How to claim car insurance in South Africa

At the scene (first 30 minutes)

• Do not move vehicles until photographed, unless they're blocking traffic or unsafe.
• Photograph all vehicles, registration plates, damage, road position, and any skid marks.
• Exchange ID number, full name, mobile number, insurer name, registration of all parties.
• Take a photo of the other driver's licence and vehicle licence disc.
• Get one independent witness's name and number if anyone is around.
• Call SAPS for a case number if there's any injury, hijacking, suspected fraud, or significant damage.

Within 24 hours

• Phone your insurer's claim line — every major SA insurer has a 24-hour line.
• Submit photos via app or email — most insurers now have in-app claim flows.
• Get your SAPS case number (collect at the station within 24h if you didn't on scene).
• Do not authorise repairs or accept any quote until your insurer has appointed an assessor.

The 30 days that follow

An assessor inspects within 2–5 working days. They quote, your insurer approves, the panel-beater orders parts. End-to-end timelines in 2026 average 21–35 working days for accident claims, longer for write-offs (which require Treasury VRC clearance) and theft claims (which require a 21-day SAPS waiting period).

Why claims get rejected — and how to avoid it

• Material non-disclosure (lying about parking, drivers, mileage) — biggest rejection cause in SA.
• Expired licence (driver's or vehicle's).
• Driving under the influence — automatic rejection.
• Unroadworthy vehicle — bald tyres, broken lights at the time of the accident.
• Driver not listed on policy — list every regular driver.

Frequently asked questions