As communicated to you in Brokers' Bulletin No. 136, dated 17 December last year, all windscreen claims have been reallocated to our regional Central Processing Units (CPUs). This streamlined process has put us in a position to enhance our service offering to clients in this area of claims.
Domestic and commercial business
For the convenience of clients who place domestic and commercial business with us, dedicated telephone lines have been installed at our offices and the details are as follows:
Domestic Business (excluding broker administered schemes)
Customer Service Centre
0860 00 90 90
Commercial Business
Cape Town CPU
(021) 402 8223
Durban CPU
(031) 367 2373
Johannesburg CPU
(011) 370 9139
Broker administered schemes
In view of increasing levels of fraud in this claims area SA Eagle has contracted to four suppliers - PG Glass, Glasfit, National Auto Glass and U Glass - to handle claims on our behalf. Their respective call centres will manage the process from registration of the claim through to either repair or replacement.
The national 24-hour toll free numbers are:
PG Glass
0860 03 0303
Glasfit
0860 12 3423
National Auto Glass
0800 45 3000
U Glass
0860 84 5277
Brokers must phone one of these toll free numbers to register windscreen claims. All SA Eagle policy details must be provided and, thereafter, the respective processing unit within SA Eagle will be contacted for authorisation and a claim number.
Group schemes
In respect of Group Schemes, we will allocate one SA Eagle claim number at inception each year. This number will be used for all claims on that particular policy for the entire year. In these cases the supplier will phone the broker for authorisation and will also submit a monthly or bi-weekly bordereau to them for signature and onward transmission to SA Eagle for payment.
Motor fleet policies
As far as motor fleet policies are concerned, the supplier will contact SA Eagle's regional CPU for authorisation.
Regrettably, windscreens will not be replaced or repaired unless our suppliers have received authorisation from either SA Eagle or the broker, as well as a claim number.
