Claims how-to
How to claim on your car insurance
By Sipho Dlamini · 7 min read · Updated 24 June 2026
- Lodge claim
- As soon as possible after the incident
- Usually need
- Policy number, SAPS case number, photos, ID
- You pay
- Your excess before or on repair completion
- Complaints go to
- Your insurer first, then OSTI ombudsman
To claim on your car insurance in South Africa, notify your insurer or broker as soon as possible, give them the incident details and a SAPS case number where needed, then submit photos and any quotes they ask for. The insurer assesses the claim, approves a repairer or settlement, you pay your excess, and the repair or payout is arranged.
A claim is simply you asking your insurer to honour the cover you have been paying for. Knowing the steps and having your paperwork ready makes the process far smoother.
This guide covers what to do, what documents you need, and how long each stage usually takes.
Step 1: Report the incident
Call your insurer or broker as soon as you can. Many insurers also let you lodge online or through an app. Explain what happened, when and where. If it involves theft, hijacking, injury or a hit and run, you will usually need a SAPS case number first, so report to the police promptly.
Step 2: Gather your documents
Typical documents and information a South African insurer asks for:
- Your policy number and ID
- A SAPS case or AR number (for theft, hijacking, injury or where you did not stop)
- Photos of the damage and the scene
- The other driver's details if another vehicle was involved
- Repair quotes if your insurer asks for them
Having these ready upfront speeds the claim up.
Step 3: Assessment
The insurer reviews your claim against your policy. For larger or disputed claims they may send an assessor to inspect the vehicle or appoint an investigator. They check that the cover applies, the cause is covered, and you disclosed everything correctly when you took out the policy. Honest, complete answers here matter.
Step 4: Repair or settlement
If approved, the insurer either sends your car to an approved repairer or, if it is a total loss, offers a cash settlement. You pay your excess at this stage. If the car is repairable, the workshop fixes it and the insurer pays them directly, minus your excess. For a write off, the payout is based on the insured value (retail, market or agreed).
Step 5: Payout and closing the claim
Once the repair is done or the settlement is paid, the claim is closed. Keep a copy of everything. If you are unhappy with the outcome, ask the insurer for the decision in writing and the reasons, then you can escalate internally and, if still unresolved, to the Ombudsman for Short Term Insurance (OSTI).
What can slow a claim down
- Missing a SAPS case number
- Late notification
- Incomplete or contradictory information
- Outstanding premiums at the time of the incident
- Non-disclosure picked up during assessment
- Disputes over fault with a third party
Frequently asked questions
How do I start a car insurance claim?
Contact your insurer or broker as soon as possible after the incident, give them the details, lodge the claim, and supply a SAPS case number, photos and any quotes they request. Many insurers also allow online or app based claims.
What documents do I need to claim?
Usually your policy number, ID, a SAPS case number where required, photos of the damage and scene, the other driver's details if applicable, and sometimes repair quotes. Your insurer will confirm the exact list.
How long do I have to lodge a claim?
Notify as soon as reasonably possible, ideally the same day. Policies require prompt notification, and late reporting is a common reason claims get queried.
Will claiming increase my premium?
Often yes. A claim can affect your future premium and may reset any no claim bonus. Weigh the repair cost against your excess and the longer term premium impact before claiming for small damage.
Do I pay excess on every claim?
Usually yes for accident damage and theft, unless you have an excess waiver or a no fault situation where the at fault driver's insurer pays. Some windscreen or hail claims have lower or no excess depending on the policy.
What if my claim is rejected?
Ask for the rejection in writing with reasons, follow your insurer's internal dispute process, and if you are still unhappy you can lodge a free complaint with the Ombudsman for Short Term Insurance (OSTI).
Can I claim if I missed a premium?
If your policy lapsed because a premium was not paid, you may not be covered for an incident during the lapse. Keep premiums up to date and check your grace period terms with your insurer.
