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Claims Support
When the Unexpected Happens, Clarity Matters
Clarity and professionalism are essential when dealing with a claim. The process below outlines the steps required to report an incident and ensure efficient handling.
Submitting a claim requires accurate information and careful attention to the policy terms under which cover was issued. A well-prepared submission allows the claims process to move forward efficiently and ensures that the insurer can assess the circumstances correctly.
Several key considerations should always be kept in mind.
- Policy Conditions
- Prompt Notification
- Accurate Information
- Protection of Property
- Claims Assessment
- Professional Guidance
Claims Process
Steps to ensure your claim is processed efficiently.
01
Notify Us as Soon as Possible
Any event that may give rise to a claim should be reported as soon as reasonably possible. Early notification allows the claims team to guide the next steps, assist with immediate requirements, and ensure the process begins without unnecessary delay.
Claims should be formally submitted within 30 days of the incident.
02
Report Criminal Incidents to SAPS
Where an incident involves theft, criminal activity, accidents, or personal injury, the matter must be reported to the South African Police Service (SAPS) within 24 hours.
A valid SAPS case number and the name of the reporting police station will be required as part of the claims documentation.
03
Avoid Admissions of Liability
Following an incident, responsibility for the event should not be admitted at the scene or during any subsequent discussions. No statements, promises, offers of payment, or acknowledgements of fault should be made without the written consent of the insurer.
Liability is formally assessed during the claims process once all relevant information and documentation have been reviewed. This approach ensures that the circumstances of the incident are evaluated fairly and in accordance with the policy terms.
04
Prepare the Required Information
Depending on the nature of the incident, the following documentation may be required:
- Copy of the driver’s licence and identity document
- Vehicle registration certificate
- SAPS case number
- Repair quotation or damage assessment
- Details of other vehicles involved
- Contact information of the driver and witnesses
- Details of any property damage
- Information relating to injured persons
- Photographs, CCTV footage, or incident sketches, if available
05
Access Immediate Assistance Where Needed
In the event of a motor incident, roadside assistance can be arranged to organise towing and emergency support.
For residential emergencies such as geyser failures, electrical issues, or plumbing incidents, the relevant 24-hour Home Assist service should be contacted to arrange immediate assistance.
Important Considerations When Submitting a Claim
All claims are assessed according to the terms, limits, and conditions outlined in the insurance policy. Cover applies only where the event falls within the scope of the policy wording and where the insured has complied with all policy obligations.
All information provided during the claims process must be complete and accurate. Supporting documentation such as photographs, quotations, invoices, police reports, or witness statements may be required to validate the circumstances of the claim.
The insurer may appoint assessors, investigators, or repair specialists to review the circumstances of the claim. Their role is to determine the extent of the loss and confirm that the claim aligns with the policy cover.
Incidents should always be reported as soon as reasonably possible. Delays in reporting can affect the ability to investigate the event and may influence how the claim is assessed.
Reasonable steps should be taken to prevent further loss or damage after an incident occurs. Protecting the insured property forms part of the policyholder’s responsibility and helps limit additional losses.
Throughout the process, the Golden Shield advisory team remains available to assist clients with documentation, clarification of policy terms, and guidance on the appropriate steps required to progress a claim.
Our Commitment During the Claims Process
A claim represents a moment when clarity, experience, and professional guidance matter most
very claim submitted through Golden Shield is handled with the objective of ensuring the process moves forward with efficiency, accuracy, and transparency.
Our advisory team works closely with clients throughout the claims journey, assisting with documentation, clarifying policy conditions, and coordinating with insurers, assessors, and service providers where required. Careful oversight helps ensure that each claim receives the attention it deserves while maintaining full compliance with policy terms and insurer procedures.
Claims management is not simply about processing paperwork. It is about providing structured support, informed guidance, and dependable communication during situations that often require decisive action.
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