Following a car crash or accident, the last thing motorists want to deal with is a long, drawn-out claims process.
This can be achieved when following the right steps, no matter the type of incident or crash.
“An accident, whether it involves another vehicle, a pothole, or even a wall, can leave you feeling overwhelmed,” says 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.”
Should you be involved in a crash, the first step is to prioritise yourself and your passengers’ safety, switch off the vehicle, switch on hazards, and check for injuries.
If anyone is hurt, the first step is to call emergency services and police before ensuring that you and your passengers are out of harm’s way.
If you are unsure of who to call or what to do next, most insurers have an emergency helpline that will guide you while you are still on the scene.
Discovery advises moving vehicles involved in a crash – granted they can still be driven and it is safe to do so – to the side of the road if they pose a serious traffic hazard.
The alternative is to leave them where they are until the police and help arrive.
Following an accident, including a single-vehicle accident, if it involved vehicle or property damage, injury, or death, it must be reported in person to the police within 24 hours.
At the station, the involved party will need to complete an accident report and will be issued a case number.
Should you not be able to go to the police station within 24 hours, a reasonable grace period will be applied if you can prove that you were injured or hospitalised.
Ensuring a smooth claims process
Following the incident and subsequent police report, the claims process happens in the background, but to ensure this runs smoothly, a few boxes need to be ticked.
While at the scene, Discovery advises gathering accurate details, including other drivers’ full names, contact numbers, ID numbers or driving licence details, and insurance information, if they are insured.
Although supplying photos of the scene is not mandatory, it may help insurers process requests faster if the photos show the complete scene, damage to all vehicles involved, skid marks or debris, relevant road or road sign defects, vehicle number plates and discs, and the exact location of the incident.
Should there be any dashcam footage, it must be saved and backed up, and witness names and contact details also need to be recorded.
If your vehicle is towed, arrange this with your insurer, and take photos of the vehicle before it is towed, as well as the tow truck and its number plate, in case additional damage is uncovered later.
Whether or not you were at fault, accidents must be reported to your insurer as soon as possible – most insurers give up to 30 days’ grace.
To submit a claim, insured parties need the following:
- Your plan details
- Police case number
- Details of the accident and all parties involved
- Supporting pictures or witness statements, if available.
Repairs cannot be carried out until the insurance company has inspected it and assessed the extent of the damage.
It is also important to note certain conditions and exclusions in your plan.
Discovery notes that claims may not be covered if the driver was under the influence of alcohol or drugs at the time of the incident, if the vehicle was being hired out or used for reward, or if the vehicle was in an unroadworthy condition.
“Accidents are stressful and inconvenient at the best of times,” says Nduli.
“Knowing what to do helps make the process more manageable. If you’re unsure of anything, contact your insurer on the spot. They are there to guide you.”
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