What happens after I submit a claim?

After you submit a credit life claim, you'll get an acknowledgement with a reference number, an initial review within 1–3 business days, then submission to the insurer. Standard claims are assessed in about 7–14 business days. You'll be told the outcome — approved, declined, paid or closed — and if approved, the insurer settles your loan directly.

What happens after I submit a claim?

Once your claim is submitted, here's what to expect:

1. Acknowledgement — You'll receive an in-app notification with your claim reference number. Save it.
2. Initial review — Within 1 to 3 business days, our claims team reviews your submission for completeness. If anything is missing they will reach out.
3. Submission to the insurer — When the file is complete we forward it to the insurer with our supporting documents. This typically takes 48 to 72 hours.
4. Insurer assessment — The insurer assesses the claim against the policy. Standard claims take 7 to 14 business days; retrenchment claims may take longer because the insurer often requests additional information from the employer.
5. Decision — You'll get an update through the app the moment we hear back. The four possible outcomes are:
   • Approved — the insurer agrees to pay; you'll see the amount that will be paid out.
   • Declined — the claim does not meet the policy criteria. You'll see the reason and your options for appeal.
   • Paid — the insurer has paid out and your loan has been settled.
   • Closed — the claim is closed (usually after payout, or after a decline that you've accepted).
6. Loan settlement — When a claim is approved and paid, the insurer pays the credit provider (us) directly. Your loan account is updated to 'paid in full' and you'll see a settlement letter on your loan documents.

Throughout the process, you can track the status in the 'My Claims' section of the app and the timeline will show every update.

See the steps to lodge a claim in How to make a Credit Life claim and your protections in Your rights under the National Credit Act.