We Stay With You Until Your Claim Is Settled
Here's exactly what to do, what to prepare, and who to call the moment something goes wrong.
Need to report a claim right now?
Call our claims desk immediately or message us on WhatsApp — available during office hours.
The Process
Five steps from incident to payout
Step 1
Notify Us
Call, WhatsApp or email us as soon as possible after the incident — ideally within 24-48 hours.
Step 2
Get a Claim Form
We send you the correct underwriter's claim form for your specific policy type.
Step 3
Submit Documents
Complete the form and attach the required supporting documents (see checklist below).
Step 4
Assessment
The underwriter reviews your claim; for motor or property claims, an assessor may inspect the damage.
Step 5
Settlement
Once approved, funds are disbursed or repairs authorised. We follow up until it's fully closed.
Be Prepared
Documents you'll typically need
🚗 Motor Accident Claim
- — Copy of your driving licence & logbook
- — Completed motor claim form
- — Police abstract (for accidents/theft)
- — Photos of the damage & scene
🏥 Home / Fire Claim
- — Completed property claim form
- — Police abstract (for burglary/theft)
- — Photos of the damage or loss
- — Proof of ownership / purchase receipts
🏥 Medical Claim
- — Completed medical claim form
- — Original hospital invoices & receipts
- — Discharge summary (for inpatient claims)
- — Copy of your member/policy card
✉ Life / Last Expense Claim
- — Completed life claim form
- — Original death certificate & burial permit
- — Copy of the deceased's & beneficiary's ID
- — Chief's letter / letter of introduction
FAQ
Common claims questions
As soon as possible — ideally within 24 to 48 hours. Prompt reporting helps preserve evidence (like a police abstract or photos) and speeds up assessment. Some policies have strict notification timelines, so don't wait.
You can come straight to us. As your agency, we liaise with the relevant underwriter on your behalf — chasing documentation, following up on assessments, and keeping you updated — so you're not navigating the process alone.
It depends on the claim type and complexity. Simple claims with complete documentation move faster; claims requiring an assessor visit (motor, fire) or investigation take longer. Last-expense claims are typically prioritised and paid within 48 hours of complete documentation.
We'll explain the underwriter's reasoning in plain language and review whether there are grounds to appeal or provide additional information. Our goal is to advocate for a fair outcome on your behalf.
Our office operates Monday to Friday, 8:00 AM – 6:00 PM, and Saturday, 8:00 AM – 1:00 PM. For urgent incidents outside these hours, message our WhatsApp line and we'll act on it first thing the next business day; for medical emergencies, always go directly to the nearest hospital first.
Have a claim you'd like help with?
Reach out and our team will guide you through every step.