Call Centre

Your Smart Access Number links directly to a dedicated 400 seat Call Centre, operating 24/7 throughout the year. The personnel working within the call centre have overlapping working hours, ensuring improved response times. There's always a team on stand-by to immediately assist during high call volume periods and/or catastrophic events; flooding or hailstorms for example. The Call Centre is supported by a generator to ensure the Call Centre remains active.

Roadside Assistance is also available nationwide. Our goal is to get insureds back on the road as quickly as possible, without jeopardizing their safety. Services include, jump starts, wheel changes, fuel runs, locksmiths, scheduled cab services and driver assists. We have access to trained paramedics should there be a need for emergency medical assistance.

Towing

Our Towing Partner is one of the largest in South Africa, providing a nationwide footprint, and is affiliated to UTASA (United Towing Association of South Africa) - this ensures that the operator towing any damaged vehicle is certified to do so. Furthermore, preferential rates for storage costs (at Panelbeaters) and accident tows are available.

Towing is available for numerous types of vehicles, including heavy fleet speciality, and in the following SADC Countries: Swaziland, Lesotho, Botswana, Namibia, Mozambique and Zimbabwe.

The towing operators are provided with a scanning device that scans the insured vehicle registration to provide confirmation and comfort to the client that the operator is legitimate and authorized to tow their vehicle. Similarly, this will also provide initial confirmation if the vehicle is registered/known, failing which manual authorization will be obtained prior to the tow.

Repair Centres and Assessments

We maintain a database of nation-wide repair centres who have been carefully vetted to ensure that they have the required Manufacturer approvals, ensuring that vehicles are repaired to factory specifications and adherence to the stipulations required by MIBCO (Motor Industry Bargaining Council) and MBR (Motor Body Repairers). Our repair centres can conduct the following repairs: Panelbeating, Brake Tuning, Rim Repairs and Alignment, Spray Painting, Structural and Non-structural repairs.

Our assessors have access to Ubuntex or Audatex, ensuring that market related prices for parts are cited by repairers. We request the above-mentioned certifications, ensuring that our repairers cite market related prices instead of figures of their own choosing. In cases where a vehicle is undriveable and was towed to a repair centre or any other location (such as a business or residentail address), our assessors will travel to the location to conduct and complete their assessment. For vehicles beyond repair, our vehicle evaluation team will work with all parties to ensure a prompt and fair settlement.

Salvage

We follow a simple, streamlined salvage process whereby values are agreed at the outset depending on the severity of the damage to the vehicle (For example, Code 2: Between 40 and 42% or Code 3: Between 25 and 35%, etc.)

Should the above approach not suit your requirements, we have an alternate method of salvage whereby the written-off vehicle is sold at auction. This auction option can be utilised should you prefer to have independent buyers for the wreck.

All vehicle details are confirmed via Transunion; which provides detailed information on vehicle values; ensuring that the best value can be obtained. This is completed prior to providing a settlement offer to the insured.

Courtesy Vehicle

Should there be a requirement for a courtesy vehicle, while the insured’s vehicle is being repaired (subject to the terms and conditions of the insurance cover), we have partnered with 3 independent Service Providers, ensuring that a vehicle is readily available nationwide. We have furthermore secured preferential rates for courtesy vehicles including a discounted security deposit.

We also have flexible options for our courtesy vehicles: the rental can be taken either with or without “Super Waivers”. Should Super Waivers be selected, only the excess will be recoverable from the insured in the event a courtesy vehicle is damaged. Where Super Waivers are excluded, the entire damage amount will be recoverable from the insured.

Third-Party Specialists

We make use of a Professional Third-Party Claims Specialists to deal with all Third-Party matters, relating to recoveries where our client was not at fault or defending our client to the best outcome for the circumstances of the matter. The company has operated for many years and acts with integrity and high standard of service, in line with our own. All matters are dealt with directly on the SRCAS Platform, so there is no delay in obtaining data in relation to the Third-party costs.

Recoveries against Third-Party drivers who were deemed as responsible for the accident, have resulted in a recovery rate of some 82.5% of the quantum spent.