Page 9 - Claims Binders Mandates and Guidelines

General Procedures
4.1.1.4 the purpose for which the vehicle was being used at the time of the event
4.1.1.5 full details of any injuries sustained
to return the fully completed claim form by email (if possible) together with the relevant documents according to the type of claim
4.1.2 provide the claimant with guidelines related to the information required to be completed on the claim form that claim forms (all pages) are required to be completed, signed, and dated by the claimant upfront with supporting documentation, damage reports, quotes, or proof of ownership, etc. whichever may be required
4.1.3 disclose time bar/prescription information
4.1.4 that in cases where vehicles are involved in an accident and the manufacturer’s warranty applies to the vehicle, it is required that the vehicle be repaired by an approved provider and no repairer of choice or waiver will be agreed to or signed in these cases.
4.2 In the case of a personal visit:
4.2.1 advise the claimant in completing a claim form
NOTE: Under no circumstances may the binder holder alter or complete any information on the claim form.
4.2.2 sign these as true copies
4.2.3 arrange with the claimant to forward any outstanding documents/information as soon as possible.
4.3 Where the claimant is unable to read or write, the binder holder should endeavor to get an independent third party to assist the claimant in completing the claim form.
4.4 Inform the claimant of the procedures to be followed, depending on the claim type, i.e.:
4.4.1 Accident own damage
4.4.2 Stolen vehicle
4.4.3 Radio theft
4.4.4 Windscreen/glass damage.
NOTE: In terms of the Short-Term Insurance Act (STIA) PPRs, it is the responsibility of the binder holder to ensure that:
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staff must be adequately trained, experienced, qualified and be empowered to make impartial decisions (in respect of insurance, legislation and regulations, product, claims handling, complaints handling and South African Insurance Association (SAIA) Code including monitoring and performance enhancement of shortcomings.
claims processes are fully documented from end-to-end including scope, objectives, roles and responsibilities, turnaround times, record-keeping, full evidence of a claim and communications on the claim, i.e. supporting documents and notes to claims, risks and controls, oversight, monitoring and control measures.
costs are minimised and that the claimant’s discomfort is kept to a minimum.
processes allow for reasonable assessment and loss verification steps, and do not impose unreasonable barriers to the claimant.
the binder holder's board of directors has ultimate accountability and responsibility in terms of the STIA PPRs, including reporting to authorities.
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If in doubt about any aspect, refer to Hollard Insure.
Claims Binder Holders Mandates and Guidelines – V6: 2022 Page | 7