How to claim car insurance in South Africa — step-by-step
Exactly what to do after an accident, theft or hail damage — with the documents and timings your insurer expects.
At the scene
Move to safety, take photos of all vehicles and the scene, exchange details (ID, licence, insurer, reg), and never admit liability. Call your insurer's 24/7 line before leaving if there are injuries.
Get a SAPS case number
Every SA insurer requires an official SAPS case number for accident, theft or hail claims — usually within 24-48 hours. Report at any police station, keep the CAS number safe.
Lodge the claim
Most insurers (Naked, King Price, Discovery, OUTsurance) let you claim in-app or on WhatsApp with photos, licence, ID, and the CAS number. MiWay uses a call centre and online form.
Assessment and repair
An assessor is dispatched within 24-72 hours. Approved panel-beaters usually deliver a courtesy car if your policy includes it. Expect 5-10 working days for cosmetic repairs, 3-6 weeks for structural.
Excess and payout
Your excess is deducted from the payout or paid directly to the panel beater. Total-loss claims settle at retail (agreed-value) or market value depending on the policy.
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