Short Term FAQ
What 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.
What 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.
I 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.
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.
Should I report the incident to the police?
Where there have been two vehicles involved – Yes.
How 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.
Am 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.
What debit order dates does ALLIANCE apply?
You, the client can choose any date between the first and the fifteenth of the month.
How do I claim on windscreens?
For private use vehicles
please contact Glasfiton +26622325821
or PG Glass on +266022315055/ +26622311383
or Glassworld on +26622316337/ +266 22320119
Does my policy cover towing?
Totally, unlike a lot of our competitors we pay the cost of towing.
Please contact our roadside assist +26622327925 or whattsapp them on 51924226 they will assist.
How do we cover the loads on our trucks?
This is our Good in Transit product. Please contact your Broker or Alliance for a quotation.
Does my policy cover accident “clean up"?
We cover “clean up” costs of the vehicle only, NOT the load, provided you use any of our authorized contractors.
What 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.
Which tracking device should I fit?
Gain service references from colleagues for Matrix, Netstar, Ctrack and Tracker and make selection for yourself.
Which 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.
Can 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.
What 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.
What 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.
How many trucks and or cars can I insure with ALLIANCE?
As many as you like. We even insure your ancillary vehicles, plant and loads.
Why 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.
If 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.
Are 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.
There is additional excess payable for licenses below 2 years and persons below the age of 25 and above the age of 65.
What 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.
Can 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.
What 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.
What 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.
If I receive poor service from ALLIANCEor 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.
Why 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 notwithstanding it is a “write off” you will need to re-submit an appropriate quotation and negotiate an amicable settlement from us.
Do the Assessors authorize repairs?
Yes, unless under unusual circumstances where Alliance need to take control.
What should the approval time be?
ALLIANCE is committed to authorizing claims in 24:00 hours after the quote is approved.
How 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]
What 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]
Why 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.
Why 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.
Employee Benefits FAQ
Can I claim portion of my pensionable benefit?
You can only claim your pension upon leaving your employer since the benefit is employer based.
How long does it take to pay a claim?
Provident fund and GLA claims should take up a month to be fully processed while funeral claim takes up to a week.
Do you have annuity plan?
We do not have annuities at the moment.
Can I borrow money from my Pension Fund?
No, the accumulated Fund Value can only be used as security for any form of Home Loans at the bank.
Will my withdrawal benefit be taxed?
Yes, at claims stage the benefit is submitted to LRA for tax assessment to determine how much tax is applicable on the benefit.
Can the Fund performance be bad such that the accumulated Pension contributions are reduced?
Yes, the interest allocated depends entirely on the performance of the markets.
Upon Death, can my nominated beneficiaries be changed?
Yes, the beneficiary nomination form is only a guiding tool. The final decision on how the Funds are allocated will be made by the Fund Board of Trustees.
Funeral Signing FAQ
Am I covered worldwide?
Yes if you are a Mosotho.
How much cover can I get?
From as little as M30.00 you can get a cover up to M164 000.00.
Will I need medical or blood test to apply?
No medical examination needed to apply for the policy.
Will my premiums increase?
Our funeral premiums are fixed.
Can I decide who receives my benefit?
You can nominate the beneficiary of your choice at inception and even change it anytime.
What happens if I miss a premium payment?
Our funeral policies lapse after missing two consecutive premiums/months.
Will my premiums be refunded if I cancel my funeral policy?
If you cancel the funeral policy you will usually not get your money back but if you cancel it within 30 days of commencement, you will receive a full refund.
Can I buy more than one policy?
A member may be nominated only once on each policy and may be covered on a maximum of two policies in each product
Does funeral insurance cover suicide?
Death as a result of suicide is covered provided the policy has been in force for 12 months and 12 months premiums have been paid.
Will my family remain covered after my death?
It is only covered with you have Molebe benefit on our U Mang? policy.
Can I reinstate my policy if it has lapsed?’
If the policy has lapsed the member may apply for reinstatement subject to the requirements of the insurer at the time.
If the policy has lapsed the member may apply for reinstatement subject to the requirements of the insurer at the time.
Six months waiting period for immediate family, extended members, parents below 72 and nine months to parents 72 and above.
Can I downgrade my policy if I am feeling the pinch?
Policy downgrade can be done anytime and are not subject to the waiting period, they are effective immediately.
Does the client serve the waiting period for the upgrades or new member on the policy?
Policy upgrades and addition of new members/ components are subject to the waiting period.
Can I register a policy for my neighbour or long-time girl/boyfriend/fiancée?
No, policies can only be registered for people that you have insurable interest on and who’s your relationship to them can be legally proven.
Can I register 2 policies for my two wives and get covered under both policies as a spouse?
A client can only enjoy spousal benefits under one partner.
Do I need an identity document t to register for a policy?
Yes, we recognize national ID, passport, or driver’s license as identity documents.
Funeral Claiming FAQ
How can a claim be made?
Our claim can be made through our website, WhatsApp chatbot or at any alliance office.
How long does a claim process take?
Funeral plan proceeds will be paid within 48 hours provided that all the required claims documents have been received and the claim has been approved.
How is my claim benefit made?
Claim proceeds are paid by EFTAll Lesotho bank and South Africa Banks andMpesa Mobile.
How can I follow up on my claim?
Please call our Toll-Free number 80023052.
Funeral Amending FAQ
What documents are needed when altering my policy?
An old contract and the premium payer’s identity.
How long is the waiting period after an alteration?
6 months to persons below 65 years and 9 months to parents above 72.
How can I make an alteration?
Through our website, WhatsApp number or at any alliance office.
Legal FAQ
What is the waiting period?
3 months for all cases, and 12 months for matrimonial cases.
What do I do when I have a case?
You can physically visit the nearest Alliance Branch or call 58300084/58300078.
Do you cover business cases?
No, we only provide legal advice for commercials.
Do you cover cases that occurred before I become a member?
No, we only offer legal advice for such cases.
Which lawyers do you work with:
Maseru
Motsoari Chambers led by Adv.MakhethaMotsoari
Enlightened Legal Solution led Adv.Nqhae Moshoeshoe
Tsabeha and Associate led by Adv.SelloT`sabeha
Maqaqachane Chambers led by Adv.TekaneMaqakachane
Leribe
Motsie Chambers led by Adv.Motsie
Sengoai Chambers led by Adv.Sengoai
Qacha`snek
Lehula Chambers led by Adv.Nzema
Quthing
Enlightened Legal Solution led Adv.Nqhae Moshoeshoe
Thaba Tseka
Enlightened Legal Solution led Adv.Nqhae Moshoeshoe
Mafeteng
Legal Minds led by Adv.Makhobakhobe
Mokhotlong
Motsoehli Chambers led by Adv.Motsoehli
Freestate
Adv.Lesaoana Mohale based in Bloemfotein
Adv.Motsie Based in Hlotse