After a motor vehicle accident: What you should do to avoid insurance claim delays

Being in a motor vehicle accident is 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. 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.

What you do after a motor accident matters. Here’s how to stay safe, report correctly and avoid unnecessary delays in your insurance claim.

According to the Department of Transport, in 2025 alone, there were an average of 26 vehicle accidents a day, largely due to poor driving and road conditions. According to Discovery Insure claims data, common causes of vehicle accidents include driving behaviours such as speeding, cellphone use and night‑time driving. Incidents that occur between 23:00 and 04:30 tend to be far more serious – up to nine times more severe than those that occur during the day.

“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.”

What to do immediately after an accident

Your priority is safety.

Switch off your engine and turn on your hazard lights. Check for injuries. If you or anyone else is hurt, call emergency services and the police immediately. Make sure that you and your passengers are out of harm’s way from passing traffic.

If the vehicles pose a serious traffic hazard and can still be driven, and it is safe to do so, move them to the side of the road. Otherwise, leave them where they are until the police and help arrive.

If you’re unsure of who to call or what to do next, 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. Exchange details with the other driver or drivers, including full names, contact numbers, ID numbers or driving licence details, and insurance information, if they are insured.

Supplying photos of the scene is not mandatory, but it can help your insurer process your request faster. If possible, take clear 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.

If available, save and back up any dashcam footage. If there are witnesses, take down their names and contact details.

If your vehicle needs to be towed, arrange this with your insurer to ensure that the towing provider is authorised. Take pictures of your vehicle before it’s towed, as well as the tow truck and its number plate, and note the tow driver’s name and company. This will protect you in case damage is found later.

Reporting the accident

All accidents – including single-vehicle accidents – involving vehicle or property damage, injury, or death must be reported in person to the South African Police Service (SAPS) within 24 hours. At the station, you will 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.

How to ensure a smooth insurance claims process

Whether or not you were at fault, and regardless of the extent of the damage, you or your financial adviser must report the accident to your insurer as soon as possible. Most insurers will 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.

It’s important to be aware that certain conditions and exclusions apply to your plan. For example, your claim 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.

Third-party claims

If another driver caused the accident, you can claim for repair costs from their insurer. Typically, your insurer will repair your vehicle and then recover the costs, including your excess where applicable, from the third party’s insurance.

To make a third-party claim, you 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 is uninsured, 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’re found to be at fault for the accident, your insurer will take care of the process for you. They’ll 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.

Claiming for pothole-related damage

If you hit a pothole, you don’t need to report the incident to the police. When notifying your insurer, you will need to provide the date, time, and location of the incident. Depending on your cover, your insurer may cover damage to tyres, rims, and suspension components. Some plans exclude damage to tyres alone, so it’s essential to understand your plan’s terms and conditions.

“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.”