Claim Emergencies
When You Cannot Wait, Start Here.
We understand that incidents leading to a claim are often stressful. This guideline is designed to make the process easier for you by providing step by step assistance for Property Damage, Motor Accidents and insurance emergencies when our offices are closed.
Clarity. With Care.™
Emergencies Outside Office Hours
Your General Approach When You Cannot Wait
Insurers generally first determine whether or not the loss event claimed for is covered and if it is, they usually assess all claims, before authorizing repairs, replacing the asset or paying you. However, there may be times when you cannot wait and emergency action is required.
If you elect to pay or authorize the repair or replacement prior to the insurer admitting the loss and giving the go ahead, a rule of thumb to keep in mind is that insurers will never pay more than what they would have paid, had they had the opportunity to assess and authorize the loss.
Do
Act as though you are not insured and take all reasonable steps to avoid further loss Policy Requirement
Take extensive photos of the damage before any repairs are undertaken or before you replace an asset for your own account
Obtain the full details of any third party, if they caused the damage, for financial recovery purposes Policy Requirement
Obtain a minimum of two quotes from reputable repairers or suppliers
Keep damaged parts and any salvage Policy Requirement
If you authorize repairs, send us the two quotes and invoice as soon as possible, including proof of payment if you settle the invoice
Report theft, loss of property and motor accidents to the Police immediately
Make temporary repairs if safe to do so, like boarding up broken windows or covering a hole in the roof Policy Requirement
Contact your insurance broker or insurer as soon as possible to report the damage Policy Requirement
Keep receipts for any repairs, materials or services you authorize
Maintain copies of all communication with your insurance company, photos, receipts and repair estimates
Do Not
Abandon your property. Leaving or abandoning damaged insured property could affect your cover Policy Requirement
Admit liability to Third Parties Policy Requirement
Start repairs until your insurance company approves them (unless emergency temporary repairs are needed to prevent further damage)
Authorize permanent repairs without insurer approval. This authority only vests with your insurer
Delay notifying your insurer or broker. Late notification may result in a rejected claim
Attempt to handle a legal liability claim without the insurers knowledge
Discard damaged parts or salvage before the insurer has assessed the loss
Ignore correspondence from third parties. Forward all correspondence, allegations and demands to Chadwicks without delay Policy Requirement
Property Damage
What To Do After Property Damage
If on site assessment is delayed due to offices being closed, follow the steps below to document the damage and contact us as soon as we are open for business.
01
Ensure Safety
Check for hazards like gas leaks, electrical damage or structural instability. Evacuate the property and call emergency services if necessary.
02
Document the Damage
Take clear photos and videos of the damage, including close up and wide shots. Note the date, time and any details about the cause of the damage.
03
Make Temporary Repairs (if safe)
Virtually all insurance policies require you to take reasonable steps to prevent further damage, like boarding up broken windows or covering a hole in the roof. Not doing so may affect your cover. Keep receipts for any repairs, materials or services you authorize.
Policy Requirement
04
Do Not Abandon Your Property
Leaving or abandoning damaged insured property could affect your cover.
Policy Requirement
05
Mitigate Further Loss
Take steps to prevent additional damage, like turning off utilities or removing valuables from a flooded area.
Policy Requirement
06
Contact Details Of Third Party (if applicable)
If someone else caused the damage, get their contact and insurance information.
Policy Requirement
07
File a Police Report (if applicable)
Crimes like vandalism or theft must be reported to the police. Obtain the police case reference number and a copy of the police report.
Policy Requirement
08
Contact Your Insurance Broker Or Insurer
Call your insurance broker or insurer as soon as possible to report the damage. Ask about any specific instructions or documentation they require.
Policy Requirement
09
Cooperate with Your Insurer
Work with the insurer or their appointed insurance adjuster during the inspection and answer their questions honestly and promptly.
Policy Requirement
10
Wait for Assessment and Repair
Do not start repairs until your insurance company approves them. Once approved, choose a qualified and reputable contractor for repairs (unless the insurer selects the repairer).
11
Keep Records
Maintain copies of all communication with your insurance company, photos, receipts and repair estimates.
12
Follow Up on Your Claim
Chadwicks will continually follow up on your claim on your behalf until finalised.
Motor Vehicle Accident
What To Do After A Motor Vehicle Accident
01
Ensure Safety
If you or anyone else is injured, seek medical attention immediately. Move your vehicle to a safe location away from traffic if possible.
02
Exchange Information
Get contact and insurance details from all drivers involved.
03
Document the Scene
Take photos of the accident scene from multiple angles, showing the damage to all vehicles involved.
04
Remove Valuables
Before towing, remove any valuables from your vehicle.
05
Gather Witness Information
Get the names and contact information from any witnesses to the accident.
06
Sketch the Accident (if possible)
Make a basic sketch of the accident scene, showing the positions of the vehicles and contributing factors.
07
File a Police Report
Motor accidents must be reported to the police. Obtain the police case reference number and a copy of the police report.
Policy Requirement
08
Warranty Repairs
If your car is under warranty, confirm with your insurer that your chosen repair shop will not void the warranty.
09
Arrange Towing and Assessment
Non-Drivable Vehicles: Contact us to arrange towing to an approved repair center for assessment and repairs (unless the vehicle is beyond economical repair). If our office is closed, arrange for towing to the nearest approved and reputable repairer and keep all receipts and invoices.
Drivable Vehicles: Chadwicks will schedule an assessment and repairs at an approved repair center or repairer. If the vehicle is a write off (beyond economical repair), the vehicle will be towed to a place nominated by the insurer.
10
Insurance Claim Process
Follow the instructions provided by us and submit all required documents promptly.
11
Keep Records
Maintain copies of all communication relating to the claims including photos, police reports, repair estimates and medical bills (if applicable).
12
Follow Up on Your Claim
Chadwicks will continually follow up on your claim on your behalf until finalised.
Contact Details
Client Services
clientservices@chadwicks.co.za
Claim Services
claimservices@chadwicks.co.za
Telephone
0861 RISK 00 (0861 7475 00)
Location
Bridgewater Suites, C404
Conference Lane, Century City, 7441 PO Box 5855, Tyger Valley, 7536
Conference Lane, Century City, 7441 PO Box 5855, Tyger Valley, 7536
Office Hours
Monday – Friday: 8:30am – 4:30pm
Excluding Public Holidays
We'll notify you of any changes
All instructions, policy changes or cover requests must be submitted via email or telephone. For your protection and ours, we cannot accept instructions via WhatsApp, SMS or social media due to regulatory requirements and client security.
Available 24/7
Chadwicks Assist
Emergencies do not keep office hours. Chadwicks Assist gives you access to essential emergency support services: roadside, medical and home assistance, anytime, anywhere.
Have a Claims Emergency?
Step-by-step guidance for when it matters most.
