Claiming online: here’s how to do it

As one of South Africa’s leading insurers, we’re committed to ensure that our operations continue without compromising service levels  during these extraordinary times.

That means continuing to deliver on our promise of insurance good and proper by offering you an easy, safe and convenient way to claim through our dedicated client website or Santam App.

Claiming on the Santam Client Portal

Visit our client website and register if you haven’t yet, then link your policy to your account. Alternatively, log into your account and navigate to the Policy page. From here you can:

• Register a claim
• Track open claims
• View your claims history
• View your policy details
• View your payment details
• Request policy changes

Once you’ve submitted your claim, you will instantly receive a claims number - which you can use to track the progress of your claim - as well as an email confirmation. You can also view all your documents in one place - should you have any queries about what’s covered and what is not.

Please send an email to insure@santam.co.za with any questions about our online portal or app.

The documents you will require

Please ensure that you have the necessary documentation ready as these differ depending on the type of claim. For example, if you bump your car into a wall, we will need a SAP (case) number, your driver’s licence and Public Driving Permit (PDP) if applicable, but if your collision involved a third party, we will need the aforementioned documents plus details of the third party. If anything is stolen from your home - e.g. a TV or laptop - we will need a SAP (case) number, invoices as proof of repair/replacement, quotations to replace items and reports from service providers (Damage Report). View the full list of documents required here.

Reporting incidents on the Santam app

If you prefer to conduct your insurance affairs from your phone or tablet via the Santam app, download it here, and link your policy. The Santam Incident Reporter provides you with all the tools you’d need to report, document, and submit an accident or incident report directly to us, all within a matter of minutes. From your phone, you can record audio statements, directly upload incident photos, even call the police. If you’ve already submitted a claim, you can also track its progress on the app. What’s more, you can use the app to request changes to your policies and receive updates from us from wherever you are.

What happens to the actual claim?

We know that claims time is crunch time so we sort it out as quickly as possible. Rest assured that when you deal with South Africa's leading short-term insurer, you have a team of experts on hand who are highly skilled in handling even the most specialised claim. What’s more, we look for reasons to pay you, rather than not. Because we believe that's what proper insurance should do.

We wish you all the best during this extraordinary time and will keep you fully informed from our side, as the situation evolves.