You can lodge your claim online, or physically submit your claim form at our offices.

The more information you are able to give our claims processors, the quicker we will be able to settle.

• In general, you will need to provide the following details:
• -your policy number and type
• -verify your personal policy details
• -the name of the insured on the policy
• -detailed description of the incident
• -the date of loss and the loss address
• -any details of other parties involved (if applicable).

Want to check on the status of your claim?

• Call our claims service number above at any time. Have your claim number handy.

Once your claim is lodged with Cell Insurance, we will allocate a claims processor who will contact you regarding the next steps. Your claims processor will keep you informed about your claim’s progress along the way.

We will give you a claim number which will be your ongoing reference to the claim. Please use this reference for all claims enquiries and when providing information to Cell Insurance about your claim.

Cell Insurance would recommend you lodge a claim prior to arranging any repairs/replacement.

Most of our customers prefer to access Cell Insurance recommended repairers who offer quality goods or repairs. However, you can choose your own repairer or supplier if you wish. To do this you need to provide Cell Insurance with at least three (3) written quotes from your chosen supplier. If the quote is determined to be fair and reasonable , then you can engage your supplier.
If you need to contact our preferred supplier network and arrange any necessary emergency repairs – for example, glass or car windscreens – you will find them to be supportive and understanding of your needs.

Depending on the claim, it could take as little as 72 hours to process. The more details you offer, the easier it will be for us to settle your claim quickly and accurately. Claims that involve more complicated settlements, such as disputes over liability, will take longer to process. Because it is our goal to make the claims process as efficient as possible, we promise to work hard to get your claim settled in the shortest amount of time possible.

To ensure speedy processing of claims:

• Make sure you have updated your address and other personal information either online or with the help of a Cell Insurance Representative before you report a claim.
• Be sure that all information reported on the claim form matches what we have on file.

For information on a claim you’ve already reported:

Call +263-4-793405, 793397, 793269 / +263-9-887375-79.

Yes, they can lodge a claim on your behalf, but we require written permission from the policyholder before settling any claim. If you are not the policyholder and you ring us directly to lodge a claim, we will ask to verify your personal details and those of the policyholder.

• Always drive with your license and insurance disc handy. In the event of an accident or incident, you will have all the information you need at your fingertips.
• Keeping your insurance policy up to date will make the processing, including reporting and resolving your claims easy.
• If a road accident occurs, stay calm. Make sure you call the police and ensure statements of both parties are recorded in your presence.
• Make sure you have written down the names, license details, vehicle registration numbers and insurance information of others involved.
• In the event of theft of property at your private residence or elsewhere, ensure a police report is made immediately and a police report is obtained.
• If the police are there, get the officer’s name and the police department’s location if possible.
• If you have a camera or cell phone with camera handy, take some quick photos. When you are asked to describe the accident – particularly if there are complex intersections and turning lanes involved – this will be helpful in remembering the details.
• It is generally recommended that you only discuss the details of the accident with the police, your local agent, or your Cell Insurance Claims Representative.
• Keeping track of your paperwork, including the police report, your claims number, and the name and phone number of your assigned Cell Insurance Claims Representative will also speed processing.

In the event of a claim being successfully processed and paid out, nothing will immediately happen to your premium. Any changes to the premiums if any to be done will be stated on your policy document.

Generally speaking, you will not be penalized for something that has no bearing on how much risk you represent. We certainly don’t have any intention of penalizing someone for something that is not their fault. But some things will cause your rates to increase, including:

• Numerous accidents over a short period of time.
• A history of reckless driving behavior.
• Numerous incidences involving gross negligence

The best idea? Safe and responsible driving behavior. But accidents do happen – and when they do, we’re here to help.

• Make sure you are safe from oncoming traffic in the event of road accident.
• Make sure you safeguard the remaining property in the event of a fire or flood damage to reduce further losses.
• Call the relevant authorities immediately whilst evidence is still fresh.
• Immediately notify your local agent or Call us direct.
• Do not assume that you are fine. Let someone know you are injured or get to a hospital or doctor if you have any doubt at all that you might be hurt.
• Exchange insurance information as well as the names, license plate numbers, and phone numbers of others involved. Also note the names and numbers of witnesses if possible.
• Document the date, time and location of the accident.
• In the case of a hit-and-run, jot down whatever you can – vehicle description, partial license plate, etc.
• Do not admit fault or assess blame; it’s very human to feel at fault after an accident, even if you are not at fault legally!
• If a police officer is still at the scene and you’re not thinking clearly, once everyone is out of harm’s way, you can put the officer on the line with us to help describe the accident.

All excesses are clearly specified in your insurance policy schedule or policy booklet and conditions regarding the payment of your excess will vary depending on the policy type, i.e. motor, home plan, etc.

If however in the event of a motor claim, if we determine you are not ‘at fault’ in an incident and manage to recover from the faulty party, we will re-imburse the excess in full.

For queries on motor assessments and repairs you can call us on +263-4-793405, 793397, 793269 / +263-9-887375-79.  From 8.00am to 4:30pm or alternatively contact the repairer direct for an update on repair work.

If additional damages are found, you or your contractor/repairer should contact Cell Insurance claims department immediately. No additional repairs should be made unless they are first discussed and authorized by Cell Insurance. Depending on the nature and extent of the additional damage, we may need to re-inspect your home/vehicle before any repairs are made.

If you are unhappy with the way your claim is progressing or wish to dispute a decision we have made, we have a simple, transparent way of dispute resolution.

1. If you have a complaint, speak with the claims processor managing your claim.
2. If they are unable to resolve the matter to your satisfaction, ask to speak to the claims manager.
3. If you are still not satisfied with our response, then you are entitled to refer to our customer feedback platform on:feedback@cellinsurance.co.zw.

Let us know immediately. We’ll review the lawsuit and your insurance policy, and then we’ll investigate to see if you’re covered.

Yes. We will pay to remove the tree from your home. Your policy also provides coverage for repairs to your home and limited coverage to remove the fallen trees from the premises. Please notify us by filling a home insurance claim form immediately.

Cell Insurance will settle your claim through the following indemnity options:

1. Cash In lieu of repairs
2. Repair of the damaged property
3. Replacement of the damaged property

All payments will be made in accordance with the terms and conditions outlined within your

insurance policy.

.

It is highly recommended that you do not drive a vehicle that is not roadworthy as this may cause further damage and put your life at risk. If however the vehicle is drivable, you may drive to the nearest safe place and park your vehicle pending processing of your claim.