«Difficulties encountered by the victimes in the claims settlement process»: interview with Mrs Molongwe Spouse Tamfu Chevon, Deputy Technical Director in charge of Claims and Litigations
There is indeed a procedure
Claims declaration > Acknowledgement of Receipt > Request of Required Documents > Accident Report > Request for Expertise > Technical Sheet + Claims Commission Report > Loss Settlement Offer > Payment.
Claims declaration > Acknowledgement of Receipt > Request of Required Documents > Accident Report > Request for Expertise > Technical Sheet + Claims Commission Report > Loss Settlement Offer > Payment.
The vast majority of victims are not informed of the procedure, but there is more awareness with the arrival of the IDA (Direct Indemnification of the Insured), they know how to fill out the form and are guided on which documents to submit in order to complete their claim files.
Number of reports received :
In 2017, we received 917 claims including 729 related to Motor Insurances ;
In 2018, we received 885 claims including 624 related to Motor Insurances ;
In 2019, we received nearly 800 claims, of which more than 560 were related to Motor Insurances ;
Number of files paid :
In 2017, we paid 1462 Claims (779 451 795 FCFA) of which 1 248 (574 409 698 FCFA) related to Motor Insurances ;
In 2018, we paid 1 473 Claims (1 739 382 820 FCFA) of which 1 201 (501 346 611 FCFA) related to Motor Insurances ;
In 2019, we paid more than 500 Claims (Nearly 720 000 000 FCFA) of which almost 400 (Over 350 000 000 FCFA) were Motor Insurances ;
In 2017, we received 917 claims including 729 related to Motor Insurances ;
In 2018, we received 885 claims including 624 related to Motor Insurances ;
In 2019, we received nearly 800 claims, of which more than 560 were related to Motor Insurances ;
Number of files paid :
In 2017, we paid 1462 Claims (779 451 795 FCFA) of which 1 248 (574 409 698 FCFA) related to Motor Insurances ;
In 2018, we paid 1 473 Claims (1 739 382 820 FCFA) of which 1 201 (501 346 611 FCFA) related to Motor Insurances ;
In 2019, we paid more than 500 Claims (Nearly 720 000 000 FCFA) of which almost 400 (Over 350 000 000 FCFA) were Motor Insurances ;
The main difficulties are :
- Collecting the accident reports to establish the party responsible for the accident.
- The adversary’s company do not respond in time to our various letters to facilitate the loss settlement process for our policy holders.
- No mastering of the insurance covers subscribed by our policy holders.
- Collect the accident reports on the behalf of our policy holders.
- Treat the claim files diligently under the supervision of the Quality Management Service.
- Continuous follow-up for the claims recoveries on behalf of our insured from the other sister insurance companies responsible for the loss settlement process.
As we noted earlier :
- Collect the accident reports on the behalf of our policy holders.
- Treat the claim files diligently under the supervision of the Quality Management Service.
- Continuous follow-up for the claims recoveries on behalf of our insured from the other sister insurance companies responsible for the loss settlement process.
It is already operational, but some basic adjustments and updates remain in progress with the IT services.
We can’t evaluate ourselves, you could check up with Management.