Page 23 - Personal Underwriting Mandates & Guidelines - Binder product rules & addendums - Version 1

Motor Claims Procedures
MOTOR CLAIMS PROCEDURES
1. GENERAL MOTOR CLAIMS PROCEDURES
1.1 Read the claim form and check that it has been completed correctly and that all the necessary information is available. Specifically check and verify the following:
1.1.1 time period between date of loss and date claim reported
1.1.2 time of loss, linked with the description of accident as well as the possible usage of the vehicle
1.1.3 details of vehicle (registration number, odometer reading, vehicle description and engine and chassis numbers)
1.1.4 description of the use of the vehicle
1.1.5 client’s personal details and specifically the client’s employment details linked to use of the vehicle
1.1.6 if the driver of the other vehicle is an employee, the name of the driver as well as the information of the driver's employer, company representative and contact numbers
1.1.7 if an own damage and/or third party claim, insurance details of the driver if the insured was not the driver at the time of the event
1.1.8 description of the incident in relation to the type of damage described (if any)
1.1.9 details of police station and case number/s
1.1.10 details of whether any criminal action has resulted from the event
1.1.11 details of third party/ies and witnesses (if any)
1.1.12 signature/s of insured and driver.
1.2 Scrutinise all the details on the claim form and follow the correct procedure if there is:
1.2.1 a possibility of a salvage/burnout
1.2.2 a possibility of liability as a result of a fire or explosion claim or other injuries
1.2.3 a possibility of a Sasria claim
1.2.4 a possibility of a third party claim or recovery from a third party
1.2.5 car hire cover available/applicable (follow policy wording).
1.3 If the claim falls within the claimant’s excess and all the checks are satisfactory, advise him/her to deal directly with the relevant panel beater. Repairs will be authorised by the claimant and a copy of the invoice must be submitted to the broker should the claimant wish us to pursue a recovery on his behalf (always discuss first with claimant).
1.4 Refer all claims over mandate to Hollard.
The claim amount refers to own damage, plus third party damage, plus any liability claims added together, before the deduction of any excess and salvage.
1.5 Manage the client’s expectations and inform him what the Claims department will do in order to process the claim accordingly.
1.6 Provide the client 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 client informed about unexpected changes that may occur.
Full Binder Claims Mandates and Guidelines – V3: 2019 Page | 21