Page 6 - Claims Binders Mandates and Guidelines

General Procedures
2.2.9 SASRIA claims: There are various specific SASRIA requirements. Any SASRIA claims should be reported to Hollard Insure and on receipt Hollard Insure will further engage with SASRIA
2.2.10 Any possible or partial rejections are to be referred to Hollard Insure for decision making.
2.2.11 Business Interruption claims are required to be referred to Hollard Insure, in case of outsourced facilities.
2.2.12 Fidelity Guarantee claims are required to be referred to Hollard, in case of outsourced facilities.
2.2.13 Stolen vehicles
2.2.13.1
2.2.13.2 2.2.13.3
For ALL stolen vehicle claims, complete the details on the Hollard Insure procurement pages website https://procurement.hollard.co.za/Hollard_PP/Login.aspx under the "register new stolen vehicle" section. Should sufficient information not be available to submit the notification, contact the Stolen Vehicle and Recovery (SVR) department on 011 351-1441 or send an email to hollardinsurestolenvehicle@hollard.co.za for assistance.
An investigator must be appointed for all stolen vehicle claims, regardless of quantum. If the claim is below your mandate, the claim can be settled if all is in order.
Should the claim exceed your mandate, the file and all investigation reports and claim documents need to be reported to Hollard Insure for authorisation.
2.2.14 Forward original vehicle deregistration certificate and keys for stolen vehicles to Hollard Insure.
2.3 Technical assistance
There may be situations where you are faced with uncertainty. These claims can be referred to the claims specialist in the region to assist you to take the correct action. With regard to Specialised Claims Services (Recoveries and Liabilities), these claims can be sent to Hollard to assist you to take the correct action. Please always ensure that all claims documentation is provided in order for Hollard Insure to make the correct decision on the claim.
Recoveries and Liabilities – leeannb@hollard.co.za
2.4 Claims documentation required
When referring a claim to Hollard Insure, always provide the following documentation in order for Hollard Insure to decide on the claim:
2.4.1 Claim form
2.4.2 Policy schedule
2.4.3 Premium confirmation
2.4.4 Assessor/loss adjuster’s report with photos or addendums
2.4.5 Driver’s license (in the case of a motor vehicle accident)
2.4.6 Identity document (in the case of foreigners or temporary residents in South Africa)
2.4.7 Technical reports
2.4.8 Claims history
2.4.9 Quantum documentation
2.4.10 Investigator’s report
2.4.11 Any additional information that we may require to decide on the claim.
3. GENERAL CLAIMS PROCEDURES
The management of all claims will be governed by this document.
The Policyholder Protection Rules (PPR), issued under the Short-term Insurance Act of 1998, forms part of the extensive market conduct reform the insurance industry is undergoing to ensure claimants are treated fairly and are offered good value products with reduced complexity. The 6 (six) fair treatment outcomes, usually referred to as the Treating Customers Fairly (TCF) outcomes, have been made law in the PPRs and each rule directly links with the outcomes. The PPRs include extensive requirements on how claims should be managed in line with the PPR (Section 1.4) fair treatment outcome 6 (six) which states: “Policyholders do not face unreasonable post-sale
Page | 4 Claims Binder Holders Mandates and Guidelines – V6: 2022