Frequently Asked Questions regarding Household Insurance claims

This guide answers the questions South Africans ask most often about household insurance claims, in plain language, with practical next steps.

• Household contents insurance covers the stuff inside your home (furniture, appliances, electronics, clothes) — not the building structure.
• For theft, you’ll usually need a SAPS case number (CAS) and proof of ownership/value.
• Claims can be reduced if you’re underinsured (your contents value is higher than your sum insured).
• The fastest claims are the ones with clear evidence + complete documents.

Do these basics and you’ll avoid most delays:

1. Make it safe (switch off water/electricity if needed).
2. Prevent more damage (reasonable emergency steps).
3. Take photos/video before you clean up or throw anything away.
4. Write a simple timeline (what happened, when, where, what was damaged/stolen).
5. Gather what you can: invoices, bank statements, serial numbers, warranties, valuation certificates.

If you’re a Miway client, you can log a claim via self-service/app/assisted channels and upload supporting docs as prompted.

• Contents cover = items you own inside the home.
• Buildings (homeowners) cover = the structure (walls, roof, built-in cupboards, permanent fixtures).

A common mistake: claiming for structural storm damage under contents. If the roof caves in and damages the carpet, the roof is a buildings claim; the carpet may fall under contents depending on your cover and circumstances.

Most insurers see recurring patterns like theft, water-related damage (burst pipes/geysers), fire, storm damage, and power-surge damage.

Typically:

• Your policy number and ID details
• Photos/videos of damage or forced entry
• SAPS case number (CAS) for theft/burglary
• Proof of ownership/value: invoices, card statements, serial numbers, warranties, valuation certificates (for high-value items)

Pro tip: keep a simple home inventory in a notes app — item, brand/model, serial number, photo.

Sooner is always better. Delays can create disputes about what happened and when. Many insurers also require claims to be reported within a defined period (check your policy wording). Guidance consistently emphasises “report without delay.”

Emergency steps to stop further damage are usually fine (for example, turning off water and calling a plumber to stop active leaking). But for non-emergency repairs, insurers often want:

• Photos first
• Authorisation
• Quotes from approved providers (or their assessor)

When in doubt: document everything, keep invoices, and confirm what’s required before major work starts.

The most common rejection drivers across the market are:

• The event is excluded (wear and tear, poor workmanship, gradual deterioration)
• Non-disclosure / inaccurate information
• Policy conditions weren’t met (e.g., security requirements, unoccupied property rules, or compliance requirements where applicable)

This is why “plain language” matters: knowing what counts as accidental damage versus maintenance can save you big frustration.

An excess is the amount you contribute towards a claim before the insurer pays the rest. Choosing a higher excess can lower premiums, but it can also make smaller claims not worth submitting.

Underinsurance is when your contents are worth more than the amount you insured them for. In that case, many policies apply a proportional settlement (“average”). Miway has recently highlighted underinsurance as a common issue that catches people at claims stage.

Simple example: if you insured R300k but your contents are worth R600k, you may only be paid roughly 50% of the claim (policy terms apply).

It depends on your claims history, type of claim, and risk profile. Some insurers may adjust premiums after claims, and repeated claims can affect renewal decisions. (MiWay explains this principle clearly on claims frequency in its claims-related guidance.)

1. Call SAPS and get a CAS number
2. Don’t touch forced entry points until you’ve taken photos
3. List what’s missing + gather proof of ownership
4. Notify your insurer and submit documents promptly

They can be — especially when grid conditions are unstable — but the risk environment changes. Industry reporting notes that the long reduction in loadshedding through parts of 2024–early 2025 was linked to fewer power-surge claims in that period.

Practical move: use quality surge protection and keep proof of purchase for sensitive electronics.

If you want fewer surprises at claims stage:

• Keep your contents value updated after big purchases (TVs, appliances, laptops).
• Save proof (photos + receipts) for high-value items.
• Understand what’s excluded so you don’t claim for maintenance.
• Log your claim promptly and upload documents in one go where possible.

Need to submit a claim or check what you’ll need before you do? Use Miway’s claims channels to log and track your claim, and upload your supporting documents as prompted.