give it a title, a category and the severity you believe it has; describe what you did and what happened, and attach a screenshot if it helps.
3. Select Raise ticket. You receive a reference (TKT-…) and the time it was raised, and the ticket shows its deadlines for intervention and resolution.
4. Follow the ticket in Help & support and reply on it there. When the support desk resolves it, check the fix: Accept and close, or Refuse the fix to send it back.

Your institution’s administrators see the tickets raised in your institution. Account problems (locked out, lost two-factor device) are resolved by your own institution’s admin from Administration → Team.