Insurance claims don’t need to be confusing or overwhelming. At some point, most drivers will need to submit a claim — and understanding your policy, your responsibilities, and the claims process can make all the difference.
Submitting a car insurance claim isn’t something most of us plan for. Accidents, theft, hail damage and unexpected mishaps can happen at any time — often when we least expect them.
The good news is that understanding how car insurance claims work can remove much of the stress when something does go wrong. Below are some of the most frequently asked questions South African motorists have about car insurance claims, along with clear, practical answers to help you navigate the process with confidence.
There is no fixed number of claims you are “allowed” to make in a year. However, insurers assess claim frequency as part of your overall risk profile.
If you submit claims often within a short period, your insurer may view you as higher risk. This could result in:
If an insurer decides not to continue cover due to frequent claims, they are required to notify you formally. Always read any correspondence carefully, as it may affect your ability to obtain insurance elsewhere.
A claim may be rejected for several reasons. One of the most common in South Africa relates to security requirements.
Even if your vehicle has a tracking device installed, not all trackers offer the same level of protection. Some insurers require:
If the required security measures are not met at the time of loss, a claim may be declined.
Other common reasons for claim rejection include:
Understanding and complying with your policy’s terms and conditions plays a crucial role in ensuring a successful claim outcome.
Honesty and transparency are essential when taking out and managing car insurance.
If it is discovered that important information was withheld or misrepresented — known as non-disclosure — an insurer may reject a claim and cancel the policy. Examples include:
Policy cancellations are not taken lightly, but they may be necessary to protect the integrity of the insurance system and limit fraudulent activity.
A regular driver is the person who drives the insured vehicle most often over a typical 30-day period.
Insurance premiums are calculated based on the risk profile of the regular driver. If the person listed as the regular driver changes and this is not updated on the policy, a claim may be rejected or the policy could be voided.
With Miway, occasional drivers are allowed — as long as they do not drive the vehicle more frequently than the specified regular driver. Your premium remains tailored to the risk profile of the declared regular driver.
If you are involved in an accident or your vehicle is damaged or stolen, you should:
Prompt reporting helps prevent delays and allows your insurer to guide you through the next steps.
While requirements may vary depending on the incident, insurers commonly ask for:
Providing complete documentation upfront can significantly speed up the claims process.
Claim timelines depend on:
Straightforward claims may be resolved within days, while more complex claims — such as theft or major accidents — can take longer. Staying responsive to requests for information helps keep the process moving.
In some cases, yes.
Claims can influence your premium at renewal, particularly if:
Not every claim results in a premium increase, but insurers reassess risk periodically to ensure premiums remain fair and sustainable.
An excess is the portion of a claim that you are responsible for paying.
Excesses may vary depending on:
Your excess is usually payable before repairs are completed or deducted from a settlement amount.
Many insurers offer digital tools or claims support teams that allow you to:
Staying informed helps reduce uncertainty and ensures you know what to expect at each stage.
Insurance claims don’t need to be confusing or overwhelming. At some point, most drivers will need to submit a claim — and understanding your policy, your responsibilities, and the claims process can make all the difference.
Knowing what to expect, asking questions, and staying informed will help you handle car insurance claims with confidence — whether it’s for car, home or business insurance.
Live your way, with Miway, and claim hassle-free.
