Claims
Claims assistance for contractors
If something has gone wrong, this page explains what to do first, how to ask us for help and what information to prepare. Claims are assessed by the insurer, and we cannot promise that a claim will be accepted.
If anyone is injured or there is danger, call emergency services first.
What to do first
Make it safe
Look after people first, and prevent further damage as far as it is safe to do so.
Read your policy’s notification condition
It says who to notify, how and by when. Notify promptly.
Preserve evidence
Photograph the scene before things are moved, and keep damaged items for inspection until the insurer says otherwise.
Report theft or criminal damage
Report to the South African Police Service and keep the case number.
Do not admit liability
Do not agree settlements or make promises to third parties without the insurer’s agreement.
How to ask us for claims assistance
Use the contact form, or the contact options below where they are shown. Please include:
- Your name, company and how to reach you.
- The insurer and policy number, if you have them.
- The date, place and a short description of what happened.
- Whether anyone was injured or third-party property was damaged.
- Whether the incident has been reported to the insurer or the police.
Prepare supporting information
The information an insurer asks for depends on the loss, but these items are commonly useful.
- The policy schedule and wording, or the certificate of insurance.
- The contract and its insurance clauses, for project claims.
- Photographs and video of the loss from several angles.
- A written account with dates, times and witness details.
- Site records: diaries, progress reports and instructions.
- Purchase invoices, serial numbers and valuations for stolen or damaged items.
- Repair or replacement quotations, where the insurer asks for them.
Our guide to construction insurance claims documents sets out the evidence by type of loss.
What we can and cannot do
| We can | We cannot |
|---|---|
| Help you work out who to notify | Accept or decide a claim |
| Help you gather and organise supporting information | Promise that a claim will be paid |
| Communicate with the insurer on your behalf where appropriate | Promise how long a claim will take |
| Explain what the insurer has asked for | Change the terms of your policy after a loss |
Claims questions
How quickly do I need to report a loss?
Promptly. Your policy sets out how and when to notify the insurer, and late notice can affect a claim. Read the notification condition, and tell us if you are unsure who to notify.
Will you tell me whether my claim will be paid?
No. We cannot accept or decide claims, and we do not promise outcomes. The insurer assesses the claim against the policy terms and decides.
Can you help if the policy was not arranged through you?
You are welcome to ask. Whether we can assist depends on the circumstances, and we will tell you plainly what we can and cannot do.
Related
- Construction insurance claims documentsGeneral guidance on preparing a construction insurance claim: what to do first, evidence to gather by type of loss, and why the insurer’s instructions always take priority.
- Construction insurance FAQs for contractorsAnswers to common questions about construction insurance and guarantees for South African contractors, organised by cover and by stage.
- Complaints procedureHow to make a complaint to CivilCovered, what happens next, and where to escalate a complaint about us, an insurer or the handling of personal information.
- ContactWays to reach us and a short enquiry form.
Unhappy with how a matter has been handled? See our complaints procedure.
Need help with a claim?
Tell us what happened and we will help you work out the next steps. The insurer assesses the claim and makes the decision.