Claims Procedures

What do you do if you have a motor accident?

1. Stop immediately, stay calm and render assistance to anyone who may be injured or phone an ambulance.
2. Do NOT admit or accept liability.
3. Record details of the other vehicle, the owner/driver, witnesses and draw a plan of the accident scene.
4. If there are injuries, do not move the vehicles until the police arrive.
5. If your car can be driven, drive to insurance company’s Drive-In Claims Centre, but please phone for an appointment. Please bring your driver’s licence and policy details.
6. If your car is not roadworthy call the AA towing service.
7. Advise us immediately.
8. Advise the police within 24 hours.

Please give special attention to the following points:

• Ensure that your vehicle details are fully completed e.g. Honda Ballade 160i 1991 Automatic. This will enable us to accurately calculate the settlement figures.
• The status i.e. new / used / build-up must also be stated.
• Any special markings or identification marks must be listed. This may assist us with the recovery process.
• The correct SAPS reference number must be provided. This number is needed to enable us to check with the police on your behalf on the possible recovery of your vehicle.
• Any extras fitted to the vehicle must be listed and proof of purchase and installation supplied.
• It must be noted that, whilst we can immediately start to process the claim we still need  the following documentation in order to settle your claim.

Required Information

• If the vehicle is the subject of a Hire purchase agreement, we need a letter from the bank or relevant institution confirming the outstanding balance.
• The registration papers of the vehicle are required (not the licence renewal document) together with the supplied ADV and NCO forms. Please note that we require the original signed form.
• Should the vehicle have been fitted with a tracking device or approved immobiliser, then a certificate of proof of purchase and installation must be submitted.
• All the keys of the vehicle (normal and spare keys including service keys and immobiliser and electronic keys) must be submitted.

What do you do if you have a building claim?

• Ensure that you have your policy number handy when you call or submit your claim form and that your claim is reported within 30 days of occurrence.
• If you choose not to complete the claim form, the details of your loss will be taken down telephonically.
• An Internal Claims Consultant, External Loss Adjuster, a building contractor, plumber or electrician will then be appointed to your claim and will contact you within 24 hours.
• A Forensic Investigator is appointed on fire claims.
• The claim will be settled by means of reinstating/repairing the damage or by payment.
• Should we elect to have the damage repaired, the excess must be paid to the building contractor by yourself.
• If there is an outstanding bond, the payment may be paid into the bond account.
• Any settlement will be subject to the relevant excesses and limits applicable to your policy, check your policy wordings.
• Settlement by means of payment will be by way of an electronic transfer to your bank account, or a cheque marked “Not Negotiable”.
• Our staff are always available to advise you on the steps to take to ensure that your claim is dealt with promptly.

• Report the incident to the Police and obtain a Police Reference number.
• Have your policy number handy when you call or submit your claim form and ensure that your claim is reported within 30 days of occurrence.
• If you do choose not to complete the online claim form, details of your loss will be taken down telephonically – contact us .
• An Internal Claims Consultant, External Loss Adjuster or an Investigator will then be appointed, who will contact you within 24 hours.
• Hand the following to the person adjusting your claim:
  
  A compiled list of the items stolen/lost including Make,  model and serial numbers where applicable.
  Original purchase documents such as invoices and receipts, instruction manual and photographs.

• The claim will be settled either by means of replacement or payment.
• Any settlement will be less discounts available to Mutual & Federal, and subject to relevant excesses and limits applicable to your policy.
• Settlement by means of payment will be by way of an electronic transfer to your bank account, or a Cheque marked “Not Negotiable”.
• If you are underinsured, average will be applied
• You may, at a later stage, receive an Audit Enquiry letter, and this will give you an opportunity to comment on our Claims Service.
• Our staff are always available to advise you on the steps to take to ensure that your claim is dealt with promptly.

• Report the incident to the Police and obtain a Police Reference number.
• Have your policy number handy when you call or submit your claim form and ensure that your claim is reported within 30 days of occurrence.
• If you do choose not to complete the online claim form, details of your loss will be taken down telephonically – contact us.
• An Internal Claims Consultant, External Loss Adjuster or an Investigator will then be appointed, who will contact you within 24 hours.
• Hand the following to the person adjusting your claim:A compiled list of the items stolen/lost including Make, model and serial numbers where applicable.
  Original purchase documents such as invoices and receipts, instruction manual and photographs.
• The claim will be settled either by means of replacement or payment.
• Any settlement will be less discounts available to Mutual & Federal, and subject to relevant excesses and limits applicable to your policy.
• Settlement by means of payment will be by way of an electronic transfer to your bank account, or a Cheque marked “Not Negotiable”.
• If you are underinsured, average will be applied.
• You may, at a later stage, receive an Audit Enquiry letter, and this will give you an opportunity to comment on our Claims Service.
• Our staff are always available to advise you on the steps to take to ensure that your claim is dealt with promptly.

• Report the incident to the Police and obtain a Police Reference number.
• Have your policy number handy when you call or submit your claim form and ensure that your claim is reported within 30 days of occurrence.
• If you do choose not to complete the online claim form, details of your loss will be taken down telephonically – contact us .
• An Internal Claims Consultant, External Loss Adjuster or an Investigator will then be appointed, who will contact you within 24 hours.
• Hand the following to the person adjusting your claim:
  
  A compiled list of the items stolen/lost including make,  model and serial numbers where applicable.
  Original purchase documents such as invoices and receipts, instruction manual and photographs.

• The claim will be settled either by means of replacement or payment.
• Any settlement will be less discounts available to Mutual & Federal, and subject to relevant excesses and limits applicable to your policy.
• Settlement by means of payment will be by way of an electronic transfer to your bank account, or a Cheque marked “Not Negotiable”.
• If you are underinsured, average will be applied
• You may, at a later stage, receive an Audit Enquiry letter, and this will give you an opportunity to comment on our Claims Service.
• Our staff are always available to advise you on the steps to take to ensure that your claim is dealt with promptly.

• Report the incident to the Police and obtain a Police Reference number.
• Have your policy number handy when you call or submit your claim form and ensure that your claim is reported within 30 days of occurrence.
• If you do choose not to complete the online claim form, details of your loss will be taken down telephonically.
• An Internal Claims Consultant, External Loss Adjuster or an Investigator will then be appointed, who will contact you within 24 hours.
• Hand the following to the person adjusting your claim:
  A compiled list of the items stolen including Make, model and serial numbers where applicable
  Original purchase documents such as invoices and receipts, instruction manual and photographs.
• The claim will be settled either by means of replacement or payment.
• Settlement by means of payment will be by way of an electronic transfer to your bank account, or a Cheque marked “Not Negotiable”.
• If you are underinsured, average will be applied
• You may, at a later stage, receive an Audit Enquiry letter, and this will give you an opportunity to comment on our Claims Service.
• Our staff are always available to advise you on the steps to take to ensure that your claim is dealt with promptly.

• Dry up as much of the water as soon as possible to minimise further damage. Carpeting can be saved if drying takes place promptly.
• Remove furniture and household contents from wet areas.
• Notify us immediately of this claim, as we have approved contractors who specialise in this type of refurbishment.

• In the event of your geyser or pipe burstring, turn off the water mains to minimise damage.
• Contact us.

Also refer to the property claims procedure.

• Should a fire occur in your home, contact the emergency services immediately.
• Make sure the occupants of the house are safe and evacuate the home immediately if the fire is out of control.
• Notify us as soon as possible of this claim as we have systems in place to rapidly deal with these types of substantial losses.
• Compete a property claim form.