Step 1: Claim Stage
- Notify Hugosave as soon as possible through the Hugosave App or email help@hugosave.com, but no later than 30 days after receiving the notification of the unauthorised transaction.
- Provide a valid email address, a police report, and any other evidence (e.g., screenshots or communication trails) within 3 days of reporting the issue.
Step 2: Investigation Stage
- Hugosave will investigate whether the case is covered under the SRF and if the Telco is involved (e.g., if the scam involved a phishing SMS).
- Investigations will take up to 21 business days for simple cases or 45 business days for complex cases.
Step 3: Outcome Stage
- Hugosave will inform you of the investigation results.
- If Hugosave has completed its investigation and assessed that the customer is not liable for any loss arising from the seemingly authorised transaction, Hugosave will credit the customer’s Hugosave account with the total loss as soon as practicable.
- The Telco is expected to bear losses arising from a seemingly authorised transaction perpetuated through SMS if Hugosave has complied with all of its duties under the SRF and the Telco has not complied with any of its duties set out in the SRF.
Step 4: Recourse Stage
- If you disagree with Hugosave or Telco’s investigation outcome, you can escalate the case to the Financial Industry Disputes Resolution Centre (FIDReC) for mediation and adjudication.