Filing a claim should feel like sending a WhatsApp message — short, on your phone, and answered fast. Here's what the four channels actually do, and what we ask for.
1. The app
Open your portal, tap Claims → + File a claim. Pick the claim type, enter the amount lost, describe what happened in 2–3 sentences, attach any evidence you have (police report, SMS screenshot, store receipt). The form takes under two minutes.
2. WhatsApp
Send claim to our WhatsApp number and the bot will walk you through the same questions. No app install needed — useful when you're at a police station and want to file while everything's fresh.
3. USSD (*123#)
For feature-phone customers or anyone without data: dial *123#, pick "File a claim", answer four short prompts. Works on any phone, any carrier connection.
4. Agent
If you signed up through a field agent, they can file on your behalf. Agents have a dedicated portal that posts to the same backend — same claim number, same audit trail.
What happens next
- AI triage (instant). A model scores the claim's fraud-risk in the first second after submission and routes it to verification, adjudication, or escalation.
- Verification (within hours). For low-risk claims, this is automatic — we cross-reference with the MTN transaction log. For higher-risk, an underwriter reviews.
- Adjudication (within 24–48h). An underwriter assigns the final approved amount.
- Payout (within 24h of approval). MoMo credit hits your wallet. Done.
Things that speed it up
- File within 48 hours of the incident — late reports get extra scrutiny
- Attach evidence (police report for theft is gold)
- Be specific in your description — "wallet drained" is useless, "GHS 350 sent at 14:23 to 0244XXX, I didn't authorise" is gold