The Road Accident Fund has launched its upgraded contact centre, now fully operational, as part of its ongoing efforts to protect claimants from exploitation by middlemen.
As part of our transformation journey, the Road Accident Fund (RAF) has embarked on efforts to make it easier for victims of road accidents to claim.
According to the RAF, to achieve this, the Fund has implemented a Customer Relationship Management (CRM) solution. “At the heart of this is our very serious pushback against legal practitioners, who have long turned the RAF into a cash cow.”
“The CRM initiative empowers the RAF to own its relationship with the claimant, and essentially provide an enterprise-wide solution to manage claimant interactions from the moment the claim is registered on the system, to the point where it is finalised,” Said the Road Accident Fund
“The solution enables the Fund to optimise its query resolution handling and act as a central point for all key information and documentation relating to claims and legal administration,”
“A new contact centre number, 087 820 1 111, has also been allocated, bolstered by an increased human resource capability of 300 staffers. This is to improve the RAF’s responsiveness to claimants. These latest efforts are part of the Fund’s commitment to make it the “Year of the Claimant”.
The RAF Chief Executive Officer, Collins Letsoalo, said: “The CRM solution will transform the Fund into a more efficient organisation in alignment with the RAF’s organisational systems modernisation strategy.
Letsoalo further said, “This will be done through improved processes, better management of turn-around times and general improvement in relationship management with claimants.”
