Claims Commitment Statement

SHA recognises that prompt, efficient and fair handling of claims is not only a right of the Insured, but it is also critical to the success of SHA’s business. To this end SHA is committed to differentiate its service offering through a transparent, accountable and skilled Claims team where the interests of the Insured and Santam as its principal are paramount and the contractual obligations form the basis of all claims decisions.

SHA acknowledges that the claims service that it provides on behalf of Santam is an intermediary service as defined in the Financial Advisory and Intermediary Services Act, 37 of 2002 (“the FAIS Act”). SHA is committed to providing its claims service to the standards as set out in the FAIS Act and any such legislation, industry codes and subordinate legislation as may be issued from time to time including the Treating Customers Fairly framework.

General Commitment and Principles underlying SHA’s Claims Service

  • Claims are dealt with in accordance with the terms of the Policy contract
  • All Claims decisions will be fair, unbiased and based on the facts
  • The interest of the Insured will be given due consideration in all decisions relating to claims
  • Prompt and efficient claims service is crucial to the financial service rendered by SHA
  • Client satisfaction and satisfactory resolution of claims is a priority to SHA and will be continuously monitored
  • SHA is committed to employing suitably qualified, experienced and skilled claims staff to ensure that it can provide claims service to the highest standards
  • SHA commits to ensuring that the Claims Teams have the necessary resources to meet their deliverables in terms of the SHA Claims Philosophy

Claims management

  • All SHA claims management processes are documented, communicated to all staff and accessible at all times.
  • The claims management process is transparent and easily accessible to the Insured and its broker.
  • The Insured will be kept informed of the progress of the claim at such intervals as may be reasonable, or when requested.

Accident And Health Claims

All personal accident claims for policies covering sports professionals, schools and group PA. This division also deals with claims under SHA's prize indemnity (hole in one) policies and corporate protection (kidnap and ransom). SME claims brought under the personal accident sections of our Evolution range of products are also handled here.

Professional Indemnity Claims

Claims brought against professionals who have a professional indemnity policy provided by SHA Risk Specialists. SME Evolution Pro and larger commercial PI claims can be submitted here.

Motor Fleet Claims

Motor fleet own damage and liability, road risk spillage and clean-up, passenger liability claims are all dealt with by this team of professionals.

Liability Claims

Claims handled by this team are generally brought by third parties for bodily injury or property damage under our broadform liability or SME Evolution liability policies. This team of claims specialists also manages product recall and guarantee, employment practices liability and pollution related claims.

Financial Lines Claims

A broad range of claims are handled by this team of experts including crime & civil liability for financial institutions, cyber, commercial crime & fidelity, directors & officers liability. D&O and Cyber claims for SME's which are brought under our Evolution range of products are also managed by this team.

Single Project and Construction Claims

Claims arising under Single Project PI and Liability policies as well as large annual construction company liability and PI policies are handled by this team.