FAQ - MOTOR INSURANCE

How do I make a claim under my motor insurance policy?


  • You must notify us of the accident at the earliest possible, and within 5 days of the accident.
  • You must fill out and submit your claim form along with supporting documents at any one of our claims centre at either:
NIC General Insurance Co. Ltd NIC Centre, 217 Royal Road, Curepipe or NIC General Insurance Co. Ltd NIC Branch Office Fon Sing building, 21 Pope Hennessy Street Port Louis
  • On receipt of the claim intimation, we shall advise you on the next steps for processing your claim.
  • If you are not the driver of the vehicle, the driver must accompany you when submitting the claim documents at any of our claims centre.
  • We will help you complete the claim form and attend to any queries that you may have.
  • You must make available any other additional information that may be required to enable us to process your claim promptly.
  • You must take all reasonable steps to prevent further loss, damage or liability and preserve your vehicle for inspection.
  • Do not incur any repair costs nor get your vehicle repaired without our prior approval.




How do I make a complaint?


  • If you are not satisfied with our services with respect to the issuance of your policy, handling of your claims, or any other service issue in relation to your policy, you can contact our Complaint’s Coordinator on 602 3000 or email at customerservice@nicl.mu
  • You may also write to our Complaint’s Coordinator at the following address:
NIC General Insurance Co. Ltd NIC Centre 217 Royal Road Curepipe
  • When lodging your complaint, please provide us with the following information:
  1. your personal and contact details (name, address, telephone number, email)
  2. your policy number
  3. your car's registration number
  4. your claim's number
  5. full particulars of the complaint
  6. any other reference or supporting documentation
  • Our complaint's coordinator will acknowledge your complaint within 3 working days and personally attend to your complaint.
  • We will assess and investigate your complaint, and may contact you if we require more information or clarifications.
  • We will endeavour to resolve your concerns and revert to you within 21 working days from the date you lodged your service request.
  • If you have received our final response and you are still not satisfied with it, you have the right to refer your case to the Office of Ombubdsperson for Financial Services.
For more information please consult our Make a complaint page




What documents do I need to submit with my claim?


  • You will need to submit the following required supporting documents with your completed claim form:
  • A copy of your ID card (Insured)
  • A copy of the driver's ID card, if you were not driving the car.
  • A copy of your Certificate of Insurance
  • A copy of your vehicle's registration book (Horse Power)
  • The original and a copy of the driver's driving licence
  • The original Agreed Statement of Facts Form (constat à l'amiable) completed and signed by both parties, if applicable
  • The original Notice of Intended Prosecution (NIP) and or Police Report/Memo, if the accident was reported to the police
  • Police Report/Memo, in case of theft
  • Sketch Plan/Correspondence, if available
  • Photographs of accident spot, if available
  • Photographs of damages to your vehicle, if available
  • An estimate of repairs from your garage. Repairs through the Manufacturer's Authorised Dealer's workshop will only be applicable to vehicles up to 3 years old at the time of accident, subject to acceptance of liability by the company.
  • Any legal notice or report or court summon, if any.
  • Any other documentation to support your claim, if any.




What should I do if I have a car accident?


  • Stop your vehicle. Switch ON your warning lights and check yourself and passengers for injuries.
  • If you or another person are injured. Seek medical attention. Call for immediate assistance the:
    • Police: 999/112
    • SAMU: 114
    • Fire and Rescue services: 115
  • Place your reflecting triangles at a reasonable distance from the rear of your vehicle.
  • Clearly mark the position of the vehicles' wheels and registration number on the surface of the road with a yellow marker or chalk.
  • After having marked the accident area, you may move your damaged vehicle from the road to the nearest safe place, if it is likely to cause an obstruction on the road, and only if, it is safe to do so.
  • If you are in an accident involving casualties or death or damages to infrastructure or property, do not move or interfere with any vehicle involved in the accident or do any other act so as to destroy evidence of the accident.




What should I do if I'm involved in an accident with more than one vehicle?


  • Immediately call the police on 999/112 for assistance or report the accident to the nearest police station.
  • Notify us of the accident at the earliest possible and submit your claim with supporting documents within 5 days.




When and how should I use the Agreed Statement of Facts Form in an accident?


  • The Agreed Statement of Facts Form (constat à l'amiable) can be used in cases of minor road accidents involving 2 motor vehicles, and where both parties agree on the circumstances of the accident.
  • Both drivers must agree on the circumstances of the accident, before filling in the Agreed Statement of Facts Form.
  • Both drivers must ensure they have the following documents:
    • A valid insurance vignette affixed to the windscreen of their vehicle
    • A valid road licence affixed to the windscreen of their vehicle
    • A valid driving licence
    • An agreed statement of facts form
  • The form must be completed on the spot of the accident by each driver.
  • All sections of the forms must be jointly completed and signed. Changes or amendments to information provided on the form will not be accepted after signature.
  • Each driver must keep one copy of the completed and signed form, and submit their copy with their claim to their respective insurers within 5 days.
  • Do not admit liability! It is the insurers of both parties who will determine the respective liabilities of the drivers from the information provided on the form.
  • The Agreed Statement of Facts Form should not be used if:
    • The driver of the other vehicle does not agree with you on the circumstances of the accident
    • More than 2 vehicles are involved in the accident
    • The driver appears to be under the influence of alcohol or drugs
    • There are casualties (Minor, serious or fatal injuries)
    • There is damage to structure and property other than the vehicles involved (e.g. street light poles, guardrails, traffic signs, boundary walls, gates, building etc.)
    • One or both vehicles do not have a valid insurance vignette
    • One or both drivers do hot hold a valid driving licence
    • A Government-owned vehicle is involved in the accident




What should I do if my vehicle is stolen or broken into


  • Immediately report the matter to the nearest police station.
  • The police officer must provide you with a police report or memo acknowledging the theft or burglary.
  • Notify us of the theft or burglary and provide us with the crime reference number at the earliest possible, and within 24hrs.
  • Submit your claim with supporting documents within 5 days.
  • Your claim will then be treated in line with the provisions of your motor insurance policy.




What should I do if my vehicle breaks down on the road?


  • If your vehicle is immobilised on the road or any other place, and you need Emergency Roadside Assistance, call ADA, our 24/7 service provider, on 211 3030.
  • If your vehicle is immobilised due to any mechanical or electrical breakdown, the technician will assist you, on the spot, and will tow your vehicle, if required, to the nearest garage of your choice.
  • If your vehicle is immobilised due to a flat tyre caused by puncture of or damage to tyre/tube/valve or bolts of the tyre, the technician will replace, on the spot, the flat tyre with the spare tyre.
  • If your vehicle is immobilised due to a dead battery, the technician will jump start your vehicle, on the spot, so that you can drive your vehicle to the nearest garage for necessary repairs.
  • If your vehicle is immobilised due to your vehicle running out of fuel or due to incorrect fuel or contaminated fuel, the technician will deliver or replace or change the fuel as may be required, up to a maximum of 5 litres, on the spot. Should it not be possible to do so, the technician will tow your vehicle to the nearest garage of your choice for necessary repairs. The actual cost of the fuel will be borne by you and must be paid directly to the service provider.
  • General exclusions are applicable for the 24/7 Emergency Roadside Assistance in line with the provisions of your motor insurance policy.




What documents do I need to submit for a new motor insurance cover?


  • You will need to submit the following required documents with your completed Motor Insurance Proposal Form:
  • Individual
  1. A copy of your ID Card/Valid Passport
  2. A recent copy of your Utility Bill (less than 6 months old)
  3. Registered Sales Deed (for a new buyer)
  4. Pro Forma Invoice in case of a new car
  5. Your current Driving Licence, if available
  6. Claims History Certificate from previous insurer(s) except for a new car (Upon request from NICG
  7. Inspection report (Upon request from NICG)
  8. Horse Power
  • Corporate

  1. Company/Board Resolution by authorised signatory or signatories
  2. Copy or copies of National Identity Card/Passport of authorised signatory
  3. A recent copy of your Utility Bill (less than 6 months old)
  4. Registered Sales Deed (for new buyers)
  5. Pro Forma Invoice in case of a new car
  6. Your current Driving Licence, if available
  7. Claims History Certificate from previous insurer(s) except for a new car (upon request from NICG
  8. Inspection report (Upon request from NICG)
  9. Horse Power




I want to renew my NIC motor insurance cover. What should I do?


  • You can drop in at any NIC branch office or NIC Post Assurance booth with your Identity Card and Renewal Confirmation Slip, and effect payment for your renewal.




Will I get a replacement car if my vehicle is immobilised, in repairs or stolen?


  • Notify us at the earliest possible and submit your claim with supporting documents within 5 days.
  • Your claim will then be treated in line with the provisions of your motor insurance policy.





© DISCLAIMER 2018 by National Insurance Co. Ltd. All rights reserved. The National Insurance Co. Ltd and NIC General Insurance Co. Ltd are licensed by the Financial Services Commission.

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