RAF launches new campaign to resolve backlog of 321k claims
The Road Accident Fund says it is working around the clock to resolve a backlog of more than 320,000 claims.
CEO Collins Letsoalo launched the RAF’s Drive Your Claim Forward campaign on Thursday to encourage claimants to submit outstanding documents required to finalise their applications.
Letsoalo said more than 200,000 of the outstanding claims are older than three years.
“Our target is to ensure that we service the claimant. Since we opened the call centre (in 2022), we have received more than 380,000 contacts, either through emails or calls. We have resolved at least 95% of them.
“In both years, 2023/2024 and 2022/2023, we have achieved only 16% out of 20% that we had targeted.”
In July 2022, the RAF introduced a new form to improve service delivery.
“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.
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.
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