The anxiety and worry of waiting on an insurance claim to be approved is enough to drive many up the wall. Luckily, the stress of claiming from insurance companies can be alleviated with the right approach and some research into what your insurer requires from you when claiming.
Having to make an insurance claim usually means something has already gone wrong. Your car may have been damaged, your home may have been broken into or your business may have suffered an unexpected loss. Depending on what happened, this could mean claiming under your car insurance, home contents insurance or business insurance.
The last thing you need is uncertainty about what happens next.
Knowing how insurance claims work before you need to make one can make the process easier. The exact requirements depend on your policy and the type of incident, but being prepared, providing accurate information and submitting the right supporting documents can help avoid unnecessary delays.
Here is what South Africans should know about claiming from insurance.
An insurance claim is a formal request asking your insurer to cover a loss or damage under your policy.
Whether the claim is covered, how much is payable and whether an excess applies will depend on your policy wording, Coversheet, limits, conditions and exclusions.
Before submitting a claim, check your policy documents so that you understand what you’re covered for and what your insurer may need from you. Miway clients can also review the claims process to understand how to log a claim, upload photographs and documents, and track its progress.
Start by making sure everyone is safe. If the incident involves an emergency or injuries, getting help should always come before dealing with the insurance paperwork.
Then preserve as much useful information as you safely can. Depending on what happened, this could include photographs, videos, contact details, receipts, police information and details of other people or vehicles involved.
If you’ve been involved in a road accident that caused injury or property damage, South African Government guidance says it should be reported to the police within 24 hours.
For more detail, read Miway’s guide on what to do after a car accident in South Africa.
The information required for a car insurance claim will depend on what happened and your particular policy.
Your insurer may ask for information such as:
Take photographs from different angles where it is safe to do so and keep any relevant documents together.
MiWay's current claims process allows customers to log a claim digitally and upload photographs and documents as part of the process.
Most importantly, don't arrange repairs simply because you have submitted a claim. MiWay advises customers not to proceed with repairs before receiving written approval.
If your home or belongings have been damaged or stolen, document the loss as soon as it is safe.
Photograph the affected area and damaged items before cleaning up or disposing of anything, unless leaving them creates a safety risk.
For theft or burglary, you may need to report the incident to SAPS and provide the relevant case information.
Your insurer may also request supporting evidence such as receipts, photographs, proof of ownership or other documentation relating to valuable items.
Keep these documents somewhere safe and accessible.
A business insurance claim can involve anything from stolen equipment or damaged stock to vehicles, buildings or other insured business assets.
Start by documenting what happened and protecting people and property from further immediate harm where reasonably possible.
Depending on the incident and your cover, you may need photographs, invoices, proof of ownership, repair information, financial records, police information or other supporting documents.
Business policies vary considerably, so check your policy wording and speak to your insurer about exactly what is required for your particular insurance claim.
Although every claim is different, the process generally starts when you notify your insurer and provide details of the incident.
With MiWay, customers can submit an insurance claim using the MiWay App or Self-service portal, or contact MiWay for assistance. The current MiWay process can be broken down into four straightforward stages.
1. Log the claim.
Provide accurate information about what happened and follow the instructions for your type of claim.
2. Upload supporting information.
Provide the photographs and documents requested for the claim.
3. Submit the claim.
Once the required information has been provided, submit it so the assessment can proceed.
4. Track the claim.
MiWay customers can follow their claim through the App or Self-service portal and receive updates and next steps.
Some claims are straightforward, while others require additional investigation or assessment. The time required can therefore vary depending on the incident and information needed.
After you submit the claim, the insurer needs to establish what happened, whether the loss falls within the policy and what the appropriate outcome should be.
Depending on the claim, this could involve checking supporting documents, assessing damage, requesting further information or appointing an assessor.
This doesn't automatically mean there is something wrong with your claim. Assessment is part of determining how the policy applies to the particular incident.
Responding promptly when additional information is requested can help prevent avoidable delays.
Possibly.
An excess is the portion of an approved claim that you're responsible for paying. The amount and circumstances in which it applies depend on your policy.
For example, MiWay explains that if an approved claim were R50 000 and the applicable excess R5 000, the customer would contribute R5 000 and the insurer would cover the remaining R45 000, subject to the policy terms.
Check your Coversheet before claiming so that you understand the excess that may apply.
Incomplete or inaccurate information can make an insurance claims process more difficult.
Common problems include waiting too long to notify your insurer, providing incomplete documentation, losing important evidence, failing to cooperate with reasonable information requests or arranging repairs before receiving approval.
Another mistake is assuming that having insurance automatically means every type of loss is covered.
Insurance policies contain limits, conditions and exclusions. Understanding these before something happens is one of the simplest ways to avoid an unpleasant surprise at claims stage.
A rejected claim doesn't necessarily mean the end of the process.
Start by asking for the reason for the decision and compare it with your policy wording and Coversheet. If you believe important information has been missed, follow your insurer's internal complaints or dispute process and provide the relevant supporting evidence.
Keep copies of claim numbers, correspondence and supporting documentation throughout the process.
Insurance exists to help protect you against specified financial losses when things go wrong. That makes the claims experience one of the most important parts of your relationship with your insurer.
Being prepared doesn't mean expecting the worst. It simply means knowing where your policy documents are, understanding your cover and knowing what to do when you need help.
South Africa's insurance sector processes substantial volumes of claims. As one indication of the broader role insurance plays, ASISA reported that its life-insurance members paid R626 billion in claims and benefits during 2025. That figure relates to the life-insurance industry rather than short-term motor, home or business claims, so it should be presented with that distinction.
Already with MiWay and something has happened? Don't spend time wondering what to do next.
You can submit your Miway claim online, upload the information requested and track the progress of your claim.
Looking for cover before the unexpected happens? Find out more about Miway car insurance and choose cover that suits your needs and budget.
Contact your insurer as soon as reasonably possible and within the notification period specified by your policy. Requirements vary between policies and incidents, so check your policy documentation rather than assuming one deadline applies to every claim.
Depending on the incident, your insurer may request your policy information, driver details, photographs, accident details, information about third parties and witnesses, and a police report or reference where applicable.
No single requirement applies to every type of insurance claim. Whether police information is required depends on the incident. Miway states that a police case number may be required in some cases.
There is no universal timeframe. Straightforward claims with complete information may move faster, while claims requiring additional documents, assessment or investigation can take longer. Miway's newer claims FAQ similarly notes that timelines depend on the claim type, available information, assessment complexity and third-party involvement.
You should check with your insurer first. Miway specifically advises customers not to proceed with repairs before receiving written approval.
It can in some circumstances. MiWay's current car-claims guidance notes that claims may influence premiums at renewal, particularly depending on factors such as claim frequency and value.
