What to do first
Make the situation safe
Look after people first. Call emergency services where needed and prevent further damage, as far as it is safe.
Read your policy’s notification condition
Policies usually require prompt notice and set out how and to whom it must be given. Late notice can affect a claim.
Preserve the evidence
Photograph and record the scene before anything is moved, where it is safe to do so. Keep damaged items for inspection until the insurer says otherwise.
Report theft and criminal damage
For theft or suspected criminal damage, report to the South African Police Service and keep the case number.
Avoid admissions
Do not admit liability, make promises or agree settlements with third parties unless the insurer has agreed.
Tell your broker or us
We can help you identify who to notify and what to gather. We cannot accept or decide a claim.
Core documents to have ready
For almost any claim
- The policy schedule and policy wording, or the certificate of insurance.
- The contract, insurance clauses and contract data relevant to the project.
- A written account of what happened, with dates, times and locations.
- Photographs and video of the loss, taken from several angles.
- Names and contact details of witnesses.
- Site diary entries, daily reports and instructions from the employer’s agent.
- Any correspondence with the employer, third parties or authorities about the incident.
Evidence by type of loss
| Type of loss | Evidence that commonly helps |
|---|---|
| Damage to the works | Progress records and measurements, drawings, photographs before and after, weather records, repair quotations, the contract value and payment certificates. |
| Theft of materials or plant | Police case number, delivery notes and purchase invoices, plant register with serial numbers, security records, evidence of forced entry, tracking data. |
| Plant or machinery accident | Operator statement, maintenance and service records, photographs, assessor or workshop reports, repair quotations, details of any third parties involved. |
| Third-party injury or damage | Incident report, photographs, details and statements of the people involved, any letter of demand or claim received, site safety and traffic records. Do not admit liability. |
| Loss in transit | Delivery or waybill records, driver statement, vehicle and route details, packing and securing records, police report if relevant, details of any carrier involved. |
| Hired-in plant | Hire agreement, delivery and condition records, evidence of insurance given, correspondence with the hire company. |
A guide only. The insurer will tell you what it needs for your claim.
Costs and quotations
Insurers normally want to assess repair or replacement costs before work is done. Before you instruct repairs, ask the insurer whether it wishes to inspect, appoint an assessor, or approve a repair quotation. Keep invoices and proof of payment for any emergency work you carry out to protect property, because insurers may ask for them.
- Obtain written repair or replacement quotations where the insurer asks for them.
- Keep a log of the time and cost of emergency measures.
- Do not discard damaged items until the insurer has inspected or released them.
- Keep a record of all communication with the insurer, with names and dates.
If a third party makes a claim against you
- Tell the insurer immediately
- Pass on any letter, summons or demand as soon as you receive it, without responding.
- Do not negotiate or admit fault
- Policy conditions commonly restrict settlements without the insurer’s consent.
- Gather the facts
- Keep incident records, photographs, safety documentation and witness details.
How we can help
We can help you work out who to notify, assemble the supporting information and communicate with the insurer on your behalf where appropriate. Our claims assistance page explains how to request help. To check what documents your own policy requires, see also the construction insurance checklist.
Common questions
Should I start repairs before the insurer inspects?
Not unless it is necessary to prevent further loss. Ask the insurer first, keep records of any emergency work and do not discard damaged items until the insurer has said that it has finished with them.
What if I did not notify the insurer straight away?
Notify as soon as you can and be honest about the timing. Late notice can affect a claim, so do not wait because you are unsure what to say.
Do I need a police case number?
For theft or suspected criminal damage, insurers usually expect the matter to be reported to the South African Police Service, so keep the case number. Your policy sets out the requirements.
Need help preparing a claim?
Contact us with the policy details and a short description of what happened, and we will help you work out the next steps.
Talk to us about a claimAn enquiry does not put cover in place. Cover is subject to underwriting and policy terms.
Related reading
- Claims assistanceHow to request claims assistance and prepare supporting information.
- Construction insurance checklist for contractorsA construction insurance checklist for a broker conversation: project details, contract requirements, covers, plant, subcontractors and comparing quotations.
- Construction insurance FAQs for contractorsAnswers to common questions about construction insurance and guarantees for South African contractors, organised by cover and by stage.
- Documents needed for a construction insurance quoteA practical guide to the documents and information needed for a construction insurance quote: project, contract, plant, business and claims information.