Claims how-to
How to claim after car theft or a hijacking
By Sipho Dlamini · 7 min read · Updated 24 June 2026
- Report to SAPS
- Immediately, to get a case number
- Notify insurer
- As soon as possible after reporting
- Often required
- Tracking device, gear lock or alarm
- If not recovered
- Settled as a total loss, less excess
After a car theft or hijacking in South Africa, get to safety, report it to the SAPS straight away to get a case number, then notify your insurer as soon as possible. You will need the case number, your keys, and proof you met any security requirements. If the car is not recovered, the insurer settles it as a total loss based on your insured value, less excess.
Theft and hijacking are high risk in many areas, so insurers often attach conditions like trackers and gear locks. Meeting those conditions is key to a clean claim.
This guide explains the steps, the paperwork, and the common pitfalls.
Stay safe first
In a hijacking, do not resist. Hand over the car and comply. Your life is worth far more than any vehicle, and insurers expect you to prioritise safety. Once you are safe, phone 10111 for the police and report what happened.
Report to the SAPS
Report the theft or hijacking to the police as soon as you can. You will be given a case number (CAS number) which your insurer will require. Give an accurate account, including where and when the vehicle was last seen and any tracking information. For a hijacking, mention if you were threatened or injured so it is recorded correctly.
Notify your insurer
Contact your insurer or broker promptly. They will open a claim and tell you what they need. Typical requirements include the SAPS case number, all the car's keys and remotes, proof of any required security devices, and your ID and policy number. If a tracking company is involved, they may attempt recovery first.
Security conditions and why they matter
Many South African policies require approved security such as a tracking device, gear lock, alarm or immobiliser, especially for higher risk vehicles and areas. If you did not have a required device fitted or active, the insurer may reduce or reject the claim. Keep proof that devices were installed and maintained.
If the car is not recovered
If the vehicle is not found within the insurer's waiting period, it is settled as a total loss. You receive the insured value (retail, market or agreed) minus your excess and any outstanding finance the insurer pays off. Hand in all keys and documents. If you owe more than the payout, credit shortfall cover helps close the gap.
If the car is recovered
If the police or a tracker recover the car, the insurer assesses the damage. Minor damage is repaired and the claim handled like an accident. If it is stripped or badly damaged, it may still be written off. Either way you usually pay the relevant excess.
Frequently asked questions
What do I do if my car is stolen in South Africa?
Report it to the SAPS immediately to get a case number, then notify your insurer as soon as possible. Provide the case number, your keys and proof of any required security devices when you lodge the claim.
Should I resist a hijacking?
No. Comply, hand over the car, and protect your life. Report to the police once you are safe. Insurers expect you to prioritise personal safety over the vehicle.
Will my claim be rejected if I had no tracker?
If your policy required a tracking device, gear lock or other security and it was not fitted or active, the insurer may reduce or reject the claim. Always meet and keep proof of your security conditions.
How long until a stolen car is declared a total loss?
Insurers apply a waiting period to allow for recovery, after which the car is settled as a total loss if not found. The exact period varies by insurer, so confirm it with yours.
Do I need a case number to claim for theft?
Yes. A SAPS case (CAS) number is essential for theft and hijacking claims. Report to the police as soon as possible to obtain it.
What if I still owe money on a stolen car?
The settlement first clears your finance. If the payout is less than the outstanding balance, you may face a shortfall, which credit shortfall (top up) cover is designed to cover.
Are my keys important for a theft claim?
Yes. Insurers usually ask for all keys and remotes to confirm the car was not handed over voluntarily or left unsecured. Missing keys can complicate the claim.
