How the claims process actually works.
Claims are settled by your insurer, not by HomeCover — but knowing the sequence and paperwork up front is the single biggest factor in a fast payout.
1. Make the property safe and record everything
Stop further damage where it is safe to do so — shut off water at the mains for a burst geyser, board up broken glass, isolate a damaged distribution board. Photograph everything before repairs begin, including wide shots and close-ups with a timestamp.
2. Report within the notification window
Most South African policies require notification within 30 days, and within 24 to 48 hours for theft or malicious damage. Theft, hijacking and malicious damage claims also require a SAPS case number.
3. Assessment and quotes
The insurer appoints an assessor for larger claims or accepts two independent repair quotes for smaller ones. Do not authorise permanent repairs before the assessor has signed off unless the insurer has instructed you to.
4. Settlement
Settlement is by repair, replacement or cash-in-lieu, less your excess. Keep the excess amount accessible — it is payable before repairs are released in most contractor-managed claims.
If a claim is rejected
You may escalate internally, then to the National Financial Ombud Scheme of South Africa at no cost. Common rejection reasons are lapsed premiums, undisclosed material changes, gradual deterioration and unmaintained roofs or geysers.
Keep exploring
- See what the complete SA home insurance guide includes →
Every cover type, exclusion and claim rule explained in one pillar guide.
- Read up on side-by-side cover comparisons →
Head-to-head breakdowns of the choices most SA households get wrong.
- A closer look at premiums where you live →
Province and city pages with local risk, pricing and claim patterns.