To enable clients to make informed decisions about their insurance, the Short-term Insurance Act now incorporates the Policyholder Protection Rules (PPR).
These rules compel brokers and insurers to reveal certain information to their clients. The essence of the legislation is that you must know who your broker and insurer are at all times. This means that the broker cannot switch your policy to another insurer without informing you of the decision in writing. As a policyholder or prospective policyholder, you have the right to the following information:
About the insurance broker:
-Name, physical and postal address, and telephone number.
-Legal status and any interest in the insurer.
-Whether or not he/she is in possession of professional indemnity insurance.
-Details of how to institute a claim.
-Rand amount of fees and commission payable.
-Written mandate to act on behalf of the insurer.
About the insurer:
-Name, physical and postal address, and telephone numbers.
-Telephone number and postal address of the insurer's compliance department.
-Details of how to institute a claim and/or a complaint.
-Type of policy involved.
-Extent of premium obligations you assume as a policyholder.
-Manner of payment of premium, due date of premiums and consequences of non-payment.
Other matters of importance:
-You must be informed of any material changes to the information regarding the intermediary and the insurer.
-If this information was given orally, it must be confirmed in writing within 30 days.
-A polygraph or any lie detector test is not obligatory in the event of a claim and failing a lie detector test may not be the sole reason for repudiating a claim.
-If the premium is paid by debit order it may only be done in favour of one person and may not be transferred without your approval. The insurer must inform you, in writing, at least 30 days before of its intention to cancel such a debit order.
-The insurer and not the intermediary must give reasons for repudiating your claim.
-Your insurer may not cancel your insurance merely by informing your intermediary. The broker has an obligation to make sure the notice has been sent to you.
-You are entitled to a copy of the policy free of charge.
Source:
Santam