1. Customer contacts Call Centre to enquire about New Insurance Agent verifies customer with CV-1 verification CV-1 verification successful? Yes No Agent presents available Insurance options Refers customer to Finrite Call Centre for New Insurance application Agent updates SSS ticklers & closes the call Advise customer of verification requirements & refers customer to Finrite and update SSS

2. Customer walks into Retail store to enquire about New Insurance Agent verifies customer with CV-1 verification CV-1 verification successful? YesNo Agent presents available Insurance options Interested? Customer signs & submits on-line application form in the store Advise customer of verification requirements and update SSS Agent activates Insurance on SSS & supplies customer with Altech Autopage’s Terms & Conditions

3. Customer contacts Call Centre with regards to an Insurance query Agent verifies customer with CV-1 verification CV-1 verification successful? Yes Update on claim query? FCR query? Advise customer of verification requirements & refers customer to Finrite and update SSS Agent establishes reason for call Call Centre agents DO NOT advice on Insurance packages. They can only Remove or Change customer’s Insurance package to match the value of the device No Yes No Yes Refer customer to Finrite Call Centre for claims update & update SSS ticklers Agent attempts to resolve query Query resolved? Yes No Agent provides resolution, updates SSS tickler and ends the call Standard query Escalation process

4. Customer walks into Retail store regarding an Insurance query Agent verifies customer with CV-1 verification CV-1 verification successful? Yes Update on claim query? FCR query? Advise customer of verification requirements & refers customer to Finrite and update SSS Agent establishes reason for visit Call Centre agents DO NOT advice on Insurance packages. They can only Remove or Change customer’s Insurance package to match the value of the device No Yes No Agent advises customer on escalation process & logs the request on SSS Standard query Escalation process Request is logged on Partner Portal / SSS work queue Yes Agent attempts to resolve query Query resolved? No Yes Agent provides resolution & update SSS tickler Finrite agent investigates / attends to customer query Supplies Retail store with feedback Retail store to contact customer with feedback and updates SSS tickler

5. Customer contacts Altech Autopage’s Call Centre with regards to an Insurance query Agent verifies customer with CV-1 verification CV-1 verification successful? Yes Blacklisting successful? Agent suspends (soft-bars) the line Altech Autopage agent suspends (hard-bars) the line & Blacklists the device No Yes No Agent advises customer of Blacklisting process & submits a Lost / Stolen log on SSS Agent advises customer of the required verification & Blacklisting processes & update SSS Supplies customer with claim’s document requirements, advise customer to report the incident with police and to contact Finrite Call Centre or Retail Store Agent supplies customer with ITC reference number Blacklisting process to follow Insurance claim – Lost or Stolen device – Call Centre

6. Agent verifies customer with CV-1 verification CV-1 verification successful? Yes Blacklisting successful? Agent suspends (soft-bars) the line Altech Autopage agent suspends (hard-bars) the line & Blacklists the device No Yes No Agent advises customer of Blacklisting process & submits a Lost / Stolen log on SSS Agent advises customer of the required verification & Blacklisting processes & update SSS Supplies customer with claim’s document requirements, advise customer to report the incident with police and to contact Finrite Call Centre or Retail Store Agent supplies customer with ITC reference number & Insurance claims forms Blacklisting process to follow Customer walks into Retail store regarding an to report Lost / Stolen device Agent logs a Lost / Stolen claim with Finrite via Partner Portal / SSS work queue Insurance claim – Lost or Stolen device – Retail Store

7. Altech Autopage Call Centre Agent or Retail Store Agent advises customer of Blacklisting process & submits a Lost / Stolen log on SSS Request logged onto SSS work queue Device requires Whitelisting? No Yes Blacklists device, update SSS with ITC reference number & notifies Finrite via email Whitelisting request sent to relevant Network Network actions request & responds back via email Agent logs a Lost / Stolen claim with Finrite via Partner Portal / SSS work queue OR Agent updates SSS tickler with case number Insurance claim is accessed as per criteria checklist Claim approved or rejected? Rejected M&F notified for Final decision Rejected Finrite phones customer to advise on claim rejection & closes the case Provide Retail store with feedback via email Retail store contacts customer with feedback Approved M&F notified for Final decision Process claim & generate Sales order Approved Sales order is received by Brightpoint Package is dispatched for delivery to customer’s preference Finrite Call Centre agent contacts customer to arrange collection / delivery Customer receives / collects device

8. Agent verifies customer with CV-1 verification CV-1 verification successful? Yes No Agent advises customer of the required verification process & update SSS Agent updates SSS tickler with case number Customer contacts Finrite Call Centre to supply case number Insurance claim is accessed as per criteria checklist Claim approved or rejected? Rejected M&F notified for Final decision Rejected Approved Finrite phones customer to advise on claim rejection & closes the case Provide Retail store with feedback via email Retail store contacts customer with feedback M&F notified for Final decision Process claim & generate Sales order Approved Sales order is received by Brightpoint Package is dispatched for delivery to customer’s preference Finrite Call Centre agent contacts customer to arrange collection / delivery Customer receives / collects device

9. Customer contacts Call Centre with an Insurance claim – Repairs Agent verifies customer with CV-1 verification CV-1 verification successful? Yes Supply customer with Insurance claim documents & advises customer to book device in at a Retail outlet Agent advises customer of Repairs process Agent advises customer of the required verification process & update SSS OR Customer books device in at Retail store with Insurance documents Agent verifies customer with CV-1 verification No Agent assesses device and books it in for repair on Vision Courier collects devices for repairs Repairs process to follow ….

10. Courier collects devices for repairs At Brightpoint – Receive, sort & book device in to the specific repair centre and update Vision Courier collects device & dispatches to specified repair centre Repair centre receives & assesses device Provide assessment & quote of repair Provide assessment feedback / quote of repair (Finrite) Economical to repair? No Does claim meet replacement criteria? Rejected M&F notified for final decision Rejected Finrite agent to contact customer & advise of claim rejection Approved M&F notified for final decision Approved Sales order generated & sent to Brightpoint Package is dispatched for delivery according to customer’s preference Yes Quoted repair approved? Approved Repair centre carries out repairs on device Rejected Device is dispatched for collection by courier Device dispatched for collection …. Process to follow ….