Simply lodge your claim in 8 steps

When a loss happens proceed to do the following immediately

Lodging Your Claim

1

Notify Insurance Council of Zimbabwe

 Telephone
 Letter
 Email
 In-person, office visit

*All accidents must be reported to the police as soon as possible.

2

Obtain an appropriate claim form

 For Professional indemnity get the claim form from the fronting insurance company.
 For COMESA, MIP, and PPAP get the claim form from ICZ.
 For other insurance products get the claim form from your insurer.
 All sections of the form and all questions must be completed, including the details of
the loss.
 Once completed, the claim form must be signed at the end.

3

Submit supporting documentation

 For COMESA and MIP submit a police report, a copy of the driver’s license, a registration book, and at least 3 quotations.
 For PPAP submit a police report together with the list of victims. The victims will
submit their medical receipts.
 For Professional Indemnity submit, a police report, a guard’s report investigating the
officer’s report, a letter of complaint from the third party, and a copy of the contract
wording.

4

Verification of Cover

On receipt of the claim form and supporting documents, ICZ verifies the cover by
checking the following aspects:-
a. That a valid policy exists.
b. That premium has been paid in full.

5

Claim assessment

After verification and there are no reasons to query the claim further, an assessor is
appointed to evaluate the claim based on the policy terms and information provided.
 An assessor also assesses the extent of the damage. This applies to COMESA,
MIP, and Professional indemnity claims.
 For PPAP there is no need to appoint the assessors since it is a no-fault cover.

6

Decision

Once the assessment is complete, ICZ will inform of the decision regarding the
claim. The claim may be approved, or repudiated, or requesting further information.

7

Payment

If the claim is approved, ICZ will provide compensation according to the terms of
the policy.

8

Follow Up

 For COMESA and MIP submit a police report, a copy of the driver’s license, a registration book, and at least 3 quotations.
 For PPAP submit a police report together with the list of victims. The victims will
submit their medical receipts.
 For Professional Indemnity submit, a police report, a guard’s report investigating the
officer’s report, a letter of complaint from the third party, and a copy of the contract
wording.

Lodging Complaints

1

Notify Insurance Council of Zimbabwe

 Telephone
 Letter
 Email
 In-person, office visit

*All accidents must be reported to the police as soon as possible.

2

Gather Information

Collect all relevant information related to your complaint, including policy details,
claim information, correspondence with the insurance company, and any other
relevant documentation.

3

Submit a Written Complaint

Submit a written complaint to the insurance company. Clearly explain the problem,
provide details of the incident, and state what resolution you are seeking.
 It can be submitted through email or letter.

4

Resolution Process

The Insurance Council of Zimbabwe will review your complaint and may facilitate
communication between you and the insurance company to resolve it.

5

Decision

After investigating your complaint, the Insurance Council of Zimbabwe will provide a
decision. This decision may include recommendations for the insurance company to
address the issue or provide compensation.

6

Follow-Up

Keep track of the progress of your complaint and follow up if you have not received a
response within a reasonable time frame.

The Insurance Council (ICZ) of Zimbabwe is a voluntary association of short-term insurers and reinsurers in Zimbabwe. It is governed by a constitution and a code of conduct. All its members are duly registered by the Insurance and Pensions Commission of Zimbabwe.

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