How to claim:
- Main Cover claims
You must tell us of a claim as soon as possible, but not later than thirty days from the date of the failure. We will tell you what to do and where to take your vehicle. We will need the following information from you:
- A description of the failure.
- The kilometer reading of your vehicle at the time of the service.
- The address where your vehicle can be inspected.
- Copies of your vehicle’s full service history.
- A report from the workshop explaining why the repairs are needed.
- A copy of the quotation for the repairs.
- ServiceXtender benefit claims
You must call us before you take your vehicle for a service. We will tell you what to do and where you could take your vehicle. After your vehicle has been serviced, we will need an invoice from the workshop showing the following information:
- Your policy number or claim number.
- Make, model and registration number of your vehicle.
- Kilometer reading of your vehicle at the time of the service.
- Detailed information of the service that was done.
- What you are responsible for during and after a claim
- You must get our written permission before repairing or servicing your vehicle.
- You must use an approved workshop.
- If the steps above are not followed, or you do not send us the information we ask for within the time we gave you, we may reject your claim.
- You must give us your full and timeous co-operation and assistance with the validation of the claim.
Costs before we accept a claim
- Sometimes the workshop needs to do some work before they can find the cause of the failure and quote on the cost of the repairs. For example: If they need to strip the engine to get to the part that has failed.
- We cannot promise that we will pay these costs, because we cannot promise that we will accept a claim before we know exactly what has failed and why.
- This means that if your claim is rejected because the cause of the failure is not covered under this policy, you will have to pay the workshop for the work done.
- Because of this, the workshop needs your permission before they will continue with stripping the engine, or any part. ping the engine, or any part.
How we assess your claim
- We will calculate the cost of repairs or the service, based on the report from the workshop or we may appoint an assessor to inspect your vehicle.
How much we will pay
- If we accept a claim, we may at our discretion repair or replace the failed parts.
- We will pay the cost of the repairs or replacement up to a maximum of the limit for that specific benefit, less the excess amount.
- We will pay the cost of the service up to a maximum of the limit, less the excess amount.
Who we will pay
- As soon as we have received all the documents and your vehicle has been repaired or serviced, we will pay the workshop directly or we may make payment directly to you.
What you must pay
- The excess
You will always have to pay the first amount where applicable, also known as the excess.
- Claims procedure
The entire claims procedure above is done at your own expense. If your vehicle’s engine, or any part thereof, was disassembled in order to determine the cause of the failure and your claim is rejected, you will have to pay the workshop for all work performed.
Our responsibility ends after we have paid a claim
Once we have paid a claim, we have met our responsibilities to you in terms of this policy. We will not be responsible for any other costs relating to that claim.
You can claim only under one benefit of the policy
You will never be paid out twice for the same event by claiming for the same item under two different benefits of this
We do not pay interest
Although we strive to settle all claims promptly, we cannot be held responsible for any interest on an outstanding claim. No interest will be payable on any amount due by us in terms of this policy unless a Namibian Court of Law orders otherwise.
Time limits that affect your claim
Don’t miss these key deadlines:
- 30 Days: Upon becoming aware of any insured event which may result in a claim, you must notify us as soon as possible, but no later than 30 (thirty) days after becoming aware thereof.
- 90 Days: If we formally reject or dispute your claim, you have 90 (ninety) days from the date on which we rejected your claim to appeal this decision with us.
- 180 Days: If we maintain our rejection despite your appeal, you have 180 (one hundred and eighty) days from the date on which we rejected your claim to institute any legal action by means of issuing summons against us.
- 365 Days: Your claim will no longer be valid after 365 (three hundred and sixty five) days, unless you have instituted legal action by means of issuing summons against us.
What to do if your claim is rejected
If we reject or dispute your claim, you have the right to appeal that decision.
Namibian law applies
The policy will be governed by and interpreted in accordance with Namibian law in the courts of Namibia.
Keeping within the law
It remains your own responsibility to adhere to all the laws and regulations of the country. If any of the terms or conditions of this policy are in breach of existing legislation or regulations, they will not be enforced and the law of the country will apply.
How claiming affects your premiums
If you have claimed, your premium may be increased.