Claims Guide

Insurance Claim Checklist: Documents to Have Ready

Written by Daniel Pretorius Insurance Content Editor Reviewed by Nomsa Dlamini RE5 qualified · 12 years in short-term insurance Updated 20 September 2026 Our editorial standards →

What documents do I need to lodge an insurance claim?

Every claim needs your policy number, identity document, contact details and a clear account of what happened, when and where. Beyond that it depends on the claim: a police case number for theft, accident or malicious damage; the other driver's details for a collision; quotes or invoices for repairs; proof of ownership and value for stolen items; and a death certificate and identity documents for a life or funeral claim. Gathering these before you phone is the single easiest way to speed up a payout.

Key takeaways

  • Every claim: policy number, ID, contact details and a clear account of what happened
  • Theft, accident or malicious damage needs a police case number, usually within a set reporting period
  • Proof of ownership and value is what settles item claims quickly: invoices, photos, serial numbers
  • Report first, repair second: authorisation before repairs is a condition on most policies
  • Keep your own copy of everything you send, with the date you sent it

What Every Claim Needs

Whatever you are claiming for, the insurer starts from the same base: your policy number, your identity document, the contact details they should use, and your banking details for the payout. Then they need the story: what happened, the date and time, the place, and who else was involved.

Write that account down before you phone, while it is fresh. Stick to what you know. If you are unsure about a detail, say you are unsure rather than guessing, because an early guess that turns out wrong looks like inconsistency later.

Car Accident and Theft Claims

For an accident, you need the other driver's name, identity number, contact details, vehicle registration and insurer if they have one. Photograph the scene, all vehicles, the damage and the road conditions. Note any witnesses and their contact details. If anyone is injured or a vehicle must be towed, record who attended and where the vehicle was taken.

For theft or hijacking, report to the police immediately and get the case number. You will also need the vehicle registration, the spare keys, and often the tracking company's report. Most policies require reporting within a set period, so make the police report the first call after everyone is safe.

Home, Contents and Portable Item Claims

For burglary and malicious damage, get a police case number. Photograph the point of entry and the damage before you clean up or repair. List what was taken with as much detail as you can: make, model, serial number, age and what it cost.

For storm, flood or fire, photograph everything before removal, keep damaged items until the assessor has seen them, and get quotes rather than repairing first. For portable items claimed under all-risk, you need proof that the item existed and was yours: invoice, box, photographs, serial number or a valuation for jewellery.

Life, Funeral and Credit Life Claims

These claims are document-heavy, and the family is usually dealing with them at the worst possible time. Expect to provide the death certificate, the notification of death form, the deceased's identity document, the claimant's identity document and proof of the relationship, plus banking details for the beneficiary.

For an unnatural death, the insurer generally needs the police report and sometimes the post-mortem report. For credit life, you also need the loan account details. Ask the insurer for their exact list at the first call and request it by email so you can work through it once rather than in pieces.

Proof of Ownership and Value

This is where item claims slow down or fail. The insurer is not being difficult: they must establish that the item existed, belonged to you, and was worth what you say. Invoices are best. Failing that, bank or card statements showing the purchase, photographs of the item in your home, the original packaging, or a written valuation all help.

Build the file before you need it. A folder of invoices, a room-by-room photo set and a list of serial numbers takes an hour and turns a contested claim into a routine one.

The Order That Speeds Things Up

Safety first, then report, then document, then repair. Report to the police where a crime is involved, report to the insurer within the period your policy states, and do not authorise repairs before the insurer has agreed, because unauthorised repairs are a common reason for a reduced settlement.

Keep a claim diary: the date of every call, who you spoke to, what they said and what they asked for. If the claim is later disputed, that diary is the difference between a firm position and a vague memory.

Frequently asked questions

Do I need a police case number for every claim?
Not for every claim, but you do for theft, hijacking, burglary, malicious damage and most accident claims involving another party. Report within the period your policy specifies, usually promptly after the event.
Can I repair before the insurer approves?
Generally no. Most policies require authorisation before repairs, and unauthorised work can be reduced or refused. Take photographs, get quotes, and wait for approval unless emergency work is needed to prevent further damage.
What if I do not have the invoice for a stolen item?
Other evidence can work: bank statements showing the purchase, photographs of the item in your home, packaging, serial numbers or a valuation. Expect settlement to take longer without proof of purchase.
How long do I have to lodge a claim?
Each policy sets its own reporting period, often measured in days from the event. Check your wording and report as soon as you reasonably can, because late reporting is a common reason claims are rejected.

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