Terms and Conditions

These Terms govern access to and use of Claim Tracker. By creating an account, submitting information, or paying for the service, the user agrees to these Terms and the policies incorporated into them.

1. About Claim Tracker

Claim Tracker is a trading name of SS Group (Pty) Ltd (collectively, "Claim Tracker", "we", "us" or "our"). We provide a digital administrative service that helps users organise claim information, submit supporting documents and receive status updates relating to Road Accident Fund (RAF) claims.

Claim Tracker is an independent private service. It is not the Road Accident Fund, is not endorsed by or affiliated with the RAF, and does not exercise any RAF decision-making power.

2. Important service limitation

The service is an administrative tracking and communication tool. Unless separately agreed in writing with an appropriately qualified professional, we do not provide legal advice, legal representation, medical advice, debt collection, financial advice or a guarantee that a claim will be accepted, processed within a particular period or paid.

Official claim decisions, timeframes and payments remain under the control of the RAF and other relevant third parties. Users remain responsible for complying with legal deadlines and, where appropriate, obtaining independent legal advice.

3. Eligibility and authority

A user must be at least 18 years old and legally capable of entering into an agreement. A person acting for a claimant confirms that they have valid authority to do so and may be required to provide a mandate, proxy, guardianship document or other proof of authority.

4. Account registration and user duties

• Provide complete, accurate and current information and documents.
• Keep login details, one-time passwords and devices secure, and notify us promptly of suspected unauthorised access.
• Use the service only for a lawful claim in which the user has a legitimate interest or authority.
• Check messages and requests for additional information and respond within a reasonable time.
• Retain original documents where these may be required by the RAF, a court or another authority.

5. Documents and permissions

Users may submit identification documents, accident reports, claim references, mandates or digital proxies, medical or claim-related records, contact details and other supporting information. The user confirms that they are entitled to submit this information and authorises us to process it for service delivery, verification, communication and lawful administration as described in the Privacy & POPIA Policy.

6. Subscription fee and billing

The service fee is R50 per month, unless a different price is clearly displayed and accepted before purchase. The fee is charged through the available payment method. Any recurring payment authorisation is subject to the mandate or payment terms presented at checkout.

Prices are stated in South African rand and include VAT only if Claim Tracker is legally required and registered to charge VAT. Users must ensure that payment information remains valid. We may suspend access after a failed or reversed payment, subject to reasonable notice and applicable law.

7. Duration and cancellation

The subscription continues monthly until cancelled. A user may cancel in accordance with the Cancellation Policy. Cancellation stops future subscription charges but does not automatically erase the user's records or invalidate charges already properly incurred. Statutory cooling-off or cancellation rights remain unaffected.

8. Delivery and updates

The service is delivered electronically. Access is ordinarily activated after successful registration and payment. Claim updates depend on the availability and accuracy of information received from users, the RAF and other third parties. The Service Delivery Policy forms part of these Terms.

9. Acceptable use

• Do not submit false, forged, misleading or unlawfully obtained information.
• Do not impersonate another person or access another user's account without authority.
• Do not interfere with the platform, introduce malicious code, scrape data, reverse engineer security controls or use automated access without written permission.
• Do not use the service for fraud, harassment, unlawful surveillance or any activity that infringes another person's rights.

10. Suspension or termination

We may restrict or terminate access where reasonably necessary to address non-payment, fraud, unlawful use, security risk, material breach, a legal requirement or conduct that may harm users or the platform. Where appropriate, we will give notice and a reasonable opportunity to remedy the issue. Immediate action may be taken where delay would create material risk or be unlawful.

11. Intellectual property

The platform, branding, layouts, software, databases and original content are owned by or licensed to SS Group (Pty) Ltd. Users receive a limited, personal, revocable and non-transferable right to use the service for its intended purpose. Users retain ownership of their own documents but grant us the limited permission required to host, process and transmit them for service delivery.

12. Third-party services

The service may rely on payment processors, hosting providers, communication tools and information supplied by the RAF or other parties. We are not responsible for third-party systems beyond our reasonable control, but will take reasonable steps to select and manage operators and to assist users where a service issue arises.

13. Disclaimers and liability

We will provide the service with reasonable care and skill. To the maximum extent permitted by law, we do not warrant uninterrupted availability, the accuracy of third-party information, or a particular claim outcome. Nothing in these Terms excludes liability or consumer rights that cannot lawfully be excluded.

Where the law permits a limitation, our liability for direct loss arising from the paid service will be limited to the amount paid by the affected user for the service during the six months preceding the event giving rise to the claim. We will not be liable for indirect or consequential loss that was not reasonably foreseeable, or for delay or loss caused by inaccurate user information, third-party decisions, unlawful user conduct or events beyond reasonable control.

14. Complaints and disputes

Please first contact us with the account holder's name, contact details, claim reference (if applicable), a description of the issue and the desired resolution. We will acknowledge and investigate the complaint within a reasonable period. The parties should attempt good-faith resolution before litigation. A consumer may also approach an applicable ombud, the National Consumer Commission, the Information Regulator or another competent authority.

15. Privacy

Personal information is processed according to the Privacy & POPIA Policy, which explains purposes, sharing, security, retention and data-subject rights. That policy is incorporated into these Terms.

16. Changes to these Terms

We may update these Terms to reflect legal, security or service changes. Material changes will be communicated through the website, app or available contact details before taking effect where reasonably practicable. Continued use after the effective date constitutes acceptance, except where fresh consent is legally required.

17. Governing law

These Terms are governed by the laws of the Republic of South Africa. South African courts have jurisdiction, subject to any consumer forum or statutory dispute mechanism available to the user.

18. Contact