Motor Claims Process

This is an important notice for our valued brokers who place motor business with SHA.

All new claims should be sent to SHAnewclaims@santam.co.za  The service level agreement for registering a claim is 8 working hours. In order for us to achieve this we need your assistance.

The subject line of your e-mail should include the following information:-
  • Type of claim
  • Name of the Insured
  • Policy Number

If  urgent they should also indicate this in the subject line.  (All claims cannot be urgent).

e.g. SHA Motor Glass Claim –  H Kruger  – Policy Number:  6701874567

  • Motor Glass claim
  • Motor Collision  & overturning
  • Motor Theft/Hijacking
  • Aggregate claim over Stop loss.
  • Third Party only
  • Passenger Liability
  • Liability
We need the following information at registration:

This information is important as it will be used to auto segment the claim to the most appropriate assessment channel.

  • Event Date
  • Policy Number
  • Clients name
  • Very Important:  Contact details of person claim to be discussed with.
  • Driver’s detail
    • Name
    • Identity number  (Santam will request the driver’s license and code  if we cannot confirm on e-Natis)
  • Vehicle detail and registration number
  • Is the vehicle driveable
  • If not driveable, was the vehicle towed
  • Name and contact details of the towing company
  • Location of the vehicle
  • Vin/engine number in case of Theft/Hijacking.
  • SAP details
  • Complete description of event.
  • TP detail
  • TP vehicle detail
Contact details for escalating claims

If your claim isn’t handled within the agreed time you’re welcome to escalate it.  The contact details are as follows:-

Team Handling Own Damage Claims
Position Name Telephone number E-mail address
Claims Handler Thomas Mathotha 011 489 2747 SHAadmin@santam.co.za
Back-up Claims Handler David du Preez 011 489 2753 SHAadmin@santam.co.za
Team Leader Vasanthie Pillay 011 489 2752 Vasanthie.pillay@santam.co.za
Admin Manager Lorraine Kewu 011 489 2775 Lorraine.kewu@santam.co.za
If you need to escalate a claim due to non delivery in respect of the SLA please contact the following people:-
1st  Vasanthie Pillay
2nd Lorraine Kewu
3rd Waldi Els
Team Handling Third Party and Liability  Claims
Legal Representative Ashish Ramkissoon 011 489 2793 Ashish.ramkissoon@santam.co.za
Manager Malusi Magagula 011 489 2781 Malusi.magagula@santam.co.za
Team handling Glass Claims
Claims Handler Lindsay Phillips 011 853 6697
Team Manager Lavern Naidoo 011 358 9408
If you need to escalate a claim due to non delivery in respect of the SLA please contact the following people:-
1st  Lavern Naidoo
2nd Ruben Sharbodien

Please do not hesitate to contact the writer below should you have any questions.

Regards
Hyla Kruger
Manager – Alternative Claims Services
Tel:  (011) 489 2949

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