Home Insurance Guide

How to claim home insurance, step by step

Written by Chloe Adams Managing Editor Reviewed by Nomsa Dlamini RE5 qualified · 12 years in short-term insurance Updated 26 July 2026 Our editorial standards →

How do I claim home insurance in South Africa?

To claim home insurance, make sure everyone is safe and prevent further damage, then report the incident to the police if it involves theft or malicious damage and get a case number. Notify your insurer as soon as possible, document the damage with photos and a list of affected items, submit the claim with supporting documents, and an assessor may inspect before the insurer approves and pays the claim, minus your excess.

Key takeaways

Safety first, then prevent further damage - but don't dispose of damaged items until the insurer agrees.
Get a police case number for theft, break-ins or malicious damage.
Report the claim to your insurer as soon as possible, within any stated time limit.
Document everything: photos, a list of damaged or stolen items, and proof of ownership where you can.
Honest, complete disclosure and up-to-date premiums are what keep a valid claim from being rejected.

Step 1: Make safe and limit further damage

Check that everyone is safe. Take reasonable steps to prevent further loss - close a burst pipe's stopcock, cover a damaged roof, or secure a broken door or window. Keep any receipts for emergency repairs, as these are often claimable. Do not throw away damaged items until your insurer has agreed, as they may need to inspect them.

Step 2: Report theft or malicious damage to the police

If your claim involves theft, a break-in or malicious damage, report it to the South African Police Service and get a case number. Insurers require it for these claims, and you usually need to report within a set time.

Step 3: Notify your insurer and document the loss

Contact your insurer as soon as possible - policies set a maximum time to report a claim. Then build your evidence:

Photos or video of the damage and the affected area.
A list of damaged or stolen items with approximate values and ages.
Proof of ownership where you have it - receipts, bank statements, photos or warranties.

Step 4: Submit the claim and work with the assessor

Complete the claim form and submit your supporting documents. For larger claims, the insurer may send an assessor to inspect the damage and confirm the cause and value. Answer their questions honestly and give them access to what they need.

Step 5: Approval, excess and payout

Once approved, the insurer settles the claim - by repairing or replacing items, using an approved supplier, or paying out - minus your excess. If a claim is rejected, ask for the reason in writing; if you disagree, you can escalate through the insurer's complaints process and, if needed, the National Financial Ombud.

How to avoid a rejected claim

Keep your premiums up to date - a lapsed policy will not pay out.
Insure for the correct replacement values to avoid under-insurance reductions.
Meet any security requirements on your policy (for example, that the alarm was armed).
Disclose everything honestly when you take out and renew cover.
Report and claim within the time limits in your policy.

Frequently asked questions

How long do I have to claim home insurance?

Most South African policies require you to report a claim as soon as reasonably possible, often within 30 days of the event. Theft and malicious damage usually need a police case number within a shorter window. Check your policy wording and report early.

Will claiming increase my home insurance premium?

It can. A claim on your record may raise your premium at renewal, and multiple claims can have a bigger effect. For very small losses close to your excess, it is sometimes worth paying yourself rather than claiming.

What if my home insurance claim is rejected?

Ask the insurer for the reason in writing. Common reasons include under-insurance, unpaid premiums, non-disclosure, or an excluded cause. If you believe the rejection is unfair, use the insurer's internal complaints process and then the National Financial Ombud.

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