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 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 Notice of Death/Stillbirth (DHA 1663) form;
• 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 Notice of Death/Stillbirth (DHA 1663) form;
• 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.

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 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.

Should you wish to withdraw from your policy, you need to take note of the below and download the form to proceed.

It is important to remember that your policy was designed as a long term investment, therefore to gain the maximum value available this policy should be kept for as long as possible. An early encashment will also result in withdrawal fees, which negatively impacts the value you get from your savings.

*Please note in terms of legislation you may action only one partial or one full withdrawal during the first 5 years of the policy.

How to Withdraw:

Please download and complete the Encashment form. We will also need the following documentation from you in order to complete the withdrawal:

• Completed Encashment Form (download below)
• Certified Policy Payer Identity Document (The certification date should not be older than three (3) months),
• Signed Encashment Form,
• Proof Of Residence (not older than three (3) months)

Send us your documents to the email address or fax number below (in both cases please write your reference or policy number at the top of every page):

• E-mail scanned copies of the required documents to encashments@clientele.co.za (preferred), or
• Fax the documents to 011 320 3101.

We prefer to receive documents by e-mail as this allows us to process the encashments quicker. However, if the documents are faxed please ensure that all requirements are sent in one batch. As soon as we have all the documentation, payment should not take longer than eight working days. We will keep you updated on the process with regular SMS notifications.

You will receive a confirmation e-mail if the documents were sent by e-mail, alternatively please SMS the fax number you used when sending the documents to 42930 (standard SMS rates apply). You will receive an instant SMS notification confirming the number of pages received.

For more information, please email us at encashments@clientele.co.za , fax us at 011 320 3101 or call us on 011 320 3000.  Our friendly consultants are standing by to assist you.