Question NW3732 to the Minister of Transport
08 January 2024 - NW3732
Nolutshungu, Ms N to ask the Minister of Transport
Considering that the Road Accident Fund (RAF) has launched a customer relations management tool to improve the finalisation of RAF claims, (a) what total number of (i) claims have been finalised since the launch of the specified programme and (ii) cases are still outstanding and (b) how long will it take to clear the backlog?
Reply:
(a)(i) The Customer Relations Management (CRM) solution is not a claims processing solution, but a Customer contact solution that provides communication platform with claimants and other stakeholders, where claimants can interact with the RAF to enquire and follow up all claims related matters. The CRM solution intends to centralise and optimize all queries handling and become a central point for all key communication information. The solution.
(ii) N/A
(b) We hope that the CRM solution will assist with expediting resolution of the claims backlog.
It must however be noted that if we continue to pay in lumpsums, the backlog may take up to five years to clear, because of liquidity challenges, however; if the legislative changes proposed in the RAF amendment Bill are approved and enable the RAF to pay in instalments for loss of earnings and loss of support benefits, then the backlog could be cleared in less than two years.