RAF urges claimants to submit outstanding documents

Addressing a media briefing on Thursday, RAF Chief Executive Officer Collins Letsoalo said the fund is committed to efficiently settling claims in 120 days.

The Road Accident Fund (RAF) has called on claimants to submit outstanding documents to finalise their claims and reduce the backlog of 321 000 claims.

Addressing a media briefing on Thursday, RAF Chief Executive Officer Collins Letsoalo said the fund is committed to efficiently settling claims in 120 days.

“Supporting documents play a crucial role in finalising a claim efficiently and speedily. They inform the Fund about what is being claimed, set out the basis of the claim, allow the Fund to investigate, and facilitate an assessment on the merits of the motor vehicle accident,” Letsoalo said in Centurion.

The fund has launched the “Drive Your Claim Forward” campaign aimed at encouraging claimants to submit outstanding documents and all the necessary information required to investigate as well as pay claims.

“Through the campaign, the RAF anticipates processing and finalising more claims, thus significantly reducing the waiting period claimants have to endure. Claimants and their representatives who submitted their claims before April 2021 are encouraged to deliver all outstanding documents in order for the fund to finalise their claims,” he said.

The main reason for delays in the claims process is outstanding documents, such as comprehensive medical assessments for serious injuries.

“Through the campaign, the RAF seeks to ensure that it is doing everything to minimise delays and assist all claimants. Enquiries about which documents to submit can be made at any of the RAF’s offices or via email,” he explained.

In July 2022, the RAF introduced a new form to improve service delivery and better manage the claim risk.

“The form was introduced to make it easier for legal practitioners to lodge claims on behalf of claimants, and more importantly, to assist with settling claims faster. The fund’s open claim backlog would not be on this scale if road accident victims and attorneys representing them submitted all the required information and documents upfront,” the CEO said.

Claimants can submit their outstanding documents via email on contactcentre@raf.co.za or drop the documents off at any of the Fund’s regional offices in Johannesburg, Pretoria, Durban, East London, and Cape Town.

The documents can also be dropped off at the fund’s customer service centres in Bloemfontein, Polokwane, Kimberley, Mahikeng and Durban. More details about these offices is available on the fund’s website.

To determine which documents are outstanding, claimants should visit www.raf.co.za, click on the 'Drive Your Claim Forward' banner on the home page and get the information about which documents they need for their specific claim.

They may also contact the RAF’s Contact Centre on 087 820 1 111, via SMS on 44930, or by email on contactcentre@raf.co.za.

Claimants who request a call back will be contacted by one of the Contact Centre agents.

In the unfortunate event of being involved in a motor vehicle accident, the RAF Contact Centre is reachable on 087 820 1 111, from Monday to Friday, 07:45 to 4pm.

The RAF can also be reached through its offices countrywide, details of which are available on its website on www.raf.co.za. 

(With Inputs from South African Government Press Release)