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General

What is insurance ? by the South African Insurance Association (SAIA)

Can I manage my policy online?

Yes. Simply log into your profile on the Oakhurst website to manage your policy as you wish – any time of the day or night.

Why must I log in?

We understand the security concerns that you have as an internet user. The security and confidentiality of all information we collect from you online is our absolute priority. We have implemented a best-practice privacy policy to ensure all customer information is protected.

What are the benefits of managing my policy online?

You can manage your policy 24 hours a day, seven days a week. All of your policy information is available online so you can easily view, update or change your details or submit a claim. As long as you have internet access, you can manage your policy from anywhere in the world.

How can I get copies of my policy documentation?

When you purchase a policy from us, we will send you all your policy documentation via email. You can also access all of these documents online then save them electronically, have them emailed to you or print them out.

How do I submit a claim?

You can submit a claim by calling us on 0861 001 041.

How can I check on the status of my claim?

You can log into your profile on the Oakhurst website to see the status of your claim. We will post regular updates on its progress. If you have any questions, please call one of our consultants who will be happy to explain the claims process, answer your questions and assist you every step of the way.

Can I submit a claim after business hours?

Yes. If you have to submit a claim, it is always best to do so as soon as possible. If the incident happens outside standard business hours, you can start your claims process online and we’ll call you back as soon as possible to complete it. Please note that only a certain portion of your claim can be completed online. Final completion must be done telephonically.

How will I be compensated for the loss of or damage to any of my insured items?
This depends on the cover you choose. We may choose to settle your claim in any of these ways

  • repair the damage at a repairer of our choice
  • replace the items at a supplier of our choice
  • pay out cash to you
  • any combination of the above.

About the underwriter

Your policy is underwritten by Oakhurst Insurance Company Limited (Registration No. 2006/000723/06), an Authorised Financial Services Provider (FSP 39925).

What happens if I have given incorrect details?

It is extremely important that all information you give us is honest, correct and kept up to date. If you fail to provide accurate information, we may refuse to pay out when you submit a claim. You can log in to our website or call us directly to check that your information is correct or to make updates. Please remember that changing your information may affect your premium or policy cover.

Will my premium increase after a claim?

We look at each policy individually. Your premium may increase after a claim. Some claims, such as car windscreen and radio claims, will not have an effect on your premium.

What is an excess?

An excess is the first amount or contribution you must pay towards a claim you submit on your insurance policy. We have different types of excesses that may apply in different situations or may apply concurrently.

Car insurance

Why does it matter how long I have had my driver’s licence?

Car insurance premiums can be affected by the length of time you have had your driver’s licence. It is common practice in the insurance industry to rate a new driver as a higher risk. With Oakhurst, of course, you have the chance to prove this wrong by driving well. (We can observe your driving behaviour through the Oakhurst Smart-Box.)

What is a ‘driver’s licence suspension’?

This is when a court of law has suspended your driver’s licence and ordered you not to drive for a set period of time.

What is a driver’s licence ‘endorsement’?

An endorsement is a limitation that has been placed on your driver’s licence by a court of law.

How can I change the driver information listed on my policy?

You can change this information by logging in to your profile on our website or by calling your Personal Portfolio Consultant on 0861 001 041. Changes are usually processed within 24 hours.

What types of car insurance cover can I get?

We offer a range of cover options

  • Comprehensive (cover for own damage, fire and theft of your car, as well as cover for liability for damage to third-party property)
  • Third-party, fire and theft (cover for fire and theft of yourcar, as well as cover for liability for damage to third-party property)
  • Third party only (cover for liability for damage to third-party property)

What is ‘uninterrupted cover’?

This is when there is no break in cover for the period of time mentioned. We usually ask if you have had uninterrupted cover for 90 days or longer.

What are the differences between retail, trade and market value?
Retail value is the value for which a dealer would sell a car taking its age, condition and mileage into account. Trade value is what a dealer would pay you when you trade in your car. Market value is the average between the retail and trade values. If your car is covered for its market value and is written off, stolen or hijacked and not recovered, the settlement amount is based on the market value less the applicable excess.

What are my legal obligations if I have an accident?

If you are involved in an accident, you must stop your car immediately. You must give your name, address, registration number and the name of your insurance company to the other driver or drivers involved. You must also get the same details from the other driver or drivers, as well as the details of all witnesses. Always ensure that you report the incident to the South African Police Service (SAPS) within 24 hours. Call us and register your claim as soon as possible. This is also essential for the claims process and may affect your insurance cover.

How do I claim back my excess from a third party if the accident was not my fault?

Our dedicated claims and recoveries department will try to assist in recovering your excess from the person who caused the accident. Although we will fight hard to recover your excess, practical considerations may come to the fore and the recovery cannot be guaranteed. It can be a lengthy process if the other person disputes their liability or if we have to trace the person and follow up on missing information.

Telematics

What is the Oakhurst Smart-Box?

The Oakhurst Smart-Box is a state-of-the-art car management and monitoring device which uses telematics technology to accurately monitor driving behaviour. It allows us to give you feedback on how you are driving and to help our top drivers save money through our Good Driver Programme and Good Driver Bonus.

What is telematics?

Telematics is the technology used in the Oakhurst Smart-Box which allows us to monitor a car’s driving patterns. We monitor the location, movement, status and behaviour of your car. This is done through a combination of a GPS receiver and electronic device installed in your car which communicates with the user software. This data is then converted into the information we use to measure your driving behaviour.

Can I use an existing telematics device in my car to qualify for the Good Driver Bonus?

Oakhurst can use the data of certain other devices. Please call us on 0861 001 041 for clarity on your specific device.

How do I get the Oakhurst Smart-Box installed in my car?

When you take out an Oakhurst insurance policy, we will call you within three working days once your policy has been incepted to make the necessary arrangements to have the Oakhurst Smart-Box fitted to your car. We will arrange a place, date and time that suits you. You just need to have your car there on time. Please note that the Oakhurst Smart-Box must be fitted within 14 days of you taking out your policy.

What are the benefits of having an Oakhurst Smart-Box in my car?
Driving Safety
Keeping our clients safe on the road is very important to us and it all starts with how you drive. The Good Driver Programme offers rewards for good driving behaviour and gives you feedback on your driving performance and how to improve.

Proactive Emergency Assistance

The Oakhurst Smart-Box now features a Proactive Emergency Assist function which sends us a crash notification if your car suffers an impact in an accident. This means we can contact you and send help if needed, communicate with your emergency contacts if we can’t get hold of you, and register the claim at the scene of the accident.
Accurate Insurance Premiums
By understanding how you drive, we can offer accurate premiums and pricing based on your driving behaviour. In other words, the better and safer you drive, the better your premium will be.

We also believe that if you’re driving well, you should be rewarded with our Good Driver Bonus. The Good Driver Programme is not about “watching you” and penalising you for driving poorly. It’s about helping keep you safe and rewarding you with the chance to earn up to 25% of your monthly premium back in cash*!
*Risk profile dependent. Ts and Cs apply.

How do we measure your driving behaviour?

We measure your driving behaviour using seven key indicators which we believe affect your risk of a loss

  • Distance travelled
  • Harsh acceleration
  • Harsh braking
  • Speed
  • Time of day
  • Cornering
  • Swerving

How is the Good Driver Bonus calculated?
We base the Good Driver Bonus on the average of scores for all the trips that you complete in your car during any given month.

How much can I get back with the Good Driver Bonus*?

The top 100 drivers in each of the three leader boards (low, medium and high distance) will receive 25% of their premiums back in cash.
The next 100 drivers in each leader board will receive 15% of their premiums back.
*Risk profile dependent. Ts and Cs apply.

Do negative observations affect my overall score?
Yes, they do. Each time you have a negative observation, points are deducted from your trip score. Your final score is the average of scores for all the trips that you make in your car during any given month.

How can I improve my score?
You can improve your score by improving your driving behaviour and being a safe, responsible driver. You can achieve this by focusing on our seven key indicators (distance travelled, harsh acceleration, harsh braking, speed, time of day, cornering and swerving). If you wish, we will also give you tips on how you can improve your driving.

How long must the Oakhurst Smart-Box be fitted before I can qualify for the Good Driver Bonus*?

The Oakhurst Smart-Box must be fitted to your car one full calendar month before you become eligible to qualify for the Good Driver Bonus.

*Risk profile dependent. Ts and Cs apply.

When will I not be paid the Good Driver Bonus*?

You will not qualify to receive a Good Driver Bonus for any given month under these circumstances

  • Your car has not travelled during the month
  • You have registered a claim during the month
  • You have cancelled your policy during the month

*Risk profile dependent. Ts and Cs apply.

Where can I see my scores, driving behaviour and progress?
You can view this information on our Telematics Web Portal which can be accessed via the Oakhurst website.

Will I be notified of my scores?

Yes, you will. You can request to be notified via email or SMS.

Where can I have the Oakhurst Smart-Box installed in my car?
We will contact you to arrange a place that will suit you best.

How can I test the Oakhurst Smart-Box to make sure it’s working?

You can test the Smart-Box online by logging in to our Telematics Web Portal or take your car to the fitment centre. Alternatively, you can call us on 0861 001 041 to request a test.

What happens to the Oakhurst Smart-Box in my car when I cancel my insurance policy?

The Oakhurst Smart-Box is subject to a 36-month contract with Altech Netstar. If you cancel your insurance policy with Oakhurst, you are still obliged to honour this contract and pay a monthly fee to Altech Netstar. This fee will be more expensive than the discounted amount that Oakhurst clients pay (which is included in their insurance premiums).

Do I have to pay extra for the Oakhurst Smart-Box?

You do not pay anything over and above your monthly premium for the Oakhurst Smart-Box. The cost of running the device is included in your premium. You also do not pay extra for the installation of the Smart-Box.

Will you share my telematics data with anyone else?

No. We do not provide your personal data to any party that is not involved in helping us to determine your Good Driver Bonus* score. Our privacy policy covers how your data is protected and how any non-personal data is used.
*Risk profile dependent. Ts and Cs apply.

Life insurance

Why should I have life insurance?

If anything happens to you, your family should not be left to cope on their own. Life cover gives you the peace of mind of knowing that your family will be financially secure.

What is a ‘beneficiary’?

If you have a life insurance policy, the beneficiary is the person who will receive the death benefit should you pass away. You appoint one or more beneficiaries on your policy. If you do not appoint a beneficiary, your death benefit will be paid into your estate.

Can I change the beneficiaries on my life policy?

Yes. You can change your beneficiaries online under the “Manage online” section of our website. Alternatively, you can call your Personal Portfolio Consultant on 0861 001 021 to make the necessary changes.

If anything happens to me, who will submit the claim?

If you pass away or are seriously injured in an accident, you (if you are able), your appointed representative or the beneficiary listed on your policy can submit a claim. They can call us on 0861 001 021 and we will do everything in our power to ensure that the claims process is as smooth and hassle free as possible.