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Frequently asked questions
Will my insurance cover a rental car while my vehicle is being repaired?
We offer an optional rental car coverage that can cover some or all of your rental fees while your car is being repaired after an accident. To see if you’re eligible:
- Check Your Policy: Review your policy details or speak with your agent to confirm if rental car coverage is included.
- Claims Assistance: Even if rental car coverage isn't part of your policy, our claims representatives can help you find a rental and may offer exclusive discounts through our network of partners.
- Coverage Limits: The amount covered and the rental period depend on your specific policy and the nature of the claim.
How is fault determined in an accident?
Determining fault depends on Mozambique’s traffic laws and the specific circumstances of the accident. Here’s how it works:
- Investigation Process: Our claims team will investigate the incident by gathering evidence, such as photos, police reports, and witness statements.
- Legal Considerations: Liability is established based on local laws and regulations. In some cases, more than one party may share responsibility.
- Shared Responsibility: If responsibility is shared, the claim amount may be prorated according to the degree of fault assigned to each party.
Who pays my deductible if I'm not at fault?
If another driver is found at fault, we’ll work to recover your deductible from their insurance provider. Here’s how it works:
- Subrogation Process: We pursue the at-fault party’s insurance to reimburse you for the deductible and any out-of-pocket expenses.
- No Guarantees:Although we aim to recover your deductible, success depends on the other party's cooperation and insurance coverage.
- Shared Responsibility: If both parties share responsibility, the amount recovered may be prorated based on the percentage of fault.
Do I have to get my car repaired after an accident?
The choice to repair your vehicle is yours. However, consider the following:
- Financial Settlement: If you choose not to repair, we’ll issue payment for the damages minus your deductible.
- Impact on Resale Value: Not repairing your vehicle may affect its resale value, as any unrepaired damage will be noted in the vehicle's history.
- Leased or Financed Vehicles: If your vehicle is leased or financed, your lienholder or leasing company may require repairs to maintain the vehicle’s value.
- Safety Considerations: It’s recommended to repair damages that affect the vehicle’s safety, such as issues with airbags, brakes, or structural integrity.
Do I have to report an accident or claim?
- Protecting Your Interests: Reporting the incident protects you from potential disputes or false claims made by other parties.
- Legal Requirements: In Mozambique, certain accidents must be reported to the authorities, especially those involving injuries or significant property damage.
- Claims Process: When you report a claim, we’ll gather the necessary information and assign a dedicated claims representative to guide you through the process.
- No
- Penalty Reporting:
Reporting an accident doesn’t automatically increase your premium. Only at-fault claims may affect your renewal rate.
How does the repair process work?
Our repair process is designed to be straightforward and efficient:
- Inspection Options: You can choose to have your vehicle inspected at one of our network repair shops, or any shop of your choice.
- Network Repair Shops: Enjoy a repair guarantee for as long as you own or lease the vehicle when you use one of our trusted partners.
- Independent Repair Shops: You’re free to choose any repair shop, but we won’t be able to provide a guarantee for repairs done outside our network.
- Digital Convenience: Use our Photo Estimate tool to submit photos of the damage online. We’ll provide a digital estimate and you can choose your preferred repair method.
- Ongoing Support: Your claims representative will keep you informed throughout the repair process and help resolve any issues.
What if my repairs cost more than your estimate?
Our initial estimate covers visible damage related to the accident. However, if more damage is discovered during repairs:
- Re-Inspection: We’ll conduct a re-inspection and update the estimate to cover additional lossrelated damage.
- Supplemental Payments: If the additional damage is covered by your policy, we’ll issue supplemental payments to cover the extra costs.
- Communication with Repair Shops: We coordinate directly with the repair shop to ensure all loss-related damages are repaired and covered.
Does car insurance cover mechanical problems?
Mechanical issues are typically not covered by standard car insurance unless they result from an accident or covered incident. However:
- Vehicle Protection Plan: If you have our optional Vehicle Protection Plan, it may cover major system failures, minor dents, lost keys, and more.
- Eligibility and Renewability: Available for newer vehicles and can be renewed until the car is eight years old.
- Limitations and Exclusions: Coverage is not available in all regions and is subject to policy terms and conditions.
How long do repairs take?
Repair times depend on the extent of damage, availability of parts, and shop workload:
- Typical Timeframe: Most claims are resolved within 7 to 14 days, but complex repairs may take longer.
- Delays and Updates: Your claims representative will keep you informed of any delays and provide updates on the repair status.
- Rental Car Assistance: If you have rental car coverage, we’ll help you get a rental vehicle to keep you on the move during repairs.
Will filing a claim affect my insurance premium?
Filing a claim won’t affect your current rate, but it may impact your premium upon renewal:
- No Impact Claims: Claims with no payment or payouts under $500 generally don’t affect your renewal rate.
- At
- Fault Accidents:
If you’re found at fault, your premium may increase at the next renewal. We’ll notify you 30 days before the change. - Discounts and Savings: Our agents can suggest discounts or policy adjustments to help offset any increase in premium.
My vehicle was declared a total loss. What does that mean?
A vehicle is typically a total loss when the cost to repair exceeds its value or a certain percentage of its value, depending on local regulations:
- Determining Total Loss: In Mozambique, a vehicle may be totaled if repair costs exceed 80% of its market value.
- Payment and Settlement: We’ll pay the actual cash value of the vehicle minus your deductible. If you have a loan or lease, payments will be made to your lienholder first.
- Keeping a Totaled Vehicle: In some cases, you can choose to retain the salvage, but it may require a rebuilt title and safety inspection.
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