Claims
First, the part that matters most: if anyone else is involved, do not admit fault and do not promise to pay for anything. Then get the basics to the claims team through any channel below, and the claims team takes it from there with you.
066 121 8892
Send photos, documents and the story straight from the site.
claims@civilsure.co.za
Best for the claim form and anything with attachments.
080 777 7771
Free to dial from most networks. Same team.
For geyser bursts, roadside breakdowns and accidents where your policy includes an assistance benefit. These are the insurers' own emergency lines, published here at their instruction so you can reach the right one out of hours. Which line applies to you depends on which insurer is on your policy schedule. Check the schedule, or ask us in office hours.
Step one, at the scene
Once everyone is safe and the scene is secure, much of the claim rests on what you capture early. Find your situation below. If more than one applies, do all of them.
Photograph the incident and every bit of the damage
Note the street name and address where it happened
Note the date and time
Report it at the police station and note the case number
Keep or request a full copy of the police report. The insurer usually asks for it
Photograph the point of entry and whatever is left
Photos, date and time, street name and address
Their name, contact number, email and postal address
What happened, in your own words, and their attorney’s details if they have one
Do not admit fault or promise to cover damage. Site tip: phone their number while you are both standing there to confirm it is real, and ask to see an ID book or card to confirm their full name. Their details go to the insurer for the claim only.
One thing that helps. Label every photo, document and form clearly before you send it. Mislabelled files and big unstructured bundles can delay the review and the outcome.
The process
Eight steps. The first four are yours, the last four happen on our side and the insurer’s. No black box.
The checklists above: photos, date and time, the address, and the police case number if anything was stolen.
WhatsApp, email or phone the claims team with what happened and what you collected.
The claims department partially fills in the relevant claim form and sends it to you.
Email or WhatsApp, with everything clearly labelled.
Your form plus the evidence, sent through to the insurer.
Depending on the case, an assessor is sent to the site. Timing depends on the assessor’s availability.
to the insurer on what they found.
under your policy wording: full payment, partial payment, or rejection.
The outcome
Either way, you hear the reasons, and either way you are not left to deal with it alone.
The independent route. If you dispute the insurer’s final decision, you can take the complaint to the National Financial Ombud Scheme South Africa (NFO), the independent industry ombud recognised by the Ombud Council. It costs you nothing to use. Call 0860 800 900, email info@nfosa.co.za or visit nfosa.co.za. Mind the deadlines in the rejection letter.
Two different routes. The NFO above is for a complaint about the insurer's decision on your claim. A complaint about CivilSure itself, our service or our advice, goes to the FAIS Ombud instead. Call 012 762 5000, email info@faisombud.co.za or visit faisombud.co.za. You are welcome to bring it to us first either way, and we will deal with it under our own complaints process.
Claims are decided by the insurer under your policy wording and schedule, not by CivilSure. This page is a plain language guide to the process, and nothing here changes what your policy says. General information only. It is not legal advice or advice on your contract.
Ask before you assume. Tell the claims team what happened and we will tell you what the policy asks for and what to gather. Whether to submit is your call, and the outcome is the insurer’s decision. No obligation either way.
