THE Insurance Council of Zimbabwe’s newly introduced call centre will offer proactive, real-time assistance to road accident victims to process short-term insurance claims speedily, it has been revealed.
ICZ recently launched the call centre service that can be accessed through the 591 toll-free number from any mobile phone network countrywide.
The service provides a database of emergency service responders.
In the event of an accident, the call centre will call the emergency service responders to the scene to attend to the victims. The call centre agents will then coordinate with the emergency service responders and ensure that the victim gets assistance.
Where there is active insurance coverage, the agent will also notify the relevant insurer and ensure that the victim is provided guidance by the insurer to avoid compromising the contractual obligations of the insurance.
According to the Insurance and Pensions Commission (Ipec), delays in claims settlement remain one of the major complaints against insurers, with many policyholders citing poor guidance, cumbersome processing, and a lack of follow-up as key contributors to slow payouts.
“The call centre will introduce a proactive approach to submission and processing of claims for all road accident calls received through the facility,” ICZ marketing manager Ringisai Batiya told Standardbusiness.
“Where there is insurance coverage, the call centre agents will make follow-ups with the motorists or victims to ensure claims submission and provide assistance for timely compensation pay-outs.”
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For years, insurance policy holders have lamented long delays, poor communication, and complicated procedures when claiming compensation after road accidents.
The ICZ call centre will now verify the insurance status of all vehicles involved in real time.
Victims and motorists will receive immediate guidance on what documents are required, where to submit them, and how to follow up, cutting the processing requirements and time.
“Some people would ordinarily not submit claims due to ignorance of insurance processes or the status of vehicles involved,” Batiya said.
“The call centre will assist such people in accessing the compensation they are entitled to and ensure the submission of complete documentation to avoid delays in processing by insurers.”
Ipec has repeatedly urged insurers to improve their claims management processes, with the commission reporting that late settlements and disputes over documentation contributed to policyholder dissatisfaction and eroded public confidence in insurance services.
The centre’s agents will track claims and liaise with insurers to promote faster and compliant pay-outs.
While the primary function of the call centre is to respond to road traffic accidents and emergency incidents, it also provides general insurance information, accepts complaints, and allows for anonymous tip-offs on malpractice within the insurance sector.
“We are responding to a real need in Zimbabwe’s public safety and insurance services landscape,” Batiya said.
“The 591 Call Centre is about saving lives, empowering policyholders, and restoring confidence in insurance as a partner in people’s lives.”
In Ipec’s Short-Term Insurance Industry Report for the year ended December 31, 2024, it revealed that the sector was maintaining 7% cash and bank balances, below the 20% upper limit needed to be able to fulfill insurance claims.
“Other liquid assets (money markets investments and other short-term investments) were way below the 70% upper limit for money markets, indicating that the industry may face liquidity risk if high claim pay-outs or unexpected financial shocks are experienced by the industry,” Ipec said.
“Insurers must ensure sufficient liquidity buffers to handle unexpected claims or market downturns.”
