Our Claims Process Explained

Claims

Claims Process

Claiming from Clientèle is clear and simple. You will be able to claim in case of: natural death, accidental (unnatural) death, hospitalisation*, dread disease, disability or legal advice.

  • For policy changes, please visit Clientèle self-service available at selfservice@clientele.co.za;
  • For all life-related queries, email: services@clientele.co.za and for legal assistance email: legalservices@clientele.co.za;
  • For Claims and Encashment queries, please use our WhatsApp platform. The WhatsApp number is 067 342 7248. (Standard rates apply);
  • You can also use our Clientèle App available on Google Play and the Apple App Store;
  • For Legal claims, please WhatsApp: 064 000 2096 (Standard rates apply).

Funeral Claims

Funeral Claims Process

In the event of a death, you will need to lodge a claim on the deceased person’s insurance policy so that it can be assessed.

Clientèle has made it simple for you to claim by giving you the option to choose the method you are most comfortable with:

  • Contact our Call Centre on 011 320 3000;
  • E-mail claims@clientele.co.za;
  • SMS your Policy Number to 31041 (Standard rates apply);
  • Complete the call me back form on the right hand side and a consultant will call you;
  • Fax us on 011 320 3170;
  • Visit us at the Clientèle Head Office: Clientèle Office Park, Cnr. Alon and Rivonia Road, Rivonia, Morningside.

You can help speed up the claims assessment process by having the following documents ready when lodging a Funeral Claim:

Natural death

  • A copy of the registration of death form BI1663;
  • A certified copy of the insured’s identity document;
  • A certified copy of the beneficiary’s identity document;
  • A certified copy of the death certificate.

Unnatural death

  • A copy of the registration of death form BI1663;
  • A certified copy of the insured’s identity document;
  • A certified copy of the beneficiary’s identity document;
  • A certified copy of the death certificate;
  • A ‘Police Report’ to be completed by the Investigating Officer.

Please note that we may require additional information / documentation dependent on the individual circumstances in order to assess and finalise the claim.

Visit Death Certificates website for more information : http://www.dha.gov.za/index.php/civic-services/death-certificates

Planning a funeral?

You can never be fully prepared for the loss of a loved one, but it is prudent to sufficiently plan for such an unfortunate event to ease any additional and unnecessary stress. We have therefore put together a helpful Funeral Guide that will help South Africans with the daunting task of planning a funeral and preparing for it in the future. Click below to download your copy.

Clientèle Funeral Guide – English Download
Clientèle Funeral Guide – IsiZulu Download
Clientèle Funeral Guide – Xhosa Download
Clientèle Funeral Guide – Afrikaans Download
Clientèle Funeral Guide – Sesotho Download
Clientèle Funeral Guide – Tshivenda Download

Legal Claims

Legal Claims Process

The exceptional benefits offered by the Clientèle Legal Policy will give you peace of mind, knowing that you have access to a team of professional legal advisors who strive to offer professional legal assistance and service.

Who can claim?
Any person who is a main member or beneficiary/dependent on the policy may lodge a claim.

How do I claim?
A main member or beneficiary/dependant on the policy may lodge a claim in the following manner:

  • Telephonically: You can contact us on 0860 004 529 to lodge a claim. For your convenience, this number is operated 24 hours a day. Please note that this number is for legal claims only. For general/admin related queries, please call 011 320 3000;
  • Email: You can email customerservice@clientelelegal.co.za, as soon as reasonably possible after becoming aware of a claim;
  • Fax: You can contact us in writing by faxing us on 011 320 3362.

How is the claim assessed?
Each claim is assessed according to its merits, subject to the terms and conditions of the policy by our legal claims team.

H.E.L.P Claims

H.E.L.P Claims Process

In the event of hospitalisation*, you will need to lodge a claim so that it can be assessed. Claims will be processed upon you being discharged** from hospital*. Waiting periods will apply.

NOTE: Only hospitalisation* recommended by a qualified Medical Specialist, not a GP (general practitioner), will be covered on your H.E.L.P Plan.

Clientèle has made it simple for you to claim by giving you the option to choose the method you are most comfortable with:

  • Contact our Call Centre on 011 320 3000;
  • E-mail claims@clientele.co.za;
  • SMS the policy number to 43973 (Standard rates apply);
  • Complete the call me back form on the right hand side and a consultant will call you;
  • Visit us at the Clientèle Head Office: Clientèle Office Park, Cnr. Alon and Rivonia Road, Rivonia, Morningside.

Waiting periods will apply but if you have had similar cover within the last 90 days with us, or another insurer, and have been through a similar waiting period for a specific condition, the 12 month waiting period will reduce by what you have already been through under your other policy.

The Claims Department will need the following when a claim is lodged:

Hospital Illness

  • The original hospital account to confirm the dates of admission and discharge or a hospital discharge summary if admitted in a public hospital;
  • A certified copy of the Identity Document (only at the first claim for each insured life).

Hospital Accident and Hospital Motor Vehicle Accident

  • The original hospital account to confirm the dates of admission and discharge or a hospital discharge summary if admitted in a public hospital;
  • A certified copy of the Identity Document (only at the first claim for each insured life);
  • The ‘Police Report’ to be completed by the Investigating Officer;
  • The Official Road Accident Report (in the event of a motor vehicle accident);
  • A certified copy of the driver’s license (only if the claimant was the driver of the vehicle).

Hospital Maternity

  • The original hospital account to confirm the dates of admission and discharge or a hospital discharge summary if admitted in a public hospital;
  • A certified copy of the baby’s birth certificate.

Please note that we may require additional information / documentation dependent on the individual circumstances in order to assess and finalise the claim.

* This is not a medical scheme and the cover is not the same as that of a medical scheme. This policy is not a substitute for medical scheme membership.

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