Referral Partner Programme Terms

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1. About these terms

1.1 These terms govern the Claim Pilot Referral Partner Programme (the “Programme”) operated by Moonstone 64 Investments (Pty) Ltd (Registration No. 2016/167956/07), trading as Claim Pilot (“Claim Pilot”, “we”, “us”).

1.2 They apply to every business that Claim Pilot has approved in writing as a Referral Partner (“Partner”, “you”). By making a Referral after approval, you accept these terms.

1.3 These terms apply only between Claim Pilot and the Partner. The relationship between Claim Pilot and a referred customer is governed separately by Claim Pilot’s Terms of Use, Privacy Policy and the customer’s own authority and fee documents.

2. Who may participate

2.1 The Programme is intended for businesses in South Africa that deal with vehicle owners after accidents, such as panel beaters, towing companies and repair businesses. Other businesses may apply.

2.2 Participation is subject to Claim Pilot’s prior written approval, which Claim Pilot may give, refuse or make subject to conditions at its discretion. Claim Pilot may ask for business registration, contact, tax and banking information before approving an applicant.

2.3 Approval is personal to the approved business. It may not be transferred, ceded or shared without Claim Pilot’s prior written approval.

2.4 Claim Pilot may suspend or end a Partner’s participation by written notice (email is sufficient), subject to clause 13.

3. Customer consent and personal information (POPIA)

3.1 Before making a Referral, the Partner must obtain the customer’s consent (a) to being referred to Claim Pilot, and (b) to the Partner sharing the customer’s personal information with Claim Pilot for that purpose. The Partner must also tell the customer that the Partner may receive a referral fee from Claim Pilot.

3.2 The Partner may share only the information reasonably needed for Claim Pilot to contact the customer, and only through the channel Claim Pilot specifies.

3.3 The Partner must process customers’ personal information lawfully, in line with the Protection of Personal Information Act 4 of 2013 (POPIA), keep it secure, and not use it for any other purpose connected with the Programme.

3.4 The Partner must keep a record of each customer’s consent and provide it to Claim Pilot on request. Claim Pilot may treat a Referral as invalid if consent cannot be confirmed.

3.5 Claim Pilot processes referred customers’ information under its Privacy Policy. Claim Pilot will share with the Partner only what is needed to administer the Programme (for example, whether a Referral has qualified), unless the customer agrees otherwise.

4. What counts as a Referral

4.1 A “Referral” is the introduction, by an approved Partner, of a customer who may have a claim against a third party for vehicle or property damage, made with that customer’s consent through the channel Claim Pilot specifies, and recorded by Claim Pilot as coming from that Partner.

4.2 Recording a Referral does not mean Claim Pilot has accepted the matter or that a fee is payable.

5. Qualifying Referral

5.1 A Referral becomes a “Qualifying Referral” only when all of the following are true:

1. it was made by an approved Partner;
2. the customer consented to being referred and to their personal information being shared with Claim Pilot;
3. it is a genuine new matter: it is not a duplicate, not already active with Claim Pilot, not already known to Claim Pilot through another source, not fraudulent and not self-generated (see clause 8);
4. the customer has completed Claim Pilot’s onboarding;
5. the customer has supplied the information and evidence Claim Pilot reasonably requires;
6. Claim Pilot has assessed the matter and accepted it for pursuit; and
7. Claim Pilot has formally submitted the claim and supporting evidence to the responsible party’s insurer or, where no insurer is involved, to the responsible party directly.

5.2 The date on which the last of these conditions is met (normally the date of formal submission under clause 5.1(g)) is the “Qualification Date”. The referral fee is earned on the Qualification Date and becomes payable under clause 7.

5.3 For clarity, none of the following on its own earns a fee: providing a customer’s name or phone number; a Partner enquiry or application; a customer contacting Claim Pilot; the start of onboarding; incomplete onboarding; or a matter that Claim Pilot declines or does not formally submit.

5.4 Once a Referral has qualified, the fee does not depend on whether the claim is later accepted by the insurer or responsible party, or on any settlement, payout, recovery or amount. Except under clause 9, a fee already earned is not reversed if the claim later fails.

6. Claim Pilot’s discretion

6.1 Claim Pilot alone decides whether to accept, pursue and formally submit any matter, taking into account the merits, the evidence, economics, service scope, conflicts, and legal and regulatory considerations.

6.2 Claim Pilot is not obliged to accept or submit any Referral. If Claim Pilot does not formally submit the claim, for any reason (including the customer withdrawing before submission), the Referral does not qualify and no fee is payable.

6.3 Claim Pilot is not liable to the Partner for any decision not to accept or submit a matter, or for the time taken to assess or submit it.

7. Referral fee and payment period

7.1 Qualifying referrals may earn an approved Referral Partner a referral fee.

The amount of the referral fee applicable to a Referral Partner will be agreed in writing between Claim Pilot and that approved Referral Partner.

Submitting an interest enquiry, being contacted by Claim Pilot, or referring a customer before approval does not by itself create any entitlement to a referral fee.

7.2 The referral fee is not a percentage of, and is not linked to, any claim value, recovery, settlement or payout. No referral fee amount, percentage or formula is stated on this website.

7.3 Only one referral fee is payable per matter. Where more than one Partner refers the same matter, only the first approved Partner whose valid Referral Claim Pilot recorded first may earn the fee. No fee is payable where Claim Pilot already knew of the matter through another source before the Partner’s Referral. Where several vehicles or claimants arise from one incident, Claim Pilot will decide, acting reasonably, whether they are separate matters.

7.4 The payment timing applicable to qualifying referrals will be set out in the written commercial terms provided to the approved Referral Partner. Payment runs from the later of the Qualification Date and Claim Pilot’s receipt of a valid invoice and the payment information in clause 11.

No payment date or payment period is created merely by submitting an interest enquiry through this website.

7.5 The referral fee is the Partner’s only compensation under the Programme. Claim Pilot does not reimburse the Partner’s costs or expenses.

7.6 Any partner-specific referral fee, payment timing or additional commercial terms agreed in writing between Claim Pilot and an approved Referral Partner form part of that Referral Partner’s programme terms.

8. Duplicate and non-qualifying Referrals

8.1 A Referral does not qualify if it is: (a) a duplicate of a Referral already recorded; (b) a matter already active with Claim Pilot; (c) a matter already known to Claim Pilot through another source (for example the customer contacting Claim Pilot directly, advertising or another Partner); (d) self-generated, meaning the customer is the Partner itself, its owners, directors, members or employees, or the matter concerns the Partner’s own vehicle or property, unless Claim Pilot agreed otherwise in writing beforehand; or (e) fraudulent or based on false or misleading information.

8.2 Claim Pilot’s decision on whether a Referral is a duplicate or already known is final, subject to clause 14.3.

9. Fraud and abuse

9.1 The Partner must not: submit false, fabricated or misleading information; stage, exaggerate or split any claim; pressure or mislead customers; offer customers any payment or inducement to use Claim Pilot; or misuse Claim Pilot’s name or materials.

9.2 If Claim Pilot reasonably believes that fraud or abuse has occurred, it may: withhold any fee for the affected Referrals; recover or set off any fee already paid for them; suspend or end the Partner’s participation immediately; and report the matter to the relevant insurer or authority where appropriate.

10. The Partner’s role

10.1 The Partner is an independent business. The Partner is not Claim Pilot’s employee, agent, representative, partner or joint-venture party, and is not an insurer, broker or attorney acting for Claim Pilot.

10.2 The Partner has no authority to bind Claim Pilot, accept matters on its behalf, sign any document for it, or receive any money on its behalf.

10.3 The Partner must not promise or suggest to any customer that a claim will be accepted, recovered or settled, what amount may be recovered, or how long anything will take.

10.4 The Partner must not give legal or insurance advice on Claim Pilot’s behalf, and must not describe Claim Pilot as an insurer or a law firm.

10.5 The Partner must use only descriptions and materials approved by Claim Pilot, and may not use Claim Pilot’s name or logo in its own advertising without prior written approval.

10.6 The Partner must not make any repair, towing, storage or release of a vehicle conditional on the customer using Claim Pilot. The customer remains free to decide whether to use Claim Pilot.

11. Payment information

11.1 Before any payment, the Partner must provide: its registered business name and registration number (if any); a contact person; banking details in the business’s own name, with bank confirmation; its income tax number; and its VAT number, if VAT-registered.

11.2 The Partner must submit an invoice (a valid tax invoice if VAT-registered) that refers to Claim Pilot’s matter reference for each Qualifying Referral.

11.3 Referral fees are stated exclusive of VAT unless Claim Pilot confirms otherwise in writing.

Where an approved Referral Partner is registered for VAT and VAT is properly chargeable, VAT may be added to the referral fee against a valid tax invoice meeting applicable requirements.

Where the Referral Partner is not VAT-registered, no VAT is added merely because a referral fee is payable.

11.4 Payment is made only by EFT into the verified business account. No cash payments are made. Claim Pilot may re-verify banking details before the first payment and after any change. Changes to banking details must be made in writing and are subject to verification.

11.5 The Partner is responsible for its own tax affairs.

12. No guarantee

12.1 Claim Pilot does not guarantee any number of Referrals, Qualifying Referrals or fees, or the outcome of any customer’s claim. Third-party claims may be disputed, delayed, reduced or rejected.

13. Changes to the Programme

13.1 Claim Pilot may change, suspend or end the Programme or these terms by written notice to Partners. Changes apply only to Referrals made after the change takes effect.

13.2 No change, suspension or ending of the Programme, and no ending of a Partner’s participation (other than under clause 9), removes or reduces a fee already earned, or affects a Referral made before the change, which may still qualify under the terms that applied when it was made.

14. General

14.1 These terms are governed by the law of the Republic of South Africa, and the South African courts have jurisdiction.

14.2 The Partner may not cede, assign or transfer its Partner status, or any right to a fee, without Claim Pilot’s prior written approval.

14.3 Claim Pilot’s records of Referrals, their dates, qualification status and payments are prima facie evidence of their contents, subject to obvious or manifest error. The Partner may query any record in writing to info@claimpilot.co.za.

14.4 Notices may be given by email: to Claim Pilot at info@claimpilot.co.za, and to the Partner at the email address Claim Pilot has on record.

14.5 If any provision is found unenforceable, the rest of these terms remain in effect. A failure or delay in enforcing any right is not a waiver of it.