Introduction

The insurance industry has been faced with challenges in claims management which has contributed to the poor image of the industry and low penetration of the insurance services. Most insurance complaints relating to claims management, suggest, that there is room for improvement in this area of client service. TransAfrica Assurance with all the insurance stakeholders developed claims guidelines to enhance efficiency, transparency, disclosure of information to policyholders during the claims processing, and increase consumer satisfaction. The Authority is hereby notifying the public of the general claim process and the main documents required from the policy holder (insured) vise vie the insurer with respect to claim settlement.