Emergency Claim Procedures: The First 24 Hours
What should I do immediately after an accident, theft or house fire?
Safety first, then evidence, then reporting. Make sure everyone is safe and get medical help before anything else. Where a crime or a collision is involved, report to the police and get a case number. Photograph the scene and the damage before anything is moved or cleaned. Take emergency steps to prevent further damage, such as shutting off the water, but do not start permanent repairs until the insurer authorises them.
Key takeaways
- People first: injuries and safety come before any insurance consideration
- Photograph the scene before anything is moved, cleaned or repaired
- Report crimes and collisions to the police and get the case number
- Prevent further damage, but do not start permanent repairs without authorisation
- Save your insurer's emergency number in your phone before you need it
Road Accident: The First Hour
Check for injuries and call emergency services if anyone is hurt. Move vehicles out of traffic only if it is safe and lawful to do so, and switch on hazard lights. Do not admit liability at the scene, even to be polite: fault is decided on evidence, and an apology can be repeated back to you later.
Exchange details with every driver involved: name, identity number, phone number, address, vehicle registration, make and model, and insurer. Photograph all vehicles from several angles, the number plates, the road, the signage and any skid marks. Get witness names and numbers, then report to the police within the period your policy and the law require.
Hijacking and Vehicle Theft
Do not resist. Nothing in your policy is worth your life, and insurers expect compliance rather than heroics. Once you are safe, call the police, then the tracking company if you have one, then your insurer.
You will need the case number, the vehicle details, and usually all sets of keys. If the vehicle is recovered, tell the insurer immediately and do not collect or repair it before they confirm the process, because recovery changes how the claim is handled.
Burglary and Home Invasion
Make sure the property is safe before entering. Call the police and wait for them if there is any chance the intruders are still inside. Do not tidy up, because the scene is evidence and cleaning it removes proof of forced entry.
Photograph the point of entry, the damage and the empty spaces where items stood. Make a list of everything missing, with serial numbers where you have them. Report to the insurer promptly and secure the property against further loss, boarding a broken window or arranging a locksmith, keeping the invoices for those emergency measures.
Fire, Storm and Burst Geysers
For fire, evacuate and call the fire service. Do not re-enter until it is declared safe. For a burst geyser or pipe, shut off the water at the mains and the electricity to the geyser if it is safe to reach the switch. For storm damage, make the property safe and cover openings to stop rain getting in.
Emergency mitigation is expected and usually covered: stopping the water, covering the roof, removing standing water. Permanent repairs are different and need authorisation. Photograph everything at each stage, and keep damaged items until the assessor has seen them, because disposing of them removes the evidence of the loss.
Who to Call, and in What Order
The order is: emergency services if there is danger or injury, police where a crime or collision occurred, your insurer's emergency line, then anyone needed to make the property or vehicle safe. Many policies include emergency assistance that arranges towing, a locksmith, a plumber or an electrician, and using their approved supplier avoids arguments about the bill later.
Save the emergency number, your policy number and your tracking company's number in your phone now, and keep a copy somewhere that does not depend on that phone. In the moment, nobody remembers where the policy schedule is filed.
What Not to Do
Do not admit liability, do not sign anything at the scene that accepts fault, and do not agree a private cash settlement with another driver before you know the extent of the damage. Do not clean up a crime scene or throw out damaged goods. Do not authorise permanent repairs before the insurer agrees.
Finally, do not exaggerate. Adding an item that was not taken, or inflating a value to cover the excess, turns a valid claim into attempted fraud and puts the entire claim and the policy at risk.
Frequently asked questions
Must I report an accident to the police if the damage is minor?
Can I use any tow truck that arrives at the scene?
Am I covered for emergency work to stop further damage?
What if I cannot reach my insurer immediately?
Related guides
- Why Use an Insurance Comparison Site?
- How Insurance Comparison Works
- What to Look for in a Comparison Site
- Comparison Site vs Broker vs Direct Insurer
- How to Read an Insurance Quote
- Best Insurance Comparison Sites in South Africa
- Insurance and Tax: What You Can and Cannot Deduct
- Insurance Claim Checklist: Documents to Have Ready
- How Long Does an Insurance Claim Take?
- Insurance Claim Fraud: What Counts and What It Costs
- Comparison Guides overview