FAQ's
Heavy FAQ's
 
Q. What is my excess either on own damage or windscreen?
A. Please refer to the Excess structure on your policy schedule. Mostly, however, it is ten percent (10%) of claim on own damage and twenty percent (20%) of claim on windscreen claims. We can design excess structures as low as a minimum flat excess of R1 000.
Q. What if I do not know my policy number?
A. Refer to your policy schedule. The policy number is either a four or five digit number displayed on the cover page.
Q. I am not sure whether to submit a claim for minimal or third party damage?
A. All third party claims need to be reported. Let us professionals deal with your claims settlement and finalisation. In respect of normal claims , you as the client are entitled to benefits therefore use the resources available to you at HCV. That's what we're here for. If in doubt, rather ask and we will assist you.
  Products
A comprehensive range of products to keep trucking business on the road.
More
  Agreed Value
Policyholders get paid out the Agreed Value of their vehicle without the annual rate increase. More
  Quotation
Request a quotation.
More
 
Q. In the event of a Third Party claim or Third Party claims what documentation must I submit?
A.

The standard claim form and documentation is required, namely,

  • Fully completed claim form
  • Copy of driver's license
  • Copy of ID book
  • Professional Driver's Permit (PrDP) where applicable. Please refer to the claims section.

Q. Should I report an incident to the police?
A. Where there have been two vehicles involved - Yes.

Q. How do I check if my payment has been done?
A. We will soon be sending out SMS payments status, however, what payment are you referring to? We will ensure the responsible person confirms whether the payment has been made.

Q. Am I covered when my premium is returned by the bank?
A. Unfortunately not. The onus is on you the client to ensure your premiums are paid timeously and are up to date.

Q. What debit order dates does HCV apply?
A. You, the client can choose any date between the first and fifteenth of the month.

Q. What is HCV's policy on limiting. Does limiting affect a truck's power when going uphill?
A. The speed limit for Commercial Vehicles in South Africa is 80kms/hr. We tolerate vehicles limited at 90kms/hr. The operational efficiency of a truck is not affected by limiting it.

Q. How do I claim on windscreens?
A. Please contact either Glasfit on 0860 123 423 or PG Glass on 0860 03 03 03.

Q. Does my policy cover accident towing?
A. Totally, unlike a lot of our competitors we pay the cost of towing even if pre-arranged with us from neighbouring countries. Please contact our National towing company (Car Towing Services) on 0861 869 464 or 011 616 2348. They will assist.

Q. Does my policy cover mechanical breakdown towing?
A. Only if you have taken out the policy. And please read the rules and make sure you understand the parameters. Contact our National towing company (Car Towing Services) on 0861 869 464 or 011 616 2348. They will assist.

Q. How do we cover the loads on our trucks?
A. This is our load+care product. Please contact your portfolio manager for a quotation.

Q. Does my policy cover accident “clean up”?
A. We cover “clean up” costs of the vehicle only, NOT the load, provided you use our panel towing contractor.

Q. What do I do in the event of a theft or hijack claim?
A. Please alert us within one hour. Please use the emergency numbers either 0861 869 464 or 011 616 2348 or 082 453 3021. Note this is often a policy condition of ours. Please notify your tracking company. Please register the claim with the police within 24 hours, preferably as soon as possible.

Q. Does my policy cover “goods” that may fall off my truck and damage other vehicles or property?
A. Yes.

Q. Which tracking device should I fit?
A. Gain service references from colleagues for Matrix, Netstar and Tracker and make a selection for
yourself.

Q. Which Panelbeater can I use?
A. HCV purposely does not have an Approved Panelbeater 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 panelbeater and submit it to us with the rest of the Claims documentation.

Q. Can we pay premiums annually, quarterly?
A. We can arrange alternative payment structures, however, the premium at any point in time needs to be paid in advance.

 

Q. What size fire extinguisher should be fitted?
A. Commercial Vehicles above a GVM of 3.5t and below a GVM of 8.5t require at least a 2.5kg fire extinguisher. Commercial Vehicles above a GVM of 8.5t require a 4.5kg fire extinguisher preferably greater.

Q. What factors are taken into account in determining the premium I pay?
A. The Agreed Value of the truck is multiplied by the premium rate percentage that we apply. In addition the qualities of your contract work, the manufacturer of your vehicles are also important factors.

Q. How many trucks can I cover with HCV?
A. As many as you like. We even cover your ancillary vehicles, plant , cars and loads

Q. Why doesn't the premium decrease every year even though the value of the trucks depreciates?
A. We work on the Agreed Value system. We do not depreciate or reduce the value of your vehicle in the event of a claim. We settle on the Agreed Value basis.

Q. If the truck is written off, do I have the option to buy the vehicle back?
A. If the vehicle is a total write off, because we pay the Agreed Value system, you will not be entitled to purchase the vehicle back.

Q. Are we drivers penalized for age or being “under” age?
A. We do not penalize our clients' drivers for being “inexperienced” or not for having a certain level of experience

Q. What happens if I cannot pay the premium for a month and I can see it is going to be a problem?
A. 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 policyholders. We might be able to find a solution. Talk to our policy administration people and let's work something out.

Q. Can HCV arrange a courtesy vehicle in the event of breakdowns, services and when vehicles are being repaired at panelbeaters?
A. Unfortunately not. We would welcome suggestions as to creating products that include the hire of trucks. In the event of an accident we do have time+care, a loss of use product that is an optional product to compensate you for the loss of use with a financial benefit.

Q. What happens if I transport across border?
A. We cover vehicles going to Namibia, Zambia, Botswana, Zimbabwe, Mozambique and Malawi. We do not cover vehicles going to Angola 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 authorise towing or recovery procedures or costs on our behalf without our permission.

Q. What happens if my choice panelbeater does not repair the vehicle to my satisfaction?
A. 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.

Q. Does HCV have financial or no claim bonuses?
A. Yes. Consult your broker or HCV.

Q. If I receive poor service from HCV or a staff member, what can I do?
A. First document your problem with reference to either the claim number, policy number or both. Communicate the problem with the line manager of the HCV division where the problem(s) exists. If the matter is still unresolved contact the Managing Director on the Johannesburg office number. Please ensure you have the documents referred to in hand for speed of reference.

Q. Why if the vehicle is a “write off”, can I not buy back the salvage?
A. What use is the vehicle to you if it's a “write off”? You are being paid out the Agreed 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.

Q. Why must we use Car Towing Services (CTS)?
A. HCV wishes there were more professional towing companies. Unfortunately many other suppliers have been given the opportunity to be as good, or better than CTS, but choose to not measure up to their standards. The offer is still there. If a towing provider is prepared to comply with our standards we can review their status. It is unhealthy that we only have one national towing contractor at the required level.

Q. Why can't the assessors authorise repairs?
A. HCV's very professional assessors are consultants and therefore don't control the payments. HCV retain the final authorisation for our account.

Q. What should the approval time be?
A. HCV is committed to authorising claims in 48 hours after the quote is completed.

Q. How do I get a claim authorised really quickly?
A. Cooperate all the way with the above systems. Also if you have a claims query, rather send an email to claims@hcv.co.za

Q. What is the best way to communicate with claim?
A. 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 claims@hcv.co.za

Q. Why do we not have a panel of panelbeaters?
A. Unfortunately such a panel allows those who qualify to make HCV endorse and guarantee their work, which we cannot do. HCV believes the general cooperation of panelbeaters precludes us from creating a panel.

Q. Why can't brokers appoint assessors?
A. Commercial vehicles are a specialist industry and we need professional systems to manage the process. Our claims department is centralised and in order to provide swift service HCV has to maintain control.
Back to top