Claims

Our Claims Department are industry-leading experts who have mastered the ins-and-outs of every process and technical requirement. We love to empower and equip our clients and brokers, and our specialists are always willing to personally explain and clarify processes. From dedicated emergency response hotlines to hands-on, personalised service, no department is more representative of our forward-thinking, problem-solving ethos than our claims department. At iTOO we don’t see case numbers, we see people, that’s why our service always goes above and beyond.

We’re fair

We aim to be fair, gathering all the detail we can, from both sides, to see the complete picture. At iTOO we listen to understand and gain insight. We value feedback and strive to find a way that is true, just and impartial, without compromise, on every single claim.

We know our industry

We only work with the country’s leading law firms and independent, specialist loss adjusters. These extended resources together with our strong internal technical skill, knowledge and understanding, means you can enjoy complete peace of mind because your claim is in the hands of an expert. At iTOO we recognise how to apply the facts of a case to its policy wording, how to interpret policies and correctly clarify, justify and simplify the most complex cases.

We’re honest

We correctly adjust claims on their unique merits, in line with every respective policy and agreed condition. We never take shortcuts and our experts consider every detail, acting ethically, with honesty and integrity, without compromise.

We’re committed to you

Building relationships and paying claims promptly are principles that lead our service. We explain every action, are clear in our channels of communication and validate every decision. Our experts are fluent in technical knowledge, always willing to share reports and legal opinion. We clarify expectations up front on every policy. Our turn-around times are exceptional, because we look for ways to settle your claim, prioritising timeous payments. Above all, we value every client we deal with.

How to claim as a client

Contact your broker

Make sure you have your policy number on hand

Detail the incident in writing

Detailed claims process for brokers

Different policy types have different requirements for submissions. The following initial information will be required and must be submitted by you as the broker:

Liability and Other Special Risks Claims

Public and Product Liability , Events Liability, Medical Malpractice , Professional Indemnity , Directors and Officers , Trustee Liability , Financial Institutions Crime and Civil Liability , Vets Liability and Employment Practices Liability.

The following initial information will be required and must be submitted via your broker:

  1. Policy Number
  2. Contact details of Insured
  3. Circumstance / Letter of Demand / Summons
    1. If a Circumstance which may lead to a claim / Regulatory Body complaint:
      1. Detailed description of the matter from Insured which should include at least the following:
        • Date of Incident
        • Brief description of incident
        • Date of first demand / correspondence indicating the events may lead to a claim
    2. If a Letter of Demand
      1. Copy of Letter of Demand together with all documentation received from the third party.
      2. Insured to submit a detailed description of the matter which should include at least the following:
        • Date of Incident
        • Brief description of incident
        • Date of first demand / correspondence indicating the events may lead to a claim
      3. Statement from the insured commenting on the content / allegations in Letter of Demand.
    3. If a Legal Summons is received
      1. Copy of summons with annexures if available.
      2. Confirmation of exact date summons was served on the Insured.
      3. Copies of all relevant correspondence to the matter including date of first demand / correspondence indicating the events that may have led to a claim
    4. Confirmation of current status of the matter.
    5. Copies of any other relevant documentation in Insured’s possession.

NB: Please note the requested information is not an exhaustive list and additional information may be requested on a case by case basis.

Cyber Claims

In the event of an actual or suspected incident please notify ITOO as soon as possible on the following contact details:

ITOO Cyber Assist Hotline: 0861 767 778

The following initial information will be required and must be submitted via your broker:

  1. Organisation / policyholder name you are reporting the incident on behalf of
  2. If known, the ITOO cyber insurance policy number
  3. Is the incident suspected or confirmed?
  4. Which of the following best describes the nature of the incident:
    • Lost/stolen device
    • Error or oversight
    • External data breach
    • Malicious insider activity
    • Network/services interruption
    • Extortion
    • Other, please provide a brief description
  5. Do you suspect that data may have been compromised? IF YES complete 6 to 10.
  6. Which of the following types of data do you suspect could be compromised:
    1. Bank records or financial account details
      • Estimated number of records?
    2. Payment card details
      • Estimated number of records?
    3. Personal identity information (names, contact details, addresses)
      • Estimated number of records?
    4. ID or passport numbers
      • Estimated number of records?
    5. Third party corporate confidential data
      • Estimated number of records?
  7. Were there any security mechanisms implemented to protect the suspected compromised data, for example was the data encrypted?
  8. In which countries are the individuals or entities whose data you suspect could be compromised based?
  9. Any additional notes you would like to report at this stage:
  10. Please can you confirm the contact details for the following individuals at your organisation?
    1. Primary key contact for incident response correspondence:
      • Name and surname:
      • Designation:
      • Email address:
      • Telephone number:
      • Cell phone number:
    2. Primary IT contact which the incident response teams should liaise with:
      • Name and surname:
      •  Designation:
      • Email address:
      • Telephone number:
      • Cell phone number:

NB: Please note the requested information is not an exhaustive list and additional information may be requested on a case by case basis.

Commercial Crime Claims

The following initial information will be required and must be submitted via your broker:

  1. Policy Number
  2. Contact details of Insured
  3. How and when was the incident discovered?
  4. Brief description of the known modus operandi.
  5. Brief details of the employee/s under suspicion.
  6. Estimate and brief details how was arrived at.
  7. Contact details of insured.
  8. Period of loss if known.
  9. If reported to SAPS, details please.

Please note:

  • The insured needs to, in the appropriate manner and where permissible in law, withhold all salary, leave pay and pension funds of the employee/s under suspicion until further notice.
  • Any investigation, legal or any other costs incurred at this stage are for the Insured’s own account.

NB: Please note the requested information is not an exhaustive list and additional information may be requested on a case by case basis.

Drone Claims

The following initial information will be required and must be submitted via your broker:

  1. Policy Number
  2. Contact details of Insured
  3. Details of Unmanned Aerial Vehicle(UAV):
    • Make & Model of Drone
    • Registration Number
    • Registered Owner
  4. Reason for which the UAV was being used on day of incident
  5. Details of the incident:
    • Date
    • Description
    • Photos if possible
    • Description of the weather conditions on day of operation
  6. Where the UAV can be inspected
  7. Full names of declared Operator
  8. If Operator is not declared:
    • Full Name
    • ID No.
    • Contact No.
    • Occupation
    • RPL No. as well as a copy of license certificate
    • Date of Issue

NB: Please note the requested information is not an exhaustive list and additional information may be requested on a case by case basis.

Environmental Claims

Please submit the following:

  • Details of the incident.
  • Where the incident occurred exactly (if it’s a Trucksafe incident i.e. did not occur at the insured’s premises. GPS coordinates if available.)
  • What spilt (or was carried) and quantity.
  • Details of the vehicle and driver.
  • Other vehicles and/or other TPs involved (and details of their product carriage if any).
  • Photos if possible.
  • Details of the insured’s representative on-site who can make decisions or give info on behalf of the insured.

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