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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