Broker Guide
Transformed claims process
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Making it easier to
do business with us
Mutual & Federal has created this guide to inform you of
our new Claims Transformation processes and provide you
with the necessary information to help us make it simpler
and quicker to settle your claims.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Assess
Claims
transformation
objectives
In 2014, Mutual & Federal launched the
• We understood the higher
needs of the environment
and the consumer.
Claims Transformation Program to
analyse our existing claims processes and
identify opportunities for improvement.
Align
• We have made some
tough decisions to be
future fit.
Activate
• Now is the time to
externalise our stor y and
lead the categor y through
engagement.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Project scope
We are introducing a number of changes stipulated below.
• Introduction of our new Interactive Voice Response (IVR):
• This new telephony system will allow us to route calls to the most appropriate staf f members, based on the policy and
claim number.
• It will make it easy to contact us through a single national number from any where in South Africa.
• We will be able to accurately measure our productivit y, thus ensuring a continued high ser vice level.
New claims contact details:
• New claims number: 0861 24 7 365.
• The new claims number is a ShareCall number 0861 24 7 365, meaning that the caller will be liable for the por tion of their call to the local Telkom exchange.
• Calls made from a cell phone to this number will be charged at normal call rates.
Our claims e-mail addresses are:
For existing claims
• Motor Claims – [email protected]
• Non-motor Claims – [email protected]
• Agriculture Motor – [email protected]
• Agriculture Non-motor – [email protected]
• Specialist Claims – [email protected]
• Salvage Claims – [email protected]
• Third Par t y – thirdpar t [email protected]
• Motor Liabilities Claims depar tment – [email protected]
Claims processing:
• All claims related to allsure, multisure and AssetCare will be processed in the new manner.
• Using Motor and Non-motor, instead of Personal and Commercial as dif ferentiation by categor y, drive greater ef ficiency than by
line of business.
• Our Agriculture Claims process has the following small changes:
• You may use the new IVR number: 0861 24 7 365 to get
routed to the correct agent or continue to use the existing
Cape Town and Bloemfontein Agriculture numbers.
• The Agriculture Claims processing hubs will be located in
For new claims
Cape Town and Bloemfontein.
• Motor Claims – [email protected]
• Red Carpet and Specialist Claims remain unaf fected by
the changes.
• Non-Motor Claims – [email protected]
• Agriculture Motor – [email protected]
• Agriculture Non-motor – [email protected]
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
• Claims processed by our Binder Brokers and UMAs
remain unaf fected.
OUR PROCESSING HUBS
HAVE CHANGED:
PRETORIA
Please see function per region.
Our processes will be divided into front
office, back office and payments.
JOHANNESBURG:
Each area will become specialists in the
way they process the work, creating
pockets of efficiency, resulting in
improved turnaround times.
JOHANNESBURG
•
FNOL
•
Back of fice Motor/
Non-motor: JHB, BLOEM
•
Fast Track
•
Payments
•
FNOL
•
Recoveries, Salvage & T/Loss
•
CRC, SIU & Assessment
•
Back of fice Non-motor (until July nex t year)
•
CRC, SIU & Assessment
BLOEMFONTEIN
DURBAN
EAST LONDON
CAPE TOWN:
•
FNOL
•
Back office Motor: CPT, PE, KZN (to move in
July 2016)
•
Back of fice Non-motor: CPT, PE (to move in July 2016), K ZN (to move in July 2016)
•
Agriculture Claims for CT, PE and K ZN
•
CRC, SIU & Assessment
PORT ELIZ ABETH:
BLOEMFONTEIN:
PORT ELIZ ABETH
CAPE TOWN
•
Agriculture Claims for JHB and BLOEM
•
CRC, SIU & Assessment
DURBAN:
•
Back of fice Non-motor (until July nex t year)
•
SIU & Assessment
Front office
functions and
features
Back office and
payments: functions
and features
•
First notification of loss
•
Communicate with clients and brokers
•
Capture initial information from broker
•
Arrange car hire
•
Categorise claim based on business rules
•
Obtain additional information
•
Fast track claims
•
Claims processing and decision making
•
Regular claims
•
Manage suppliers
•
Complex claims
•
Request assessments
•
Provide claim number
•
Approve and release payments
•
Book tow, if required
•
Total Loss & salvage
•
Check car hire details on policy
•
Third Par t y
•
Book motor assessment
•
Special investigations
•
Request emergency non motor assessment & repairs
•
Legal
•
Handle queries from customers/brokers/suppliers on claim status
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
New claims
registration channels
0861 247 365
Make call to M& F (Centralised Contact Centre)
File a new claim
Send email to M& F (Centralised Contact Centre)
Use M& F’s mobile or web app (Self-ser vice)
Mr Broker - 0861 247 365
0861 247 365
Make call to M& F (Centralised Contact Centre),
Make call to M& F Negotiator (Directly on the ex tension
number provided through notification)
Quer y/status on
existing claim
Send email to M& F
(Centralised Contact Centre)
Use M& F’s mobile or web app (Self-ser vice) 2016 only
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Mr Broker
Make call to M& F
0861 247 365
New Claims registration
IVR : process changes
for new and existing
claims
System
engine
Choose new claim
registration t ype for:
Motor
Enter
Policy
or
Non-motor
or
Based on
policy #,
system
will route
the call to
best skill
in Contact
Centre
JHB
CPT
Agriculture
PE
Choose language option
Choose option for:
New claims registration
or
Existing claims status update
Existing Claims quer y
Choose broker option
Choose option know
status of claim
or
Choose option for
speaking to CSR for
other queries
Answer
verification
questions
Call to M& F Negotiator (Directly
on the ex tension number provided
through notification)
Most recent status of
claim is auto read out
by IVR
Call is replied by skilled
CSR and answers the
quer y based on claim’s log
New Claims Registration
Email process
changes for new
and existing claims
• Email received with
correct policy # in
subject line auto
indexed for new claim
registration
Draf t email to request
registration of claim
•
Add policy # in the subject line
•
At tach completed Claims Form
•
Provide all material information required for claims registration
•
At tach required documents and quotations, if any
•
Send email to respective centralised email ID based on claim t ype
•
Draf t email to clarif y quer y
•
Add claim # in the subject line
•
Claims get auto at tached to the existing claims file for which there
is a respective claims handler
•
Claims handler opens the email and identifies purpose of the quer y
JHB
Email is handled
by Skilled CSR
for Registration
• Based on policy
t ype skilled CSR is
automatically assigned
• CSR completes
registration or call/
email back for missing
information
Existing Claims Quer y
Mr Broker
In case policy is incorrect
or unavailable in email
registration request,
email replied back
requesting policy #
•
Replies to the quer y accordingly
•
In case quer y is not clear or requires follow up, will accordingly call back or does the required follow ups
CPT
PE
Mr Broker
New Claims Registration
New web process for
new and existing claims
(to be launched in 2016)
Select
Motor
Choose
Relevant Peril
Follow Dynamic
Script & answer
question
for Claim
Registration
or
Non-motor
Log on to M& F web/mobile app with valid credentials
Choose ‘File a Claim’ option from easy navigation panel
Choose ‘Claim Status’ option from easy navigation panel
Existing Claims Quer y
or
Search for
the required
Claim #
Click on
Claim #
Most recent
status of the
Claim will be
available
Claims
registration
process
New claims registration via Telephone
(Interactive Voice Response)
The number: 0861 247 365 is a shared call
number.
The Interactive Voice Response (IVR)
system will route calls correctly based on
the selected options as well as the policy
and broker ID.
For Motor and Non–motor claims the calls
will be routed to our Claims Front Of fice
which will be located across Cape Town,
Johannesburg and Por t Elizabeth.
Agriculture Claims will be correctly routed
to the nex t available Agriculture Agent.
Agriculture Claims will be managed from
either Cape Town or Bloemfontein. The
Agriculture Claims Process will then
continue as it is today.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
You will be required to enter the TIA policy
number at the beginning of the call. If
this is incorrectly entered then you will
be requested to enter your identification
number.
You will be routed to the first available
customer ser vice agent who will continue
with the telephonic claims registration
process.
If you enter the TIA policy number or your
identification number incorrectly then the
call will be automatically routed to the nex t
available customer ser vice representative
who will guide you.
You will receive a claim number af ter the
mandator y information has
been provided.
The option of a Customer/Broker
Satisfaction Sur vey is provided.
IVR selection options
New Claims
0 = Emergency
1 = Autoglass or
Windscreen
1 = Broker
Registration Process:
Mandatory information
Loss date and time
2 = For all Motor Claims
Loss t ype
3 = Non-Motor Claims
Loss location
0 = Repeat options
Brief loss description
9 = Repeat options
9 = Previous menu
Medical assistance
Selection options
Enter options
Items of loss
1 = Agriculture Claims
Enter Policy number
2 = New Claims
Enter Broker ID
2 = Direct Customer
3 = Speak to a Customer
Ser vice Representative
3 = Existing Claims
4 = Policy related
0 = Repeat options
Claims
registration
process
New claims registration via email
Emails are routed to the appropriately
skilled customer ser vice representative.
The email must have the TIA policy number
in the subject line.
If the TIA policy number is not in the subject
line, the claims process may be delayed and
the email will not be correctly routed.
For Motor and Non-motor Claims, the email
will be routed to the Claims Front Of fice
which will be located across Cape Town,
Johannesburg and Por t Elizabeth.
The customer service representative will
contact you to finalise the registration
process or obtain additional information.
The customer ser vice representative
will also double-check whether towing or
emergency assistance is required.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Agriculture Claims will be correctly routed
to the nex t available Agriculture Agent.
Agriculture Claims will be managed from
either Cape Town or Bloemfontein. The
Agriculture Claims Process will then
continue as per normal.
Red Carpet, Specialist and Third Par t y
Claims will be correctly routed to the nex t
available agent as per the current process.
You will receive a Claim number after the
mandatory information has been provided.
1. Please use the following
email addresses to
register your claim
2. When constructing
your email include the
following:
Motor Claims =
[email protected]
• Inser t TIA Policy number in the subject line
Non-motor Claims =
[email protected]
• At tach Claims Form containing at least the mandator y information
Red Carpet =
[email protected]
Specialist Claims =
[email protected]
Third Par t y =
thirdpar t [email protected]
3. Please include the
following mandatory
information
Loss date and time
Loss t ype
Agriculture Motor =
[email protected]
Loss location
Agriculture Non-motor =
[email protected]
Medical assistance
Brief loss description
Items of loss
4 . Email routing
The email will be routed
to the nex t available
Customer Ser vice
Representative with the
appropriate skill.
5. Finalise capturing
process
You will be contacted
via telephone or email to
provide any additional
information. If no
additional information is
required you will be issued
with a claim number.
Claims
registration
process
New claims registration via mf online
The functionality of mf online has not changed.
Refer to the mf online Manual for additional
information on the mf online functionality.
The process will remain the same, the flow
Indicated below is a summary.
Log on
Broker logs on and selects
File a Claim
Register a Claims
notification
M&F reference number
Broker reference number
Notification date
Incident date
Policy number
Client name
Informer name
Notification t ype
Contact person
Suburb of loss
Description of loss
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Claim options
Motor
Non-motor
Both Motor and Non-motor
Complete capturing
process
Generate reference
number
Upload documents
Routing of Claim
The claim will be routed
to the nex t available back
of fice negotiator.
New claims
registration
Fast Track Claims
A claim may be identified as Fast Track based
on criteria as indicated:
How to register a Fast
Track Claim
Fast Track Claims are settled and paid within
eight business hours.
Fast Track identification
Payment of Claims
Telephone: 0861 247 365
System identifies Fast
Track based on:
Email:
Quantum
The claim will be routed
to the nex t available
Payments Representative
Motor Claims =
[email protected]
Section
Non-motor Claims =
[email protected]
mf online
Claim information
required
Provide mandator y
information (see previous
section)
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Risk Factors
Under writing Criteria
Suppor ting Documentation
System score
Immediate Claims
settlement
Claims Set tlement within
eight business hours
Following up on
existing claims
IVR Selection options
The Number: 0861 247 365 is a shared call
number.
0861 247 365
Selection options
Existing Claims menu
1 = Enquire about claim’s
status
Afrikaans/English
1 = Agriculture Claims
You will have the option to follow up on
existing claims via the shared call number:
Selection options
2 = New Claims
0861 247 365.
0 = Emergency
3 = Existing Claims
The option exists to be transferred to an Agent
or receive update using the Automated Claim
Status Announcements.
1 = Broker
4 = Policy related
2 = Claim-related queries
and be transferred to an
agent
2 = Direct customer
0= Repeat options
0 = Repeat options
The Automated Claim Status Announcements
are in Afrikaans and English.
3 = Speak to a Customer
Ser vice Representative
9 = Return to previous
menu
9 = Repeat options
Enter options
Enter policy number
Enter broker ID
Automated message based
on claim’s status
1 = Enquire about claim’s
status
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Our IVR system has been improved
to ensure efficiency.
Mandatory information to provide during the
claims registration process
Motor and
accident claims
•
Policy number
•
Driver insured is not repor ting
•
ID number
•
Contact details
•
Vehicle registration number
•
Full description of incident
•
Incident date
•
Police case number and repor t
•
Incident time (exact time)
•
Suburb of loss
•
•
If the insured is not repor ting ; informer name and contacts
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
•
Was the driver of the vehicle under the influence of drugs or alcohol or tested for alcohol?
Was/is the vehicle drivable?
•
Was the vehicle towed? If “ Yes”, please provide towing company details and contact numbers
•
Is the vehicle still under warrant y?
•
What was the speed of impact?
•
Where is the vehicle now (physical location)?
•
Speed of vehicle at time of accident:
• stationar y or
•
Did the incident involve a chain collision? If “ Yes”, please provide third par t y details and contact numbers (cellphone preferable)
• slow speed e.g. less than 60km/h or
• high speed e.g. more than 80km/h
• Third par t y name
• Third par t y contact details and insurer details
• Vehicle registration number
• Address of resident(s)
•
Did the insured vehicle roll?
•
Did the airbags in the insured vehicle deploy?
Is the car drivable or not?
•
Did the airbag deploy: Yes or No?
•
VIN numbers (used by investigators)
Mandatory information to provide during the
claims registration process
Motor theft/
hijack claims
•
Has the vehicle been recovered?
•
If recovered, where is the vehicle now?
• Date of recover y
• Address, contact person and contact number
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Non-motor Claims
•
Policy number
•
Proof of ownership
•
ID number
•
Photographs
•
Incident date
•
Damage repor ts
•
Incident time
•
The amount claimed
•
Physical address and suburb of loss
•
Any other relevant information which may af fect the claim
•
If the insured is not repor ting informer name and contacts
•
Police case number for
thef t/burglar y claims
•
Full description of incident
•
Excess applicable
•
International Mobile Equipment Identit y (IMEI) - for cell phones Claims
•
Description of the proper t y and
date purchased
•
Valuation cer tificate (Jewelr y claims only)
•
Invoices
•
Contact person and telephone numbers if a Loss Adjuster or an Assessor needs to be appointed
Non-motor questions
per section and peril/
loss class
Section
Peril/Loss Class
All Risks
Question
Loss/damage; Theft
Other insurance?
Claim older than 3 months?
Bereavement Expenses
Bereavement
Is the body currently in South Africa?
What was the age of the child?
What was the cause of death?
Extended Personal liability
Judgements or settlements under US or Canadian law?
Was action initiated outside South Africa?
Did you contact the Labour Help Line before you commenced with the disciplinary action?
Home Employers’ Labour Dispute
Is one or more of the special exclusions applicable?
Type of unfair labour practice?
Does Acc Benefit extension apply to insured cover?
Does the Claim Form have a doctor’s Stamp?
Does the Claim Form have a hospitals Stamp?
Insured admitted for existing medical condition?
Hospital Cash Plan
Insured admitted when outside of RSA for 3 months or less?
Was insured admitted whilst outside of RSA?
What is the doctor’s address?
What is the doctor’s name?
What is the hospital admission date?
Section
Peril/Loss Class
Question
What is the hospital discharge date?
What is the hospital Name?
Hospital Cash Plan
What is the patients occupation?
What is the patients relationship with the Insured?
Accidental bodily Injury
Damage in or on the private residence?
Due to a domestic animal owned by insured?
Was the case reported to the authorities?
Police station name?
Accidental damage
Police case number?
Was the damage as a result of geyser bursting?
Is there consequential damage?
Accidental damage to audiovisual equipment & glass
Did the loss occur in the private residence?
Was the case reported to the authorities?
Police station name?
Household Goods
Accidental death
Police case number?
Does the insured have any other insurance cover other than M&F?
Due to a domestic animal owned by insured?
What is the age of the deceased?
Domestic telephone instruments
Did the loss occur in the private residence?
Is the damage to a cellular telephone or mobile communication equipment?
Was the case reported to the authorities?
Explosion
Police station name?
Police case number?
Is a TP responsible?
Extended accidental damage
Did the loss occur in the private residence?
Section
Peril/Loss Class
Question
Was the case reported to the authorities?
Fire
Police station name?
Police case number?
Is a TP responsible?
Keys and locks
Did the loss occur in the private residence?
Does the insured have any other insurance cover other than M&F?
Liability
Due to a domestic animal owned by insured?
Due to an injury sustained by a domestic staff?
Is the insured the tenant?
Is a TP responsible?
Lightning
Police case number?
Police station name?
Was the case reported to the authorities?
Household Goods
Loss of water by leakage
Medical expenses
Due to leaking tap/geyser/toilet system/swimming pool?
Was residence unoccupied for longer than 3 days?
Does the insured have any other insurance cover other than M&F?
Did the duration of the loss of power exceed 24 hours?
Refrigerator and deep freeze contents
Due to breakdown of or accidental damage to the unit?
Due to loss of power supplied by public authorities?
Was the case reported to the authorities?
Police station name?
Theft
Police case number?
Was the alarm system activated?
Was the home vacant during the robbery?
Were jewellery and watches kept in a safe?
Damage in or on the private residence?
Transit risk
Was the case reported to the authorities?
Police station name?
Police case number?
Section
Household Goods
Peril/Loss Class
Question
Trauma
Damage in or on the private residence?
Was it as a result of an armed robbery?
Damage as a result of pipes/other water apparatus bursting?
Accidental damage, accidental damage to fixed glass and sanitaryware
Did the damage form part of the building?
Is a TP responsible?
Accidental damage to machinery
Accidental damage to public supply or mains connection
Accidental to fixed water pumping machinery
Is loss or damage covered by a warranty or service contract?
Pump or motor situated below normal flood levels?
Did the damage form part of the building?
Loss/damage to domestic borehole pump/electrical motor?
Pump or motor situated below normal flood levels?
Damage as a result of pipes/other water apparatus bursting?
Burst geysers
House Owners
Description of resultant damage?
Did the damage form part of the building?
Is loss or damage covered by a warranty or service contract?
Earthquake
Medical expenses
Explosion
Fire
Did the damage form part of the building?
Does the insured have any other insurance cover other than M&F?
Did the damage form part of the building?
Is a TP responsible?
Did the damage form part of the building?
Is a TP responsible?
Did the damage form part of the building?
Liability
Is liability as a result of injury to TP?
Is liability due to damage to TP property?
Lightning
Loss of water by leakage
Did the damage form part of the building?
Description of resultant damage?
Is the quarterly meter reading at least 50% more compared to the previous 4 readings?
Section
Peril/Loss Class
Question
Description of resultant damage?
Power surge extension
Did the damage form part of the building?
Is a TP responsible?
Is loss or damage covered by a warranty or service contract?
Snow, storm, floods, hail, wind
House Owners
Description of resultant damage?
Did the damage form part of the building?
Description of resultant damage?
Subsidence
Did the damage form part of the building?
Is a TP responsible?
Was there visible forcible or violent entry?
Theft
Description of resultant damage?
Was the residence abandoned/unoccupied at time of the loss?
Claim for fraudulent bank charges not related to ID theft?
Has the incident been reported to the relevant institution?
Is the claim for fraudulent bank charges not related to ID theft?
Identity theft
Police case number?
Police station name?
Was the incident reported to the authorities?
Is claim as a result of electricity supply/power surge?
Mechanical breakdown
Was item older than 10 years when added to the policy?
What item is being claimed for?
Are medical expenses covered by a medical aid?
Personal Accident
Medical expenses, temporary total disablement
What was the cause of medical expenses being incurred?
What was the cause of temporary total disablement?
Damage, loss
Personal Computers
Electrical breakdown, lightning, mechanical
Theft
Does the insured have any other insurance covering other than M&F for these items?
Do you have any other insurance covering other than M&F for these items?
Was the residence vacant at the time of the loss?
Section
Peril/Loss Class
Question
Do you have any other insurance covering other than M&F for these items?
Personal Liability
Credit cards
Police case number?
Police station name?
Had insured been employed on permanent basis for 13 months?
Has insured been retrenched?
Retrenchment
Has insured claimed retrenchment benefit in last 12 months?
Was insured made redundant during the period of this policy?
Was insured made redundant prior to his/her 66th birthday?
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Other mandatory information-based section
and peril/loss class
Section
Motor
Peril/Loss Class
Question
Own Damage, Third Party Property
Expenses for occupant(s) who sustained bodily injury?
Expenses for occupant(s) who sustained bodily injury?
Was the vehicle parked?
Expenses for occupant(s) who sustained bodily injury?
Was the vehicle roadworthy before the incident?
Expenses for occupant(s) who sustained bodily injury?
What was the vehicle used for?
Expenses for occupant(s) who sustained bodily injury?
Did the airbags deploy?
Theft
Date vehicle was recovered
Theft
Victim of violent theft, attempted theft, hold-up/hijacking?
Theft, Fire, Own Damage, Third Party Property
Date licence was obtained
Theft, Fire, Own Damage, Third Party Property
Driver’s contact number?
Theft, Fire, Own Damage, Third Party Property
Passenger details
Theft, Fire, Own Damage, Third Party Property
Tow operator’s details
Theft, Own Damage, Third Party Property
Was the incident driver blood alcohol level above the statutory limit?
Theft, Own Damage, Third Party Property
Was the incident driver tested for alcohol?
Theft, Own Damage, Third Party Property
What is the driver’s age?
Theft, Own Damage, Third Party Property
What is the driver’s gender?
Theft, Own Damage, Third Party Property
What is the driver’s ID no or date of birth?
Theft, Own Damage, Third Party Property
What is the driver’s licence code?
Theft, Own Damage, Third Party Property
What is the driver’s name?
Theft, Own Damage, Third Party Property
Who was driving the vehicle (insured or named driver or other party)?
Theft, Fire, Own Damage, Third Party Property
Witnesses detail
Theft, Fire, Own Damage, Third Party Property
Details of physical location
Theft, Fire, Own Damage, Third Party Property
Drivable?
Theft, Fire, Own Damage, Third Party Property, Windscreen
Police at the scene?
Theft, Fire, Own Damage, Third Party Property, Windscreen
Where is the vehicle now?
Other mandatory information-based section
and peril/loss class
Section
Motor
Peril/Loss Class
Question
Theft, Own Damage, Third Party Property, Windscreen
Was the vehicle towed?
Third Party Property
Are the third party details known?
Third Party Property
Did the weight of the trailer, caravan, car or goods vehicle towed exceed 3500kg?
Third Party Property
Is a TP involved?
Third Party Property
Is a TP responsible?
Third Party Property
TP details (e.g. vehicle reg, contact detail, name of driver)
Third Party Property
Was the vehicle towing a trailer, caravan, car or goods vehicle?
Windscreen
Was the windscreen replaced?
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
The use of
claim forms
Claim forms assist with the processing of claims and aid all par ties, so please use these for
your convenience. You are encouraged to use claim forms for email communication.
Motor theft
claim form:
MOTOR THEFT CLAIM FORM
MOTORDIEFSTAL EISVORM
Insurance Company Limited
Versekeringsmaatskappy Beperk
Reg. No. 1970/006619/06
Authorised Financial Services Provider
POLICY NO.
CLAIM NO.
POLISNR.
EISNR.
BROKER/AGENT
MAKELAAR/AGENT
COMPANY NAME / SURNAME
AND INITIALS
MAATSKAPPY NAAM / VAN
EN VOORLETTERS
COMPANY REGISTRATION
NUMBER
MAATSKAPPY SE
REGISTRASIENOMMER
IDENTITY NUMBER
IDENTITEITSNOMMER
VAT REGISTRATION NO.
BTW REGISTRASIENR
BESIGHEID OF BEROEP
PHYSICAL ADDRESS
STRAATADRES
POSTAL ADDRESS
TELEPHONE NUMBERS
POSADRES
Business
Home
Cellular
Make
Model
Year
Mileage
Vehicle Identification Number
Chassis Number
Engine Number
Finance Company
Owner
Afstand afgelê
Voertuig
Identifikasienommer
Onderstelnommer
Enjinnommer
Kleur (Buite)
Branch
Naam
Tak
Account Number
Rekeningnommer
Type of Agreement
Tipe ooreenkoms
Identity Number
Uitstaande Bedrag
Naam
Identiteitsnommer
Datum van Diefstal
Time of Theft
Tyd Diefstal Plaasgevind
Place where Theft occurred
Plek waar Diefstal
plaasgevind het
Police Station Reported To
Polisiestasie waar
aangemeld
Diefstal
Date of Theft
Eienaar
Theft
Jaar
Finansierings
Maatskappy
Group
Model
Registrasienommer
Kleur (Binne)
Name
A member of the
Fabrikaat
Interior Colour
Outstanding Amount
Authorised Financial Services Provider
Huis
Sellulêr
Exterior Colour
Name
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
Besigheid
TELEFOONNOMMERS
Voertuig
Vehicle
Registration Number
Versekerde
Insured
BUSINESS OR OCCUPATION
Motor theft
claim form continued:
SAPS Case Number
Motor accident
claim form:
MOTOR ACCIDENT CLAIM FORM
(Delete sections not applicable)
MOTORONGELUK- EISVORM
(Skrap afdelings nie van toepassing nie)
SAPS Saaknommer
Date Reported
Datum Aangemeld
Reported By
Deur wie Aangemeld
Circumstances of Theft
Insurance Company Limited
Versekeringsmaatskappy Beperk
Reg. No. 1970/006619/06
Authorised Financial Services Provider
Omstandighede van Diefstal
POLICY NO.
POLISNR.
CLAIM NO.
EISNR.
BROKER/AGENT
MAKELAAR/AGENT
INSURED
IDENTITEITSNOMMER
BTW REGISTRASIENR.
ADDRESS AND DAY
TELEPHONE NUMBER
If vehicle subject to Hire
Purchase, Credit or
Leasing Agreement, state
name and address of
Finance Company
In whose name is the
vehicle registered?
ADRES EN DAG
TELEFOONNOMMER
Make/Fabrikaat
Tare/Tarra
Gross Vehicle Mass/Bruto Voertuig
Massa
Registration/Registrasie
Value/Waarde
Model and Year/Model en Jaar
Kilometres
Completed
Kilometers
Afgelé
Date of purchase
Datum van aankoop
Was the Vehicle Locked?
Skade aan u eie voertuig
Estimate for repairs or
attach quotation
Beraamde herstelkoste of
heg kwotasie aan
Repairer’s name, address
and telephone number
Hersteller se naam, adres en
telefoonnommer
Where can your damaged
vehicle be inspected?
Waar kan u beskadigde
voertuig ondersoek word?
Full Name
Was die Voertuig gesluit?
Volle Naam
Address
If not, give reasons
Indien nie, verstrek redes
Anti-theft / Vehicle Recovery
Device Details
Driving Licence
Is hierdie Toebehore
afsonderlik verseker?
Make
Fabrikaat
Fitted by
Geinstalleer deur
Date fitted
Besonderhede van Antidiefstal Toestel / Voertuig
Opsporingstoestel
Aantal
Number
Nommer
Date
Datum
Meld volledig die doel
waarvoor die voertuig
gebruik is.
Het hy/sy met u
toestemming bestuur?
Was he/she in your
employ?
Was hy/sy in u diens?
Is hy/sy die eienaar van n’
ander voertuig? Indien ja,
meld naam van versekeraar
en polisnommer
Besonderhede van enige
veroordelings weens
motorry-oortreding
Is rybewys ooit
geëndosseer?
Ly hy/sy aan enige
liggaamlike gebreke?
Besonderhede van vorige
ondelukke
Date
Versekerde se Handtekening ………………………………………………
Hoedanigheid ……………………………………...
Datum ……………………………………….
A member of the
Group
PASSENGERS (Insured
Vehicle)
PASSASIERS IN
VERSEKERDE VOERTUIG
For what purpose were
they carried?
OTHER
VEHICLES
OTHER PARTY
Declaration
Capacity
Injury/Besering
Met watter doel is hulle
vervoer?
Is hulle werknemers?
Make
Fabrikaat
Contact details: Home, Work or Cell No.
Kontak besonderhede: Huis, Werk of
Sellulêr
Name and Address of Owner and Driver
Naam en adres van Eienaar en
Insurance details: Company, Policy and/or
Claim No. Versekerings besonderhede:
Maatskappy, Polis en/of Eis No.
Details of damage
Besonderhede van skade
Details of damage
Besonderhede van skade
ANDER
VOERTUIE
ANDER PARTY
Verklaring
Insured’s Signature
Address/Adres
PASSENGERS IN
INSURED VEHICLE
(1)
(2)
(3)
Name and Address of Owner
Naam en adres van Eienaar
PROPERTY OTHER THAN
VEHICLES
PASSASIERS (Versekerde
Voertuig)
Ek/Ons verklaar hiermee dat die voorafgaande besonderhede in elke opsig waar is.
Rybewys
Was he/she driving with
your permission?
Registration Number
Registrasienommer
I/We hereby declare the foregoing particulars to be true in every respect.
Authorised Financial Services Provider
Learner/Leerling
Are they employees?
PLEASE ATTACH THE VEHICLE KEYS, A COPY OF THE REGISTRATION CERTIFICATE, AND THE LATEST SERVICE INVOICE.
HEG ASSEBLIEF DIE VOERTUIGSLEUTELS AAN SAAM MET ‘N AFSKRIF VAN DIE REGISTRASIESERTIFIKAAT EN DIE NUUTSTE DIENSFAKTUUR.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
Full/Vol
Details of previous
accidents
Besonderhede van ander
kenmerke wat kan help met
identifikasie
MUFED 1630 08/11
Kode
Has he/she any physical
defects?
Besonderhede van
krapmerke, duike, defekte
Details of other features which
would assist identification
Code
Has licence ever been
endorsed?
Besonderhede van
venstergraverings
Deur wie aangebring
Details of scratches, dents,
defects
Plek
State fully the purpose
for which the vehicle was
being used
Name/Naam
Applied by Whom
Place
Details of any convictions
for motoring offences
Datum geinstalleer
Number
Identiteitsnommer
Is he/she the owner of
another Vehicle? If yes,
give name of Insurer and
policy number
PLEASE ATTACH PROOF OF DEVICE/
HEG ASSEBLIEF BEWYS VAN TOESTEL AAN
Details of Window Markings
Beroep
Identity Number
BESTUURDER
Are these Accessories separately
insured?
Adres
Occupation
Besonderhede van
Gesteelde Toebehore (Heg
fakture aan)
DRIVER
Details of Stolen Accessories
(Please attach invoices)
SKADE
DAMAGE
Damage to own vehicle
Indien voertuig onder
Huurkoop, Krediet- of
Bruikhuur-ooreenkoms is,
meld naam en adres van
Finansieringsmaatskappy
In wie se naam is die
voertuig geregistreer?
VOERTUIG
VEHICLE
IDENTITY NUMBER
VAT REGISTRATION NO.
VERSEKERDE
NAAM EN BEROEP
NAME AND OCCUPATION
Details of damage
Besonderhede van skade
EIENDOM
UITGESONDERD
VOERTUIE
Property loss/
damage claim form
PROPERTY LOSS / DAMAGE CLAIM FORM
EIENDOMSVERLIES / -SKADE EISVORM
Insurance Company Limited
Versekeringsmaatskappy Beperk
Reg. No. 1970/006619/06
Authorised Financial Services Provider
POLICY NO.
POLISNR.
CLAIM NO.
EISNR.
Tyd en Datum van Verlies/Skade
When was Loss/Damage
discovered?
Wanneer is Verlies/Skade
ontdek?
Address where Loss / Damage
occurred
Adres waar Verlies / Skade
plaasgevind het
Were premises occupied? By
whom?
Was perseel bewoon? Deur wie?
If not occupied, when last
occupied?
Indien onbewoon, wanneer laas
was dit bewoon?
Purpose of occupation
Met watter doel was die perseel
gebruik?
Describe fully how the Loss or
Damage occurred.
(If applicable state how entry
was gained to premises).
Beskryf volledig hoe die Verlies
of Skade plaasgevind het.
(Indien van toepassing meld
wyse waarop toegang tot die
perseel verky is).
Was die diefalarm geaktiveer?
Was burglar alarm activated?
If loss / Damage caused by
another party, give name and
address
Have you previously suffered a
Loss / Damage?
Indien Verlies / Skade deur ‘n
ander persoon veroorsaak is,
meld naam en adres
Het u vantevore verlies of skade
gely?
If so, give details
Indien wel, verskaf
besonderhede
If insured, provide name of
insurer
Indien verseker, verstrek naam
van versekeraar
Polisie Versysingsnommer
Polisiestasie
Datum gerapporteer
Police Reference Number Police
Station
Date reported
Is there any other insurance
covering this Loss/Damage?
If so, give name of Insurer
Beraamde totale waarde van al
die eiendom verseker onder die
polis
Wanneer laas is dit gewaardeer?
Insured’s Signature
Versekerde se Handtekening …………………………………………
Capacity
Date
Hoedanigheid …………………………………...
Datum ………………………………….
PLEASE COMPLETE REVERSE SIDE
VOLTOOI ASSEBLIEF OOK DIE KEERSY
MUFED 1599 11/04
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Verklaring
I/We solemnly declare that I/We have suffered loss of or damage to the property enumerated on the reverse hereof and that the said
property was in my/our possession immediately prior to the said loss/damage which occurred in the circumstances described above.
Ek/Ons verklaar plegtig dat ek/ons die verlies van of skade aan eiendom, wat agterop beskryf is, gely het en dat genoemde eiendom
onmiddellik voor die verlies/skade in my/ons besit was en dat die verlies/skade plaasgevind het as gevolg van die omstandighede
hierbo uiteengesit.
Waarde
Estimated total value of all
property insured under the
policy
When last valued?
Ander
Versekering
Het enige ander persoon ‘n
belang in die versekerde
eiendom, bv. Huurkoop of ander
Krediet-ooreenkoms
Indien wel, meld naam en
belang
Is daar enige ander versekering
wat hierdie Verlies / Skade dek?
Indien wel, meld naam van
Versekeraar
Ander
Belang
Has any other party an interest
in the insured property, e.g. Hire
Purchase or other Credit
Agreement?
If so, give name and interest
k
l
a
Loss /
Damage
Occurrence
Loss / Damage Address
Cause of Loss /
Damage
Previous Loss
/ Damage
Date and Time of Loss/Damage
Polisie
Police
ADRES EN DAG TELEFOONNR.
Vorige Verlies
/ Skade
Other
Interest
ADDRESS AND DAY TELEPHONE
NO.
Oorsaak van Verlies
/ Skade
Other
Insurances
BTW REGISTRASIENR
Verlies / Skade Adres
Value
NAAM EN BEROEP
VAT REGISTRATION NO.
Verlies /
Skade
Voorval
Declaration
MAKELAAR/AGENT
NAME AND OCCUPATION
Versekerde
Insured
BROKER/AGENT
STATEMENT OF PROPERTY LOST, STOLEN OR DAMAGED
N.B. Claims in respect of damage to buildings must be accompanied
by a builder’s estimate.
Number
Getal
Description
Omskrywing van eiendom
OPGAWE VAN EIENDOM WAT VERLOOR, GESTEEL OF BESKADIG IS
L.W. Eise ten opsigte van skade aan geboue moet van ‘n raming van
‘n bouer vergesel wees.
Date Acquired
Datum Verkry
From whom purchased or
acquired
Van wie gekoop of verkry
Current Replacement Value
Huidige Vervangingswaarde
Deduction for wear and tear or
depreciation (if aoolicable) or value of
salvage
Amount
Claimed
Aftrekking vir slytasie of
waardevermindering (indien van
toepassing) of waarde van wrakgoed
Bedrag
geëis
Required documentation
Motor vehicle
damage write-off documentation requirements
Required documentation
Fully completed and signed claim form (police case details imperative).
Clear copy of valid driver’s licence.
Signed change of ownership forms (Yellow, NCO form. Sections A&C to be completed by the registered owner of the
vehicle).
Details and proof of extras fitted to the vehicle at the time of the loss *NB – Photos shall no longer be accepted, only
purchase invoices.
Original and duplicate/spare keys of the vehicle required (COMPULSORY).
Insurable interest must be confirmed. Registered owner and policyholder must be the same as mentioned.
Written confirmation of banking details.
Vehicle on HP - Copy of the registration certificate and settlement quote must be obtained from HP Company by the
insured. NCA does not permit anyone other than the registered owner to obtain this.
If the vehicle is still under finance, please provide us with copy of the motor purchase contract also known as the
credit agreement.
Vehicle HP free – Original GREEN registration certificate. (Please note that the old PINK document is invalid and
cannot be accepted.)
Vehicle HP free – Letter from Insured stating that there is no outstandinghire purchase on the vehicle.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Document attached
Yes
No
Important conditions
to note
▶ No payment will be issued
without all the correct
documentation having
been received.
▶ No retention of the salvage is
allowed irrespective of the
write-of f code.
▶ This document must be
at tached when sending
the documentation to
Mutual & Federal.
▶ Original documentation must
reach us within 10 working days
of the claim being registered or
the insured will be liable for any
related costs (e.g. storage) caused
by delays on his/her side.
Stolen vehicle documentation requirements
Required Documentation
Fully completed and signed claim form (police case details imperative).
Proof that motor vehicle licence fees are paid up to date.
Confirmation of anti-theft device/tracker.
SAP 21 forms from police station for stolen vehicles. (SAP need to verify that vehicle is not recovered.)
Signed change of ownership forms (Yellow, NCO form. Section A&C to be completed by the registered owner of
the vehicle).
Details and proof of extras fitted to the vehicle at the time of the loss. *NB – Photos shall no longer be accepted, only
purchase invoices.
Original and duplicate/spare keys of the vehicle required.
Insurable interest must be confirmed. Registered owner and policy holder must be the same as mentioned.
Written confirmation of banking details.
Vehicle on HP - Copy of the registration certificate and settlement quote must be obtained from HP Company by the
insured. NCA does not permit anyone other than the registered owner to obtain this.
If the vehicle is still under finance, please provide us with copy of the motor purchase contract also known as the
credit agreement.
Vehicle HP free – Letter from insured stating that there is no outstanding hire purchase on the vehicle.
Vehicle HP free – Vehicle must be deregistered by insured as stolen and submit deregistration document to
the insurer.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Document Attached
Yes
No
Important conditions
to note
▶ No payment will be issued
without all the correct
documentation having
been received.
▶ This document must be
at tached when sending
the documentation to
Mutual & Federal.
▶ Original documentation must
reach us within 10 working days
of the claim being registered or
the insured will be liable for any
related costs (e.g. storage) caused
by delays on his/her side.
Additional required documentation based
on non-motor peril
Invoice
Quotations/
valuation
Damage
report
x
x
x
All Risks – stolen
x
x
Geyser
x
x
All Risks – loss and damage
Firearm
x
Jewelery – damage/stolen
x
x
x
x
x
x
x
Accidental damage
x
Theft
x
x
Glass
x
x
Radio – motor: Stolen
x
x
Prescription spectacles
x
x
Keys/Locks
x
x
Lightning
x
Personal documents
x
Death
SAPS
case
number
Copy of ID
document
Copy of
firearm
licence
x
x
SAP 271
form
(Firearm)
Copy of
death
certificate
Copy
of birth
certificate
Copy of
marriage
certificate
Confirmation
of study
Proof of
disability
Executor
letter
x
x
x
x
x
x
x
x
Cellphone – damage/stolen
Blacklist
number
(IMEA)
x
x
x
x
x
x
x
Additional valueadding processes
related to claims
transformation
We now control and manage our engagement with Motor and Non-motor suppliers. The t wo
tools that will assist us in the selection of Motor and Non-motor suppliers include:
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Motor selection tool
This tool enables our business par tners to select the most appropriate supplier, to benefit
customers, company and our par tners, based on the following criteria:
•
Incident location: province / cit y /suburb /gps coordinates
•Warrant y/Non-warrant y
•
Drivable/Non drivable
•
The selection tool will provide the results of the most suited panel beater
Your local claims representative consultant will assist with a demo, if so required, below is
a screen shot of the Tool:
Non-motor
selection tool
This tool enables our business par tners to select the most appropriate supplier, to benefit
the customers, our company and our par tners, based on the following criteria:
•
Commodit y e.g. your T V, jeweller y, sunglasses etc.
•
Incident location: province/cit y
Your local Claims Representative Consultant will assist you with a demo, if so required.
Below is a screen shot of the tool:
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Service Level Agreements
Damage
Tow
Broker/Client
Services
FNOL
Car Hire
Adjudication
Assessment
Repair
Settlement
Channels
SLA’s
Access to emergency &
medical services
Web app
Immediate access to emergency services on web/
mobile app. Business hours as per call centre
Immediate
Accident scene guide
Mobile app
Manage & report loss (through web/mobile app)
post minimum information received
Immediate
Notification of loss
Centralised ivr/call
Immediate reference # generation
Immediate
Policy details – status of
premiums/policy
Damage
Centralised email solution
including fax & claims form
Update personal details
Tow
Services
Target/Threshold
Select item of loss &
description of loss
Broker/Client
Damage
FNOL
Towing
Reference # generation
FNOL
Car Hire
Adjudication
Assessment
Repair
Settlement
Channels
SLAs
Target/Threshold
a) Immediate
Web app
a) Reference # generation immediately after the
minimum information received through IVR, MfOnline
& Mobile app
b) Reference # generation within 8 business hours after
the minimum information received through email
b) Within 8 business
hours
Claim registration immediately post mandatory
information received through IVR, MfOnline &
Mobile app
a) Immediate
Mobile app
Claims registration within 8 business hours after
the mandatory information received through email
Claim Registration
Centralised IVR/call
Capture third
party details
Centralised email
solution including fax &
claims form
b) Within 8 business
hours
Fast Track Claims
processing within 8
business hours
Claims identified as Fast Track to be finalised in
8 business hours post registration
Respond to simple nontechnical queries
Fast track claim handling
Damage
Tow
FNOL
Car Hire
Adjudication
Assessment
Repair
Settlement
Channels
SLAs
Target/Threshold
Tow booking
Web App
Immediate acknowlegement of tow booking request
through Emergency Portal (Swiftcare/FAM)
Immediate
Immediate tow booking after the reference number
generation
Immediate Post Reference # Generation
Tow to M&F approved panel beater within 8
business hours
Tow to M&F Approved Panel beater within 8
Business hours of Booking subject to Type of
vehicle and location of tow. (Areas identified
as remote may have higher time clause)
Towing service
Towing to the
M&F approved
panel beater
Mobile App
Centralised
IVR/Call
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Damage
Broker/Client
Broker/Client
Car Hire
Services
Tow
FNOL
Car Hire
Adjudication
Assessment
Repair
Settlement
Services
Channels
SLAs
Target/
Threshold
Issue the car hire voucher to
customer in back office
Web app
Immediate acknowledgment of car hire request
Immediate
Amend car hire clause
on policy
Mobile app
Confirmation of car hire policy, within 3 business
hours of registration of claim
Within 3
business
hours
Follow up on car hire
extension & return
Centralised IVR/call
Issue of car hire voucher within 8 business hours of
confirmation of policy, if car hire applies
Within 8
business
hours
Point of contact for all
car hire queries
Centralised email solution
including fax & claims form
Disclaimer: This broker SL A is subject to the turn around times achieved
by the new operating model and will be reviewed in December 2015.
It is also subject to all claims information and documents being received.
Service Level Agreements
Adjudication
Damage
Repairs
Tow
FNOL
Adjudication
Assessment
Repair
Settlement
Damage
FNOL
Car Hire
Adjudication
Assessment
Repairs
Settlement
Channels
SLA’s
Target / Threshold
Services
Channels
SLAs
Target/Threshold
BPM
Validate Claim for coverage and policy wordings
within 8 business hours of registration
Within 8 business hours
Repairs completion
in timely manner
Call & email
Notification of the estimated repair timeline within
12 business hours of the assessment report
submission
Within 12 business hours
Accept/reject claim
Mobile App/
MF online
Assessment request for motor claim at FNOL and
non motor in back office within 8-10 business hours
Within 8-10 business hours
Notifying delays in
repair schedule
Call & email
Notify delays in repair schedule on 1 business day
before the scheduled repair completion time
1 business day in advance
Appoints assessor and
approves repairs
Authorise repair within 6-8 business hours of
receiving the complete assessment report
Within 6-8 business hours
Follow up with repairer
Respond to technical queries immediately on call,
within 8 business hours through email
Immediately on call/within 8
business hours through email
Respond to
technical queries Settlement
Damage
Assessment
Tow
Tow
Services
FNOL
Car Hire
Adjudication
Assessment
Repair
Settlement
Services
Channels
SLA’s
Target / Threshold
Assessment to be done
digitally or in filed
Call & email
Assessment to be initiated within 24 Business Hrs
from registration
Within 24 business hours
Booking appointment
Bpm
(smart form)
Appointment of assessor to be informed within 8-10
business hours before actual assessment
Within 8-10 business hours
Assessment
Audatex (ipad)
Preparation & submission
of assessment report
Smart assess
(ipad)
Approve repairs
(exceptions)
Direct repair
program/drive in
Broker/Client
Damage
Broker/Client
Tow
Validate claim description versus
peril versus policy wordings
Broker/Client
Broker/Client
Services
Car Hire
FNOL
Car Hire
Adjudication
A member of the
Group
Repair
Finalise /
Payments
Channels
SLAs
Target/Threshold
Settlement as per customer &
BO authorization
Call & email
Notify customer of the decision within
4 business hours of decision
Within 4 business hours
Notify customer of
settlement/rejection
Web & mobile app
Payments to clients (cash in lieu) within
8 business hours after the settlement decision
Within 8 business hours
post settlement decision
Payments to suppliers as per the
payment terms
As per the agreed
payment terms
Multiple mode of payment.
ex cash in lieu/cash cards etc.
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
Authorised Financial Services Provider
Assessment
Disclaimer: This broker SL A is subject to the turnaround times achieved by the
new operating model and will be reviewed in December 2015.
It is also subject to all claims information and documents being received.
Contact details of the Claims team
GLOSSARY
CSR
Claims Service Representative
FNOL
First Notification of Loss
HP
Hire Purchase
MLCD
Motor Liabilities Claims Department
NCA
National Credit Act
NCO
Notification for Change of Ownership
Red Carpet
A special Mutual and Federal Product designed for specific brokers
SIU
Special Investigation Unit
SLA
Service Level Agreement
MUTUAL & FEDERAL CENTRES
Specialist Claims
Marine Claims, Engineering Claims and Corporate Claims
If the vehicle is safe to drive, Mutual & Federal Motor Assessment Centres and Multi-purpose Centres
are available at the following locations:
TP
Third Party
UMA
Underwriting Management Agency
Michelle van Staden
(Head of Claims)
[email protected]
011 374 2315
Cynthia Moraka
John Welthagen
Sean Pheiffer
Neil Govender
Riaan Van Jaarsveld
(Head of Claims
(Head of
(Head of Motor Claims)
(Head of Recoveries
(Head: Assessment,
Strategic Projects)
Non-motor Claims)
[email protected]
& Liabilities)
Operations)
[email protected]
[email protected]
011 374 2736
[email protected]
[email protected]
011 374 2234
011 374 3360
011 374 2634
011 374 2914
Assessment Centres
Claim Centres
Tel. No.
Fax. No.
Address
Bloemfontein
051 410 2860
051 410 2870
Rosenhof, 90 Zastron, Bloemfontein
Pretoria
012 423 0540
012 423 0544
Corporate Corner, Corner Church & Gordon Roads, Hatfield
Port Elizabeth
041 399 1000
041 399 1009
7 Frank Street, Newton Park
Polokwane
015 296 9674
015 296 9693
10 Neethling Street, Cnr Rhodesdrift Street, Bendor Ext 30
Claim Centres
Tel. No.
Fax. No.
JHB City Centre
011 502 2700/2704
011 502 2708
Corner Acasia & Valley Lane, Blackheath Cresta
011 874 0950
38 North Rand Rd, Corner Herman Pieters St, Hughes,
Boksburg
Multi-purpose Centres
Benoni (East Rand)
011 874 0940
Address
Cape Town
Montague
021 525 2480
021 525 24808
25 Montague Drive, Montague Gardens, Milnerton, Cape Town
Cape Town
Claremont
021 673 1200
021 673 1220
Stadium on Main, 170 Stegman Rd, Claremont
Durban
031 263 8700
031 263 8720
60 Intersite Avenue, Springfield, Durban
Pietermaritzburg
033 264 4700
033 264 4701
188 Victoria Road, Pietermaritzburg
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group
Contact details
Thank you for taking the time to go through our Claims manual.
If you have claims-related queries, contact:
[email protected] or
your regional claims Representative Consultant (CRC).
Complaints:
[email protected]
Policies underwritten by Mutual & Federal Insurance Company Limited (FSP 12).
A member of the
Authorised Financial Services Provider
Group