Claims & Incident Management

Digicall provides outsourced, end-to-end claims administration and incident management services to corporate, commercial and domestic (personal lines) clients for all types of motor and non-motor claims and incidents.


We specialise in –

Digicall provides property assessing and repair services to all major insurers and the banking industry.

We manage in excess of 4,000 Home Owners Cover (HOC) claims per month, specialising in commercial and residential building assessments and repairs. We manage the claims process from client instruction to submitting the damage estimate report and final invoice, including the repairs of the property.

Our main servicing and administration contact centre operates 24/7/365 days a year, and we have a national footprint for on-site assessments, but also provide desktop assessments on claims in remote areas. We conduct Value at Risk (VAR) on every claim assessed on-site and provide same-day emergency repairs where necessary. Our Catastrophe Management Services dispatch assessors countrywide, if, and where necessary within 24 hours.

We have a national footprint of accredited service providers that include civil and structural engineers who provide expert opinions and recommendations where needed. These service providers have been thoroughly vetted.

Our estimators make use of state-of-the-art building estimation software (Symbility**) to provide an accurate cost of repairs, eliminating the expectation from the insured of an inflated estimate settlement. Detailed quality reports are provided, which include a summary of the loss, photographic evidence in support thereof, with recommendations to the Insurers in accordance with their unique terms, conditions and cover afforded by the policy. In addition to this, a VAR document is included allowing the underwriting department to accurately insure the risk.

** Digicall owns the exclusive rights for using Symbility in Africa.

Our service focus is on corporate and commercial motor claims, as well as all types on personal lines schemes.  We also pride ourselves in handling claims effectively with minimum inconvenience to the customer and with no compromise on cost. We provide 24/7/365 access for clients to report incidents through our white-labelled contact centres.

We provide a one-call resolution that addresses all the claimants’ needs through one point of contact and dealing with a single highly skilled claims administrator, committed to treating the customer fairly.

Our bespoke web-based Claims Administration system caters for any type of incident or claim, with full end-to-end claims fulfilment capabilities with the flexibility to adapt to any claims outsourcing requirement in the market. Our paperless environment focuses on convenience without compromising information integrity. We apply the latest technology to claims administration and we are constantly working on improvements.

Our panel of suppliers is reviewed and evaluated regularly to ensure that they align with our drive for integrity and honesty and to provide the best solution to the customer.

Digicall services the insurance industry by using our vast technical experience to manage and administer electrical and mechanical claims from allocation to payment.

We meticulously source and utilise selected and approved service providers to carry out various electrical and mechanical repairs or replacements and to monitor and control product, workmanship quality and cost performances.

With our specialist back office attending to electrical and mechanical claims, we can assess the situation and arrange that the necessary work is carried out quickly and efficiently. We negotiate and establish electrical and mechanical claim rates and assist all stakeholders with training, technical matters, product selection and projects.

Digicall has been the preferred glass Business Process Outsourced Partner to the insurance industry since 2003, specialising in glass incident management, claims administration and 24/7 contact centre functionalities. 

With our extensive experience in glass incident management, state-of-the-art system, and our highly skilled staff, we provide a quality and cost-effective solution including:

  • 24/7 First Notification of Loss (FNOL)
  • Claims administration and associated services
  • Integration with insurer systems
  • Direction of spend to service providers based on key criteria e.g. price, location, product and customer experience
  • A digitised fulfilment process
  • Back office administration
  • Customer satisfaction surveys
  • Credit control

We oversee all processes, record incoming and outgoing calls, maintain an external system to all insurance customers, brokers and glass suppliers, provide custom reports, and conduct compliance audits.

Digicall provides specialist plumbing incident management for insurance claims and home assistance cases, including warranty management.

We perform all the services associated with the administration and management of plumbing incidents that limit future risks and maintain strict cost control measures. We provide highly skilled technical administration services with a customer-centric focus on the management of cost, compliance and quality controls, ensuring a balance between reliability, dependability and a sustainable and fair business relationship with our service providers and network partners.

Our web-based plumbing incident management system effectively controls all areas of the incident management process and is aligned with all regulated standards governing the plumbing industry.

Key services relating to administration, procurement and technical support enable us to facilitate claims instructions where cost, compliance and quality are very strictly managed and controlled, helping insurance companies to mitigate risk and improve services.

Want to find out more about our claims and incident management services? Please complete the form below and one of our consultants will contact you.