Motor Claims Procedure

FORWARD

 

In our effort to improve communication and keep our promises to the policyholders by paying valid claims more expeditiously and to our clients satisfaction, the general rules relating to claims procedures and services are summarised below:

 

MOTORS CLAIMS PROCESSING & SERVICE

  • When involved in an accident do not allow yourself to be intimidated to admit liability
  • Always remain calm
  • Do not panic
  • Call the Traffic Police
  • Take down details of other motorists involved;
    • License Plate
    • Make and Colour of Vehicle
    • Driving License Number
    • Insurance Policy Number and Insurance Company

WHAT DO I NEED TO SUBMIT A MOTOR CLAIM?

  • Motor Claim Form
  • Police Abstract Form
  • Copy of Driving License
  • Witness Statements (if available)

 

CLAIMS / NOTIFICATION / VERIFICATION / SETTLEMENT / REPUDIATION

  • Report the incident immediately to the police who should if possible visit the scene of the accident while the vehicles are still at the scene and in the accident position to avoid destruction of evident especially in determining the person to blame.
  • Thereafter and as soon as possible report the accident to your brokers or Mercantile and remember to co-operate with the company's appointed Assessors/Investigators when called upon to give details pertaining to the loss.
  • To enable us to deal expeditiously and attend to the claim immediately and within the shortest time possible it is important for you to promptly give some details of the circumstances of the occurrence.
    • Policy number,
    • Motor vehicle registration
    • Date and time of accident
    • Explanation of damage to your vehicle
    • Estimated cost of repairs
    • Any possible third party liabilities for property or personal injuries.
  • The completion of the relevant claim form accompanied by the relevant copies of driving licence, Police Abstract Report, the witness statement if available. The claim form can be obtained from the brokers and / or directly from our offices.
  • Depending on the circumstances of the loss given at notification stage and on verification of claim the immediate appointment of a motor assessor is necessary if not already done. Normally we outsource the services of independent motor vehicle assessor's/investigators already in the panel of service providers.

 

SETTLEMENT OF PARTIAL LOSS / TOTAL LOSS

 

The motor claims involve re-inspection where practicable by our internal assessor to ensure compliance with the assessment reports, workmanship and integrity of the garage.
The insured should sign a satisfaction note only if they are satisfied with the work carried out on the vehicle the insured should have already paid the excess applicable otherwise the applicable excess should be paid before the release letter is issued to the garage. The garage forwards their repairs invoices based on authorised amount of repairs to us for settlement.

 

TOTAL LOSS CLAIM

 

All own damage claims considered constructive total loss are assessed by external assessors whose report gives the estimate of value, pre-accident value of the vehicle and likely salvage value.
To minimise vandalisation of vehicle parts such vehicles are towed from insured's premises, garage or police station to safer storage premises which are economical.

The claim settlement offer is communicated to the insured based on the pre-accident value recommended by the external/independent assessor.
Settlement of the total loss claim is only made on acceptance by the insured, and the submission of the necessary documents which include:

- Discharge Voucher duly executed
- Original log book
- Transfer forms duly signed but undated
- P.I.N, C.O.I & ID.

 

OWN DAMAGE CLAIMS / INVESTIGATION OF THEFT CLAIMS / NECESSITY TO ASCERTAIN PRE-EXISTENCE OF THE VEHICLE

 

Where the circumstances of the loss are not clear we carry out independent investigation of the claim. Otherwise we seek assessment of the independent loss adjusters to enable us settle the theft and total loss claims. The documents to be submitted include Discharge voucher duly executed, original log book, Transfer forms duly signed but undated, PIN, COI, ID and any other related document.