Quick Answer: The 5 Non-Negotiables
- SLA Compliance: 60-minute emergency response, 4-hour standard. Maintain 95%+.
- GPS Proof of Attendance: Verified location within 40m of job address, timestamped.
- DAS Tracking: Claim reference number captured for every job (Digicall or panel-specific).
- COC Documentation: Certificates of Compliance for all electrical, plumbing and gas work.
- Professional Reporting: Minimum 5 photos, detailed findings, recommendations per job.
The Major SA Insurance Panels
| Insurer | DAS System | SLA Standard | Notes |
|---|---|---|---|
| Santam | Digicall (primary) | 60-min emergency / 4-hour standard | Largest short-term insurer. Strictest compliance. |
| OUTsurance | In-house + Digicall | 60-min / 4-hour | Fast claim processing. Growing panel. |
| Telesure Group | Panel-specific | 60-min / 4-hour | Includes Budget, 1st for Women, Auto & General, Virseker. |
| Old Mutual Insure | Panel-specific | 60-min / 4-hour | Includes iWYZE, Mutual & Federal. |
| King Price | Panel-specific | 60-min / 4-hour | Growing fast. Good volume. |
| MiWay | Panel-specific | 60-min / 4-hour | Established mid-tier. |
| Discovery Insure | In-house | 60-min / 4-hour | Newer, growing rapidly. |
| Hollard | Panel-specific | 60-min / 4-hour | Commercial focus. |
SLA Requirements in Detail
The Two Tiers
Emergency (60 minutes): Geyser burst with active water damage. Electrical fault leaving occupants vulnerable. Gas leak. Roof leak during rain. No power to medical equipment.
Standard (4 hours): Geyser not heating (no burst). Non-critical electrical fault. Blocked drain (inconvenience, not flooding). Door lock repair. Minor roof issues.
When Does the SLA Clock Start?
What Counts as Arrival
| Action | Counts as SLA Met? |
|---|---|
| Phone call: "I'm on my way" | ❌ No |
| Arrive in the suburb / area | ❌ No |
| Park outside the property | ❌ No |
| GPS check-in within 40m of address | ✅ Yes, timestamped proof |
SLA Compliance Thresholds
| Compliance Rate | Status | Insurer Response |
|---|---|---|
| 95–100% | Excellent | Preferred contractor status |
| 90–94% | Good | No concerns |
| 85–89% | Warning | Informal notice |
| 80–84% | Formal warning | Review scheduled |
| 75–79% | Probation | Action plan required |
| Below 75% | Panel removal | Contract termination |
DAS Systems, What You Need to Know
DAS (Damage Assessment Service) is the third-party system managing claim flow between insurer and contractor. Digicall is the most widely used in SA.
The Digicall Workflow
- Customer calls insurer → insurer logs claim → DAS (Digicall) assigns to nearest/available contractor
- You receive SMS: "New claim DIG-2026-045123, geyser burst, 22 Millbrook Crescent, Sandton. Emergency. Contact: 082 123 4567"
- You must accept within 5 minutes (or it gets reassigned)
- Assign to nearest available team, SLA clock is running
- Team GPS check-in at property within 60 minutes
- Complete job, upload photos, COC, report
- Submit via DAS, insurer validates, payment 30–45 days
COC Requirements by Trade
| Trade | Work Type | COC Required? |
|---|---|---|
| Electrical | ||
| Electrical | DB board work, new circuits, earth leakage | ✅ Always |
| Electrical | Single breaker replacement | ⚠️ Depends on insurer |
| Electrical | Light fitting replacement | ❌ Usually not |
| Plumbing | ||
| Plumbing | Geyser installation, water mains | ✅ Always |
| Plumbing | Tap washer, toilet repair (not replacement) | ❌ Usually not |
| Gas | ||
| Gas | Gas geyser, stove connection, LPG cylinder, any pipe work | ✅ Always |
COC must include: Certificate number · Contractor details + PIRB registration · Work performed (detailed) · Address · Date of work and issue · Signature and stamp.
Without a required COC, the claim will be rejected by the insurer, regardless of how good the work was.
Photo Requirements
Minimum 5 photos per job for insurance claims. Best practice: 10–15.
- Before photos (minimum 3), showing the damage and cause
- During work photos (2–3), showing the repair process
- After photos (minimum 3), showing completed work
- Materials used photo, showing brand and specification of replacement parts
- COC photo, showing the certificate if applicable
In PMC, photos are mandatory before a job can be marked complete. The system won't let a technician close the job without uploading the minimum required images, no exception, no override.
Comeback Rate, The Often Overlooked Requirement
A comeback is when you return to a job because your original work failed or was incomplete. Insurers track this separately from SLA compliance.
| Comeback Rate | Status |
|---|---|
| Under 5% | Excellent |
| 5–8% | Acceptable |
| 8–15% | Warning territory |
| Over 15% | Panel suspension risk |
Software That Protects Your Panel Status vs Software That Doesn't
ServCraft, Tradify, Eworks, Jobber and Housecall Pro can all be used for insurance work. None of them are purpose-built for it. Using them means tracking SLA compliance manually in a spreadsheet, capturing DAS reference numbers separately, chasing COC attachments, and hoping your photo compliance is sufficient. That's exactly how SLA breaches happen, not because your team was slow, but because the manual tracking failed.
| Requirement | PMC Panel Pro | ServCraft | Tradify |
|---|---|---|---|
| SLA countdown with alerts | ✅ Automatic | ❌ Manual | ❌ Manual |
| DAS reference field | ✅ Required field | ❌ None | ❌ None |
| GPS 40m attendance proof | ✅ Enforced | ⚠️ Tracking only | ⚠️ Basic GPS |
| COC library + auto-attach | ✅ Built-in | ⚠️ Manual | ⚠️ Manual |
| Mandatory photos before close | ✅ Enforced | ⚠️ Optional | ⚠️ Optional |
| Insurance email parser | ✅ PMC only | ❌ | ❌ |
| AI report generation | ✅ Add-on R199 | ❌ | ❌ |
| Price | R350/month | ~R300+/month | ~R320+/month |
Getting on a Panel, Requirements Checklist
- ✅ PIRB registration (electrician / plumber / gas fitter as applicable)
- ✅ Public liability insurance, R5M+ coverage minimum
- ✅ Professional indemnity insurance
- ✅ Registered company (PTY Ltd or CC)
- ✅ Valid tax clearance certificate
- ✅ Business bank account
- ✅ GPS tracking software (preferred by insurers, shows professional operation)
- ✅ Reference letters from existing clients
- ✅ CIDB registration (for certain work types and thresholds)
PMC Panel Pro, Built for Insurance Panel Compliance
Automated SLA tracking. GPS attendance proof. Insurance email parser. AI reports. R350/month. 30-day free trial.
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