1What is my excess either on own damage or windscreen??
Please refer to the Excess structure on your policy schedule. Mostly, however, is five percent (10%) of CLAIM on own damage and twenty percent (20%) of claim on windscreen claims.
2What if I do not know my policy number?
Refer to your policy schedule. The policy number is either a combination of 3 letters and 7 digits
displayed on the cover page.
3I am not sure whether to submit a claim for minimal or third-party damage?
All third-party claims need to be reported. Let us professionals deal with your claims settlement
and finalization. In respect of normal claims, you as the client are entitled to benefits therefore
use the resources available to you at ALLIANCE. That’s what we’re here for. If doubt, rather ask
and we will assist you.
4In the event of a Third-Party claim or Third-Party claims what documentation must I submit?
The standard claim form and documentation is required, namely,
Fully completed claim form
Copy of driver's license
Copy of ID book
Public Driver's Permit (PDP) where applicable. Please refer to the claims section.
5Should I report the incident to the police?
Where there have been two vehicles involved – Yes.
6How I check if my payment has been done?
We will soon be sending SMS payments status, however, what payment are you referring to?
We will ensure the responsible person confirms whether the payment has been made.
7Am I covered when my premium is returned by the bank?
Unfortunately, not. The onus is on you the client to ensure your premiums are paid timeously and are up to date.
8What debit order dates does ALLIANCE apply?
You, the client can choose any date between the first and the fifteenth of the month.
9How do I claim on windscreens?
For private use vehicles please contact Glasfit on +26622325821 or PG Glass on
+266022315055/ +26622311383 or Glassworld on +26622316337/ +266 22320119
10Does my policy cover towing?
Totally, unlike a lot of our competitors we pay the cost of towing. Please contact our roadside assist +26622327925 or wattsapp them on 51924226 they will assist.
11How do we cover the loads on our trucks?
This is our Good in Transit product. Please contact your Broker or Alliance for a quotation.
12Does my policy cover accident “clean up"?
We cover “clean up” costs of the vehicle only, NOT the load, provided you use any of our
13What do I do in the event of a theft of hijack claim?
Report it to the nearest Police Station and notify us or your broker immediately.
14Does my policy cover “goods” that may fall off my truck and damage other vehicles or property?
15Which tracking device should I fit?
Gain service references from colleagues for Matrix, Netstar, Ctrack and Tracker and make
selection for yourself.
16Which Panel beater can I use?
ALLIANCE purposely does not have an Approved Panel Beater list. Please refer to your colleagues for references on quality of workmanship and the timing of a claim repair. The
choice remains yours. Obtain one quote from your choice glass fitment centre for windscreens and glass claims and submit it to us with the rest of the Claims documentation.
17Can we pay premiums annually, quarterly, or monthly?
We can arrange alternative payment structures, however, the premium at any point in time needs to be paid in advance.
18What size fire extinguisher should be fitted?
Commercial Vehicles above a GVM of 3.5t and blow a GVM 8.5t require at least a 2.5kg fire extinguisher. Commercial Vehicles above a GVM 8.5t require a 4.5kg fire extinguisher preferably greater.
19What factors are considered in determining the premium I pay?
The Agreed Value/Retail value or Market value inclusive of accessories if any of the vehicle is multiplied by the premium rate percentage that we apply. In addition, the qualities of your contract work where applicable, the manufacturer of your vehicles are also important factors.
20How many trucks and or cars can I insure with ALLIANCE?
As many as you like. We even insure your ancillary vehicles, plant and loads.
21Why doesn’t the premium decrease every year even though the value of the vehicle depreciates?
In the case of Agreed Values system. We do not depreciate or reduce the value of your vehicle in the event of claim. We settle on the Agreed Value basis.
22If a truck or car is written off, do I have the option to buy the vehicle back?
If the vehicle is a total write off because we pay the Agreed Value system, you will not be allowed to purchase the vehicle back from the insurance company.
23Are our drivers penalized for age or being “under” age?
We do not penalize our clients’ drivers for being “inexperienced” or for not having a certain level of experience.
24What happens if I cannot pay the premium for a month, and I can see it is going to be a problem?
The worst thing is to have a debit order “bounce”. If you are aware of a potential cash flow problem, we like to work with our clients. We might be able to find a solution. Talk to our Credit control staff and let’s work something out.
25Can ALLIANCE arrange a courtesy vehicle in the event of breakdowns, services and when vehicles are being repaired at panel beaters?
Yes, as long as you have purchased our car hire option you will get a courtesy car.
26What happens if I transport across border?
We do not insure vehicles going into Angola, Northern Mozambique, and Congo/DRC. In the event of a foreign Southern African destination please inform us, that is all. In addition, in the event of an accident, you must get our cooperation. We will assist. Do NOT authorize towing or recovery procedures or costs on our behalf without our permission.
27What happens if my choice panel beater does not repair the vehicle to my satisfaction?
Do NOT sign the release note.
Communicate your list of problems to both ourselves and the Assessor. We can only assist if you Do NOT sign the release note.
28If I receive poor service from ALLIANCE or a staff member. What can I do?
First document your problem with reference to, either the claim number, policy number or both. Communicate the problem with the line manager of the ALLIANCE division where the problem(s) exists. If the matter is still unsolved contact the Head Client Services on the Alliance Contact numbers. Please ensure you have the documents referred to at hand for speed of reference.
29Why if the vehicle is a “write off”, can I not buy back the salvage?
What use is the vehicle to you if it’s a write off? You are being paid out the Agreed
Value/Market value benefit and we wish to take control of the salvage. If you wish to repair the vehicle not withstanding it is a “write off” you will need to re-submit an appropriate quotation and negotiate an amicable settlement from us.
30Do the Assessors authorize repairs?
Yes, unless under unusual circumstances where Alliance need to take control.
31What should the approval time be?
ALLIANCE is committed to authorizing claims in 24:00 hours after the quote is approved.
32How do I get the claim processed quickly?
Cooperate all the way with the above systems. Also if you have a claims query, rather send an email to [email protected]
33What is the best way to communicate with claims?
To get the fastest service from claims put it in writing. This gives the team the time to refer to relevant documentation and get back to you armed with everything they need to answer your queries. Send an email to [email protected]
34Why do we not have a panel of panel beaters?
Unfortunately, such a panel allows those who qualify to make ALLIANCE endorse and guarantee their work, which we cannot do. ALLIANCE believes the general cooperation of panelbeaters precludes us from creating a panel.
35Why can’t Brokers appoint Assessors?
Insurance claims for motor is a specialist area, and we need professional systems to manage the process. Our claims department is centralized and to provide swift service ALLIANCE must maintain control.