Car Insurance Guide

How to claim car insurance in South Africa

Written by Chloe Adams Managing Editor Reviewed by Nomsa Dlamini RE5 qualified · 12 years in short-term insurance Updated 25 July 2026 Our editorial standards →

How do you claim car insurance in South Africa?

To claim car insurance in South Africa: make sure everyone is safe, report the incident to the police within 24 hours and get a case number, gather the other party's and any witnesses' details plus photos, then contact your insurer to lodge the claim as soon as possible. Your insurer appoints an assessor, you pay your excess, and approved repairs or a payout follow.

Key takeaways

Safety first, then report to the police and get a case number.
Gather details and photos at the scene - they support your claim.
Lodge the claim with your insurer as soon as possible.
You pay your excess; the insurer covers the approved balance.

Step 1: Make sure everyone is safe

Check for injuries and call emergency services if anyone is hurt. Move to a safe place if possible, and switch on hazard lights. Do not admit fault at the scene.

Step 2: Report to the police

Report the accident, theft or hijacking to the police, usually within 24 hours, and get a case (CAS) number. Insurers require this reference to process most claims.

Step 3: Gather details and evidence

At the scene, collect:

The other driver's name, ID, contact details, vehicle registration and insurer
Names and numbers of any witnesses
Photos of the vehicles, damage, number plates and the scene
The date, time and location

Step 4: Lodge your claim

Contact your insurer as soon as possible and provide your policy number, the police case number, the details you gathered and a description of what happened. Submit any documents they request promptly.

Step 5: Assessment, excess and repair

Your insurer appoints an assessor to inspect the damage and confirm cover. You pay your excess, and the insurer pays the approved balance - either repairing the car at an approved panel beater or paying out if it's a write-off.

Theft and hijacking claims

For theft or hijacking, report to the police immediately, get a case number, and notify your insurer straight away. Comprehensive and third-party fire & theft policies cover this; third-party only cover does not.

Common reasons claims are rejected

Driving under the influence of alcohol or drugs
An unlicensed or unlisted driver
Unpaid premiums or a lapsed policy
Using the car for an uninsured purpose
Not reporting the incident or providing false information

Frequently asked questions

How long does a car insurance claim take in South Africa?

It varies by insurer and complexity, but straightforward claims are often settled within a few days to a few weeks once the assessor has inspected the damage and all documents are in.

Do I have to pay excess when I claim?

Usually yes. The excess is the fixed amount you pay towards a claim, with the insurer covering the approved balance. A higher excess lowers your premium but means you pay more at claim time.

Can my car insurance claim be rejected?

Yes. Common reasons include driving under the influence, an unlicensed driver, unpaid premiums, using the car for an uninsured purpose, or providing false information.

What if the accident wasn't my fault?

Still report it and claim through your own insurer, who may recover costs from the at-fault party's insurer. Gather the other driver's details and evidence at the scene to support this.

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