Page 20 - Claims Binders Mandates and Guidelines

Motor Claims Procedures
Motor Claims Procedures
1. GENERAL MOTOR CLAIMS PROCEDURES
1.1 Read the claim form and check that it has been completed correctly and that all the necessary information is available. Specifically check and verify the following:
1.1.1 the time period between date of loss and date claim reported
1.1.2 the time of loss, linked with the description of the accident as well as the possible usage of the vehicle
1.1.3 the details of the vehicle (registration number, odometer reading, vehicle description, and engine and chassis numbers)
1.1.4 the description of the use of the vehicle
1.1.5 the claimant’s personal details and specifically the claimant’s employment details linked to the use of the vehicle
1.1.6 if the driver of the other vehicle is an employee, the name of the driver as well as the information of the driver's employer, company representative and contact numbers
1.1.7 if the accident is an own damage and/or third party claim, insurance details of the driver if the claimant was not the driver at the time of the event
1.1.8 description of the incident in relation to the type of damage described (if any)
1.1.9 name of police station and case number/s
1.1.10 details of whether any criminal action has resulted from the event
1.1.11 details of third party/ies and witnesses (if any)
1.1.12 signature/s of claimant and driver.
1.2 Scrutinise all the details on the claim form and follow the correct procedure if there is:
1.2.1 a possibility of a salvage/burnout
1.2.2 a possibility of liability as a result of a fire or explosion claims or other injuries
1.2.3 a possibility of a SASRIA claim
1.2.4 a possibility of a third party claim or recovery from a third party
1.2.5 car hire cover available/applicable (follow policy wording).
1.3 If the claim falls within the claimant’s excess and all the checks are satisfactory, advise him/her to deal directly with the relevant panel beater. Repairs will be authorised by the claimant and a copy of the invoice must be submitted to the binder holder should the claimant wish us to pursue a recovery on his behalf (always discuss first with claimant).
1.4 Refer all claims over mandate to Hollard Insure.
The claim amount refers to own damage, plus third party damage, plus any liability claims added together, before the deduction of any excess and salvage.
1.5 Manage the claimant’s expectations and inform him what the Claims department will do in order to process the claim accordingly.
1.6 Provide the claimant with an approximate time that it may take for assessors or loss adjusters to meet and report on the claim. The SAIA Code requires an assessor to be dispatched to the claimant’s vehicle within 10 (ten) days.
1.7 The SAIA Code further requires that a decision be made on the claim within 10 (ten) days of receiving the assessor's report.
1.8 If an assessor authorises repair, then the binder holder must honour the decision.
1.9 The claimant’s repairer of choice must reasonably be considered.
1.10 If you have committed to a time – abide by it diligently and keep your claimant informed about unexpected changes that may occur.
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Claims Binder Holders Mandates and Guidelines – V6: 2022