Claims Information
Understanding the claims process can feel overwhelming, especially during a difficult time. We're here to guide you through every step, ensuring your claim is handled efficiently and with care.
How to Submit a Claim
Follow these steps to ensure your claim is processed as quickly and smoothly as possible.
Contact Your Broker Immediately
As soon as an incident occurs, get in touch with your Kotfou broker by phone or email. Early notification allows us to advise you on immediate steps and begin the process without delay. The sooner we know, the faster we can help.
Gather Required Documentation
Collect all relevant documentation such as photographs of damage, police reports, your policy number, and any supporting evidence. Having your documents ready upfront significantly speeds up the claims process and reduces back-and-forth.
Complete and Submit Your Claim Form
Your broker will provide you with the appropriate claim form for your policy type. Complete it accurately and thoroughly — incomplete forms are the most common cause of delays. Your broker can assist you with filling in any sections you're unsure about.
Assessment and Investigation
Once your claim is submitted, the insurer will review all documentation and may appoint an assessor to evaluate the damage or loss. Depending on the nature of the claim, this may include a site visit or inspection. Your broker will keep you informed throughout.
Claim Decision and Communication
After the assessment, the insurer will approve, partially approve, or decline the claim based on the policy terms and evidence provided. Your broker will communicate the outcome to you, explain the decision, and advise on any next steps if needed.
Settlement and Payout
Once your claim is approved, the insurer will arrange the settlement. This may be a direct payout, a repair authorisation, or a replacement, depending on your policy terms. Your broker will ensure the settlement is fair and processed as quickly as possible.
Important Claims Information
Please take note of the following conditions that apply to all claims, regardless of the type of claim or insurer.
What Is Covered
Any claimable damage must occur suddenly and unforeseen — something that could happen, but will not happen for certain, like a lightning strike or tornado.
What Is Not Covered
- • Something that will happen, like rust, mildew, damp, or bleaching, is not covered.
- • Gradual deterioration and wear-and-tear will never be covered by insurance.
- • Resulting damage caused by a lack of maintenance is normally not covered. Failing to do waterproofing and regular maintenance on your roof will result in claims not being met.
- • The cost of the maintenance itself is not covered either.
Reporting Timelines
- • All losses must be reported to KotFou Brokers by means of a claim form within 30 days of occurrence.
- • Vehicle accidents must be reported to SAPS within 24 hours.
- • Crime-related incidents must be reported to SAPS within 48 hours.
Vehicle Accidents
- • Ensure that you have the Roadside Assist number for your relevant insurer saved on your phone, including your policy number.
- • Keep the accident information form in all your vehicles and complete it immediately after an accident.
- • Vehicles are insured for their current retail value.
Property & Valuables
- • Average applies to all property sections (excluding vehicles). Items should be insured for their new replacement value. If not, claims will only be settled on a proportional basis.
- • Any salvage or damaged items must be kept for inspection by the insurer.
- • Where applicable, take photos of any damages as soon as possible after a loss.
- • Laptops left in a vehicle should be in a locked compartment or boot and out of sight. Ensure the vehicle is locked — if there is no forcible entry, there is no cover.
Supporting Documentation
Please ensure you submit the following with your claim form:
Vehicle Accidents
- • Driver's licence
Property Damaged / Lost / Stolen
- • Photos of damage
- • Replacement / repair quotation
- • Proof of ownership where possible
Jewellery
- • Copy of the latest valuation
Claim Forms
Select a claim form from the list below and submit it to us.
General Claim Form
For general insurance claims not covered by a specific form type.
Geyser Claim Form
For claims related to geyser damage, burst, or malfunction.
Vehicle Accident — Own Damage
For claiming damage to your own vehicle in an accident.
Vehicle Accident — Third Party Particulars
For recording third party details following a vehicle accident.
Vehicle Theft
For reporting and claiming vehicle theft or hijacking.
Body Corporate Claim Form
For body corporate and sectional title insurance claims.
What to Expect After Submitting
We understand the waiting period can be stressful. Here's what happens after your claim is submitted so you know exactly what to expect.
Acknowledgement
1 – 2 Business Days
Your claim is received and logged. You'll receive a reference number and confirmation that the process has begun.
Assessment
Varies by Claim Type
An assessor reviews your documentation and may arrange an inspection. Your broker will coordinate and keep you updated throughout.
Decision
After Assessment
The insurer communicates whether your claim is approved, partially approved, or declined. Your broker will explain the outcome and any options available to you.
Payout
Once Approved
Settlement is processed via direct payment, repair authorisation, or replacement. Your broker ensures the process is completed promptly and fairly.
Ready to Start Your Claim?
Whether you need to report an incident or have questions about the claims process, our team is here to help. Get in touch with us and we'll guide you through every step.
Get in Touch