Claims Policy

This Claims Policy explains how to report an incident under an Assurance Policy Contract with Engagex Global LLC (ENGAGEX, we or us), and how we verify and pay the claim. It applies to every Policy and forms part of it.

Words with capital letters have the meanings given in the Assurance Policy Wording. “You” means the Holder. That wording decides what is covered. This document decides how a claim is made and handled.

If you think an Incident has affected your Insured Wallet, you should:

We will never ask for your private key or seed phrase during a claim. Anyone who does is not ENGAGEX, even if they use our name.

A Policy is valid for 365 days (one year) from purchase. To be eligible, you must submit your Incident Report within that 365 day Policy Period. A claim submitted after the Policy Period ends is not valid and no Benefit is payable for it. You should still file as soon as you can after you discover an Incident.

A wallet can buy a Policy before its KYC is approved, including while KYC is waiting for review. The Policy becomes active for claims only once your KYC is approved. No claim can be submitted or paid before KYC approval, and the Incident must have happened after activation and during the Policy Period. The Policy Period still ends 365 days after purchase.

Claims are filed in the Dashboard, while connected with the Insured Wallet. If you cannot connect that wallet because of the Incident, contact support@engagex.life before the Policy Period ends and we will tell you how to prove your identity and file.

Your Incident Report must include:

By filing, you confirm that the information is true and complete to the best of your knowledge. You must also tell us about any recovery or compensation you have received or expect to receive for the same loss.

An Incident Report is validly filed on the date when all of the following are true:

If a report is incomplete, we will tell you what is missing. Filing a first report within the Policy Period keeps your place, as long as you provide the missing items within the reasonable time we give you. The report is validly filed when it is complete.

Valid filing does not mean that a claim has been verified. See the sections on review and payment.

Useful evidence includes:

Evidence must be genuine and unaltered. Keep the originals. We may ask for them in a particular format or for more detail than you first provided.

On-chain records are our main source for verifying a loss. If your evidence and the on-chain records differ, we generally rely on the on-chain records.

We review every claim to verify that it is genuine. To do so, we may:

We verify whether an event meets the definition of a Covered Event based on the evidence reasonably available. A partner’s public statement that an incident did or did not occur can inform that decision, but does not settle it.

You must:

If you do not cooperate, we may decline the claim, in whole or in part, to the extent that the lack of cooperation prevents us from verifying it or harms our position.

We work out the Verified Loss as described in the Assurance Policy Wording. In short, we:

The loss amount you enter in your Incident Report is your estimate. It is not binding on us. Later changes in the price of a lost asset do not change the Verified Loss.

We pay only after verification. If we verify that (a) the Incident really happened, (b) it involved a Supported Partner that was actually compromised, rugged or exploited, or your Insured Wallet was hacked after an Interaction with a Supported Partner, as set out in the Covered Events, and (c) you actually lost funds as a result, then the Verified Loss, up to the Assured Amount, becomes eligible for payout to you. Unverified, false or unsupported claims are not paid.

Within 30 days of a claim being submitted, our team reviews it and tells you the outcome or any issues we found, for example missing evidence. This is a review window, not a promise that payment will be made within 30 days. Payment follows once the claim is verified and your KYC and wallet checks are passed.

Any Benefit is paid in USDT, off-chain by ENGAGEX and not by the smart contract, to a wallet that passes KYC checks. Where the Insured Wallet is compromised, you must nominate another wallet you control, and that wallet must pass those checks. We can only send the payment once a wallet has passed them.

A claim cannot move forward while we are waiting for something you are required to provide or do under this policy, such as a response to a request, a repeat of KYC or the nomination of a wallet.

We can withhold payment for as long as a law, a court order, sanctions or a competent authority prevents us from making it. Where the law allows, we will tell you.

We will send you the outcome of our review, and the reasons for it, through the Dashboard. Any network fee for sending the Benefit is paid by us.

The amount eligible for payout is the Verified Loss, up to the Assured Amount. If only part of a loss is verified or not excluded, only that part is eligible, and we will tell you which part and why.

Multiple claims cannot exceed the Assured Amount in aggregate. Each Benefit paid reduces the amount left under the Policy. When total Benefits paid reach the Assured Amount, the Policy ends.

If a single Incident causes several losses, they are treated as one claim. You must report them together, where you can.

We do not pay a claim, in whole or in part, if for example:

If a claim is not paid, the Premium is not refunded. A declined claim does not reduce the Assured Amount. You may file a new claim for a different Incident.

When we pay a Benefit, your rights to recover the loss pass to us, to the extent of that payment, as set out in the Assurance Policy Wording. You assign those rights to us, and you may be asked to confirm this by signing a document or a wallet message before payment.

You must not settle with, or give a release to, an attacker, a Supported Partner or anyone else concerning the loss without our written consent.

If funds are returned to you after we have paid, or you receive compensation from any source, tell us at once and repay us, up to the amount of the Benefit.

Filing a false or exaggerated claim, altering evidence, staging an Incident or colluding with anyone is serious. If we find that this has happened, we may decline the claim, void or end the Policy without a refund of the Premium, recover any amount paid and our reasonable costs, bar you and linked wallets from the Service, and report the matter to law enforcement or other competent authorities.

If one part of a claim is fraudulent, we may decline the whole claim. A genuine mistake that you correct promptly is not fraud.

If you disagree with the outcome of a review, email support@engagex.life with your reasons and any new evidence. A member of authorised staff who was not involved in the decision will review it where that is reasonably possible, and will tell you the outcome.

If the dispute is not resolved, it is handled under the binding arbitration and class waiver section of the Terms of Service, which is governed by Wyoming law. The review process counts as the informal resolution step in that section.

Evidence may contain personal data. We use it to handle your claim, to prevent fraud, to pursue recovery and to meet legal obligations, as explained in the Privacy Policy.

Do not upload anyone else’s personal data unless it is needed for your claim. Do not upload private keys, seed phrases or passwords.

For help with a claim, contact support@engagex.life, including your wallet address and the claim details. Formal letters can be sent to Engagex Global LLC, 1309 Coffeen Avenue, Wyoming 82801, USA.