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How to submit a claim

When a crisis hits, communities stand together, so when something unfortunate happens and you have to claim, you can count on the king

Our claims contact details

In the unfortunate event of a claim, you can contact your broker or managing agent during office hours.

If you can’t get hold of them, you can contact us direct, even after hours:


Give us a call

Phone no.: 0860 11 11 07

Send us an email

Email: [email protected]



Brokers and managing agents only

Access Felix

What to do in the event of a claim

The sooner you notify us, the quicker we can help you. Please take note of these important time limits:

  • Ask your broker or managing agent to report your claim, or any incident that may lead to a claim, to us via Felix as soon as possible, but no later than 30 days after any incident.
  • If you can’t get hold of your broker or managing agent, or if it’s after hours, you can phone us direct on 0860 11 11 07.
  • This includes incidents that you don’t want to claim for right away, but which may result in a claim in the future.
  • If you’ve been involved in an accident and someone was injured or someone's property was damaged, you must report it to the police as soon as possible, even if there’s no damage to your car or motorbike.
  • If you have suffered a theft, hi-jacking, burglary or any crime related event, you must tell the police immediately after becoming aware of the incident.

You need to please give us:

  • All info and documentation that we request, within the timeframe we set.
  • True and complete info when reporting a claim to us and the authorities. We act on the info you provide. Therefore, any info which is misleading, incorrect or false will prejudice the processing of your claim.

You need to please:

  • Prove ownership and value of any item that you’re claiming for.
  • Make damaged items that you’re claiming for available for inspection, in order for us to verify the full extent and nature of the damage.

You need to provide us with a copy of:

  • The police report.
  • The police case number.
  • Your statement to the police.
  • Details of the police station and attending officer.
  • A detailed list of all items lost, stolen or damaged.
  • Any other relevant documentation needed to validate your claim.
  • Details of any third party involved in the incident, if applicable.
  • Any invoices, demand letters, summonses or notices that you receive from other parties involved in the incident.

If there’s any other insurance policy which covers the same insured incident.

You need to tell us immediately if:

  • You become aware of any possible prosecution, legal proceedings or claim that could be lodged against you, as a result of the incident that you’ve already claimed for.
  • Any other relevant or new info that has, in the meantime, come to light regarding the insured incident that you’ve claimed for, even if this info only surfaces after you’ve submitted the claim, or if the claim has already been finalised.
  • Never permit any replacement or repairs that haven’t yet been authorised by us.
  • Get our written approval first before disposing of any damaged property, or repairing or replacing any losses you may have suffered. Failure to do so may lead to your claim being rejected.

You need to act on, or take note of, the following:

  • Pay all excess amounts plus any additional excess amounts that you have to contribute for each claim, if relevant, and as shown on your policy schedule.
  • The excess amount that you have to pay will consist of:
    • The basic excess amount that applies to each specific insured incident or item. (Excess payments are also payable in circumstances where you didn’t cause the incident.)
    • Any additional excess amounts that may be applicable for certain insured events or circumstances, the details of which are shown on your policy schedule.
  • Assist us, if possible, in any recovery action against any third party responsible for the loss or damage. We’ll reimburse you for any reasonable extra expenses that were incurred for this purpose.
  • Comply with our instructions and requests, as and when we need your assistance.

Never admit guilt or offer a settlement to any party involved in an incident. We know that you’re a nice person and that you want to the right thing, but we won’t be bound by any such admission or offer that you make. Just let us take care of everything. It’s our job.

Repairs and replacement must be completed within 6 months of your claim being settled.