During Covid-19 Lockdown, We’re Still Here for You

We Really Care, We Deliver is more than just our guiding philosophy… it’s our way of life, now more than ever. We extend this principle to our staff, clients, partners, and our surrounding communities with the aim of providing soft landings for all.

The COVID-19 pandemic and nationwide lockdown is an unprecedented test of our purpose and values. We are actively taking steps to ensure that we provide you with the service you need.

COVID-19 UPDATES:

Please visit www.sacoronavirus.co.za to stay updated with the latest information from the South African government’s COVID-19 portal.

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Telephonic Assistance

You can reach us on 0861 001 041. Our consultants will continue to work to ensure you have access to our policy and claims services, With social distancing, there may be fewer team members available to answer calls and hold times may be longer than normal.

 

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Online Assistance

If you have any queries or seek further information concerning your policies we urge you to make full use of our online chatbot, Dara, who is available to assist you 24/7 with all your policy queries, claims and quotes.

 

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Email Assistance

Email communications can be directed to our dedicated mailboxes:

 

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View your driving data

You can still log onto our Telematics portal and view your driving data.

 

 

Emergency Roadside Assistance

Our emergency roadside and towing assistance is open 24/7.

FAQ's

A nationwide lockdown can be a stressful thing. Oakhurst Insurance would like to alleviate some of the stress by answering some Frequently Asked Questions:

How do I submit a claim?

For the duration of the lockdown, we would prefer that you report the incident to our claims department via e-mail at oakhurstclaims@oakhurstins.co.za. We will then contact you and guide you through the process. You can also submit a claim telephonically by calling us on 0861 001 041. If you have any queries or seek further information concerning your policies, we urge you to make use of our online chatbot, Dara. Dara is available to assist you 24/7 with all your policy queries, claims and quotes.

Who can I call if I have a query:

• You can reach us on 0861 001 041. Our consultants will continue to work to ensure you have access to your policy and claims services. During the lockdown you may need to wait longer than usual, but we will answer your query.
• To avoid holding on for too long, we encourage you to make use of email. You can direct your mail at the following dedicated mailboxes:

• oakhurstclaims@oakhurstins.co.za for any claim related queries

• queries@oakhurstins.co.za for client care queries

• brokerPPC@oakhurstins.co.za for any matter relating to (external) brokers’ personal portfolios

Can I still use my telematics portal?

You can still log onto our Telematics portal and view your driving data

How can I get copies of my policy documentation?

When you purchase a policy from us, we will send you all your policy documentation via email. You can also access these documents online, save them electronically or have them emailed to you.

What should I do if I am in an accident?

Our emergency roadside and towing assistance is open 24/7. Call our emergency number 0861 001 041.

If anything happens to me, who will submit my claim:

If you have been quarantined or are seriously injured in an accident, your appointed representative or the beneficiary listed on your policy can submit a claim Refer to how to claim question

Can I submit a claim during the lockdown?

Yes. If you have to submit claim, it is always best to do so as soon as possible. If the incident happens during the lockdown, you can start your claims process online and we’ll contact you as soon as possible.

If I must self-isolate and need someone to drive my car to the shop to pick up supplies for me, will they be insured?
  • It depends on the type of product and cover you have selected. You would still have to comply with your policy terms and conditions to enjoy cover.
  • For example, you may have a nominated driver policy where only drivers listed on your policy are allowed to drive your car. We urge you to please not allow anyone to use your vehicle unless you are sure it is not in in violation of your policy terms. We recommend that if someone else is driving your car, that you notify us so we can add them as a nominated driver. Rather contact one of our client care consultants and they will advise you as to whether your policy cover makes provision for such situations.
If I have an accident, will I be able to have my car repaired or replaced?
  • Each case will be assessed to determine the best course of action. There are various factors to be considered with each accident such as if the vehicle is still drivable or not and if there are any panel beaters wo have remained open in your area. One of our helpful claim’s administrator will be available to assist and explain the process to you.
  • Should the vehicle be undrivable, it will be towed to one of our storage yards, alternatively a storage yard with whom we have made prior arrangements during the lockdown period and we will still be able to assist with the claim.
  • We will use our best efforts to process all claims as normal, but please be mindful that external service providers such as repairers and parts suppliers might not be able to carry out their functions in full during this period.
Will home insurance cover the cost of a deep clean to my property should it become contaminated by COVID-19?

Unfortunately, not. It is not physical damage as result of an insured peril in terms of the standard home contents or home owners policy.

My property has suffered damage (from a fire, flood or other named peril) and it’s uninhabitable. I am self-isolating, so will my insurer help me find alternative accommodation?

This is dependent on your level and type of cover. In case of physical damage or destruction of premises which renders it uninhabitable, there may be cover available for alternative accommodation. Please speak to your portfolio consultant to enquire if this is active on your policy.

I have been quarantined or am unable to travel from abroad and therefore my home may be left unoccupied for over the 30 or 60 day limit on my policy. Will I be covered?

In principle not because this is a generally applicable policy term to alleviate risk. However, each case is different and will be assessed on its merits. The incident should still be reported to us for consideration.

 

We Really Care, We Deliver! It’s what we do. We remain open and ready to serve you during this time of uncertainty.

Wishing you good health