Page 31 - Claims Binders Mandates and Guidelines

Motor Claims Procedures
8.3.6 Refunds, keys and outstanding license fees: In some cases, the proceeds of the salvage sale may exceed the sum insured value. Hollard Insure cannot make a profit on a claim and this should be monitored at claims level.
The availability of keys on all vehicles sold on auction is critical in maximising salvage returns. Claims handling functions are therefore mandated to incur courier expenses in the event that keys are available but not in the possession of the salvage dealers. In some cases, the keys are not available, and the in-house team is then mandated to cut a new set to be supplied to the salvage dealer. The cost of this new set is payable from the claim.
It is a legal requirement that all vehicles to be sold are dealer stocked in Hollard Insure or the salvage dealer’s name. All license discs must be up to date and must be renewed prior to claims settlement. In the event that the license expires one month from the claims date, the license must be renewed which will cater for any delays in dealer stocking.
The in-house Salvage Management team can be contacted on upliftments@hollard.co.za for all upliftments and settlement requests, or stockinbond@hollard.co.za for all stock-in-bond related matters.
9. STOLEN/HIJACKED VEHICLE
9.1 As soon as you are notified of a stolen/hijacked vehicle claim and have received all the relevant documents:
9.1.1 appoint an investigator to determine the merits – irrespective of the quantum.
9.1.2 if the claim is over mandate, before the excesses are deducted, please refer the entire file to Hollard Insure for authorisation.
9.1.3 if all is in order, proceed to settle the claim.
9.1.4 send the original deregistration certificate and keys to Hollard Insure for dealer stocking.
9.2 As soon as you are notified of a stolen/hijacked vehicle claim process it with the Stolen Vehicle Recovery (SVR) department.
All stolen/hijacked vehicles (including mandated claims) must be reported within 2 (two) days after the first notification of loss.
9.2.1 Complete notification process through the Hollard Insure Procurement Pages website. https://procurement.hollard.co.za/Hollard_PP/Login.aspx within 2 (two) days after first notification of loss.
9.2.1.1 Should sufficient information not be available to submit the notification, contact the SVR department on 011 351 1441 or email HollardInsureStolenVehicle@hollard.co.za for guidance.
9.2.2 The SVR department needs the information to update Unicode and the claims system with your claim information.
9.2.3 The SVR department uses Unicode to update the Police Circulation System with Hollard Insure’s interest in the vehicle on their circulation system.
9.2.4 The SVR department will supply the claims consultant with a Unicode confirmation to validate the claim. (Date of loss, police case number, complainant information, etc.)
9.2.5 Unicode will email a vehicle recovery notification to the SVR department when the police property system is updated with the vehicle recovery information.
9.2.6 When the claim is a total loss and the vehicle is not recovered, the original deregistration must be sent to Hollard Insure.
9.2.6.1 The SVR department also assists with requests of settlement documentation and original de/registration certificates from the finance houses.
Claims Binder Holders Mandates and Guidelines – V6: 2022 Page | 29