A member of the Group Authorised Financial Services Provider
A member of the Group
Authorised Financial Services Provider
CLAIMS
OUR VISION
To be the short-term insurer of choice. We will achieve this by building a multi-channel business focused on delivering value to the customer, while fostering close relationships with our strategic business partners.
OUR VALUES
Accountability
• Being prepared to make commitments and be judged against them.
• Taking ownership for actions and problems and being responsible for actions.
Respect
• Treating others as you would have them treat you. • Leveraging the strengths of diversity.
• Actively listening to others and treating people with dignity.
Pushing beyond boundaries
• Playing to the maximum as individuals, teams and as an organisation, across boundaries. • Always striving to break new ground with innovation and creativity.
Integrity
• Being honest, trustworthy, consistent and open.
• Acting in accordance with the highest ethical standards.
Passion
• Giving the best and being dependable in exceeding goals successfully. • Having a sense of optimism and enthusiasm to spend energy voluntarily.
CONTENTS
1.
What sets us apart from our competitors
2.
Claims Service Level Agreement
3.
Reporting a Non-motor claim
4.
Reporting a Motor claim
5.
Mutual & Federal Centres
6.
Mutual & Federal Claims contact information
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WHAT SETS US APART FROM OUR
COMPETITORS
• We have one of the best equipped and structured fraud investigation unit in the industry. • Our staff are high performance individuals who possess a wealth of knowledge and experience . • We work on an Intermediary model so our core business is based on a broker-centric claims structure. • Throughout South Africa you will find Mutual & Federal Assessment and Multi -purpose Centres. • Engagement with our brokers is vital to our business, therefore we have a dedicated team of Claims
Relationship Consultants to help grow these relationships. • We have a mobile digital solution for non-motor assessments.
• A dedicated Stolen/Recovered Vehicles Unit and an experienced Legal department to handle litigious claims.
• We have created a broker-centric digital platform called mfonline, where brokers can register, attach documents and monitor the status of their claims easily and efficiently.
• For certain non-motor claims under the value of R20 000, we offer a Fast track claims processing methodology, allowing claims to be settled quickly.
• We are continuously managing and auditing our preferred suppliers to ensure quality and service that meets our standards.
• Mutual & Federal is the first insurer in Gauteng to provide a mobile claims service manned by Motor
Engineers who can assist in the event of a multitude of claims resulting from a natural disaster, catastrophe or other eventuality.
• Mutual & Federal was voted three years in a row as the Best Employer of the Year in the Short-Term Industry.
2
CLAIMS SERVICE LEVEL AGREEMENT
The Claims Service Level Agreement (SLA) serves as a document that informs you of the processes, timelines and contact details when lodging a claim.
Claims
Below is a list of our SLAs:
Activity Duration
Generic SLAs (Motor and Non-motor) Acknowledgement of new or amended claim requests Within 1 working hour
Reply to routine queries Within 1 working day
Reply to claims queries requiring urgent attention Within the timescale specified by Claims management
Registration of Claims Within 2 working days
Communicating rejection of a claim, after establishing the
status of the claim. Within 10 working days
Appointment of an assessor or motor engineer Scheduling assessments after registration in urban and
outlying areas for Non-motor claims Arranged within 2 working days Scheduling Motor Engineers for motor claims Arranged within 1 working day Scheduling appointments of repairer or suppliers Arranged within 1 working day
Non-motor claims Fast Track claims will be settled, provided
Mutual & Federal receives all relevant information. Within 1 working day Once agreed, settlements or payments will be effected,
provided Mutual & Federal receives all relevant documentation.
Within 2 working days
Car hire
Car hire requests are managed by Mutual & Federal. Arranged within 3 working hours from time of request Car hire queries must be referred to Mutual & Federal and
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Motor claims
Write-off or uneconomical to repair Confirmation of the vehicle status will be provided once the
Motor Engineer’s report is received. Within 2 working days Agreed settlements or payments, will be effected,
provided Mutual & Federal receives all the relevant original documentation.
Within 2 working days Stolen or hijacked vehicles
An investigator will submit a preliminary report. Within 10 working days Agreed settlements or payments, will be effected,
provided Mutual & Federal receives all the relevant original documentation.
Within 2 working days
Recoveries and liabilities
Acknowledgement of new claims Within 5 working days
Acknowledgement of queries Within 2 working days
Recovery queries Within 2 working days
Motor recoveries progress reports Within 30 days of previous report
Motor liabilities progress report Within the timescale specified by the management of Recoveries
4
CLAIMS NOTIFICATIONS
You can submit your claim via email, facsimile, mfonline, telephonically or in person. Mutual & Federal must be notified of all claims within the stipulated time-frame as stated in the policy conditions, failing to do so, might result in the claim being rejected.
Reporting a Non-motor Claim
Documentation and information required:
• Date of loss • Details of loss • Policy number
• Confirmation of cover and premium (Group Schemes Policy) • Sum insured
• Excess applicable
• Physical address where the loss occurred • Police case number for theft/burglary claims
• Any other relevant information which may affect the claim • Description of the property and the date purchased • The amount claimed
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Reporting a Motor claim
Accident claims/written-off vehicles/uneconomical to repair
Documentation and information required:
• Completed claim form — only required if a third party vehicle or third party property is involved or it is a potential passenger liability claim.
• Claim forms are compulsory in respect of Motor Traders claims. • Policy number
• Date of loss
• Inception date of the vehicle (Group Schemes Policy) • Complete vehicle details
• Circumstances of the loss • Police case number • Details of damage
• Sum insured (Group Schemes Policy) • Excess applicable (Group Schemes Policy)
• Details of vehicle location to conduct an assessment of the damages • Premium and cover confirmation
• Confirm if the driver was tested for alcohol
• Clear copy of valid driver’s licence and identity document
• Indicate if an instalment payment plan is applicable, if so, details of the finance institution • Third party and witness details
Stolen/hijacked vehicles
Documentation and information required
• Completed claim form • Police case number
• Make and model of vehicle, condition and mileage • Policy number
• Inception date of the vehicle • Date of loss
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• Circumstances of the loss • Witness details if applicable • Sum insured
• Excesses applicable
• Premium and cover confirmation
• Copy of driver’s licence and identity document, if the vehicle was hi-jacked
• Indicate if an instalment payment plan is applicable, if so, submit details of the financial institution
Check list for stolen/hijacked and written-off/uneconomical to repair vehicles
• Clear copy of valid driver’s licence • Completed and signed claim form • Confirmation of vehicle licence
• Confirmation of anti-theft device or tracker, for stolen or hijacked vehicles • Signed change of ownership forms
• Details and proof of accessories that may have an influence on the retail value of the vehicle — no accessories will be considered for payment after settlement
• Original and spare keys required
• Insurable Interest must be confirmed — registered owner and policyholder must be the same as mentioned in the policy document.
• Confirmation of the insured banking details
Financed vehicles:
Documentation and information required
• Copy of registration certificate and settlement quotation must be obtained from the Financial Institution by the insured. National Consumer Act (NCA) only permits the insured to request these documents
• Copy of the finance agreement when claiming for a credit shortfall
Vehicles without finance:
Documentation and information required
• Letter from the insured confirming the vehicle is free-owned • Original registration certificate
• It is compulsory for the vehicle to be deregistered by the insured as stolen and to submit the original deregistration documentation to Mutual & Federal
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MUTUAL & FEDERAL CENTRES
If the vehicle is safe to drive, Mutual & Federal Motor Assessment Centres and Multipurpose Centres are available at the following locations:
Assessment Centres
Claims Centres Tel. No. Fax. No. Address
Bloemfontein 051 410 2860 051 410 2870 Rosenhof, 90 Zastron Street, 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 StreetBendor Extension 30
Multipurpose Centres
Claims Centres Tel. No. Fax. No. Address
JHB City Cresta 011 502 2700/2704 011 502 2708 Corner Acacia & Valley Lane, Blackheath, Cresta
Benoni (Eastrand) 011 874 0940 011 874 0950 38 Northrand Road, Corner Herman Pieters Str, Hughes, Boksburg Cape Town
Montague 021 525 2480 021 525 2488 25 Montague Drive, Montague Gardens, Milnerton, Cape Town Cape Town
Claremont 021 673 1200 021 673 1220 Stadium on Main, 170 Stegman Road, Claremont Durban 031 263 8700 031 263 8720 60 Intersite Avenue, Springfield Park, Durban Pietermaritzburg 033 264 4700 033 264 4701 188 Victoria Road, Pietermaritzburg
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MUTUAL & FEDERAL CLAIMS
CONTACT INFORMATION
Johannesburg Motor Claims
Johannesburg Mutual & Federal Centre
Switchboard (011) 374 9111 75 President Street,
P O Box 1120, Johannesburg, 2000 Johannesburg, 2000
Department Fax Number BPM Email Address
Personal Motor 011 374 2022 [email protected]
Commercial Motor 011 374 3145 [email protected]
Johannesburg Non-motor Claims
Johannesburg Mutual & Federal Centre
Switchboard (011) 374 9111 75 President Street,
P O Box 1120, Johannesburg, 2000 Johannesburg, 2000
Department Fax Number BPM Email Address
Personal Non-Motor 011 374 2240 [email protected] Personal Non-Motor - Fast Track 011 374 3385 [email protected]
Motor Own Damage 011 374 3466 [email protected]
Agriculture & Crop 011 838 2329 [email protected] Agriculture & Crop – Fast Track 0860 110 147 [email protected] Commercial Non-Motor 011 838 2329 [email protected] Commercial Non-Motor – Fast Track 0860 110 147 [email protected]
Johannesburg Motor Liabilities
Johannesburg Mutual & Federal Centre
Switchboard (011) 374 9111 75 President Street,
P O Box 1120, Johannesburg, 2000 Johannesburg, 2000
Department Fax Number BPM Email Address
Motor Liabilities 011-374 4102 [email protected]
Johannesburg Specialist Claims
Department Fax Number BPM Email Address
Corporate 011 374 3395 [email protected]
Engineering 011 374 3395 [email protected]
Marine 011 374 3395 [email protected]
Group Schemes 011 374 3395 [email protected]
Cape Town Claims Hub
Cape Town MutualPark
Switchboard - (021) 506 0100 Jan smuts drive, Pinelands P O Box 8, MutualPark, Cape Town, 8000 Cape Town 7405
Department Fax Number BPM Email Address
Personal Non-Motor 011 374 3287 [email protected] Non-Motor Fast Track 011 374 3372 [email protected] Commercial Non-Motor 011 374 3296 [email protected]
Engineering 011 374 4987 [email protected]
Motor Own Damage : Personal 011 374 3878 [email protected] Motor Own Damage : Commercial 011 374 3878 [email protected]
Motor Liabilities 011 374 4059 [email protected]
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Kwa-Zulu Natal Claims Hub
KZN Regional Office 18 The Boulevard
Switchboard - (031) 251 5000 Westway Office Park
P O Box 2779 Westway Office Park, 3635 Westville, 3634
Department Fax Number BPM Email Address
Personal Non-Motor 031 251 5202 [email protected] Commercial Non-Motor 031 251 5203 [email protected]
Engineering 031 251 5203 [email protected]
Motor Commercial 031 251 5201 [email protected]
Personal Motor 031 251 5201 [email protected]
Non-Motor Fast Track - [email protected]
Motor Liabilities 031 251 5204 [email protected]
Motor Recoveries 031 251 5204 [email protected]
Multi-purpose Centre 031 263 8720 [email protected][email protected]
Port Elizabeth Claims Hub
Port Elizabeth Block 1, Greenacres Office Park
Switchboard (041) 508 3111 2nd Avenue, Newton Park,
Private Bag X60573, Greenacres, 6057 Port Elizabeth, 6045
Department Fax Number BPM Email Address
General Non-Motor Claims 041 508 3155 [email protected] Non-Motor Fast Track Claims 041 508 3157 [email protected]
Motor Claims 041 508 3151 [email protected]
Bloemfontein Claims Hub
Bloemfontein Lustitia Building
Switchboard - (051) 410 9200 Cnr Aliwa & St Andrews Street, 1st Floor
P.O. Box 1085, Bloemfontein, 9300
Department Fax Number BPM Email Address
Personal Non-Motor 051 410 9305 [email protected]
Commercial Non-Motor 051 410 9305 [email protected]
Motor Own Damage 051 410 9305 [email protected]
Fast Track Non-Motor 086 0110 133 [email protected] Multi-purpose Centre 051 410 9305 [email protected]
National Call Centre
Call Centre No. - 0860 22 55 63
Department Fax Number BPM Email Address
Claims Call Centre
Personal Non-Motor 011 374 3466 [email protected]
Personal Motor 011 374 3466 [email protected]
Department Tel Number
Client Service Centre 0860 22 55 63
Broker Service Centre 0860 63 73 73
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