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The Phoenix Claims

The following are some Frequently Asked Questions about claims processing.

What should Insured do when an accident occurs?

  • Always report accident to the police. The police report is needed to corroborate the accident and to help establish which driver is at fault.
  • Report to your insurance company, and complete an accident report form.
  • Submit a photocopy of the driver’s licence and make the original available for inspection.
  • Submit all claims, writs, and letters unanswered to your insurance company.
  • Do not admit liability, or make any payment or offer of payment without your insurance company’s consent.
  • Do not effect repairs before the insurer inspects the damage and gives consent for repairs.

Who can make a claim?

  • The policy holder (Insured).
  • Anyone whose property has been damaged by the insured vehicle.
  • The injured victim(s).
  • The administrator of a deceased’s estate.
  • Parents or guardians in the case of minors.

NB: Insurers do not request claimants to engage the service of a lawyer; engaging the services of a lawyer is a matter of choice.
Period limit to make claim
Injury – up to 3 years from the date of accident.
Death – up to 3 years from the date of the accident.
Damage – up to 6 years from the date of accident.
NB: Write a letter of claim to the insurance company concerned as soon as practicable but within the above stated period.

Which documents are required when liability is accepted?

Injury Cases

  • Police report.
  • Medical report.
  • Original receipts of medical report bills incurred. (To justify the cost being claimed)
  • Personal particulars.
  • Affidavit.
  • 2 passport-size pictures of the injured victim endorsed by the doctor who treated the victim.

Deceased (Death) Cases

  • Police report.
  • Death certificate / Burial permit.
  • Letter of administration – Registrar’s certificate in the case of a minor.
  • Personal particulars of the deceased (Age, Occupation, Income)
  •  Affidavit.
  • Endorsed passport size pictures of administrators.

Property Damage Claim

  • Police report.
  • An estimate of the cost of repairs.
  • Pictures of the damaged vehicles.
  • A valuation or survey report from your insurer’s engineers.
  • The police report is needed to help establish liability.

What are the reasons why a claim may be repudiated?

  • Where an unlicensed person was driving.
  • Where there was no insurance cover at the time of the accident.
  • Where there is change of ownership of the vehicle insured
  • Statute barred claims; that is, where the claim was not submitted within the period allowed.
  • Using the vehicle without the insured’s consent.
  • Using the vehicle for unauthorized purposes.
  • Using the vehicle whilst the driver is drunk.
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