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Claims
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Department Structure (+)
- Claims Team
- Contact Numbers
- Tel: 031 562 1880 | Fax: 031 562 1886
- Address
- Postal: Box 250, Umhlanga, 4320
- Physical: Grantham Office Park, Keynsham Road, Somerset Park, Umhlanga
Claims Procedures (+)
Notification requirements
- Immediately report any incident or loss that may result in a claim to SATIB Claims. Late notification may jeopardise your claim.
- All theft incidents and motor vehicle accidents must be reported within 24 hours to the police. Please obtain a copy of the police report and case number from the client.
- Provide SATIB Claims with the completed claim form as well as all required supporting documentation within 30 days of the incident.
- Advise SATIB Claims of any other insurance in place covering the same property.
- Provide SATIB Claims with all proofs, information and sworn declarations, as may be required by the insurers/underwriters.
- Immediately forward any notice of a claim against you, or any communication, writ or summons, to SATIB Claims
Conditions and general requirements
- Under no circumstances may you admit liability, make any statements, offers, promises, payment, negotiate or settle the claim with any person claiming damages from you.
- Under no circumstances may you instruct your own attorney to act on behalf of your insurer.
- You must obtain written approval from SATIB Claims and/or your insurer before giving any instruction for repairs, and/or replacement.
- No claim will be payable by the underwriters after a period of 24 months from the occurrence, unless the claim is subject to pending legal action (other than a claim under Business Interruption, Fidelity or Personal Accident).
- If after the payment of a claim the lost or stolen property is recovered, you are required to render all assistance in the identification and physical recovery of the property (the underwriters will reimburse your client for any reasonable costs incurred). Should they fail to do so, you will immediately become liable to repay all amounts in respect of the claim to the underwriters.
- Emergency repairs may be undertaken to secure the premises after the loss / damage in order to prevent a possible further loss occurring.
- Salvage must be kept and must be available for inspection. Once the claim is settled the salvage becomes the property of the insurer/underwriters.
- Should the underwriters reject a claim, you will need to take legal action within 6 months of their rejection.
- SATIB Claims and/or your insurer may appoint a loss adjuster to adjust the claim.
Fast track claims (+)
A Fast Track Claim can be lodged when:
- The total value of the claim is less than R10 000.
- There is no Third Party involved.
- There is no police investigation required.
- Required documentation can be provided:
- Fully completed Property Loss claim form.
- List of damaged items.
- Full detailed description of loss.
- Proof of ownership of items damaged.
- Quotations for repair / replacement.
- Damage report from repairers.
Motor vehicle claims (+)
Motor Vehicle Accident Claims
Immediately notify SATIB Claims of any incident that may result in a loss.
If the vehicle is not able to be driven, notify SATIB Claims within 48 hours of the location to which it has been towed.
Provide SATIB Claims with the following within 30 days of the incident :
- Fully completed Motor Accident claim form
- Quotation for repairs to the vehicle
- Copy of driver’s license of the person driving at the time of the accident
- Full details of any Third Party involved in the accident i.e phone, fax, physical address, etc.
- Police case number and a copy of the report.
- If your vehicle is not repairable, the following additional documentation must be available and provided upon request by SATIB Claims and/or your insurer:
- Original Certificate of Registration
- A letter confirming any amount owing to the Hire Purchase company or the like
- Two signed Change of Ownership forms and vehicle keys
Motor Vehicle Theft / Hijack Claims
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident :
- Fully completed Motor Theft / Hijack claim form
- Police case number and A copy of the police report
- All vehicle keys (including spare keys) and anti-theft /immobilising remote control devices
- List of identifying markings
- Proof of purchase, including proof of purchase of any extras fitted to the vehicle
- A copy of the Certificate of Registration and/or Certificate of Deregistration (original to be available and provided upon request to SATIB Claims and/or your insurer)
- Proof of any anti-theft or tracking devices (if applicable)
- A letter confirming any amount owing to any finance company or the like
- Vehicle maintenance records
Motor Vehicle Third Party Claims
Third Party claim against the Insured.
- Immediately forward all correspondence received from a Third Party to SATIB Claims
- Do not sign any admission of liability or verbally admit liability
- SATIB Claims and/or your insurer will liaise directly with the Third Party or their insurer should the other driver be at fault
Recovery to be made against a third party
- Forward the correct Third Party details to SATIB Claims immediately – this should include telephone numbers, email addresses, physical address, fax number etc.
- SATIB Claims and/or your Insurer will institute proceedings to attempt to recover the first amount payable
- Do not enter into any negotiations and/or accept settlement from the third party without first obtaining written permission from SATIB Claims and/or your insurer. Should you fail to do so, you will immediately become liable to repay all amounts in respect of your claim to the insurer/underwriter.
Windscreen Claims
Windscreen repair
- Have the damage repaired by Glasfit (0860 123 423), PG Autoglass (0860 06 06 06) or National Autoglass.
- The glass supplier will submit the claim documentation to SATIB Claims for reimbursement.
Windscreen replacement:
- Immediately contact Glasfit (0860 123 423) , PG Autoglass (0860 06 06 06) or National Autoglass.
- The glass supplier will submit the claim documentation to SATIB Claims for reimbursement .
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Fire / perils & accidental damage claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident :
- Fully completed Property Loss claim form
- Police case number and a copy of the police report if necessary
- List of items lost / damaged
- Full detailed description of loss
- Proof of ownership of items lost / damaged
- Quotations for repair / replacement of the items
- Full damage report from repairers
Business interruption claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss.
SATIB Claims and/or your insurer will in most instances immediately appoint a loss adjuster.
Theft Claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim form
- Police case number and a copy of the police report
- List of stolen items
- Full detailed description of the theft
- Proof of ownership of the items stolen
- Quotations for replacement of the stolen items
- Books of accounts records
- Stock list/record
- In respect of cell phones, a copy of a letter from the service provider (MTN, Vodacom ,Cell C, etc) confirming blacklisting
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Money Claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim form
- Police case number and copy of police report
- Full detailed description of the loss
- Books of accounts
- Proof of stolen money by way of receipts/invoices
Business all risks claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim form
- Police case number and a copy of the police report
- List of items lost / damaged
- Full detailed description of loss
- Proof of ownership of items lost / stolen
- Quotations for repair / replacement of the items
- Full damage report from repairers
- In respect of cell phones, a copy of a letter from the service provider (MTN, Vodacom ,Cell C, etc) confirming blacklisting
Electronic equipment claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss.
Provide SATIB Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim form
- Police case number and a copy of the police report if necessary
- List of lost / damaged equipment
- Full detailed description of loss
- Proof of ownership of items lost / stolen
- Quotations for repair / replacement of the equipment
- Damage report from repairers
Goods in transit claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim forms
- Police case number and a copy of the police report if necessary
- List of lost / damaged goods
- Full detailed description of loss
- Proof of ownership of goods
- Quotations for repair / replacement
- Copy of waybill / Bill of Lading or similar consignment document
- Pre-transit Load Report and Goods Received Report
Public Liability Claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- A detailed description of the incident
- Statements from any person involved or any witnesses
- A copy of your incident report and police report
- Copies of any signed disclaimers/releases or the terms and conditions of your bookings/reservations
Under no circumstances are you to sign any admission of liability or verbally admit liability. Do not enter into any correspondence but forward all documents to SATIB who will correspond directly with the parties concerned.
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Personal Accident Claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- Completed claim form
- Full description of the incident
- Police report details and a copy of the report
- Doctors reports and any medical invoices
- In the event of death ,a copy of the death certificate
- Payslip for month prior to accident
SATIB and/or your insurer will investigate the loss to see if it falls within the scope of the policy.
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Contractors All Risk Claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
SATIB Claims and/or your Insurer will immediately appoint a Loss Adjuster to adjust the claim and collect documentation. All cooperation needs to be given to the Loss Adjuster in the provision of documents that they request
Passenger Liability Claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- A fully completed motor accident claim form
- A detailed statement of the accident by the driver/guide
- Statements from any witnesses
- Police case number and a copy of the police report
- Copy of the driver’s license of the person driving at the time of the accident
- If possible, photos of scene of accident or place in road where accident occurred
- Copies of any signed disclaimers/release documents
Under no circumstances are you to sign any admission of liability or verbally admit liability. Do not enter into any correspondence but forward all documents to SATIB who will correspond directly with the parties concerned
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Medical Evacuation Claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss
Provide SATIB Claims with the following within 30 days of the incident:
- A fully completed MedEvac claim form – providing us with ALL the guest/s contact details, full names, date of birth, travel insurance details, contact numbers and policy numbers
- A full and detailed incident report including dates, times, treatment given, circumstances of the incident leading up to the evacuation
- Invoices and/or receipts for all costs incurred (if any) in respect of the evacuation.
- Please make contact with the guest/s Travel Insurance company immediately, failing which, as soon as possible notifying them of the incident and lodging a claim to ensure that they are aware of such incident
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Fidelity claims (+)
Immediately notify SATIB Claims of any incident that may result in a loss.
SATIB Claims will immediately appoint a Loss Adjuster to adjust the claim and collect documentation.
All co-operation needs to be given to the Loss Adjuster in the provision of documents that they request.
Claim forms (+)
Note - You will need Acrobat Reader in order to download the relevant documents. If you do not have Adobe Acrobat Reader installed on your computer, then click on the icon for a free download.
- Property loss claims
- Motor vehicle claims
- Marine claims
- Medical evacuation claims
- General public liability (GPL)
- Passenger liability (PAX)
- Personal accident
NB!
For any claims regarding the following, please contact us immediately;
- Aviation claims
- Conference / event claims
- Employee benefit claims
- Personal accident / General public liability claims
Please click title to view details
Note - You will need Acrobat Reader in order to download the relevant documents. If you do not have Adobe Acrobat Reader installed on your computer, then click on the icon for a free download.
Zambia (+)
Claims Procedures (+)
Notification requirements
- Immediately report any incident or loss that may result in a claim to SATIB Africa Claims. Late notification may jeopardise your claim.
- Report all theft incidents and motor vehicle accidents to the police. Obtain the police case number.
- Provide SATIB Africa Claims with the completed claim form as well as all required supporting documentation within 30 days of the incident.
- Advise SATIB Africa Claims of any other insurance in place covering the same property.
- Provide SATIB Africa Claims with all proofs, information and sworn declarations as may be required by the underwriters.
- Immediately forward any notice of a claim against you, or any communication, write or summons, to SATIB Africa Claims.
Conditions and general requirements
- Under no circumstances admit liability, make any statements, offers, promises or payment to or negotiate or settle your claim with any person claiming damages from you.
- Under no circumstances may you instruct your own attorney to act on behalf of your insurer.
- Obtain written approval from SATIB Africa Claims before giving any instruction for repairs except for emergencies repairs not exceeding the amount of R10 000 in respect of vehicles and R5 000 in respect of any other property.
- No claim will be payable by your underwriters after a period of 24 months from the occurrence, unless the claim is subject to pending legal action (other than a claim under Business Interruption, Fidelity or Personal Accident).
- Should your underwriters reject a claim, you will need to take legal action within 6 months after their rejection.
- If after the payment of a claim your lost or stolen property is recovered, you are required to render all assistance in the identification and physical recovery of the property. (The underwriters will reimburse you for any reasonable costs incurred) Should you fail to do so, you will immediately become liable to repay all amounts in respect of the claim to your underwriters.
- Emergency repairs may be undertaken to secure the premises after the loss / damage in order to prevent a possible further loss occurring.
- Salvage must be kept and must be available for inspection. Once the claim is settled the salvage becomes the property of the underwriters.
- SATIB Africa Claims may appoint a Loss Adjuster to adjust the claim.
- Non-Motor claims under R10 000 - please refer to Fast Track Claims.
Motor vehicle claims (+)
Motor Vehicle Accident Claims
Immediately notify SATIB Africa Claims of any incident that may result in a loss.
If the vehicle is not able to be driven, notify SATIB Africa Claims within 48 hours of the location to which it has been towed.
Provide SATIB Africa Claims with the following within 30 days of the incident:
- Fully completed Motor Accident claim form.
- Quotation for repairs to the vehicle.
- Copy of driver's license of the person driving at the time of the accident.
- Full details of any Third Party involved in the accident.
- Police case number and name of the police station.
- If your vehicle is not repairable, the following additional documentation must be provided:
- Original Certificate of Registration
- A letter confirming any amount owing to the Hire Purchase company or the like
- two signed Change of Ownership forms
Motor Vehicle Theft / Hijack Claims
Immediately notify SATIB Africa Claims of any incident that may result in a loss.
Provide SATIB Africa Claims with the following within 30 days of the incident:
- Fully completed Motor Theft / Hijack claim form.
- Police case number and name of the police station.
- All vehicle keys (including spare keys) and anti-theft /immobilising remote control devices.
- List of identifying markings.
- Proof of purchase, including proof of purchase of any extras fitted to the vehicle.
- The original Certificate of Registration and/or Certificate of deregistration.
- Proof of any anti-theft or tracking devices (If applicable).
- A letter confirming any amount owing to any finance company or the like.
Motor Vehicle Third Party Claims
Third Party claim against you:
- Immediately forward all correspondence received from a Third Party to SATIB Africa Claims.
- Do not sign any admission of liability or verbally admit liability.
- SATIB Africa Claims will liaise with the Third Party or their insurer on your behalf.
Should the other driver be at fault:
- Forward the correct Third Party details to SATIB Africa Claims immediately.
- SATIB Africa Claims will institute proceedings to attempt to recover your first amount payable.
Windscreen Claims
Windscreen repair:
- Have the damage repaired by Glasfit.
- Glasfit will submit the claim documentation to SATIB Africa Claims.
Windscreen replacement:
- Immediately notify SATIB Africa Claims who will contact Glasfit on your behalf.
- Required Documentation to be provided:
- Fully completed Glass claim form.
- Glasfit will contact you to make arrangements for replacement.
Download
Fire / perils & accidental damage claims (+)
Immediately notify SATIB Africa Claims of any incident that may result in a loss.
Provide SATIB Africa Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim form.
- Police case number and Police Station if necessary.
- List of items lost / damaged.
- Full detailed description of loss.
- Proof of ownership of items lost / damaged.
- Quotations for repair / replacement of the items.
- Full damage report from repairers.
Goods in transit claims (+)
Immediately notify SATIB Africa Claims of any incident that may result in a loss.
Provide SATIB Africa Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim form.
- Police case number and Police Station if necessary.
- List of items lost / damaged.
- Full detailed description of loss.
- Proof of ownership of items lost / damaged.
- Quotations for repair / replacement of the items.
Personal Accident Claims (+)
Immediately notify SATIB Africa Claims of any incident that may result in a loss.
Provide SATIB Africa Claims with the following within 30 days of the incident:
- Completed claim form.
- Full description of the incident.
- Police report details.
- Doctors reports and any medical invoices.
SATIB Africa Claims will then investigate the loss to see if it falls within the scope of the policy.
Download
Fidelity claims (+)
Immediately notify SATIB Africa Claims of any incident that may result in a loss.
SATIB Africa Claims will immediately appoint a Loss Adjuster to adjust the claim and collect documentation.
All cooperation needs to be given to the Loss Adjuster in the provision of documents that they request.
Property loss claims (+)
Immediately notify SATIB Africa Claims of any incident which may result in a loss.
Provide SATIB Africa Claims with the following within 30 days of the incident:
- Fully completed Property Loss claim form.
- Police case number and name of police station.
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SATIB clients can purchase subsidised emergency medical bags that contain level
3 first-aid items.
SATIB24 is a value-added service attached to all client insurance policies to assist
in managing emergency incidents. It consists of access to a team of experts for
incident management services and additional financial cover for defined expenses
that may be incurred.
As a service to clients, SATIB can facilitate domestic insurance cover as well as
home owners, householders and personal use vehicle insurance.
SATIB can also facilitate commercial insurance cover for clients non-tourism related
business ventures.
SATIB clients are afforded free risk assessments undertaken by TRMA fire specialists
wherein mandatory compliance requirements are recommended which, if applied, would
result in favourable premium ratings.
Wildlife Risk Management (+)
SATIB clients are afforded advice on risk management issues pertaining to the breeding
and translocation of wild animals through its specialist Wildlife division.
WEB
Provides insurance cover on a day-by-day basis for General Public Liability (indemnity
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Secure digital insurance portfolio via SATIBs intranet 24/7.
Monthly newsletter sent via e-mail on the latest tourism and risk news.
Annual subscription to the Tourism Tattler Trade Journal.
SATIB regularly prints informative booklets on risk and insurance issues. Copies
can be requested for distribution.
Tourism Insurance Compliant Seal of Approval - SATIB Certified seal of approval
logo available on request for use on marketing material. Website version features
informative pop-up window.
Wildlife Risk Management (+)
Wildlife Risk Management provides a comprehensive service for the insurance of wildlife
and risks associated with the wildlife conservation industry in Africa. Cover options
include; Breeding Facilities, Capture Risks, Transit Risks, Veld or Boma Risks,
Break-out Cover, Dart Safaris / Green Hunts, Catastrophe Risks, Aquaculture Cover,
Liability Cover.
SATIB Africa has operational branch offices in Gaborone, Botswana and Lusaka, Zambia,
and correspondent offices in Kenya, Mozambique, Namibia, Tanzania and Zimbabwe.
Tourism Risk Management Administrators (TRMA) provide health and safety compliance
advice relating to fire risks in the hospitality sector, vehicle risks in the tourism
transport sector and specialised liability risks in the general tourism industry.
Africa SAFE-T provides medical solutions that work in the context of the game lodge,
wilderness adventure operator and other hospitality destinations that typically
lack reliable or accessible medical services, primarily because of their remote
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Lodgeical Hospitality Consultants are hospitality specialists consulting to the
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Y-I.T. offers specialist services and products to meet its clients business needs
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server solutions and sales.
The official tourism trade journal of The Southern Africa Tourism Services Association
(SATSA). The Tattler is published on alternate months, six times a year and is distributed
to over 9,000 tourism product owners and decision makers throughout Africa and abroad.
Digital Africa is a full-service graphic design studio specialising in design and
pre-press production for the tourism and wildlife industry.
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