Page 25 - Claims Binders Mandates and Guidelines

Motor Claims Procedures
An endorsement by the court on a driver’s license is valid for 3 (three) years from the date when the endorsement was made.
2.6.1 If there is any cause for suspicion, email the details of the driver’s license to Hollard Insure for verification on the microfiche facility.
If the license is handwritten, the license must be verified on the microfiche or with the Department of Home Affairs.
2.6.2 If no trace of the license exists at any of the above facilities, advise the claimant that he must produce documentary proof of having a valid driver’s license, i.e. a letter from the driver’s license testing centre where the driver was tested for the license, confirming the existence and validity of such a license.
2.6.3 Check that the license has not been endorsed by any of the local authorities; if it has, refer to the policy conditions.
3. ACCIDENT OWN DAMAGE
3.1 The following documents should be submitted, in addition to the completed claim form, at the inception of the claim:
3.1.1 copy of driver’s license (both sides), and the front page of his/her identity document (ID) or passport, together with any other related documents about the specific driver’s license held by the driver.
3.1.2 professional driver’s permit (PrDP), if vehicle is claimant/used as a taxi, is a bus or a goods-carrying vehicle.
3.1.3 verification from the claimant as to whether the vehicle is driveable.
3.1.3.1 If the vehicle is not driveable, obtain the exact location of the vehicle and ask the claimant to contact your relevant towing partner (the one you are contracted to). If you have your own agreement with Global Choices, the claimant must call Global Choices. The claimant must always be in a position to be validated by the provider through one of the following means: policy number, identity number, registration number and full names. If your claims are administered by Hollard Insure and Hollard Insure is responsible for providing towing and or assist services to your claimants, the claimant must contact FAM (First Accident Management). The claimant must not agree to or advise the tow operator as to where the vehicle must be towed to (avoiding unnecessary towing and storage cost). FAM or Global Choices respectively, will tow the vehicle to a designated Hollard Insure towing destination. Contact Global choice via email: clientservice@globalchoices.co.za or the Global Choices call centre on 011 603 8068. Only if applicable contact FAM (First Accident Management) on 011 430 1600. The same principles will apply respectively for assist services. (Your claimant must only be provided with details of your provider either Global Choices or FAM and not both).
3.1.3.2 Obtain 2 (two) quotes from an approved panel beater if the vehicle is drivable. Immovable vehicles – only 1 (one) quote.
3.2 Once you have received the relevant documents and registered the claim, it is recommended that you: 3.2.1 check the claims history of the claimant to:
3.2.1.1 avoid duplications of claims or possible fraudulent submission of claims
3.2.1.2 ensure that the binder holder is aware of the previous claims (in the event of previous claims) which might be of assistance in the handling of the current claim.
3.2.2 ensure that all the information is available and that the estimate has been raised correctly and as accurately as possible.
3.3 If there is a third party involved, ensure all the details of the third party are on the claim form as well as the details of any witnesses.
Claims Binder Holders Mandates and Guidelines – V6: 2022 Page | 23