Discovery Insure has provided a breakdown of what South Africans should do after a car accident to help avoid insurance claim delays.
Discovery Insure acknowledged that being in a car accident is incredibly stressful, even when no one is hurt.
“In the minutes and hours that follow, it’s natural to feel shaken and unsure of what to do next,” said the insurer.
“But a few calm practical steps at the scene, reporting the accident correctly to the police and your insurer, and staying in close contact during the process can make a big difference.”
The Department of Transport said that there was an average of 26 vehicle accidents per day, mainly due to poor driving and road conditions.
Discovery Insure’s claims data showed that speeding, cellphone use, and nighttime driving were the primary causes of accidents.
Incidents between 23:00 and 04:30 tended to be the most serious – up to nine times more severe than those at any other time of the day.
“An accident, whether it involves another vehicle, a pothole, or even a wall, can leave you feeling overwhelmed,” said Precious Nduli, Chief Commercial Officer at Discovery Insure.
“In that moment, it’s easy to miss important details. That’s why having some basic know‑how helps. Early reporting and accurate information are critical to prevent unnecessary delays in processing a claim.”
What to do immediately
Safety is the priority. One should switch off their engine and turn on the hazard lights in an accident. Check for injuries, and call emergency services immediately if someone is hurt.
One should also make sure that they and their passengers are out of harm’s way from passing traffic. If the vehicle poses a serious traffic hazard, move to the side of the road whenever possible.
Otherwise, leave the car where it was until the police and help arrive. If you don’t know who to call, most insurers have an emergency line that can guide you while you are still at the scene.
What information to collect
Gathering accurate details at the scene will make the insurance claims process much easier.
One should exchange details with the other driver, including full names, contact numbers, ID numbers or driving licence details, and insurance information.
Photos of the scene are not mandatory, but they can help your insurer process your request faster. One should take photos of:
- The complete scene, including wide and close-up shots
- Damage to all vehicles involved
- Skid marks or debris on the road
- Traffic lights, road signs or visible road defects (like potholes), if they are relevant
- Vehicle number plates and licence discs
- The exact location of the accident, including street names
Dashcam footage and witness contact details can also help with claims where available.
If the vehicle needs to be towed, arrange this with your insurer to ensure that the towing provider is authorised.
Take pictures of the car before it is towed, as well as the tow truck and its number plate. Note the tow driver’s name or company, as this can help protect you if car damage is found later.
Reporting the accident
All accidents must be reported in person to the South African Police Service (SAPS) within 24 hours. You will need to complete an accident report and receive a case number.
A reasonable grace period will be applied if you can prove that you were injured or hospitalised and were unable to go to the police station within 24 hours.
You must also report the incident to your insurer as soon as possible, even if it was not your fault. Most insurers typically give you up to 30 days to submit a claim. You will need:
- Your plan details
- Police case number
- Details of the accident and all parties involved
- Supporting pictures or witness statements, if available.
Repairs must not be carried out on the vehicle until your insurer has inspected it and assessed the extent of the damage.
One must also note that certain conditions and exclusions apply to your plan. For instance, your claim may not be covered if the driver was under the influence of alcohol or drugs at the time of the accident.
Third-party claims
If another driver caused the accident, you can claim for repair costs from their insurer. Normally, your insurer will repair your vehicle and then recover the costs, including your excess, from the other party’s insurer.
To make a third-party claim, one will need a police case number. Your insurer may also provide a No Claims Letter to confirm that you are not claiming under your own plan.
If the other party does not have insurance, claims of up to R20,000 can be made through the Small Claims Court. Larger claims will require the Magistrate’s or High Court.
If you are at fault, your insurer will handle the process for you. They will assess the damage to the third party’s vehicle, share the report with them, and suggest a repairer.
“Once the third party is happy to proceed, your insurer will handle the payment, and the third party can then take their car to the repairer to get the work started,” said Discovery Insure.
