Page 28 - Personal Underwriting Mandates & Guidelines - Binder product rules & addendums - Version 1

3.7 Place
3.7.1 3.7.2 3.7.3 3.7.4 3.7.5 3.7.6
3.8 Check to
3.8.1 3.8.2 3.8.3
4.1
4.2
When you are notified of a potential windscreen claim:
4.1.1 instruct the claimant to contact the relevant glazier (if they have not already done so) or Hollard approved glass supplier.
4.1.2 inform the claimant that he will need to have his ID book, driver’s licence and policy number ready (if possible), when the glazier repairs or replaces the glass.
If the windscreen has to be replaced, inform the claimant of the excess payable by him.
NOTE: Inform the claimant that if the damage can be repaired instead of the windscreen being replaced, there will be no excess applicable.
the following on the file:
a claims checklist
action sheet/file note
a printout of the client’s policy document details and schedule (proposal, if required)
one hard copy of the claim printout
any other documentation and copies of letters
a note of any other relevant information gleaned from the conversation with the client (noted on the action sheet).
see whether the following have been requested and/or received:
any outstanding documentation
assessor’s report (if required)
validation of the driver’s licence (if required).
3.9 In the case of positive criminal investigation or red flag indicators, an investigator needs to be appointed.
3.9.1 If a criminal case is being investigated, relating to any of the policy exclusions (i.e. drunken driving; driver has no licence), the outcome of the case must be obtained before any authorisation can be given.
3.9.2 Diarise the file to follow up on the reply from the SAPS.
NOTE: The case number prefix CR/MR and CAS/MAS are current case number prefixes which must be investigated. Should any other prefixes become known to a claims person, this information must be forwarded to Hollard. Sometimes there will be both an AR/OR number and a CR/MR or CAS/MAS number. Always ask if a criminal docket has been opened.
4. WINDSCREEN/GLASS DAMAGE
Motor Claims Procedures
3.2 Once you have received the relevant documents and registered the claim, it is recommended that you:
3.2.1 check the claims history of the claimant to:
3.2.1.1 avoid duplications of claims or possible fraudulent submission of claims
3.2.1.2 ensure that the broker is aware of the previous claims (in the event of previous claims) which might be of assistance in the handling of the current claim
3.2.2 ensure that all the information is available and that the estimate has been raised correctly and as accurately as possible.
3.3 If there is a third party involved, ensure all the details of the third party are on the claim form as well as the details of any witnesses.
3.4 Should there be any documents outstanding, contact the insured telephonically or by email and request these from him.
3.5 Check that the licence is in order.
3.6 Contact the claimant and inform him/her of the claim number which is to be used in all correspondence, as well as the name of the claims handler who will be handling the claim.
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Full Binder Claims Mandates and Guidelines – V3: 2019