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Frequently Asked Questions - Clients

Does my client have to pay a basic excess when reporting a claim?
Your client is liable for the first amount payable (excess) of any claim unless they are 55 years of age (this applies to the basic excess only).
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Who should my client’s phone if they are involved in a motor accident?
Should your client find themselves in a situation where they require assistance the number to dial in the case of an emergency is 0861 000 MUA (682)
MUA deals with the best service providers of luxury brands every day. If your client is in an emergency, an MUA endorsed provider will ensure they are taken care of. Allow our emergency assistance to arrange their towing after an accident.
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what is the benefit of having a No claim Bonus?
The benefit of a No Claims Bonus is that you receive a discount on your premium for every year you that you have not claimed.
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Why does the client need a quote when a valuation has already been done on the contents of their home?
The value of the clients contents in the home could have marginally of changed in value since the last time the contents in the home has been evaluated.
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Must the report the accident to the police if no 3rd party or minimal damage has occurred?
Yes, it is very important that you report the accident to the police, besides the fact that is by law that one should report the incident, in the case where the 3rd party is involved the policy requires the accident to be reported.
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Do I lose my no claim bonus at time of a claim?
Yes the client will lose their no claim bonus.
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Does MUA make use of a panel of panel beaters?
MUA does not make use of a panel of panel beaters.
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If a client takes home a vehicle for the weekend for a test drive, would the vehicle be covered on the insured’s MUA policy?
MUA must be advised of the temporary arrangement and the client must have their other motor vehicles insured with MUA.
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If a freelance photographer has valuable photographic equipment and his unspecified amount is adequate, would there be cover whilst in use if for example he is hanging from a chopper taking pictures and the camera drops? These items are owned by the insu
There will be cover, provided the sum insured is adequate and the item has been specified.
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If a client's domestic worker damages any of their property accidently, would there be cover for this under the Household section?
Yes it is covered in full if the policy is placed on an All Risk basis within the dwelling, unless the cover is otherwised restricted.
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From what value must jewellery be kept in a locked safe/compartment?
Jewellery items with an individual value in excess of R50 000 must be kept in a locked safe/compartment
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Some Insurers give the option where client pays a little extra every month and they get the benefit of a brand new vehicle if vehicle is older than 1yr and stolen or written off. Apparently it goes up to 3yrs. Do we offer this option?
MUA do not offer this option under the Motor product.
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What are MUA's limits on Home and Motor products?
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What security requirements does MUA have and what needs to be specified?
still to answered
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What type and make of vehicle's do MUA insure?
still to be answered
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Does MUA provide cover for vehicles outside South Africa's borders?
still to be answered
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What cover options does MUA offer and how does it work?
still to be answered
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What is MUA's security requirements for smaller towns where some homes will not necessarily have alarm systems?
We will consider these risks on an individual basis and look at the clients current security measures in place (ie: burglar bars and security gates), claims history and sums insured. The risk will then be underwritten accordingly.
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Is the valuation compulsory and what if the client does not agree with the value?
No, the valuation is not compulsory. Should the client decide not to have a valuation done, we then remove the Average Waiver Benefit and average will then apply, if at the time of a loss, it is found that the client is under-insured. Where a client does not agree with a valuation, the situation will be dealt with on a merit basis.
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Why do we not offer excess waiver on vehicles?
Our policy already has certain built-in excess waivers namely when a driver is 55 years or older and has a drivers license for more than 5 years, where the vehicle is less than 12 months old and if you have an approved tracking system installed in your vehicle the excess will be waivered.
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Why cant MUA offer watercraft policies under their own name, why are these services outsourced?
still to be answered
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Would cellphones and laptops be covered if they were not specified?
No, laptops and cellphones will not be covered unless specified under the All Risk Section.
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Do you need to complete a claim form for any windscreen claims?
The glass company involved in fixing the windscreen will normally assist the client in completing the claim form.
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If my car breaks down, does my policy cover the towing service?
Yes it does, it is however an additional R10 a month to include Roadside Assitance cover. Should you select this extension, R10 will be automatically included in your risk premium.
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Why are valuations not carried out every three years as mentioned at launch of the Home product?
These valuations can be done should the client request it, the reason for the valuations not being carried out automatically is the fact that clients often do not want any further intrusion into their homes.
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Why do we have to pay for car hire?
The clients premium has not changed, should the client select car hire with his or her policy the risk premium previously included the risk premium and car hire. This has however changed so that the risk premium and car hire charges are shown as seperate amounts, it is by law that MUA  shows the client how it is broken up as the car hire is supplied by a third party.
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What does MUA do exactly?
To be answered still!
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Does MUA have branches situated all over South Africa?
We have 3 branches namely Cape Town, Johannesburg and Durban.
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Where is MUA's head office situated?
MUA's head office is situated in Century City, Cape Town.
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What is an underwriting agency?
An underwriting manager is an agent who presents an insurance company, who communicates and deals with the policy holders. An underwriting manager acts as the contact point for the submission of your claims, or for any changes to policy details, confirmation of policy or claim information and any other related matters.
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Who is our insurer?
Compass is MUA's insurer, the Compass Insurance business model is unique in the short-term insurance industry. Compass only deals with Underwriting Managers. These business partners focus on providing innovative products and a specialised policy administration service to short-term insurance brokers. They do not market their own products, nor do they seek business directly from consumers.
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What does the acronym MUA stand for?
Motor Underwriting Acceptances
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What new car hire policies are available?
There are three options available – basic, automatic and upgraded automatic
 
Option One (Basic Cover)
 
R40.00 per month: All policies include this basic cover unless otherwise stated. The type of vehicle the client receives is a group “C” vehicle which is a manual car with air conditioning, ABS and power steering.
 
Option Two (Automatic)
 
An additional premium of R20.00 is levied on the policy. The client receives a group “D” vehicle such as a Chev Aveo Auto, with airbags, air conditioning, power steering and ABS.
 
Option Three (Upgraded Automatic)
 
An additional premium of R40.00 is levied on the policy. The client receives a group “H” vehicle such as a BMW 3 Series or an Audi A4 automatic with airbags, air conditioning, power steering and ABS.
 
Points to bear in mind
  • If the client drives an automatic vehicle he will have to choose either option two or three should they wish to continue driving an automatic vehicle
  • All new business requests for quotes should indicate which option the client desires
  • The type of car hire will be stated clearly on the schedule
  • All the car hire contracts include the following unlimited kilometres, car accident damage cover ,car theft cover, airport and tourism levies (no additional cost to the client) 
  • Fuel deposit for the insured’s own account
As an added bonus under MUA’s new policy, should the client be involved in a motor vehicle accident in the hired vehicle and the excess is greater than the excess payable under his MUA policy, we will reimburse the client with the difference.
 
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