Insurance Claims | What to Do After Damage, Loss or an Accident

Published Date: 07/22/2026
Source: Indwe Risk Services

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The scenarios are familiar. A burst pipe floods part of a home overnight, or a severe storm damages a roof. Elsewhere, a vehicle is involved in an accident on the way to work, and a break-in leaves a family dealing with loss and uncertainty.

Unexpected events like these can be stressful, disruptive, and emotionally draining. In the immediate aftermath of such a dramatic event, it is often difficult to know what to do next, particularly when there is damage to assess, repairs to arrange, and insurance matters to consider.

Once everyone is safe, one of the most important steps is gathering the right information and reporting the incident as soon as possible. The information provided in the hours and days following an incident can help the claims team understand the circumstances, guide the next steps, and support a more efficient claims process.

Key steps to take:

• Claims should be reported as soon as possible after an incident occurs.
• Photographs, videos, invoices, quotations and supporting documents can assist with claim assessment.
• Damaged items may need to be inspected before disposal.
• Emergency repairs may sometimes be necessary to prevent further damage or secure a property.
• Home and motor claims often require different supporting information.
• Detailed information helps claims teams understand the circumstances and extent of damage or loss.

Why the Information You Provide After an Incident Matters

The insurance claims process actually starts long before a claim form is completed.

The actions that are taken immediately after damage, loss or an accident can play a vital role in helping the claims team understand what happened and guide them in determining the next steps. Although every claim is unique, the same principle generally applies: the clearer the information, the easier it becomes to assess the circumstances and provide guidance.

Photographs, videos, supporting documentation, repair information, and detailed descriptions all come together to create a clearer picture of the incident. They can also assist where emergency repairs are required, where property damage affects habitability, or where vehicle damage requires towing, storage or assessment.

The claims process is not only about what was damaged. It is also about understanding how the incident occurred, what has been affected, whether there are immediate safety concerns, and what support may be required.

Section1: Safety First, Then Report the Incident

Once everyone is safe and any immediate emergency has been addressed, the incident should be reported as soon as possible.

When reporting a claim, try to provide:

• The date and time of the incident
• The location where it occurred
• A detailed description of what happened
• Information about any emergency services, security providers, plumbers, electricians, towing services, or other professionals who attended the scene

The earlier the claims team is notified, the sooner guidance can be provided on the next steps.

Section 2: Document Everything

Clear visual evidence can make a significant difference when assessing damage.

Where possible:

• Take photographs and videos immediately
• Capture wide-angle images showing the full scene
• Take close-up photographs of specific damage
• Keep receipts, invoices, quotations and any correspondence linked to the incident

For property damage, photograph affected rooms, ceilings, walls, floors, furniture, appliances and contents.

For motor claims, take photographs of:

• The vehicle from multiple angles
• Visible damage
• Vehicle registration plates
• Road conditions
• Any other vehicles involved

Section 3: Preserve Damaged Items

It may be tempting to clear damaged items away immediately, especially after flooding, fire damage, storm damage, or theft.

However, damaged items may need to be inspected or assessed before disposal. In many cases, the insurer may also be entitled to the salvage value of damaged items, making it important not to dispose of them without approval.

As a general rule:

• Do not dispose of damaged items before they have been assessed or you have received approval from your insurer.
• Contact the claims team if damaged items present a health or safety risk.
• If urgent removal is necessary, record everything thoroughly with photographs and videos before doing so.

Section 4: Record Emergency Repairs and Temporary Arrangements

In some situations, emergency repairs cannot wait.

A roof may need temporary covering after a storm. A burst pipe may require urgent plumbing repairs. A damaged entrance may need securing after a break-in.

If emergency work is required:

• Record what repairs have already been completed
• Note what additional repairs are still required
• Keep all quotations, invoices and proof of payment
• Avoid permanent repairs until guidance has been provided, unless action is necessary to prevent further damage or protect safety

Section 5: What Information the Claims Team Needs

The more clearly the circumstances can be explained, the easier it becomes to understand the full extent of the incident.

Useful information may include:

• How the incident occurred
• The areas affected
• The quantity and extent of damage
• Whether the damage is isolated or widespread
• Relevant supporting details such as weather conditions, power interruptions, forced entry, impact damage, or third-party involvement

Providing a complete picture helps the claims team assess the situation and identify any urgent requirements.

Section 6: Home Claims Checklist

For storm damage claims, fire damage claims, flood damage claims, water damage claims, or structural incidents, additional information may be needed.

Consider the following:

• Is the property still safe to occupy?
• Is emergency accommodation required?
• Is there access to electricity, water, and sanitation?
• Have furniture, contents, or personal belongings been damaged?
• Does the property require urgent securing, cleaning, drying, or safety repairs?

This information helps to determine the extent of the loss as well as any immediate support requirements.

Section 7: Motor Claims Checklist

For a motor insurance claim, the following information can be particularly important:

• Is the vehicle driveable?
• Where is the vehicle currently located?
• Was the vehicle fully or partially submerged in water?
• Was the vehicle started after water exposure?
• Were there any injuries?
• Were any other vehicles, pedestrians, or third-party property involved?
• Is towing or roadside assistance required?
• Was the incident reported to SAPS where required?

Providing these details early can guide the claims team through the next steps more efficiently.

Real-World Impact

The impact of an incident often extends far beyond just the visible damage. A flooded home may require emergency accommodation, drying, cleaning, and temporary repairs before restoration can begin. A vehicle accident may involve towing, storage, assessments, and third-party claims. A theft claim may require supporting documentation, security reports, and proof of ownership.

In many cases, the difference between a straightforward claims experience and a more complicated one comes down to the quality of the information available after the incident.

Clear photographs, accurate descriptions, supporting documents, repair records, and timely reporting will help the claims team to understand the full situation more quickly and will be instrumental in guiding the assistance they provide.

While no one can predict when damage, loss, or an accident will occur, being prepared to document and communicate the details can make a meaningful difference.

Summary

• Report damage, loss, or accidents as soon as possible.
• Take clear photographs and videos of the incident and resulting damage.
• Keep invoices, quotations, receipts, and supporting documentation.
• Do not dispose of damaged items before assessment unless safety requires immediate action.
• Record any emergency repairs or temporary arrangements.
• Provide detailed information about the circumstances of the incident.
• Confirm habitability and urgent requirements for home claims.
• Provide vehicle location, condition, and third-party information for motor claims.

Indwe Risk Services is an authorised Financial Services Provider FSP 3425

Disclaimer: The information in this blog is for general information purposes only and does not constitute advice.

Frequently Asked Questions

What should I do immediately after property damage?

Once everyone is safe, report the incident as soon as possible, document the damage, and gather any supporting information that may assist the claims team.

Why are photographs important for an insurance claim?

Photographs and videos help record the extent of the damage and provide valuable visual evidence of the incident.

Can I make emergency repairs before my claim is assessed?

Emergency repairs that prevent further damage or protect safety may be necessary. Keep records of all work completed and retain supporting documentation.

What information is needed for a motor insurance claim?

Useful information may include photographs, vehicle location, details of any injuries, information about third parties, towing requirements, and a description of how the incident occurred.

Why does the claims team need detailed information?

Detailed information helps the claims team understand the circumstances of the incident, assess the damage, and guide the next stages of the claims process.

Need help with a claim or unsure what your policy covers?

Speak to Indwe. Our advisors are here to help you understand the process, prepare the right information, and take the next step with confidence.

Unexpected events can be stressful, but the claims process should not be. The right support starts with a conversation. It starts with Hello Indwe.