Claims Notification
Reporting a loss in a timely manner is key. The insured has an obligation to notify the insurer of the loss as soon as it occurs. It should be emphasized that prompt reporting of a loss preserves evidence critical in determining admissibility and quantum of the claim.
Important information to note
- As soon as we are notified of a loss, we shall visit the scene as soon as practically possible, in any case, within 3 working days.
- If the claim requires the services of an independent assessor/investigator, one shall be appointed in writing and you will be copied in this and all subsequent correspondences.
- You will be notified of the documents required to assist in the assessment of the loss and they should be provided as soon as possible.
| Activity | Indicative Timelines | |
|---|---|---|
| 1 | Insured notifies us of a claim | As soon as possible |
| 2 | Claim is acknowledged and claimant is contacted to explain the documents required | Within 3 working days after intimation of a claim. |
| 3 | Site visit by claims staff and/or assessor | Within 3 working days after intimation of a claim. |
| 4 | Insured provides all documents requested | As soon as possible. |
| 5 | Making a settlement offer or communicating repudiation of a claim | Within 5 days after receipt of receiving final supporting documents, final adjustment or investigation report. Discharge voucher to be submitted together with final adjustment report |
| 6 | Settling the claim | Up to 10m: within 3 working days. Up to 50m: within 5 working days. Above 50m: within 10 working days. on receipt of a signed discharge voucher. |