• The Loss or damage should be reported to the company immediately
• All possible steps / measures be taken to mitigate / minimize the loss, a timely reporting may provide you surveyor’s assistance in mitigating the loss.
• The Fire Brigade should be informed immediately.
• FIR may be lodged with the nearest Police Station, police reporting is important in all cases where a criminal or malicious intent is feared
• Co-operate and provide all the information and assistance to the surveyor appointed by the company .
• Protect and evacuate your staff and take all necessary measures for personal safety.

• In case where a loss/damage is suspected before taking delivery of the consignment at the Port of discharge, the Local Shipping Agents as well as Insurers should be informed immediately to arrange a joint Survey of the consignment. Surveying agent in case of export claims shall be advised.
• All possible steps/measures shall be observed to mitigate/minimize the loss.
• Serve notice to the carrier and/or shipper.
• Co-operate with the Surveyors by providing Copies of Bill of lading-, Shipping invoice, packing list, Bill of entry or any other document that may be required by the attending surveyor’s representative.
• If shortages are caused due to Short Supply or wrong Supply, the insured should immediately take up the matter with their Suppliers, shipping agent and carrier serving them proper notice.
• Submit claim bill.
• Letter of subrogation where required.

• The Loss or damage should be reported to the company immediately with last known position of the missing vehicle.
• Take all necessary measures to mitigate the loss for claims such as fire, riot, accident, overturning, derailment etc.
• Inform the tracking company where trackers are fitted in the vehicle and follow with them for recovery.
• Inform fire brigade in case of fire to the cargo.
• Preserve and guard the salvage until arrival of surveyor and disposal of salvage (if any) Documents required.
• Claim Bill/form 2.215 Particulars of driver (driving license, NIC copy etc)
• Particulars of conveying/transit vehicle (registration and fitness certificate).
• Delivery Way Bills, gate pass 2.218 Lodge FIR ,nominate the carrier or driver if required.
• Internal Investigation Report 2.220 Co-operate and provide all the information and assistance to the surveyor appointed by the company.
• Discharge loss voucher
• Letter of subrogation where required.

• Take your Vehicle to a workshop asking them to prepare an estimate, inform the company who will send the surveyor to inspect and settle the loss with the workshop in your presence authorizing the repairs. Hand over following documents to the surveyor or workshop.
• Filled claim form with all mandatory fields.
• Copy of takaful-policy/ cover note.
• Copy of registration certificate, tax receipt, sales invoice ( original may be kept handy for verification).
• Copy of motor driving license (with original for verification) of the person driving the vehicle at the time of accident.
• FIR / Police Roznamcha (For theft/third party property damage/death/bodily injury/Major Loses/)
• Estimate of repair from the repairer.
• Copy of Fitness certificate and Road permit ( applicable for commercial vehicle)
• Copy of Permit ( applicable for commercial vehicle)
• Copy of Load Challan (applicable for goods carrying vehicle)
• Satisfaction note after repairs and discharge loss vouchers. DO NOT
• Make any compromise with any third party in case of an accident involving third party. Follow the guidance of the company, surveyor or lawyer before admitting or accepting any liability.
• Leave the vehicle unattended at the place of accident or elsewhere.
• Proceed with accident repairs before the vehicle has been inspected by the surveyor.

• The Loss or damage should be reported to the company immediately, in case of tracker fitted vehicles, please inform the tracking company as soon as you can and co-operate with them.
• Inform 15 or other police emergency response numbers, FIR in the respective police station.
• Properly filled Motor Theft Claim Form
• Original Vehicle registration book/Sworn Affidavit
• original excise file including Purchase Receipt/ Performa Invoice.
• Spare key(s)
• Police Reports (Interim and Final)
• Motor Takaful Certificate and policy in original
• Discharge loss voucher.
• Letter of subrogation
• Co operate with the surveyor for any further documentation and information which they may require.

• Inform the police immediately.
• Report the loss to the company as soon as possible.
• Co operate with the surveyor and submit following or any other document which may be required by the surveyor.
• Completed Burglary Claim Form, with claim bill of all lost/damaged items.
• Purchase Receipts of stolen items.
• Cash book, books of accounts and bank statements may be required by the surveyor to substantiate the claim.
• Police Report
• Internal Investigation Report
• Statement of persons available at the time of incident.
• Discharge loss voucher and letter of subrogation.

• The Loss or damage should be reported to the company immediately
• Inform police if the accident involves a criminal activity such as Riot, terrorist act, road accident or when in doubt.
• Police report is required in all cases of accidental Deaths
• Co operate with the surveyor and submit following or any other document which may be required by the surveyor.
• Statement as to circumstances and place of accident
• Medical bills duly certified by doctor along with medical report
• Death Certificate
• Pay Slips for 3 months immediately preceding the accident

• The Loss or damage should be reported to the company immediately
• Statement describing the involved equipment(s) and circumstances of loss shall be submitted to surveyor or the company along with the estimated cost of repairs.
• The appointed surveyor will be in contact with you to asses and adjust the loss please co operate with him.
• In case of partial losses, the settlement may involve depreciation/underinsurance depending on the age and value of the machinery/equipment.
• Depreciation is applicable on all cases of constructive or actual Total Loss claims.
• If an appliance is partially damaged, it should be repaired (on approval from takaful company) before it is put to use, as otherwise further loss is not covered.

1. PROCEDURE IF TREATMENT REQUIRED FROM PANEL HOSPITAL:

If a qualified doctor advises hospitalization due to a valid reason, then any of our panel hospital can be approached for treatment on credit basis against Health Card/Letter of Authority. The employee is required to submit a copy of-

• Health Card/Letter
• CNIC of the patient (for adult patients only) The hospital will provide required hospitalization services to the insured patient as advised by the attending doctor according to the entitlement of the employee as mentioned on the health card/letter.

2. PROCEDURE IF TREATMENT REQUIRED FROM NON-PANEL HOSPITAL:

We strongly urge the use of panel hospitals especially in non emergency cases.

• The hospitals on our panel are selected based on scientific methods and their facilities and general level of care are regular monitored to ensure quality.
• Reasonable discounts have also been taken from these hospitals that are passed to the patients in the billing.
• If an insured wishes to utilize the services of a hospital not on our panel, then he is required to take our prior approval by sending us the history, findings & procedure to be done on the prescription paper of the attending doctor and its complete detail of charges about 3 days before the scheduled procedure. This can be faxed /emailed to Health Takaful Department.
• In emergency situations, an insured can go to a non-panel, but he has to inform us within 24 hours of such hospitalization.
• Then these claims can be submitted after filling & signing the Claim Form and a deductible will be applicable according to the policy terms & conditions and payment will be made according to the charges of our nearest panel hospital/hospital of the same standard whatever decided by the takaful company.
• Reimbursement claims must be submitted within 30 days after discharge the patient from the hospital.
• Total claim settlement time for a reimbursement claim from the receiving date is 15 working days provided that all the mandatory documents are attached with the claim & there is no further query in the claim.
• The company reserves the right to decline the claim and to exclude the employee from the policy if a false claim is launched.

REQUIRED DOCUMENTS (WITH CLAIM)

A claim should be lodged with the following documents:

• Completely filled Claim Form duly signed and stamped by the attending physician.
• Original itemized Hospital Bill (in case of hospitalization).
• Doctor’s Prescriptions (photocopy acceptable).
• Laboratory reports (photocopy acceptable).
• Original Pharmacy payment receipts.
• Discharge summary (photocopy acceptable).
• Birth Certificate (in case of delivery).

The documents should be forwarded through HR department.

CLAIM COMPLAINTS/GRIEVANCES

Grievance Handling procedure: If an insured /client has grievance regarding settlement or refusal of his/her claim due to any reason, he/she can send in writing request(email) for the review of the claim through their HR at health@alfalahinsurance.com