FAQ

How do I make a claim under my motor insurance policy?

• Contact our claims department on 207-3500 or by e-mail at motorclaims@swanforlife.com
• You can also complete our online motor claim form or call in at our office and fill out a claim form at:
  Claims department,
  4th Floor, Swan Centre
  Port Louis
• You must notify us of the accident as soon as possible, and at least within five working days
• If you’ve been involved in a serious or fatal accident, to contact us on: 2073500

Do I need to submit any specific documents? 

We require the following for us to help you settle your claim:

• The original agreed statement of facts, completed and signed by both parties
• If the accident was reported to the police, submit the original (NIP) memo
• A copy of the driver’s driving license
• A copy of your car’s registration book
• A copy of your insurance certificate
• An estimate of repairs from your garage

Contact our claims department who 207 3500, or motorclaims@swanforlife.com and we will be happy to assist you

I have comprehensive cover. Why do I need to pay the excess?

• The policy excess is the amount shown in your policy schedule. The policyholder pays the excess each time SWAN pays for repairs to your car after an accident.
• If you are clearly not at fault, our dedicated claims recovery section claim back the policy excess from the party who was identified to be at fault in the accident.

Am I eligible for a replacement car?

• If your motor insurance policy includes a loss of use extension, we will provide you with a replacement car.
• The replacement car will be provided to you according to the provisions made under the terms and conditions of your insurance policy

When can I send my car to the garage?

• When we have received all the required documents, and we have fully assessed your claim, we will ask you to forward an estimate of repairs and book an appointment for repairs to your car.
• If another party is at fault in the accident, our team will follow up regularly to ensure the third party insurer takes over the conduct of your claim. If the third party insurer does not agree to settle the claim, we will process the claim in line with the terms and conditions of your insurance policy.
• We will keep you updated on any developments relating to your claim

Do you recommend any garages?

Any vehicle no more than five years old can be sent for repairs to any registered garage, as long as the garage has a valid business registration number.

What to do if you have a car accident

• Stop your vehicle immediately
• Switch on your warning lights
• Place the reflecting triangles at a reasonable distance from the rear of the vehicle
• If possible, clearly mark the surface of the road with your yellow indelible marker, or special chalk, noting the position of your vehicle wheels and the registration number 
• If your damaged vehicle is likely to cause an obstruction on the road, and it is safe to do so, move it off the road to a safe place nearby
• If you or another person are injured and need immediate medical attention, call the police on 999, the SAMU (114)

What to do in case of an accident with Agreed Statement of Facts (constat a l'amiable)

• Each driver must agree on the circumstances of the accident
• Each driver should then clearly mark the position of their respective vehicle wheels and the registration number on the surface of the road, with yellow indelible marker or special chalk
• Each driver must ensure that they have the following documents:
• A valid insurance vignette fixed to their on your vehicle
• Valid road licence fixed to your vehicle
• Valid driving licence
• An agreed statement of facts form
• An indelible yellow chalk or yellow indelible marker and any other equipment as required by the law, such as reflective triangles, among others
• Each driver should complete one (1) part of the form which falls either under Vehicle A or Vehicle B
• The following sections of the forms should be carefully completed, including:
  - Date and time
  - Exact location of the accident
  - Collision sketch
  - Witnesses
  - Observations
• You must also tick the box with the more appropriate circumstances of the accident:
  1A or 1B: vehicle details
  2A or 2B: driver's details
  3A or 3B: point of impact and damage
  4A or 4B: visible damage to your vehicle
  5A or 5B: description of accident
  6A or 6B: signature

What to do if your vehicle is stolen or broken into

• Immediately report the matter to the nearest police station
• The police officer recording your statement must provide you with a memo acknowledging that a theft or burglary case has been reported
• Report the matter to SWAN immediately, or as soon as practically possible
• When you report the incident to us, you must provide the original vehicle registration book (Horse Power Certificate), insurance certificate, identity card and police memo
• Your claim will then be treated in line with the provisions of your insurance policy

What to do if you’re involved in an accident involving bodily injury or death

• Immediately call the police to attend the accident scene
• Do not move the vehicle(s) unnecessarily from the location of the accident
• If one or more passengers in your vehicle are seriously injured, or have died, call the SAMU immediately, or ask the police to do so
• If the accident happens after working hours, please call the SWAN emergency numbers available in the claims section
• If you are not sure about the real circumstances of the road accident, do not admit liability or be compelled to do so at the police station
• If you feel you need legal assistance, please call 207 3500 during working hours or on the emergency numbers available in the claims section.
• Do not commit to providing any form of compensation to any injured third party, and more importantly do not admit liability.
• Report the accident to SWAN within five working days, bringing with you the original vehicle registration book (Horse Power Certificate), insurance certificate, identity card and Notice of Intended Prosecution

What to do if you have damaged infrastructure

• If your vehicle or motorcycle has been involved in a road accident and you have damaged a wall, pole, fencing, sign post, traffic lights or other part of road infrastructure, please report the case to the nearest police station
• If the damaged infrastructure belongs to a third party, do not, under any circumstances, propose or commit to settle any claim
• Report the accident to SWAN within five working days, providing the original vehicle registration book (Horse Power Certificate), insurance certificate, identity card and Notice of Intended Prosecution

What to do if only your vehicle has been damaged

• If your vehicle has been damaged in a road accident and there is no other third party damage, and no-one else was injured, stop and mark the position of your vehicle using an indelible chalk
• Remove your vehicle from the scene of the road accident to prevent it from obstructing traffic
• Report the matter to the nearest police station
• Report the accident to SWAN within five working days, providing the original vehicle registration book (Horse Power Certificate), insurance certificate, identity card and Notice of Intended Prosecution.

What to do if you’re involved in an accident with more than one vehicle

• If your vehicle has been damaged in a road accident involving more than one vehicle, stop and mark the position of your vehicle using indelible chalk
• Immediately call the police to attend the scene of the accident
• Make a note of the details of the other parties involved, including their registration numbers, owners’ and/or drivers’ names, their contact numbers and their insurers’ names.
• If your vehicle is not roadworthy, contact Axess Depannage to request a towing unit to tow your vehicle to your preferred repairer.
• Report the accident to SWAN within five working days, providing the original vehicle registration book (Horse Power Certificate), insurance certificate, identity card and Notice of Intended Prosecution