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FAQs

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Frequently asked questions

  • Where can I access Cell Insurance services

    In Harare we are located at 5th Floor, Finsure House, Corner 2nd Street and Kwame Nkrumah. Our Bulawayo offices are at the Beehive Centre 102A S. Parirenyatwa Street. You can also access our various insurance products from all ZB Bank branches across the country.

  • What is excess?

    An excess is the amount you pay (or we hold back) in the event of any claim, regardless of who’s to blame for the incident. The excess will vary depending on your car, the age and experience of the drivers. Purpose is not to punish client but to deter people from making lots of claims for minimal damage, and to encourage a sense of responsibility towards your assets.

  • Can I get insurance cover for my vehicle before change of ownership?

    Yes. We at Cell insurance would require you to provide us with proof of ownership of that car which can be in the form of agreement of sale for the car.

  • What is the maximum age limit for purchasing travel insurance

    The policyholder must be 18 to 80 years (appropriate product limits apply). Children older than 6 months can be insured with the consent of the guardian.

Yes. We at Cell insurance would require you to provide us with proof of ownership of that car which can be in the form of agreement of sale for the car.

You can access our claim forms on our website or alternatively we can e-mail them to you.

(Ask for the e-mail address)

Cell Insurance Company is the industry leader in the provision of innovative Alternative Risk Transfer Solutions in Zimbabwe.

Cell Insurance is a Licensed Short-term insurance company in terms of the Insurance Act of Zimbabwe and the only licensed Cell captive insurance company.

We at Cell insurance are consistently recognized for our success as an innovative short-term insurance company.

Cell Insurance has vast underwriting experience personnel with a philosophy deeply rooted in Risk Management services.

We offer flexible tailor-made insurance solutions that far exceed our customer expectations and we have a strong reinsurance back up for all our insurance products.

Cell Insurance is also ISO9001:2015 certified, a sign of strong commitment to quality service delivery.

  1. It is illegal in Zimbabwe to drive a car with no insurance.

Insurance provides cover for you, other motorists and members of the public.

  1. Comprehensive insurance covers you for damages to your own vehicle, to other people’s property and to your passengers.
  2. Comprehensive insurance gives the widest protection you need for your motor vehicle.
  3. Compared to third party limits comprehensive offers 5-fold the limits provided by Road Traffic Act.

Compared with Road Traffic Act, when you are wrong you claim from us as your insurer and we in turn deal with the 3rd party you would have wronged.

You need to complete a claim form and submit online or physically to our offices together with a copy of the driver’s license. Ensure you report the accident to the police as early as possible within 24 hours.

If you have comprehensive cover, please obtain three repair quotations from reputable panel beaters.

 In general, you will need to provide the following details:

  • -your policy number and type
  • -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).

You can access our claim forms on our website or alternatively we can e-mail them to you.

(Ask for the e-mail address)

Yes we have preferred panel beaters. We can forward the list to you.

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.

Your policy does not allow you to authorise repairs without getting approval from us. You can only do so if you have provision for self-authorisation on your policy and this will be up to the limit stated.
We recommend lodging of a claim prior to arranging any repairs/replacement.

Depending on the claim, it could take as little as 72 hours to process. The more details you provide, the easier it will be for us to settle your claim. Claims that involve more complicated settlements, such as disputes over liability may take longer to process but we will keep you posted of the developments.

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.

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.

  • 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, write down any piece of information you can capture – 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.

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.

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 claim’s processor managing your claim.
  2. If they are unable to resolve the matter to your satisfaction, ask to speak to the claim’s manager.
  3. If you are still not satisfied with our response, then you are entitled to formally refer your compliant  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:

 Cash In lieu of repairs

  1. Repair of the damaged property
  2. 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.

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