Service Delivery Policy

Claim Tracker is a digital administrative service. There is no physical delivery. Service quality depends partly on user cooperation and information available from the RAF and other authorised sources.

1. Service supplied

• A user account or other approved digital access method.
• Secure submission and organisation of claim-related information and supporting documents.
• Administrative tracking of available claim-status information.
• Status communications and requests for missing or updated information.
• Customer support through the published contact channels.

2. Activation

Activation ordinarily occurs after successful registration, acceptance of the Terms, required verification and payment of the R50 monthly subscription fee. Access is generally made available promptly, but verification, payment confirmation, maintenance or technical issues may cause reasonable delay.

3. User onboarding requirements

• Correct personal and contact information.
• A valid RAF claim or reference information, where already available.
• Supporting documents reasonably required for tracking, which may include identification, an accident report and a mandate or digital proxy.
• Proof of authority where the account is operated for another claimant.
• Timely responses to verification or information requests.

4. Update frequency and dependencies

Claim Tracker aims to provide updates when meaningful new information becomes available and may provide periodic status communications. A monthly fee does not mean that the RAF will issue a new substantive update every month. The timing and content of updates depend on third-party availability, claim stage, correct references, authorisations, system access and responses from the RAF or other parties.

5. What is not included

• Submission or prosecution of an RAF claim unless separately and expressly agreed by a legally authorised service provider.
• Legal representation, legal advice, medical advice or calculation of compensation.
• Control over RAF processing, investigation, settlement or payment timelines.
• A guarantee of claim validity, approval, settlement value or payment.
• Physical courier or storage of original documents unless expressly arranged in writing.

6. Service interruptions

We may perform maintenance or respond to hosting, telecommunications, power, cybersecurity or third-party outages. We will take reasonable steps to restore the service and communicate material interruptions through available channels. Planned maintenance will be notified where reasonably practicable.

7. Support and issue reporting

Users should report access problems, missing documents, suspected incorrect status information or security concerns promptly. Support requests should include the account holder's name, contact details, reference and a clear description, but must not include passwords, PINs or one-time passwords.

We aim to acknowledge ordinary support requests within 2 business days. Resolution time depends on complexity and third-party involvement. This target is a service objective, not a guarantee.

8. Failed or materially defective delivery

If the paid service is not activated, is materially unavailable, or materially differs from its description, the user should notify us and allow a reasonable opportunity to investigate and remedy the issue. Refund or cancellation remedies are available under the Refund Policy and Cancellation Policy and applicable law.

9. End of service

Delivery ends at expiry of the paid period after cancellation, upon lawful termination, or if the service is discontinued. Where reasonably practicable and lawful, users will be given an opportunity to retrieve user-supplied records before access closes.

10. Contact