RAF launches upgraded contact centre in continued efforts to save claimants from exploitation by middle men

As part of our transformation journey, the Road Accident Fund (RAF) has embarked on efforts to make it easier for victims of road accidents to claim.

To achieve this, the Fund has implemented a Customer Relationship Management (CRM) solution. At the heart of this, is our very serious push back against legal practitioners, who have turned the RAF into a cash cow for the longest time.

The CRM initiative empowers the RAF to own its relationship with the claimant, and essentially provide an enterprise-wide solution to manage claimant interactions from the moment the claim is registered on the system, to the point where it is finalized.

The solution enables the Fund to optimise its query resolution handling and act as a central point for all key information and documentation relating to claims and legal administration. A new contact centre number, 087 820 1 111, has also been allocated, bolstered by an increased human resource capability of 300 staffers. This is to improve the RAF’s responsiveness to claimants. These latest efforts are part of the Fund’s commitment to make 2023 the “Year of the Claimant”. The launch will be led by Transport Minister Sindisiwe Chikunga and The RAF Chief Executive Officer, Collins Letsoalo.

Letsoalo said: “The CRM solution will transform the Fund into a more efficient organisation in alignment with the RAF’s organisational systems modernisation strategy. This will be done through improved processes, better management of turn-around times and general improvement in relationship management with claimants.”

In the unfortunate event of being involved in a motor vehicle accident, the public is urged to contact the new RAF contact centre on 087 820 1 111, from Monday to Friday, 07h45 to 16h00. The RAF can also be reached through its offices countrywide, details of which are available on its website on www.raf.co.za.