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, contact us on: 2073500

Do I need to submit any specific documents? 

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

1. Fully completed Agreed Statement of Facts or Notice of Intended Prosecution
2. Copy of the Driver’s Licence
3. Copy of the Driver’s National Identity Card
4. Copy of the Vehicle Owner’s National Identity Card or Business Registration Number
5. Biometric page of the Passport – applicable to foreign nationals only
6. Copy of the vehicle’s Horsepower specification
7. Valid Fitness Certificate – mandatory for vehicles over seven (7) years of age or for any commercial vehicle
8. Duly completed Claim Form / E-Claim

Contact our claims department on 207 3500, or at 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 will assist you in claiming back the policy excess from the party 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?

Yes, subject to the terms and conditions of your policy, we can decide to either repair your vehicle at one of our recommended garages or settle the claim by a financial payment.

1. What does “Total Loss” mean?

A vehicle is considered a Total Loss when:

i. The cost of repairs is uneconomical compared to the vehicle’s value; or

ii. The vehicle cannot be safely or legally repaired; or

iii. The vehicle is stolen and not recovered within the period specified in the policy (typically 30 days, unless otherwise stated).

In simple terms: the vehicle is either not worth repairing, cannot be repaired safely, or has not been recovered after theft.

2. How is the claim amount determined?

In the event of a Total Loss, the insurer will generally pay the lower of:

i. The Market Value of the vehicle at the time of loss; or

ii. The Sum Insured shown in the policy schedule,

less any applicable:

1. Policy excess/deductible;
2. Unpaid premium (if applicable);
3. Salvage retention, if the insured chooses to retain the wreck.

This is always subject to the policy’s terms, conditions, and limits.

3. How can a vehicle be insured?

A vehicle may be insured on one of the following bases:

i. Market Value Basis

1. The vehicle is insured based on an estimated value at policy inception.
2. The actual value is assessed at the time of loss by a registered motor surveyor.
3. The final settlement reflects depreciation, condition, mileage, and market conditions at the date of loss.

ii. Agreed Value Basis

1. The value of the vehicle is agreed at policy inception.
2. This may require the vehicle to be valued by a motor surveyor from SWAN’s approved panel.
3. In the event of a Total Loss, settlement is based on the agreed value, subject to policy terms, conditions, and limits.

4. What is the “Sum Insured”?

The Sum Insured is:

1. the maximum amount payable under the policy for loss or damage; and
2. the declared or agreed value when the policy is taken out.

Important: Under a Market Value Basis, the Sum Insured is not automatically the amount payable in the event of a Total Loss.

5. What is “Market Value”?

Market Value is the cost of replacing the vehicle immediately before the loss, taking into account factors such as:

i. Make and model;

ii. Age;

iii. Condition;

iv. Mileage; and

v. Prevailing market conditions.

It is determined by a registered motor surveyor.

In simple terms: it reflects what your vehicle was worth just before the accident or theft.

6. Why is the payout sometimes less than the Sum Insured?

Motor insurance generally works on an indemnity basis, meaning the aim is to place you in the same financial position you were in immediately before the loss, not to provide a profit.

Example:

1. Sum Insured: Rs 1,000,000
2. Market Value at loss: Rs 800,000

Settlement: Rs 800,000 (subject to policy terms and any deductions)

7. Who determines the Market Value?

A registered motor surveyor appointed by the insurer assesses the vehicle’s value immediately prior to the loss.

The assessment is based on:

1. vehicle specifications;
2. condition and mileage;
3. market comparisons; and
4. prevailing market conditions.

8. Are there exceptions where more than Market Value may be paid?

Yes, in specific circumstances, such as:

i. New Car Replacement

Where this benefit applies under the policy, and the vehicle is declared a Total Loss within the qualifying period (usually the first year), the insured may be entitled to a replacement vehicle of the same or similar specification instead of a cash settlement.

ii. Finance Gap Cover

This optional cover may pay the shortfall between the insurer’s settlement and the outstanding loan or lease amount.

iii. Agreed Value Basis

Where the vehicle is insured on an agreed value basis, settlement may be based on the agreed value stated in the policy, subject to policy terms and limits.

9. What should I keep in mind?

To avoid surprises in the event of a claim:

i. Review your Sum Insured regularly to ensure it reflects your vehicle’s current value.

ii. Understand that depreciation may reduce the claim amount under Market Value policies.

iii. Consider Agreed Value cover for greater certainty.

iv. Consider optional covers such as Finance Gap if your vehicle is financed.

Disclaimer:

“This FAQ is intended as general guidance only and does not replace the terms, conditions and exclusions of your insurance policy. In the event of any inconsistency, the policy wording shall prevail.”

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 accidentEach driver should then clearly mark the position of their respective vehicle wheels and the registration number on the surface of the road, with an indelible yellow marker or special chalk.
• Each driver must ensure that they have the following documents:
• A valid insurance vignette fixed to their vehicle
• A valid road licence fixed to their vehicle.
• A 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 most 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 reasonably 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