The Road Accident Fund (RAF) has called on claimants to submit outstanding documents to finalise their claims. The fund said this will help reduce the backlog of 321,000 claims.
Addressing a media briefing in Centurion on Thursday, RAF Chief Executive Officer Collins Letsoalo said the fund is committed to efficiently settling claims in 120 days.
“Supporting documents play a crucial role in finalising a claim efficiently and speedily. They inform the fund about what is being claimed and set out the basis of the claim. …This allows the fund to investigate and facilitate an assessment on the merits of the motor vehicle accident,” Letsoalo said.
Campaign to encourage submission of outstanding documents
The fund has launched the “Drive Your Claim Forward” campaign. It is aimed at encouraging claimants to assist with the backlog. They are urged to submit outstanding documents and all the necessary information required to investigate as well as pay claims.
“Through the campaign, the RAF anticipates processing and finalising more claims. This will significantly… reduce the waiting period claimants have to endure. Claimants and their representatives who submitted their claims before April 2021 are encouraged to deliver all outstanding documents in order for the fund to finalise their claims,” he said.
The main reason for delays in the claims process is outstanding documents. These include comprehensive medical assessments for serious injuries.
“Through the campaign, the RAF seeks to ensure that it is doing everything to minimise delays and assist all claimants. Enquiries about which documents to submit can be made at any of the RAF’s offices or via email,” he explained.
In July 2022, the RAF introduced a new form to improve service delivery and better manage the claim risk.
New claim form still held back by outstanding documents
“The form was introduced to make it easier for legal practitioners to lodge claims on behalf of claimants. More importantly, is seeks to assist with settling claims faster. The fund’s open claim backlog would not be on this scale if road accident victims and attorneys representing them submitted all the required information and documents upfront,” the CEO said.
Claimants can submit their outstanding documents via email on contactcentre@raf.co.za. They can also drop the documents off at any of the Fund’s regional offices in Johannesburg, Pretoria, Durban, East London, and Cape Town.
The documents can also be dropped off at the fund’s customer service centres in Bloemfontein, Polokwane, Kimberley, Mahikeng and Durban. More details about these offices are available on the fund’s website.
Contact RAF website to check which documents are outstanding
To determine which documents are outstanding, claimants should visit www.raf.co.za and click on the “Drive Your Claim Forward” banner. The banner is on the home page. By clicking, they can get the information about which documents they need for their specific claim.
They may also contact the RAF’s Contact Centre on (087) 820-1 111, via SMS on 44930, or by email on contactcentre@raf.co.za.
Claimants who request a call back will be contacted by one of the Contact Centre agents.
In the unfortunate event of being involved in a motor vehicle accident, the RAF Contact Centre is reachable on (087) 820-1 111. This number is reachable from Monday to Friday, 07:45am to 4pm.
The RAF can also be reached through its offices countrywide, details of which are available on its website on www.raf.co.za.
- SAnews.gov.za
