Customer Service Network (CSN) is a concept of the Road Accident which is aimed at accelerating, inter alia, delivery of the Road Accident Fund mandate through a central coordination of all customer touch-points in all provinces and to create a wider geographical reach and physical presence for our customers. Currently CSN increased its geographical footprint to a total number to 75 Customer Service Centre's countrywide.
The key focus areas and objectives of the Customer Service Network (CSN) are to:
Pro-actively gather road accident facts and customer information to help reduce lag time prior to lodging claims and improve the rate of benefit processing
Improving the RAF’s accessibility and visibility to the public
Direct and early involvement in rehabilitation of road accident victims
Improving customers and stakeholders’ perception of the RAF
To proactively advise and represent victims of road accidents & service providers to the RAF and to actively engage to assist in the rehabilitation of the patient
Provide accessibility to RAF products and services and also act as a brand theatre for the Fund
Provide greater accessibility to the claimant and the various stakeholders, over extended hours through technology.
Provide an administrative and support function for the RAF across all available channels
Provide accessibility to communities where RAF does not have physical presence
CSN comprises of various Support Channels (service centre's) which are used to translate the business objectives into tangible outcomes:
Hospital Service Centre's (HSC) The RAF through its Hospital Service Centre's provides easy access for road accident victims directly at the hospital and provides claimants with a peace of mind while on the road to recovery.
Key Focus Areas:
Advise road accident victim(s) on their rights to appropriate cover
Represent the claimant from pre-lodgment through to settlement of claim
Assist hospitals with lodgment of supplier’s claim
Proactive collect information on behalf of claimants and hospitals
Plan the medical and rehabilitation process for seriously injured road accident victims
Interface for anyone who wants to interact with the RAF
Community Service Centre's (Walk-In Centre's)
Key Focus Areas:
Educating the public about RAF’s key service offerings (products)
Create convenient access for RAF customers
Proactive collection information on behalf of claimants and hospitals.
Involved in community brand activations
Mobile Customer Service Centre
The RAF Mobile Unit provides assistance where the Fund does not have immediate physical presence and in the periphery of the Republic of South Africa.
Ensure that all victims receive the appropriate support
Capture all documents at the scene of the accident
Collect and submit information for origination and finalisation of the claims process
Provide ongoing support to road accident victims, through direct and early involvement in the rehabilitation of road accident victims