CONTACT IUA FOR ALL YOUR CUSTOMER QUERIES
IUA acts as the link between you and your service provider.
At IUA we make administration simple and easy. We have been appointed by your service provider to administer your policy. We will not be able to resolve sales queries, but we can definitely point you in the right direction to get your query resolved.
When contacting us via email, please be sure to include your name, ID number, Policy number and contact details.
FINALLY, ALL YOUR CLAIMS QUERIES CAN BE DEALT WITH IN ONE PLACE!
IUA will handle the entire claims process for you. Our painless claims process saves you time and effort.
IUA’s CLAIMS SERVICE INCLUDES:
Handling of complaints and compliments
QUALITY ASSURANCE REVIEWS ENSURE THAT….
Quality assurance reviews ensure that agreed processes and service levels are followed and that the customer experience is professional and in line with business partner standards and the IUA values. These values include responsiveness, excellence and relationships, all relevant in our day to day interactions.
If you feel that we could improve our customer service, then please feel free to contact us.
COMPLAINTS AND COMPLIMENTS
Our complaints department can be reached as per the below details. Please have your policy number or ID number on hand when you contact us.
Why have my policy documents not been sent to me yet?
You should have received a welcome letter and your policy documents within 30 days of signing up for your policy. However, if you did not receive these or you have misplaced them, call IUA on 031 570 7600 or email [email protected] and we will send you a copy.
What is my premium amount?
A premium is the specified amount of payment required by an insurer to provide cover under a given insurance policy for a defined period of time. If you need to know what your premium is you can call IUA (031 570 7600) or review your bank statements.
Will I receive timeous feedback from the time my claim has been lodged until finalisation?
The claims department provide regular updates via SMS, email or telephone. Once all outstanding claims documents are received, the claim will then be assessed and finalised. You will be made aware of the claims decision by SMS and a letter which will be emailed to you.
Why has my claim been declined?
The claim has been strictly assessed according to your policy terms and conditions issued by your insurer. Based on the claim that you are making, there may be no cover.
- No policy cover as at date of loss
- There may be pre-existing conditions (for credit life policies)
- A component may not be covered (warranty policies) or wear and tear is not covered.
- The cause of the failure may not be covered by the policy
- In the case of a BLM claim, the damage may not be considered minor damage
- You do not have a valid underlying policy in place as at date of loss
- Your underlying policy has declined your claim and it is found that you have intentionally violated policy conditions
Why has my claim not been paid in full?
The claim has been authorised at the maximum liability as allowed by the policy. If you need further explanation please call IUA on 031 570 7600.
Why can I not receive a full refund of my premiums?
There is no refund of premiums on the monthly paid policies as the insurer provides you with cover on a month-to-month basis for each premium received.
There is no pro rata refund of premiums as claims have been registered against the policy.
Why am I not receiving the appropriate advice at sales stage?
As per the sales call recording, the sales agent provided information to you based on what the policy covers. The sales agent also referred you to the policy wording for details of the policy terms, conditions, exclusions and limitations applicable. It is the responsibility of the policyholder to read the policy wording as soon as possible to ensure you are happy with your purchase.
What is a Shortfall policy and how is it calculated?
A shortfall policy settles the balance owing to your finance house once your comprehensive insurer had made a settlement. A shortfall policy will not cover any shortfall, regardless. A shortfall policy only covers the vehicle and value of the vehicle, so extras and accessories (such as sunroof, mag wheels and upgraded sound etc) are not covered by a shortfall policy. Policyholders are encouraged to insure accessories separately with the comprehensive insurer.
All shortfall claims are assessed strictly according to the policy wording. Shortfall is calculated by using the Capital balance as at date of loss less the payment made by the comprehensive insurer, less certain conditions which are not covered, such as; unpaid debits, arrear interest, add on products, underinsurance and refunds paid over to your finance house on your behalf. A detailed analysis is done on your payment history with the finance house which forms part of your claim calculation. Please refer to your policy for general conditions and policy limits.
Why are you still deducting an excess on my shortfall claim when the comprehensive insurance deducted an excess too?
Shortfall is calculated by using the Capital balance as at date of loss less the payment made by the comprehensive insurer. We indicate the deductions that led to the final settlement amount made by the comprehensive insurance which is utilised in our calculation. Polices have an excess limit and should your excess exceed the limit, that portion is deducted from your claim calculation.
Why is my Bodyguard claim being declined?
Claims may be declined for various reasons. Bodyguard Policyholders are encouraged to submit their claim within 30 days of the incident. The policy terms and conditions will provide guidance regarding the size of damage covered.
Why can’t you pay my claim now so that I can have my car released (Warranty / Service / Maintenance plans)?
A payment can only be processed after the repair is complete and we have received the tax invoice and signed clearance certificate (this is to confirm that the client is satisfied with the repairs carried out). The payment can be paid the same day provided that the payments team is made aware of the urgency and the required documents are correct and sent to us before 11.00am.