Frequently Asked Questions
Find answers to common questions about ACRE Africa insurance claims and processes
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Understanding Index Insurance
What is index insurance and how does it work? +
Index insurance pays out based on predetermined weather or satellite data triggers rather than individual farm assessments. When weather conditions (like rainfall or temperature) reach certain thresholds that typically cause crop losses, payouts are automatically triggered for all farmers in the affected area.
Key Benefits:
- Fast payouts (within 24 hours for ACRE Africa)
- No need for individual farm visits
- Lower administrative costs = lower premiums
- Transparent, objective triggers
Why might my payout differ from my actual losses? +
Index insurance pays based on area-wide weather conditions, not individual farm losses. This means:
- Basis Risk: Your specific farm may experience different conditions than the regional average
- Trigger Thresholds: Payouts only occur when conditions exceed predetermined trigger levels
- Partial Triggers: Reduced payouts when conditions partially meet trigger criteria
- Coverage Limits: Maximum payout amounts are set based on premium paid
Important: Index insurance is designed to cover widespread weather-related losses, not localized damage from pests, diseases, or other site-specific issues.
What is NDVI and how does it work? +
NDVI (Normalized Difference Vegetation Index) is a satellite-based measurement of vegetation health and growth. It works by:
- Analyzing light reflected from crops using satellite imagery
- Measuring vegetation density and health over time
- Comparing current vegetation levels to historical averages
- Triggering payouts when vegetation health falls below thresholds
Advantages: NDVI can detect crop stress from various causes including drought, flooding, pests, and diseases, providing more comprehensive coverage than rainfall-only indices.
Claims Process & Timing
How long do payouts typically take? +
ACRE Africa has revolutionized claims processing with blockchain technology:
| Product Type | Processing Time | Method |
|---|---|---|
| Weather Index Insurance | Within 24 hours | Fully automated blockchain processing |
| Picture-Based Insurance | 1-3 days | AI analysis + verification |
| Hybrid Products | 2-5 days | Index triggers + field verification |
| Traditional Products | 5-10 days | Manual assessment required |
Achievement: ACRE Africa processes 100% of weather index claims within 24 hours, compared to industry averages of several days or weeks.
Do I need to submit a claim manually? +
For most ACRE Africa products, no manual claim submission is required:
- Weather Index Products: Automatic payouts when triggers are met
- Replanting Guarantee: Automatic coverage with seed purchases
- Blockchain Integration: Smart contracts automatically execute payouts
- SMS Notifications: You'll receive alerts when payouts are processed
Manual Claims Required For:
- Picture-based insurance (submit crop photos)
- Hybrid products (additional verification needed)
- Appeals or disputes
- Payment method changes
What causes delays in payout processing? +
Common reasons for delays include:
Technical Issues:
- Mobile money system maintenance
- Bank processing delays (weekends/holidays)
- Network connectivity problems
- System updates or maintenance
Account Issues:
- Incorrect payment details
- Inactive mobile money accounts
- Account verification requirements
- Name mismatches between policy and payment account
Action Required: Contact support immediately if your payout is delayed beyond the expected timeframe for your product type.
Payment Methods & Options
What payment methods are available? +
ACRE Africa offers multiple payout options:
| Method | Countries | Processing Time | Notes |
|---|---|---|---|
| M-Pesa | Kenya, Tanzania | 1-2 hours | Most popular, instant confirmation |
| Mobile Money | All countries | 2-4 hours | Airtel Money, MTN, Tigo Pesa |
| Bank Transfer | All countries | 1-2 business days | May require additional verification |
| sip.trading Crypto | Subject to approval | Variable | Optional, regulatory compliance required |
Is crypto payout via sip.trading available in my country? +
Important: Crypto payouts via sip.trading are optional and subject to multiple factors:
- ACRE Africa Policy: Must be approved by ACRE Africa for your specific product
- Local Regulations: Must comply with cryptocurrency regulations in your country
- Partner Acceptance: Local insurance partners must support crypto payouts
- KYC/AML Requirements: Additional verification may be required
Current Status: Crypto payouts are being evaluated on a case-by-case basis. Always provide a backup payment method (mobile money or bank transfer) when selecting crypto payout option.
To Check Availability: Contact ACRE Africa support with your location and product type for current crypto payout availability.
Can I change my payment method after submitting a claim? +
Yes, but timing matters:
- Before Processing: Contact support immediately to update payment details
- During Processing: Changes may not be possible once payout is initiated
- After Processing: If payment fails, you can provide new details for retry
Best Practice: Verify your payment details are correct before submitting claims to avoid delays.
Eligibility & Coverage
What if my claim is rejected? +
Common rejection reasons and solutions:
Common Rejection Reasons:
- Event occurred outside coverage period
- Weather conditions didn't meet trigger thresholds
- Premium payments not up to date
- Farm location outside covered area
- Insufficient or unclear documentation
Appeal Process:
- Review the specific rejection reason
- Gather additional supporting evidence
- Contact ACRE Africa support within 30 days
- Submit appeal with policy number and claim reference
- Allow 5-10 business days for appeal review
Appeal Requirements: Include policy documentation, claim reference number, detailed explanation of circumstances, and any additional supporting evidence.
When do payouts typically occur during the season? +
Payout timing depends on the type of trigger and crop stage:
| Trigger Type | Typical Timing | Purpose |
|---|---|---|
| Early Season Drought | Planting period | Enable replanting or alternative crops |
| Mid-Season Stress | Growing period | Support crop management and inputs |
| Late Season Events | Near harvest | Compensate for yield losses |
| Excess Rainfall | Any critical period | Support recovery and replanting |
Timely Support: ACRE Africa's fast processing ensures farmers receive payouts when they need them most - during the growing season when they can still take corrective action.
What if I haven't received my payout? +
Steps to take if your payout is missing:
- Check Your Account: Verify mobile money or bank account for recent transactions
- Verify Timing: Ensure expected processing time has passed for your product type
- Check Status: Use the claim tracking system to verify payout status
- Contact Support: If payout shows as completed but not received, contact support immediately
- Provide Details: Have your claim reference, policy number, and payment details ready
Important: Report missing payouts within 7 days of the expected processing time for fastest resolution.
Technical & Account Issues
How do I update my contact information? +
To update your contact details:
- Phone Number: Contact ACRE Africa support with your policy number and new phone number
- Address: Provide updated address information through official channels
- Payment Details: Update mobile money or bank account information before next claim
- Email: Add or update email address for notifications
Verification Required: You'll need to provide identification and policy documentation to update contact information for security purposes.
What if I lose my policy documents? +
Don't worry - your policy information is stored digitally:
- SMS Records: Check your phone for original policy confirmation SMS
- Partner Records: Contact the dealer or agent who sold you the policy
- ACRE Africa Records: Contact support with your phone number and identification
- Payment Records: Mobile money or bank transaction records can help locate your policy
Digital Records: ACRE Africa maintains digital records of all policies, so physical document loss doesn't prevent claim processing.
How is my personal information protected? +
ACRE Africa implements comprehensive data protection measures:
Technical Security:
- End-to-end encryption for all data transmission
- Secure cloud storage with access controls
- Regular security audits and updates
- Blockchain technology for transaction security
Privacy Compliance:
- Compliance with local data protection laws
- Limited data retention periods
- Restricted access to authorized personnel only
- Regular privacy policy updates
Crypto Security: Wallet addresses and crypto payment details receive additional encryption and are processed through secure, compliant channels.
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