Page 9 - Personal Underwriting Mandates & Guidelines - Binder product rules & addendums - Version 1

General Procedures
3.4.4 advise Underwriting in the event that a claimant is an undesirable risk and obtain instruction from Hollard prior to any action taken.
3.5 If the claim form is incomplete, contact the insured and arrange for the completion thereof. Under no circumstances may you alter or complete the claim form. Supplement missing information on a separate sheet.
3.6 Check the claims information and verify the following on the administration system:
3.6.1 the estimates are correct and update same if necessary
3.6.2 the claim type codes are correct and update same if necessary
3.6.3 the excess has been calculated correctly and correct same if necessary
3.6.4 the claim has been registered on the claims system and that all the required information is completed and update same if necessary.
4. CLIENT HANDLER RESPONSIBILITIES
4.1 Advise/inform the claimant:
4.1.1 that the claim form must be completed in full and to verify that all the relevant information is supplied, i.e.:
4.1.1.1 name of police station where case reported, as well as the case number and the name of the officer who took down the details
4.1.1.2 names and addresses of any witnesses
4.1.1.3 names and addresses of the driver(s) and registration numbers of any other vehicle(s) involved (if any)
4.1.1.4 name of the company and company's representative, if the vehicle is a company vehicle and registered as such
4.1.1.5 purpose for which the vehicle was being used at the time of the event
4.1.1.6 full details of any injuries sustained
4.1.2 to return the fully completed claim form by email (if possible) together with the relevant documents according to the type of claim
4.1.3 provide the insured with guidelines related to the information required to be completed on the claim form
4.1.4 that claim forms (all pages) are required to be completed, signed and dated by the insured
4.1.5 upfront which supporting documentation, damage reports, quotes or proof of ownership, etc. may be required
4.1.6 disclose time bar/prescription information
4.1.7 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 should 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 broker alter or complete any information on the claim form.
4.2.2 sign these as true copies; and
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 broker should endeavour to get an independent third party to assist the claimant in completing the claim form.
Full Binder Claims Mandates and Guidelines – V3: 2019 Page | 7