Bidvest Shortfall Insurance Contact Details

Bidvest Shortfall Protection covers the gap between what your car insurer pays out and what you still owe the finance company if the car is written off or stolen. Bidvest runs separate numbers for policy queries and for complaints, and publishes a turnaround time for each stage of a complaint.

Official provider route

• Policy queries, amendments and claims: 0861 66 88 88
• Policy administration: admin@bidvestinsurance.co.za
• Claims: claims@bidvestinsurance.co.za
• Complaints Resolution Department: 0861 272 777 or complaints@bidvestinsurance.co.za
• Roadside and medical assistance on a Bidvest warranty, 24 hours: 0861 860 861

Product or service support

Shortfall Protection pays the difference between your comprehensive insurance payout and the outstanding balance owed to your finance house after a total loss or theft, so you are not left owing money on a car you no longer have. Bidvest lists the policy highlights as up to R10 000 of your comprehensive excess covered, a R10 000 loyalty bonus towards buying a replacement car, up to R10 000 of cover for unspecified extras fitted to the car, up to R5 000 of car instalment protection paid monthly, and unintentional violation cover. Bidvest also sells mechanical warranty, tyre and rim, scratch and dent, legal, theft and deposit protection products, each with its own terms.

Eligibility, account or policy requirements

Policy queries, amendments and claims are handled Mondays to Fridays from 08:00 to 17:00, excluding public holidays, while the general enquiry line runs Monday to Friday 08:00 to 17:00 and Saturday 08:00 to 13:00. Have your policy number or identity number ready, since the online query form requires one. Note that the policy is administered by Bidvest Insurance Brokers (Pty) Ltd, appointed by Bidvest Insurance as administrator, which is why administration and claims correspondence comes from the administrator rather than the insurer itself. The underwriter is Bidvest Insurance Limited, registration 1997/019461/06, a licensed non-life insurer and authorised financial services provider under FSP number 46395.

Escalation route

Bidvest publishes a defined complaints process. Complaints, including POPIA and PAIA matters, go first to its Complaints Resolution Department on 0861 272 777 or complaints@bidvestinsurance.co.za, should be made in writing where possible, are acknowledged within one business day, and the department has five business days to resolve the matter once all necessary documents have been provided. If it is not resolved there, a complaint about how a claim was assessed or settled goes to the National Financial Ombud on 0860 800 900. A complaint about the advice given when the policy was sold goes to the FAIS Ombud on 012 762 5000. The Financial Sector Conduct Authority is the licensing authority.

Sources

• Bidvest Shortfall Cover product page: bidvestinsurance.co.za/product/shortfall-cover/
• Bidvest policy administration, claims and complaints routes: bidvestinsurance.co.za/my-policy/