Insurance claims - Know the procedure

So you’ve got vehicle insurance to give you peace of mind that if anything happens to your car you will be covered. But, do you know what you can and can’t claim for? Do you know what’s worth claiming for and what’s not? Do you have any idea of your insurance provider’s claims processing procedures?

If you don’t, you’re not unlike many South Africans who pay for insurance but don’t pay much attention to what exactly they are buying or how they can make their insurance work for them – until they’re in a crisis.

“That’s why many people don’t see the value of insurance and why many still view insurance as a grudge purchase,” says Kedi Maponyane (pictured), spokesperson for Prosper Insurance.

“If you’re paying for insurance, it’s well worth the effort to get to know your policy. If you have a decent understanding of the ins and outs of your insurance, you are more likely to get value out of it. You will also be in a far better position to make informed decisions when you face an insurance crisis,” she says.

Maponyane continues: “Each short-term insurance company has its own set of procedures for submitting claims and claims assessments. These measures aren’t designed to make claiming from insurance difficult. Consumers must simply familiarise themselves with their provider’s procedures so that they know what to do and what to expect.

“Fortunately, the insurance industry has come along way when it comes to claims and assessments and it doesn’t have to be difficult or time-consuming.

“It is also important to remember that providers have to thoroughly investigate and assess every claim according to procedure. That’s the only way to prevent fraudulent claims and ensure maximum protection for their clients.”

Prosper has processes for evaluating and assessing claims to ensure that its clients, and the company, are protected. Some insurance companies source quotes for repairs on behalf of their clients whilst others require the policyholder to source the quotes personally. Prosper assists with this process and has a prescribed list of preferred and authorised service providers. This ensures clients of receiving professional, quality, knowledgeable assistance at a fair, market-related cost. Prosper also backs up these repairs with a lifetime guarantee on all repair work.

“Similarly, if you are in an accident or your car breaks down and you need it to be towed, it’s better to call for an authorised towing service rather than allowing just anyone to tow your vehicle away. If you don’t, your insurance provider cannot guarantee the safety of your car or the quality of the service you get.

“There have been numerous incidents where people have allowed their cars to be towed, without first checking the credibility of the provider, only to be charged exorbitant fees for the service or to have their vehicles released from unauthorised storage yards.

“So, while it may seem a bit tiresome to do the checks and balances, the measures insurance providers have put in place with regards to claims, assessments and even towing services, are there ultimately to protect the client,” says Maponyane.

She concludes: “Make sure you have read through your vehicle insurance policy. These days, most insurance policies are written in Plain English and are jargon-free. Also make sure you know what benefits you are entitled to. A value-add like free towing or road-side assistance adds no value if you don’t use it.”