Claims
We understand that filing a claim can be a stressful experience. That’s why our dedicated team is here to make the process as smooth and efficient as possible.
Understanding the Claims Process
At NFB, we recognise that no two claims are the same—each one is unique to the individual circumstances of the claimant. However, to give you a rough idea of what to expect, we’ve outlined a general guide below. Keep in mind that depending on the nature of your claim, specific mandatory information may be required.
For example, theft-related or vehicle accident claims will need a police report and case number to proceed. Having all the necessary supporting documentation and information ready when you register your claim will help streamline the process and ensure a timely settlement.
Notify Us: Contact our claims department to inform them of your claim.
Provide Essential Details: Share key information related to your claim, such as the date and time of loss, full details of the incident, and any relevant photos. For theft or accident claims, provide the police case number and a photograph of the accident reports. If a third party is involved, such as in a vehicle accident, we’ll need their contact details, ID number, insurance information, and vehicle details.
Submission to Insurer: Once we have all the supporting documents, we’ll log your claim with the insurer. insurer.
Final Settlement: Once the excess is paid, the claim will be settled, and your claim file will be closed.
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How to log a claim
Depending on the nature of your claim, certain mandatory information is required when logging a claim.
For example: any theft-related or vehicle accident-related claims require a police report and case number from the police station in order to log the claim. Ensuring that you have all the necessary supporting documentation and information relating to your claim upon registration, will streamline the claims process and ensure a timeously settlement of your claim.
1. Contact our claims department to notify them of your claim.
2. Ensure that you communicate the following information relating to your claim: date of loss; time of loss; full details surrounding the claim events; photographs of the damages and where applicable, a police case number and police report. If there was a third party involved, for example, a vehicle accident, we will need the third party’s names, full contact details, ID number, insurance details (if applicable) as well as their vehicle details.
3. The Claims Administrator will then send through the relevant claim form to be completed and will provide additional instructions (for example, obtaining quotations from repairers).
4. Once all supporting documents have been received, the claim will then be logged with the insurer.
5. The insurer will advise if any additional information is required and if further steps need to be taken (for example: Does an assessor need to be appointed to assess the damage?)
6. Once the insurer is satisfied with all information received, the value of the claim will be determined, and you will be notified of any excesses that you are liable to pay.
7. The insurer will decide on the most appropriate method of indemnity (For example: a cash settlement/replacement/repair of the damaged item)
8. Once the excess has been paid, the claim will be settled, and the claim file will be closed.
Claims made clear: Your FAQ’s Answered
We understand that the claims process can be complex and sometimes overwhelming. To help make things clearer, we’ve compiled a list of frequently asked questions about filing and managing claims. This guide will provide you with the essential information you need to navigate the process with confidence.
How do I register a claim?
To register a claim, contact our claims department as soon as possible. They will guide you through the next steps, including submitting the necessary forms and documentation.
Can someone else submit a claim on my behalf?
For security and confidentiality reasons, only the policyholder is authorized to submit claims against the policy.
When should I notify NFB of a claim?
Notify our claims department immediately or as soon as practically possible, ideally within 24 to 48 hours. Prompt reporting allows us to process your claim more efficiently and is often required by your policy.
What information do I need when logging a claim?
You’ll need to provide key details about the incident, such as the date, time, location, and a description of the event. We may also require information about other parties involved, police reports, and witness statements.
How many insurance claims can I make in a year?
While there’s no fixed limit, frequent claims may lead to your insurer reassessing the risk of continuing your coverage. Your insurer will inform you if they decide to terminate your policy due to excessive claims.
Why was my insurance policy cancelled after claiming?
Non-disclosure, or withholding information when setting up your policy or reporting a claim, can result in non-payment and cancellation of your insurance. Honesty and transparency are crucial in maintaining your coverage.
What is an “excess”?
An excess is the amount you must pay when making a claim. It consists of your basic excess and any additional amounts that may apply, such as a voluntary excess chosen to lower your monthly premium.
Why do I have to pay an excess if I wasn’t at fault?
An excess is required for every claim, regardless of fault, to cover administrative costs. If you weren’t at fault, you might be able to recover the excess from the other party, though this can take time, especially if the other party is uninsured.
What should I do if I find additional damage after repairs have started?
If additional damage is discovered, contact your claims administrator immediately and pause any further repairs. The insurer may need to reinspect the damage before you proceed. If related, the repair estimate will be updated accordingly.
Is car hire automatically included in a vehicle claim?
Car hire is not automatically included in all policies. If your policy doesn’t cover car hire, you can add this option for an additional fee. It’s worth considering if you rely on your vehicle daily.