Readability of Banking Details Submitted for Claim Payouts

26/11/2025

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1. INTRODUCTION

We would like to remind all staff of the importance of ensuring that clients provide clear and readable banking details when submitting claim documents. This is crucial to prevent delays, incorrect payments, and unnecessary follow-ups.

2. OVERVIEW

When collecting a client’s banking details, please ensure the following:

Bank confirmation letters / statements must be readable, with:

● Account holder’s name clearly visible

● Account number clearly visible

● Bank name and branch details readable

If a copy of a bank card is submitted (e.g., Capitec):

● The card must show the account holder’s name

● The card must show the full account number

● All required digits must be visible and not covered

● Ensure the image is clear and not faded or blurry

If the information provided is unclear, please request a better copy before submitting it on IonBase.

This quality check is essential for accuracy and ensures that our service standards remain high while protecting both the client and the business.

Thank you for your cooperation and attention to detail.

By order

LOUWRITA BURGER

Compliance Manager

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Download this memo here:

M174 - Readability of Banking Details Submitted for Claim Payouts.pdf

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