Page 28 - Claims Binders Mandates and Guidelines

Motor Claims Procedures
5.2.1.3 Ensure that all the required documents are contained in the file. If any documents are missing, take steps to obtain them. Documents should preferably be requested by letter/email and a copy of the letter/email should be kept on file.
5.2.1.4 Verify that the claimant has reported the theft to the police.
NOTE: Refer to the policy wording for clarity about the excess.
5.2.2 Irrespective of whether the radio was a standard or non-standard make or factory-fitted model:
5.2.2.1 satisfy yourself that the claim is valid.
5.2.2.2 ensure that the sum claimed is accurate.
NOTE: It must be noted that if the radio was an optional extra, the claimant should be in a position to supply the purchase invoice stating this. Should the claimant not be able to provide a valid copy/original purchase invoice, use your discretion on the validity of the claim.
5.2.3 Once the checks have been done as per 5.2.2.1 and 5.2.2.2 above:
5.2.3.1 negotiate a replacement with an approved radio merchant.
5.2.3.2 send an authorisation letter to the claimant.
6. TOW-IN PROCEDURE
Refer to the process as outlined in point 3. – 3.1.3.1. Binder holders to refer to your binder holder contract for all towing related procedures.
7. WRITE-OFF PROCEDURE
If for any reason a vehicle is a write-off or if it is uneconomical to repair:
7.1 Request the notification from the assessor that the vehicle is a write-off in terms of its retail value/sum insured related to the cost of repairs.
7.2 If the case is marginal, a decision in conjunction with Hollard Insure, can be made as to the viability of either repairing or writing off the claimant vehicle.
7.3 If the vehicle is a write-off, request the following:
7.3.1 the original registration certificate if the vehicle is paid up in full.
7.3.2 for the Hollard Insure internal Salvage team to request original papers/documents for vehicles under finance once the claim is settled. The salvage team will provide a copy of the paper/ document once received from the bank.
7.3.3 for the internal Hollard Insure Salvage team to request the settlement documents for vehicles under finance.
7.4 If the vehicle is within the recognised towing area (refer Salvage contract):
7.4.1 and written-off by the assessor, the assessment is loaded on the SPM system and the upliftment instruction automatically extracts to the Salvage team. The Salvage team negotiates release fees. Where release fees are within Hollard Insure rates, the Salvage team will inform the binder holder and uplift the vehicle without authorisation. Where release fees are outside of Hollard Insure rates, the Salvage team will inform the binder holder of the upliftment and request authorisation from the binder holder. Once received, the salvage team arranges upliftment to the salvage dealer.
7.4.2 confirmation of upliftment is received by the Salvage team and notes are made with the stock number on SPM. The binder holder will receive confirmation of upliftment and the salvage figures for invoicing purposes when the vehicle is delivered to the stock in bond yard.
7.4.3 send an invoice to the salvage dealer/contractor before the vehicle is disposed of. A salvage invoice book will be provided to you by Hollard Insure.
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Claims Binder Holders Mandates and Guidelines – V6: 2022