Stanbic Heights Star Assurance Headoffice

Claims Processing

Star Assurance claims unit handles both motor and non-motor claims.  Our Company, being a service industry attaches great importance to offering excellent customer satisfaction to our valued clients.

Motor Claims Procedures are as follows;
  1. Report to the police.

  2. Contact the insurers and fill the specific claim form.

  3. Do not settle or negotiate to settle, admit or repudiate any claim without our consent.

  4. Forward all relevant documentary evidence in respect of the loss.

  5. Forward all claims, writs of summons or letters from third parties to us unanswered.

Who is entitled to make a claim?
  1. The insured (policy holder)

  2. The third party whose property has been damaged by our insured's vehicle

  3. The injured victim

  4. Administrators of a deceased estate

  5. Parents/guardians in the case of minor

Period within which to make a claim
  1. Injury/death - up to three years from the date of the accident.

  2. Damage - up to six years from the date of the accident.

Some circumstances under which your motor claims will be repudiated
  1. If your vehicle was driven without your consent, order or permission.

  2. When an unlicensed driver was driving

  3. When the claim is statute barred i.e claims not submitted within the three (3) or six (6) years period.

  4. Where there was a change of ownership on the vehicle without reference to us.

  5. Using the vehicle whilst the driver was drunk.

  6. Using the vehicle for unauthorized purposes.

Relevant documentation required when liability has been fully established Motor
  1. Own damage

    • Report the loss to the insurer and fill the accident report form.
    • Attach a copy of the driver’s license.
    • Furnish the insurer with an estimate of the cost of repairs from either the insurer’s recommended garage or a repairer of your choice.
    • Provide pictures of the damaged vehicle, clearly showing the registration number of the accident vehicle.
    • Provide pictures of the damaged vehicle, clearly showing the registration number of the accident vehicle.
    • Allow damaged vehicle to be inspected by the insurer’s surveyor before the commencement of repairs.
    • Police report would be required, depending on the circumstances leading to the loss.
  2. Property damage claim

    • Letter of claim
    • Police Report
    • Furnish the insurer with an estimate of the cost of repairs from either the insurer’s recommended garage or a repairer of your choice.
    • Provide pictures of the damaged vehicle.
    • Provide driving license of the insured’s driver.
  3. Injury cases

    • Letter of claim
    • Police Report
    • Medical report
    • Original receipts of Medical Bill incurred (To justify the cost being claimed for)
    • Sworn Affidavit
    • Two (2) passport-size pictures of the injured victim endorsed by the doctor who treated the victim.
  4. Deceased (death) cases

    • Letter of claim
    • Police Report
    • Death Certificate/Burial permit/Post-mortem report
    • Letters of Administration
    • Personal Particulars of the deceased
    • Sworn Affidavit
    • Endorsed passport size pictures of Administrators (two each).

In all cases, a discharge form which states the agreed quantum (amount) will be issued by the insurance company to the insured or claimant for execution and forwarded back to enable us process the cheque.

Non-Motor Claims Procedures;

Non-motor insurance comprise of several lines example public liability, professional indemnity, personal accident etc.  Each non-motor insurance
claim has its own specific claims procedure and conditions which are explained in detail by our competent and well trained claims staff whenever a claim is made.

Generally, when an accident occurs, the insured (policyholder) should comply with the following,

  1. Report the incident to the police or fire service (in case of fire).

  2. IMMEDIATELY contact the insurers and complete the specific claim form.

  3. Take all reasonable steps to protect the damaged site/property for inspection by the insurers

  4. Do not settle or negotiate to settle, admit or repudiate any claim without our consent.

  5. Forward all relevant documentary evidence in respect of the loss to us.

  6. Forward all claims, writs of summons or letters from third parties to us unanswered.

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