CLAIMS PROCEDURES MARSH CLAIMS CONTACT DETAILS

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1 Marsh (Pty) Limited Alexander Forbes Place, 10 Torsvale Crescent, Torsvale Park, La Lucia Ridge Office Estate, La Lucia, KwaZulu-Natal, 4319 P O Box 782, Umhlanga Rocks, 4320 South Africa Tel CLAIMS PROCEDURES MARSH CLAIMS CONTACT DETAILS CLAIMS TEAM Merle Harrison Kiran Dhanraj Rose Madiya Carolyn Matthew Sabrina Surajbali Sherin Subrayadoo Sarah De Figueiredo (Claims Manager) Isaac Mbatha (admin) merle.harrisonme@marsh.com kiran.dhanraj@marsh.com rose.madiya@marsh.com carolyn.matthew@marsh.com sabrina.surajbalis@marsh.com sherin.subrayas@marsh.com sarah.defigeuiredo@marsh.com isaac.mbathai@marsh.com Notification Requirements 1. Immediately report any incident or loss which may result in a claim to MARSH Claims Department. Late notification may jeopardize your claim. 2. All theft incidents and motor vehicle accidents must be reported within 24 hours to the police. Please obtain a police case reference number and try to obtain a copy of the police report. 3. Provide MARSH Claims Department with the completed claim form as well as all required supporting documentation within 30 days of the incident. 4.. Immediately forward any notice of a claim against you, or any communication, writ or summons, to the MARSH Claims Department. An authorised financial services provider FSB Licence no.: 8414 Registration no.: 1999/000348/07 Directors: Jurie Erwee (CEO), Brian Blake* (Vice Chairman), Fareed Chothia, Sam Montsi, Grace Matlhape, Rehana Ebrahim (*British)

2 Conditions & General Requirements 1. Under no circumstances may you admit liability, make any statements, offers, promises, payment, negotiate or settle the claim with any person claiming damages from you. 2. Under no circumstances may you instruct your own attorney without prior approval from your insurer and/or MARSH Claims Department. 3. You must obtain written approval from MARSH Claims Department and/or your insurer before giving any instruction for repairs, and/or replacement. 4. No claim will be payable by the insurers after a period of 24 months from the occurrence, unless the claim is the subject of pending legal action. (Other than a claim under Business Interruption, Fidelity or Personal Accident) 5. If after the payment of a claim the lost or stolen property is recovered, you are required to render all assistance in the identification and physical recovery of the property. (The insurers will reimburse you for any reasonable costs incurred) Should you fail to do so, you will immediately become liable to repay all amounts in respect of the claim to the insurers. 6. Emergency repairs may be undertaken to secure the premises after the loss / damage in order to prevent a possible further loss occurring. 7. Salvage must be kept and must be available for inspection. Once the claim is settled the salvage becomes the property of the insurer. 8. Should the insurers reject a claim, you will need to take legal action within 6 months of their rejection. 9. MARSH Claims Department and/or your insurer may appoint a loss adjuster to adjust the claim.

3 MOTOR VEHICLE ACCIDENT CLAIMS If the vehicle is not able to be driven, notify MARSH Claims within 48 hours of the location to which it has been towed. 1. Fully completed motor accident claim form x quotations for repairs to the vehicle. 3. Copy of driver s licence of the person driving at the time of the accident. 4. Full details of any Third Party involved in the accident i.e. phone, fax, physical address, etc. 5. Police case number and if possible a copy of the report. 6. Independent witness statements, if available. If your vehicle is not repairable, the following additional documentation must be available and provided upon request by MARSH Claims and/or your insurer : 1. Copy of certificate of registration and/or original deregistration certificate (MARSH will advise you which one is required). 2. A letter confirming any amount owing to the Hire Purchase Company or the like. 3. Copy of original purchase invoice. 4. Original signed change of ownership forms and vehicle keys (including spare keys). MOTOR VEHICLE THEFT / HIJACK CLAIMS 1. Fully completed Motor Theft / Hijack claim form. 2. Police case number and copy of police report. 3. All vehicle keys (including spare keys) and anti-theft / immobilising remote control devices. 4. List of identifying markings. 5. Proof of purchase, including proof of purchase of any extras fitted to the vehicle. 6. A copy of Certificate of Registration (original deregistration certificate to be available and provided upon request by MARSH Claims and/or your insurer). 7. Proof of any anti-theft or tracking devices (if applicable). 8. A letter confirming any amount owing to any finance company or the like. 9. Vehicle maintenance records.

4 Third Party claims against you, the Insured MOTOR VEHICLE THIRD PARTY CLAIMS 1. Immediately forward all correspondence received from a Third Party to MARSH Claims. 2. Do not sign any documents admitting liability or verbally admit liability. 3. MARSH Claims and/or your insurer will liaise directly with the Third Party and/or their insurer. Documents required from third party (MARSH Claims will deal with and request from third party). Third Party not insured 1. Affidavit of non insurance. 2. Copy of registration document of damaged vehicle. 3. Detailed statement about the accident and reasons why holding our Insured liable for the accident x repair quotations. 5. Copy of ID and licence. Third Party insured and not claiming from own insurance 1. Letter from insurer confirming not claiming from own insurance. 2. Copy of registration document of damaged vehicle. 3. Detailed statement about the accident and reasons why holding our Insured liable for the accident x repair quotations. 5. Copy of ID and licence. Recovery to be made against a third party : MOTOR VEHICLE RECOVERIES 1. Forward the correct third party details to MARSH Claims immediately this should include as much information as possible, like for example, telephone numbers, addresses, physical address and fax numbers etc. 2. MARSH Claims and/or insurer will institute proceedings to attempt to recover the first amount payable and claim cost. In most, if not all circumstances, the claim will be handed over to attorneys, Van Onselen O Connell to recover costs. However, MARSH Claims will notify you accordingly. 3. Do not enter into any negotiations and/or accept settlement from the third party without first obtaining written permission from MARSH Claims and/or your insurer. Should you fail to do so, you can be held liable to repay all amounts in respect of your claim back to your insurer.

5 WINDSCREEN CLAIMS Windscreen repair Have the damage repaired by Glasfit ( ), PG Autoglass ( ) or National Autoglass ( ) or other appropriate glass supplier. 1. Fully completed windscreen claim form. 2. Invoice from glass repairer. 3. Copy of driver s licence of the person driving at the time of the accident. Windscreen replacement Have the damage repaired by Glasfit ( ), PG Autoglass ( ) or National Autoglass ( ) or other appropriate glass supplier. 1. Fully completed windscreen claim form. 2. Replacement invoice from the glass supplier. 3. Copy of driver s licence of the person driving at the time of the accident. FIRE / PERILS & ACCIDENTAL DAMAGE CLAIMS 2. Police case number and copy of Police report, if requested. 3. List of items lost and/or damaged. 4. Full detailed description of the loss/incident. 5. Proof of ownership and quantum of items lost. 6. Quotations for repair, if not repairable quotations to replace items. 7. Full damage report from repairer advising cause of damage and whether item can be repaired or not.

6 BUSINESS INTERRUPTION CLAIMS MARSH Claims and/or your insurer will, in most instances, immediately appoint a loss adjuster. THEFT CLAIMS 2. Police case number and copy of Police report, if requested. 3. List of stolen items. 4. Full detailed description of the theft. 5. Proof of ownership of the items stolen. 6. Quotations for replacement of the stolen items. 7. Stock list / record (stock stolen). 8. In respect of cell phones copy of letter from service provider (MTN, Vodacom, Cell C etc) confirming blacklisting. MONEY CLAIMS 2. Police case number and copy of Police report. 3. Full detailed description of the loss. 4. Book of accounts. 5. Proof of stolen money by way of receipts / invoices.

7 BUSINESS ALL RISKS CLAIMS 2. Police case number and copy of Police report, if requested. 3. List of items lost and/or damaged. 4. Full detailed description of the loss. 5. Proof of ownership of items lost / stolen. 6. Quotations for repair, if cannot be repaired quotations to replace items. 7. Full damage report from repairer advising cause of damage and whether item can be repaired or not. 8. In respect of cell phones copy of letter from service provider (MTN, Vodacom, Cell C etc) confirming blacklist. ELECTRONIC EQUIPMENT CLAIMS 2. Police case number and copy of Police report, if requested. 3. List of items lost, stolen and/or damaged equipment. 4. Full detailed description of the loss. 5. Proof of ownership of items lost and/or stolen. 6. Quotations for repair (damaged items) / replacement of the equipment (if not repairable or stolen/lost). 7. Full damage report from repairer advising cause of damage and whether item can be repaired or not.

8 FIDELITY CLAIMS MARSH Claims and/or your Insurer will immediately appoint a Loss Adjuster to adjust the claim and collect documentation. All co-operation needs to be given to the Loss Adjuster in the provision of documents that they request. CONTRACTORS ALL RISKS CLAIMS MARSH Claims and/or your Insurer will immediately appoint a Loss Adjuster to adjust the claim and collect documentation. All co-operation needs to be given to the Loss Adjuster in the provision of documents that they request. GOODS IN TRANSIT CLAIMS 2. Police case number and copy of Police report, if requested. 3. List of lost / damaged goods. 4. Full detailed description of the loss. 5. Copy of waybill / bill of lading or similar consignment document. 6. Pre-transit load report and goods received report. 7. Any other supporting documentation as requested.

9 PUBLIC LIABILITY AND PROFESSIONAL INDEMNITY CLAIMS 1. Completed GPL or PI claim form and provide a detailed description of the incident. 2. Statements from any person involved or any witness. 3. A copy of your management and/or incident report. 4. If incident reported to police, the police reference number and if requested a copy of the report. 5. Copies of any signed disclaimers/release documents and/or photos of disclaimer sign boards. 6. Copies of all correspondence 7. Photos of area where incident took place. 8. Details of any injuries sustained and any medical procedures followed at the scene. 9. Any other documents as requested by MARSH and/or your insurer. UNDER NO CIRCUMSTANCES ARE YOU TO SIGN ANY ADMISSION OF LIABILITY OR VERBALLY ADMIT LIABILITY. DO NOT ENTER INTO ANY CORRESPONDENCE BUT FORWARD ALL DOCUMENTS TO MARSH AND/OR YOUR INSURER WHO WILL CORRESPOND DIRECTLY WITH THE PARTIES CONCERNED. PASSENGER LIABILITY CLAIMS 1. A fully completed motor accident claim form. 2. A detailed statement by the driver of the accident. 3. Statements from any witness. 4. Police Case No. and copy of police report, if requested. 5. Copy of driver s licence of the person driving at the time of the accident. 6. If possible, photos of scene of accident or place in road where accident occurred. 7. Copies of any signed disclaimers / release documents. UNDER NO CIRCUMSTANCES ARE YOU TO SIGN ANY ADMISSION OF LIABILITY OR VERBALLY ADMIT LIABILITY. DO NOT ENTER INTO ANY CORRESPONDENCE BUT FORWARD ALL DOCUMENTS TO MARSH AND/OR YOUR INSURER WHO WILL CORRESPOND DIRECTLY WITH THE PARTIES CONCERNED.

10 TRAVEL CLAIMS 1. Completed Travel claim form. 2. Full description of the INCIDENT. 3. Copy of airline tickets Additional Documents required : Medical & Related Claims : 1. Police/accident report and if requested a copy of the report. 2. Doctor s medical reports and any medical invoices/receipts Curtailment & Cancellation Claims : 1. Proof of payments 2. Proof of additional costs 3. Cancellation fees/penalties Baggage/Travel Delay Claims : 1. Airline report 2. Compensation /settlement advices from airline 3. Delivery receipt 4. Receipts/invoices for costs incurred Baggage Damage/Loss/Theft : 1. Police & Airline report 2. Compensation/ Settlement advices from airline 3. Delivery receipt 4. Original purchase invoices (high valued items ) 5. Foreign exchange receipts (cash) 6. Replacement quotes/receipts MARSH and/or your Insurer will investigate the loss to see if it falls within the scope of the policy.

11 PERSONAL ACCIDENT CLAIMS 1. Completed Personal Accident claim form. 2. Full description of the INCIDENT. 3. Police report details and a copy of report. 4. Doctor s medical reports and any medical invoices. 5. In the event of death, a copy of the death certificate and post mortem report. 6. Payslip for month prior to accident. MARSH and/or your Insurer will investigate the loss to see if it falls within the scope of the policy.