How to File a Car Insurance Claim in South Africa - Step-by-Step Guide

Overview: Filing a car insurance claim in South Africa

Knowing how to file a car insurance claim in South Africa reduces delays and increases the chance of a smooth outcome. Whether you have third-party, comprehensive or another short-term cover, the basic steps are: secure the scene, gather evidence, notify your insurer promptly, and follow their assessor and documentation instructions. Keep South Africa context in mind - you may need a police accident report (collision, theft or vandalism), and insurers commonly require photographs and an accurate damage description.

Immediate actions at the scene

Stop safely, check for injuries, call emergency services if required and exchange details with other involved parties. For non-emergency incidents, photograph all vehicles, license plates, road signs, skid marks and the surrounding area. If another party is involved and they refuse to provide details, note vehicle description and location. In many South African cases, obtaining a South African Police Service (SAPS) case or accident reference number is essential for insurer processing.

When to file a claim vs when to repair privately or sell

Filing a claim is usually appropriate for large losses, total losses, or when liability is unclear. Consider repair or selling if the excess plus likely premium increases, or if repairs cost close to or more than the vehicle’s market value. For owners of older cars, or those facing long-term premium hikes, selling to a specialist that buys damaged or non-running vehicles can be an alternative; learn more about selling damaged cars on our Sell Damaged Cars page.

Estimates above are illustrative and South Africa-specific. Values vary by make, model, age and local repair rates (figures are ranges, not guarantees). If you decide not to claim, document repair or selling decisions carefully to avoid disputes with finance houses or future buyers.

Documents and evidence you should collect

• Photographs of damage, scene and involved vehicles
• SAPS case or accident reference number where applicable
• Drivers’ licences, ID numbers and contact details of other drivers/witnesses
• Vehicle registration papers and policy details
• Repairer estimates and any tow-in receipts

If you’re unsure how to interpret the insurer’s requests, our About / How it works page explains common insurer and assessor steps: About / How it works. This can help you understand timelines and responsibilities before you proceed with claim submission.

How the claim process typically works

When you contact your insurer to file a car insurance claim in South Africa, expect these stages: notification, assessor inspection, repair or settlement decision, paperwork and payment. Notification should be immediate or within the timeframe specified in your policy wording. After you notify them, the insurer will usually appoint an assessor to inspect the vehicle or accept assessor photos for minor damage. Where vehicles are non-running, insurers or their recovery partners may arrange towing to an approved repairer.

Assessor visits, repairers and salvage

An assessor estimates repairs and advises the insurer whether the vehicle is repairable or a total loss (written-off). If declared a total loss, insurers may offer a cash settlement based on agreed market value less excess and any outstanding finance. If your vehicle remains under finance, the settlement may first be paid to the finance provider. For owners who prefer a different route, selling a written-off or non-running vehicle to a specialist buyer is an option; see our Sell Non-Running Car page for details.

Legal & paperwork specifics in South Africa

Key legal points: insurers will ask for a SAPS case number for theft or malicious damage claims; if the vehicle is financed, consent from and payout to the credit provider may be part of the settlement. You must provide accurate details - deliberate misrepresentation can nullify a claim. Requests for deregistration or transfer of ownership (for salvage) are commonly handled as part of the insurer’s settlement or by the buyer of salvaged vehicles.

Tips to maximise your claim outcome

• Report promptly and keep detailed photos and notes of the incident.
• Get an independent repair estimate to compare with assessor reports.
• Keep service and maintenance records - they help demonstrate pre-incident condition.
• If you disagree with an assessor, request a second opinion or escalate through the insurer’s dispute process; understand the Ombudsman route if unresolved.

If you decide insurance is not the right option (for example when excess plus premium increases make a claim unattractive), selling the damaged vehicle to a specialist buyer is a practical alternative. We buy vehicles in any condition nationwide and can help with free towing and paperwork - see our homepage for a quick overview of that process.

What happens after collection or settlement

If your vehicle is collected for repair or salvage, confirm who arranges towing and whether repairers are insurer-approved. For total-loss settlements, check how the payout is calculated (market value estimates, less excess and outstanding finance). Keep copies of all settlement letters and deregistration/transfer documents. If you sold the vehicle to a specialist buyer, ensure the transfer of ownership and deregistration are completed in writing and copies are retained for your records.

Sources

• Financial Sector Conduct Authority (FSCA) - Consumer guidance for short-term insurance
• Ombudsman for Short-term Insurance - Complaints and dispute guidance
• South African Police Service (SAPS) - Reporting a road traffic collision
• AA South Africa - Practical advice after an accident