Page 15 - Claims Binders Mandates and Guidelines

General Procedures
8.9.4 Should the Ombudsman rule in the claimant’s favour and determine that the claim should be settled:
8.9.4.1 Hollard Insure will advise you of the decision.
8.9.4.2 A settlement will be requested.
8.9.4.3 Proof of payment needs to be sent to the representative in the Customer and Broker Experience team dealing with the matter to forward to the Ombudsman in order for them to close their file.
8.9.5 Should the Ombudsman rule in Hollard Insure's favour, you will be advised, and the file will be closed, and prescription will continue to run on the claim. The claimant has the option to issue summons on Hollard Insure, which must be done before the prescription period ends.
9. CATASTROPHE (CAT) CLAIMS
In the event of a major event giving rise to a large number of claims being submitted for the claimant perils of fire, storm, hail, flood, etc., a register of the individual claims has to be completed for reinsurance purposes. This will apply to any single event exceeding R1 000 000 (one million rand) or in the event of any single event resulting in more than 10 (ten) claims being registered.
9.1 Hollard Insure's main objectives in its initial response to all emergencies are:
• to protect human life and alleviate suffering, and, as far as possible, protect property and reputation
• to support the continuity of everyday activity and the restoration of disrupted services at the earliest possible time
• to communicate the claims’ philosophy and strategy to all stakeholders
• The Catastrophe Management Plan supports these objectives by providing a clear and organised response strategy supported by pre-defined response procedures. During the initial response Hollard Insure will:
9.1.1 Request the Management and MIS Assurance Specialist | Claims, Governance and Compliance to assess the nature and severity of the specific incident
• identify the count or number of policies in the immediate geographical vicinity (within a 1 (one)-kilometer radius),
• identify the sum insured of the policies in 9.1.1.
9.2 The CAT Manager will upon receipt of the report:
• decide an appropriate response
• identify loss adjusting services
• identify experts (engineers, quantify surveyors)
• initiate appropriate actions by senior management, partners, and staff.
9.3 A catastrophe (CAT) code will be provided to log against each incident. Each claim must have an exact location/physical address recorded for reinsurance purposes.
9.4 During the first 2 (two) weeks, daily updates must be provided by regions, binders, Re-insurance division and COE’s, in the required reporting format.
9.5 Estimates and statuses must be updated on the reporting format in place.
Claims Binder Holders Mandates and Guidelines – V6: 2022 Page | 13