What to Expect During the Car Insurance Claim Investigation

If you’ve recently been in an accident or suffered vehicle damage, you may find yourself navigating the car insurance claim process for the first time. Part of almost every car insurance claim is an investigation. Understanding what this investigation entails, why it’s necessary, and how to prepare can help you manage expectations and avoid delays.

At Budget Insurance, in addition to providing affordable Car Insurance, our goal is to provide you with clear, practical information about the insurance claim process so you know what to expect from start to finish.

Why insurers investigate car insurance claims

When you file a car accident claim, your insurer won’t automatically pay out — they first need to verify the details and assess the validity of the claim. While the vast majority of drivers are honest, insurance companies must protect against fraud.

According to industry estimates, South African short-term insurers, including car insurance providers, lost around R7 billion in 2019 to fraudulent claims. Preventing such fraud helps ensure the insurer's financial stability, which benefits honest policyholders by keeping premiums fair and ensuring funds are available for legitimate accident claims.

An investigation confirms that:

• The accident or incident actually occurred.

• The details provided are accurate and complete.

• Liability and damages are assessed fairly.

These checks are especially common in cases involving severe vehicle damage, total loss, or significant third-party property damage.

The car insurance claim process step-by-step

Filing a car insurance claim can be stressful — particularly after a major accident or theft. Knowing the steps involved can make it easier to stay organised and meet your insurer’s requirements.

1. Report the incident to the police

Before beginning the accident claim process, you must report the incident to the police and obtain a case number. This is mandatory in South Africa for both theft and accidents.

2. Submit your claim to your insurer

Contact your insurer. For example, Budget Insurance allows you to register your claim via their WhatsApp line or by calling 0861 60 01 20. You’ll receive a reference number to track progress.

3. Work with your claims representative

A dedicated claims representative will be assigned to guide you through the car insurance claim process. They will collect required documentation, answer your questions, and liaise with the insurance adjuster.

4. Assignment of an insurance adjuster

The insurer will appoint an insurance (claims) adjuster. This professional will:

• Review the claim details.

• Inspect the damaged vehicle.

• Interview witnesses if necessary.

• Request additional documentation or photos.

This is where most of the investigative work happens.

5. Investigation and verification

The adjuster will gather evidence to determine liability, assess the extent of damage, and ensure that the payout matches your policy cover — avoiding both underpayment and overpayment.

6. Claim decision and outcome

Once the investigation is complete, the insurer will decide whether to:

• Approve and pay in full (according to policy terms).

• Approve with partial payment (with reasons provided).

• Reject the claim (with reasons given and dispute options explained).

Therefore, concluding the insurance claim process can take a few days or months. Make sure you’re well-versed with the car insurance claim checklist.

Factors that can affect your insurance claim

Your car insurance claim may be delayed or impacted by:

• Extent of damage — major damage usually takes longer to assess.

• Policy cover limits — payouts depend on your policy’s terms.

• Past claims history — frequent claims can influence both premiums and investigation scrutiny.

• Missing or incomplete documents — adjusters rely on accurate, complete evidence.

4 Tips for a smooth accident claim process

To help your claim progress quickly and without complications:

1. Be transparent — answer all adjuster questions honestly.

2. Stay organised — keep copies of police reports, photos, and third-party details.

3. Know your rights — you can dispute an insurer’s decision if you feel it’s unfair.

4. Understand your policy — review it annually and ask questions if anything is unclear.

FAQs about car insurance claim investigations

• How long does a car insurance claim investigation take?

Minor claims can be finalised in a few days, while complex cases with disputed details can take weeks or even months.

• Can my insurance claim be rejected?

Yes. If the insurer finds inconsistencies, policy exclusions, or insufficient evidence, they may reject your claim.

• What documents do I need to file a car accident claim?

A police report, photos of the scene and damage, witness statements (if available), and proof of ownership are typically required.

• Can I get a quote for car insurance during a claim?

Yes. You can request a quote for car insurance at any time to compare coverage and costs — even if you currently have a claim in progress.

Get a Car Insurance quote from Budget Insurance

Whether you’re looking for competitive premiums, reliable service, or straightforward car insurance claim processes, Budget Insurance can help. Request a free quote for Car Insurance today and ensure you have the right cover when you need it most.