Question NW52 to the Minister of Transport
29 February 2024 - NW52
Nolutshungu, Ms N to ask the Minister of Transport
What is the (a) total number of cases (i) received and resolved since the establishment of the Road Accident Fund Call Centre, and (b) breakdown of cases that have been waiting for more than five years to be resolved?
Reply:
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.
(a)(i) Since inception of, a total of 201,663 cases were recorded within the Contact Centre. Of these, 193,640 cases were successfully resolved, resulting an overall resolution rate of 96.02%.
(b) None, CRM has been in operation for the past seven months to record, monitor and resolve claim related queries and complaints.