What Every Driver Needs to Know About Car Insurance Claims in SA
- The Dealers Group
- Nov 24
- 3 min read
Let’s be real — making a car insurance claim in South Africa can feel overwhelming. Whether it’s after a fender-bender, a full-on accident, or worse, having the right playbook can save you stress, money, and time. Here’s a guide to making sure your claim goes through — and your insurer doesn’t give you grief.
1. Be Honest When You Take Out Your Policy
Disclose all the material facts. Things like how you use your car (personal vs business), who drives it, where you park, and any modifications all matter. 
If you lie or omit stuff, your claim can easily be rejected due to “non-disclosure of material information.” 
Make sure your licence is valid. If the driver at the time of the accident doesn’t have a valid licence, that’s a red flag for insurance. 
2. Report the Incident Quickly
You usually have a tight window. Many insurers want the accident reported in 24–48 hours. 
For theft or hijacking, lodge a police report first. You’ll need that case number when submitting your claim. 
Document everything: photos (multiple angles), names and contact info of other drivers or witnesses, road conditions, and damage. 
3. Know Your Policy Inside-Out
Familiarise yourself with your policy’s terms: what is covered, what’s excluded, and what your excess is. 
If you pick a higher excess to lower your premium — make sure you can actually pay that when needed. 
Regularly review your cover. Did you move? Did your mileage change? These impact your risk profile and coverage. 
4. Keep Your Car Roadworthy
Insurers can reject claims if your car is poorly maintained (bald tyres, broken lights, etc.).
Stick to your service schedule. Keep maintenance records—they’ll help when you claim. 
5. Be Careful With Who Drives Your Car
Only let people listed on your policy drive if their licence is valid. 
If someone else drove during the incident, make sure you tell your insurer. 
6. Avoid Risky Behaviour
Driving under the influence (alcohol or drugs)? That’s a swift way to get your claim denied. 
And just, you know, drive safely — reckless driving is a red flag. 
7. Don’t Ignore the Hidden Costs
Excess: what you pay out of pocket when claiming. 
Tracking devices: Many insurers require these, and they cost monthly. 
Storage or towing fees: After an accident, the car might be towed or held in storage — and that cost adds up. 
Betterment charges: If parts are replaced with new (better) ones, the insurer might charge you for the “improvement.” 
8. Know Your Rights & Don’t Be Afraid to Push Back
If your claim’s unfairly rejected, use the insurer’s complaints process — and escalate to the Financial Ombud Scheme if needed. 
If the settlement offer is too low, get a second valuation. You can often negotiate. 
If things drag, follow up. Keep all emails, calls, and documentation. 
9. Make Your Claims Process Easier
Organise a folder (digital or physical) for your insurance documents, photos, quotes, police reports, and communications. 
Use approved towing and repair services listed by your insurer — going off-grid could cost you. 
Double check: is your car value still up to date? Insuring too low means underinsurance risk; too high = overpaying. 
10. Be Strategic About Your Premium
Increasing your excess can lower your monthly premium, but you need to balance affordability vs risk. 
Telematics / driving-behaviour programs (like Vitality Drive, Pay-Per-K) can help reduce premiums if you drive well. 
If you’ve moved to a safer area or changed how you use your car, update your insurer — it could lower your cost. 
Car insurance isn’t just about ticking a legal box — it’s about protecting yourself when the worst happens. The best way to make sure your claim isn’t rejected: stay honest, document everything, know your policy, and follow through when things go sideways.
If you’re a TDG customer, we can help with trusted brokers or even connect you with our preferred insurers — reach out if you want to chat about your cover.
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