Page 27 - Personal Underwriting Mandates & Guidelines - Binder product rules & addendums - Version 1

Motor Claims Procedures
3.9 Send a le er to the police enquiring about the availability of an accident report (if required):
3.9.1 If a criminal case is being inves gated, rela ng to any of the policy exclusions (i.e. drunken driving, driver has no licence), the outcome of the case must be obtained before any authorisa on can be given.
3.9.2 Diarise the le to follow up on the reply from the SAP.
NOTE: The case number pre x CR/MR and CAS/MAS are current case number pre xes which must be inves gated. Should any other pre xes become known to a claims person, this informa on must be forwarded to Hollard. Some mes 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
4.1 When you are no ed of a poten al windscreen claim:
4.1.1 Instruct the claimant to contact the relevant glazier (if they have not already done so).
4.1.2 The claimant is requested to have his ID book, driver's licence and policy number ready (if possible), when the glazier repairs or replaces the glass.
4.2 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.
4.3 The glazier will contact the Broker, and has to provide the following:
4.3.1 Policy number (wherever possible)
4.3.2 Registra on number of vehicle
4.3.3 Make/model of vehicle.
4.4 Place
the following onto the le:
4.4.1 A claims checklist
4.4.2 Ac on sheet
4.4.3 A printout of the client's policy document details
4.4.4 One hard copy of the claims printout
4.4.5 A note of any other relevant informa on gleaned from the conversa on with the client (noted on the ac on list).
5. RADIO
5.1 A empted the and damages
5.1.1 The claims technician must check the le and establish what type of claim is being dealt with and become familiar with the procedures which are to be followed for the type of claim, a er comple ng the steps below:
5.1.1.1 Ensure that documenta on for proof of cover and premium con rma on is on le, for the speci c date of loss for which the claim is submi ed.
5.1.1.2 Verify that the client has the appropriate cover for the type of claim submi ed, print a schedule and put on le.
5.1.1.3 Ensure that all the required documents are contained in the le. If any documents are missing, take steps to obtain them. Documents should preferably be requested by le er/e-mail and a copy of the le er/e-mail should be kept on le.
Binder Claims Mandates and Guidelines – 2015/2016 Page | 25