Tell your credit provider or insurer as soon as the event happens, get the claim form, send the documents the insurer asks for and keep your reference. Policies set deadlines, so do not wait. The insurer must give you its decision in writing within 10 days of making it, and if it rejects the claim it must explain why and how to challenge it.
Before you start
Find your credit agreement and your policy schedule. The policy names the insurer and says who to contact to claim. For the general route, see claims guidance.
Do not wait until you have every document. Policies set deadlines for reporting an event, and some give a year or less, so report it first and gather documents afterwards.
Step by step
- Report the event to your credit provider or insurer, as your policy directs.
- Ask for the claim form and the list of documents needed.
- Gather the documents. The insurer may only ask for what is essential to assess the claim.
- Submit them through the channel the insurer names, and keep proof that you did.
- Answer any request for more information quickly.
- Ask whether premiums and repayments must continue while the claim is assessed. Many policies require premiums to be up to date.
- Keep your claim reference and every letter you receive.
Documents you may be asked for
| Event | Documents that are typically requested |
|---|---|
| Death | A death certificate, an identity document and the completed claim form |
| Permanent or temporary disability | Medical reports and test results, a report from your treating doctor, proof of income and an employer declaration |
| Retrenchment or unemployment | The retrenchment or termination letter from your employer, an identity document and recent payslips. UIF documents may also be requested |
Your insurer’s own list applies. Avoid sending sensitive medical or identity documents except through the channel the insurer names.
What the insurer must do
The Policyholder Protection Rules set standards for how long-term insurers handle claims. Among them:
- The insurer must record your claim and acknowledge it promptly, and tell you how the process works, the expected timelines and what is still outstanding.
- It must accept, repudiate or dispute the claim within a reasonable period.
- It must tell you its decision in writing within 10 days of making it.
- It may not reject a claim without a reasonable investigation.
If your claim is rejected or disputed
- The insurer’s letter must explain its reasons in plain language, in enough detail for you to challenge them.
- You have at least 90 days to make representations, and that period may not count against the policy’s time limit for legal action.
- The insurer must answer your representations in writing within 45 days.
- The letter must explain the insurer’s internal escalation steps and your right to complain to an ombud.
The National Financial Ombud Scheme (nfosa.co.za) handles complaints about insurers, including credit life claims. Keep every letter and your claim reference.