Our Service Commitments
At Chadwicks, we know that insurance claims are unexpected and often traumatic. That is why we combine strong service commitments with personal support, to make your claims experience as smooth and reassuring as possible.
Whether you need to report a motor accident, property damage or another type of loss, we are here to guide you every step of the way.
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Motor Accident
If you have been involved in a motor accident, please let us know as soon as possible.
For full step by step instructions on what to do and what documents are needed, click here to view our Car Accident Procedures.
Property Damage
If your home, office or other property has been damaged or stolen, please notify us promptly to start the claims process.
For detailed guidance on managing property claims, click here to view our Property Claims Procedures.
All Other Claims
For a full overview of procedures for all other claim types, click here to view Claims Procedures.
Emergency Assistance
Please call our 24/7 Emergency Assistance Line: 0861 115 530, for emergencies requiring an immediate response outside of our office hours.
Our Service Level Commitments
Exceptional support and service during a claim is what you can expect from us:
- A Dedicated Claims Handler: One point of contact, from start to finish.
- An Acknowledgement Within 24 Hours, but usually much sooner : We will confirm receipt of your new claim within one working day or sooner
- A Meaningful Response Within 24 to 48 Hours: Any claim queries or updates will be addressed within one to two working days.
Specific Timeframes:
- Motor Accident Repairs: Repairs authorised within 2–3 working days (if documents are complete).
- Vehicle Theft Claims: Settled within 30–45 days (after police report and standard recovery waiting period).
- Property Claims Under R5,000: Settled within 2-5 working days (if documents are in order).
- Property Claims Over R5,000: Settled within a reasonable timeframe (with loss adjuster appointment if required).
- Other Losses: Settled in line with the applicable Claims Procedure Guide.
Office Hours
Our offices are open:
Monday to Friday, 8:30am to 4:30pm (excluding Public Holidays).
Should these hours change, we will notify clients in advance by email.
Claim FAQ
Q1: What documents will I need?
It depends on your claim type, but usually we will ask for a completed claim form, supporting documents (such as photos or quotes) and police reports (where applicable). Full details are available on our Claims Procedures page.
Q2: How quickly will someone contact me?
We will acknowledge your claim within one working day or less and assign a dedicated claims handler to personally manage your claim.
Q3: What if I am unsure whether my claim is valid?
No problem. Simply contact us and we’ll talk you through it before you proceed.
Q4: What happens after I submit my claim?
Your dedicated handler will review your documents, liaise with the insurer and keep you updated every step of the way.
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