Protect people and stop further loss safely
Contact emergency services where necessary and take reasonable steps to protect property from worsening damage. Avoid putting people at risk or disposing of evidence while trying to manage the immediate situation.
Record facts while they are fresh
Photographs, dates, contact details, registration numbers, invoices, serial numbers, witness information and a simple timeline can become important. Record facts rather than making admissions or deciding fault at the scene.
Report and notify promptly
Reporting requirements vary by incident and policy. South African government road-accident guidance identifies police reporting, safety and a case number as practical steps where person or property damage occurs; follow your insurer’s prescribed channel too.
Understand what an insurer assesses
The cause of loss, insured event, disclosures, limits, excesses, exclusions, mitigation, evidence and policy conditions can all be relevant. A request for information is not necessarily a decision, and a policy label alone is not a claim outcome.
Keep a document trail
Save claim references, correspondence, invoices, quotations, repair reports, police documents, inventories and notes of calls. Ask in writing if you do not understand a request or the policy term being relied on.
Do not assume repair or replacement authority
Emergency mitigation can be necessary, but non-emergency repairs, disposal or replacements may require instruction or assessment. Read the policy and ask before committing significant costs.
Use the complaint route if needed
Ask the insurer or relevant intermediary for written reasons and use the internal complaints process. The National Financial Ombud Scheme explains that the former short-term insurance ombud function sits within its free dispute-resolution service, subject to its process and jurisdiction.
Make the next claim easier
Maintain current values, photographs, asset records, security details, maintenance documentation and policy schedules. Review renewals and material changes before an incident rather than reconstructing the evidence after one.
A sensible next step
If you are reviewing a quote or existing cover, prepare the schedule and questions for an authorised adviser. Do not submit sensitive information through this first-contact website form.
Request an insurance review