Claims page

What you need to know about our claims process


Claims page

What you need to know about our claims process


Sugar has designed the claims process to be an easy and pain-free experience. We have a dedicated claims team that works with our customers walking them through a claims process. This single point of contact will work diligently to manage your claim related needs and ensure you obtain the best and most effective resolution as quickly as possible. They will assist in communications with assessors and service providers. Check out our claims page or call us at 010 599 1195 if you need to submit a claim.


How to claim

1. Tell us right away


Tell us about any event that may lead to a claim, as soon as possible but within 31 days after the event. Give us all relevant details.
2. Do not admit liability


Do not under any circumstances admit liability for the event that led to the claim, or make misleading promises to anyone. This means that you should not:
  1. make any statements (unless required by law)
  2. offer payment to anyone
  3. negotiate with anyone claiming from you
3. Inform the police


Inform the police within 48 hours after the event that led to the claim. This is particularly important when property has been stolen, people have been injured or died, or a criminal act is suspected. Take all reasonable steps to recover any stolen property and, where safe to do so, find the guilty person.
4. Send us the following within 31 days


If you haven’t already dealt with this when you first reported the claim, please ensure you send us the following within 31 days:
  1. written details of the claim (on our standard forms, if required)
  2. particulars of the underlying policy covering the claim
  3. any other documentation we think is necessary to handle the claim (such as police documents, receipts, invoices or witness statements)
  4. of value and insurable interest, if required by us.
5. Send us all documents you may receive later


Send us any further documentation you may receive (such as a letter of demand).
6. Help us with any legal proceedings


Your assistance may be required if we decide to start legal proceedings against any party responsible for the loss or damage. Note that any such legal action may be taken in your name.
7. Sign a release


You may have to sign a release before we will compensate you.
8. Claim procedure is at your own expense


Unless we specifically offer to pay or make provision for payment, the entire claim procedure above is done at your own expense.

TIME LIMITS

Time limits that affect your claim. Don't miss these key deadlines

Tell us about any event that may lead to a claim within 31 days after the event. Give us all the relevant details.

If we formally reject or dispute a claim, you have 90 days to appeal this decision with us from the date you received our rejection or disputes.

If we maintain our rejection, you have a further 180 days to start any legal action against us.

Your claim will no longer be valid after 365 days, unless you have started legal action against us, or the claim concerns your legal liability towards a third party.



CLAIM SUBMISSION

Please use the form below to submit your claim



CLAIM SUBMISSION

Please use the form below to submit your claim