Page 36 - Claims Binders Mandates and Guidelines

Non-motor Claims Procedures
Non-Motor Claims Procedures
1. CLAIMS PROCEDURE FOR NON-MOTOR CLAIMS
As soon as the claimant advises you of a loss or an event that could result in a loss:
1.1 obtain a completed claim form from the claimant.
1.1.1 The claim form has to be completed and signed and dated by the claimant him/herself.
1.1.2 You or any marketer within your organisation may not complete or sign the claim form, for or on behalf of, the claimant.
1.1.3 You will either meet the claimant face to face in your offices, or alternatively communicate by telephone or email.
1.1.4 It is important to pay special attention to the date of loss and the description of the loss. This is important because it is the claimant’s disclosure of how the loss occurred and details of the claim. If this information is not completed the claim form cannot be accepted.
Example: Date of loss (DOL) 16 May 2010 at 3pm.
I left my laptop on the back seat of the vehicle when I went shopping.
NOTE: The description indicates where the claimant was at the time of the loss and where the item which the claimant is claiming for was at the time it was stolen.
1.1.5 Manage the claimant’s expectations and inform him what the Claims department will do to process the claim accordingly.
1.1.6 Provide the claimant with an approximate time that it may take for assessors or loss adjusters to meet and report on the claim. If you have committed to a time – abide by it diligently and keep your claimant informed about unexpected changes that may occur.
1.2 Register the claim on the relevant computer system as soon as you receive the claim form together with any other relevant claims documentation. For example, quotes, proof of purchase and ownership. Open a claim file and use the action sheet/s to keep detailed notes on the file.
1.3 Advise and report the claims to Hollard Insure by contacting Hollard Insure where the claim is any one of the following:
1.3.1 value over your claims mandate
1.3.2 any liability
1.3.3 late notification
1.3.4 staff claim
1.3.5 goodwill (ex-gratia)
1.3.6 SASRIA
1.3.7 any possible rejections
1.3.8 technical (assistance required).
1.4 You may proceed with the appointment of the appropriate assessor, loss adjuster or investigator where the merits of the claim allow you to do so. If you are unsure as to how to proceed, please contact your claims consultant. Appoint a loss adjuster to assess the loss subject to the following criteria:
1.4.1 Only appoint Hollard Insure approved loss adjusters. Make use of the Hollard Insure procurement pages to assist you with the appointment.
1.4.2 All assessments are instructed on a ‘without prejudice’ basis. The loss adjuster is not authorised to negotiate a settlement or to formulate and present the agreement of loss to the claimant.
1.4.3 Where the value of the claim adds to the merit of appointing a loss adjuster.
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Claims Binder Holders Mandates and Guidelines – V6: 2022