Tips for Making a Successful Car Insurance Claim

When do you make a car insurance claim? Many people find this quite confusing, and Auto & General knows that no two situations are the same, which can make it a bit unclear about how to claim or whether you should claim. Avoid a claim rejection. Discover more as Auto & General car Insurance discusses how to make a successful car claim. 

When should you file a car insurance claim?

Various situations call for you to file an auto insurance claim. It’s vital to be certain what those circumstances are. Equally important, you need to know when it’s not advisable to file a claim and rather pay out of pocket. 

If you are involved in a car accident with another vehicle or if the property was damaged, you are legally obligated to report this to the police[1] and your insurer - regardless of whether you plan on making an insurance claim. 

Some events when we strongly urge you to file a claim include: 

• Stolen or hijacked vehicle. If your vehicle has been stolen or hijacked, you must file a claim to receive a payout from your insurer. Remember to file a police report first to begin the claim process. 

• Your vehicle has been vandalised. If your vehicle is vandalised and there’s expensive damage, it’s worth reporting the incident to your insurer. The claim assessment will determine whether it’s worth going ahead with your insurer's repair payout. 

• Natural disaster damage. Damages by natural disasters such as hail are often extensive. In many cases, you’ll need to file an auto insurance claim.

• Single-car collision. If you is badly damaged in a single-car crash, such as hitting a street pole or a pothole, you may need to claim after assessing the cost of the damage. 

• Third-party damage. The property owner will probably want their item repaired or replaced. 

• Injury in the case of an accident. An injury can require costly medical procedures. It’s worth protecting yourself against such eventualities by reporting the accident and injury to your car insurer.

When not to claim?

Not all events require you to file an insurance claim. For example:

• The damage is only slightly more than your car insurance excess. If your auto insurance excess is R4,000 and repairs cost R4,500, it’s not worth filing a claim.

• The damage is minor. It’s not worth claiming due to the possibility of increasing your auto insurance premiums. Instead, pay from your pocket. 

How much does a car insurance claim affect your rates?

Every auto insurance claims you make goes on your record and could result in increased premiums. Over the long term, the increased premiums may cost more than paying for the repairs out of your pocket.

The influence of an auto insurance claim on your premiums depends largely on who caused the accident. If you caused an accident and claimed it from your auto insurer, you are deemed to be at higher risk. As a result, your premiums are likely to increase. This situation may stay like this for years, meaning it’ll cost you a lot of money over the long term.

It’s important to consider this before you make a car cover claim. If you feel you must claim, revisit your policy to understand your insurance’s terms and conditions fully. 

If unsure what to do after reading the policy, contact your insurance agent and ask for guidance about your situation before submitting a claim. 

How to document the scene for your car insurance claim

It can be confusing when you are involved in a car accident, especially for the first time. Additionally, it can be upsetting, especially if someone else is responsible for the accident. The most important issue to resolve is what to do and what not to do  — whether you caused the accident or not.

The basic action to take immediately is to stop your car in a safe spot and remain calm. This will allow you to think clearly and make better decisions. You can then take the following actions:

1. Exchange information with the other driver. You must share your insurance information, so always keep your car insurance policy number handy. Other information you should get includes the full name, ID number, car registration number, address and phone number of the other driver and the make, model and colour of the other vehicle.

2. File a police report. According to South African law, you must report all road accidents to the closest police station within 24 hours of the accident.[1] Ensure you get the Accident Report number since it’s needed for your car insurance claim.

3. Take photos of the accident scene. Ideally, you should have photos of the involved cars or pedestrians before you move your car to a safe spot. Make sure that your phone is saving the date and time stamp. Some useful pictures could be: damage to your car and other vehicles involved, licence plates, road conditions: if there is ice, rain, or snow, and anything that could have contributed to the accident, like intersections, wild animals or road signs.

4. If there are any witnesses, note their names and phone numbers.

5. Contact your insurance company to inform them about the accident. You must provide important details, including your contact details, policy number, police report number and vehicle information - like make, model and registration number. 

6. If your car needs to be towed, call the approved towing service and remember to remove all valuables from your vehicle. 

Discover more about How to make your claims a smooth process. 

How to claim: all you need for your car insurance claim

Once you’ve collected all the details about the accident and the police have gathered their evidence, you can start the claiming process. Make sure that you have the police’s Accident Report number. 

The first step is to call your auto insurer and enquire about the process of filing a car insurance claim. Remember to have your insurance policy number on hand. Many insurers will direct you to where you can find the claim form or send it to you via your email address.

Fill in all the details on the form as required and include all the information you gathered at the accident scene. That’s why we recommended taking photos and collecting details about the other vehicle and driver, if applicable.

Once you have submitted the filled-in claim form, your car insurer may ask a few questions. Answer these questions as accurately as possible. This will help Auto & General process and settle the claim faster.

It’s essential to file the insurance claim within the period specified in your policy

How long does a car insurance claim take to pay out?

The time it takes for a claim to be settled depends on several factors. For instance, how to complete your claim form is will affect the time the insurer spends conducting the investigation.

Other factors that influence how quickly an auto insurance claim are: 

• If the vehicle can be repaired. Your insurer will provide you with a list of approved repair workshops. Request repair quotations, choose one of the companies, and inform your insurer for approval. Take the car to the repair workshop.

• If the vehicle was stolen or badly damaged. The insurance company needs to interview you or assess the damages. If the car is too badly damaged or can’t be found, the insurance may write it off and pay out its insured value.

You can help speed up the claim process by communicating on time and clearly and filling in all the details on the claim form. 

Reasons that your car insurance claim could be rejected

Not all vehicle insurance claims get approved. This is for various reasons, including:

• The auto insurance claim time limit has expired. Car insurers usually have a limited period within which you can make a claim. Depending on your policy, it can be between 30 and 60 days.

• Your premiums aren’t up-to-date. If you don’t keep your premiums up-to-date, your claim will likely be rejected. Always ensure you pay within the agreed period, including the grace period, if any.

• You didn’t disclose important information when applying for insurance. Failure to disclose certain types of information could result in your claim being rejected.

• If the car was driven by someone unlicensed or unspecified in the insurance policy. Car insurance policies generally cover the regular driver and occasional licensed driver. Your claim will be rejected if the car is involved in an accident while being driven by an unlicensed or unauthorised driver.

• If your policy doesn’t cover the event claimed. Your auto insurance covers specific events. If you claim for an uncovered event, your insurer won’t approve it. For instance, if your car is damaged while performing a business function and your insurance is for personal cover, your claim won’t be accepted.

Get car insurance from Auto & General

Some minor scratches and dents can be repaired out of pocket. However, repairing a badly damaged vehicle can be very expensive. Moreover, you may be required to repair another car if you are at fault for causing the accident. If you have car insurance, you can claim against your policy. The insurance will cover these costs. Get cover by requesting a car insurance quote from Auto & General. 

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[1] SAPS: Reporting a vehicle accident 

[2] The Office of the Ombudsman for Short-term Insurance 

Disclaimer: The information in this article is provided for informational purposes only and should not be construed as financial, legal, or medical advice. Auto & General is a licensed non-life Insurer and FSP. T’s & C’s online.