Service Standard Charter

What you can expect from MVA Fund

Service is the solid cornerstone of the Motor Vehicle Accident Fund.  Everything we do is aimed at helping those affected by road crashes – as quickly and effectively as possible – in their time of pain, grief and need.

The MVA Fund Service Standards Charter is our undertaking to the public on the range and standard of service that they can expect when turning to the Fund for help.  We are committed to efficient, helpful and professional service. Claims on our services will be assessed promptly, and benefits determined and delivered with minimum delay.  An elaboration the MVA Fund Service Standards follows.

  • Funeral Assistance
    Funeral claims will be processed within 8 hours if all claim requirements are in order.
  • Medical Assistance
    Emergency medical assistance will be provided within 1 hour of notification. Non-medical claims will be completed within five days of lodging.
  • Loss of Earnings/Income
    Claims processing will be completed within six weeks of receipt.
  • Loss of Support
    Claims processing will be completed within two months from the date of receipt/lodging.
  • Response Time
    We will respond to your approach or query within two working days.
  • Payments
    Compensation offers will be paid within two  days of receipt of acceptance by the claimant.
  • Rehabilitation
    MVA Fund offers three types of rehabilitation to those affected by road crashes:
    • Social Rehabilitation – includes compensation for loss of income, modification and adaptation to work environment.
    • Vocational Rehabilitation – medical, psychological, social and occupational therapy activities aimed at restoring to health injured patients who have work experience, to enable them to return to the labour market.
    • Medical Rehabilitation – medical care and treatment aimed at restoring or developing the functional and psychological abilities of the individual, and if necessary his/her compensatory mechanisms, so as to be as independent and active as possible with the support and education of care givers.
  • Welfare
    claimants for loss of support must ensure that the Fund is informed of any changes in status regarding their lives or the guardianship of minor children.

Road safety and accident prevention

MVA Fund undertakes to:

  • Provide assistance, including grants, to help communities who have identified problems relating to road crashes in their areas.
  • Carry out public awareness initiatives on the activities of the Fund and on issues of road safety.
  • Target young people on road safety and alcohol abuse.
  • Promote road safety at the workplace, by conducting instruction at organisations in the public and private sector.
  • Carry out ongoing research.

Stakeholder Collaboration

The Fund will work towards improving its relationships with a range of stakeholders.

Communication Channels

The Fund has a network of offices at strategic points in the country – namely Gaborone, Francistown, Maun, Palapye, Selibe Phikwe and Kang – to take its services to the people. More offices are planned.