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What to expect when claiming from Prime South Africa

Imagine the sound of screeching tyres, the sudden crash, and a jarring thud. You’ve just been in an accident, and the first thought that crosses your mind is, “What do I do now?”. Fortunately, you have car insurance from Prime South Africa.

Follow these steps, from calling to claiming from Prime South Africa, to quickly get you and your car back on the road.

A step-by-step guide from call to claim

 With over 13 million cars on the road, there’s a chance that you could be in an accident, even when you’re driving responsibly. Fortunately, claiming from Prime is a simple process, and we’re here to walk you through every step of it – from calling to claiming.

Safety first, always

Before you start the claiming process, make sure you and your passengers are safe. If needed, contact emergency services and move to a secure location. Prime offers 24/7 roadside assistance to ensure you’re never stranded, so save this number in an emergency: 011 745 7800. Furthermore, we have our Prime Protect app that assists with ensuring your safety in situations when you’re unable to do so due to severe injuries.

Once safe, follow these steps to submit your claim to Prime.

1. Submit your claim 

Through our easy claims process, you can include all the details of a car accident in one place. You can claim online, submit your claim on your Prime App, claim by calling us or notify us in writing – choose the option you feel most comfortable with. Remember, the more you tell us, the smoother the claims process will be!

What we need

Before assessing your claim, we need as much information about the accident as possible. Make sure the information is straightforward and accurate. We need to understand where, when, and how the accident happened, who was driving your vehicle and the third party’s vehicle.

Photos of damage and accident scene

Take clear photos of all involved cars and the surrounding area. Remember to do this at the scene of the accident. Take photos of any damage to the third-party vehicles at the scene if possible. Don’t rely on the other drivers to send these photos at a later stage. 

Completed SAPS accident report form

You must report the accident to the nearest police station as soon as possible – by law, you have 24 hours to do so, even if the accident seems minor. Make sure you fill out all details accurately before submitting.

Driver’s ID and licence

Provide us with a copy of the ID and driver’s licence of the person driving your car at the time of the accident. Note, Prime does not cover any person who does not have a valid driver’s licence.

Third-party details

Gather the information of the other car(s)’ driver, including their ID number and contact details. It’s best to get all the details straight after the accident before you go your separate ways.

2. Claim assessment

Once you’ve submitted your claim, we’ll assess the repair costs and complete the claim evaluation. During this phase, we may ask you for additional supporting documents to speed up your claim and help us better understand what happened.

If the claim is approved, we’ll either arrange for a repairer to work on your car or we’ll provide you with a total loss settlement. It’s our aim to get you back on the road as quickly as possible.

Honesty is the best policy! If we find that the information you provide is untrue or misrepresented in some way, your claim could be rejected.

What are common reasons for a rejected claim?

Even with the best intentions, claims can sometimes be rejected for various reasons. Like other reputable car insurance companies, Prime aims to care for your needs while maintaining safe and responsible driving. Here are some common reasons for your claim to be rejected.

  • The driver was unlicensed or not permitted to drive under the policy terms
  • The car was in an unroadworthy condition, such as having smooth tyres or faulty brakes
  • The driver was speeding, failed to abide by the rules of the road or under the influence of alcohol or drugs
  • Your policy doesn’t cover the type of loss or damage
  • Incomplete, false, inflated, or fraudulent information at the issue or claim stage
  • Failure to provide photos of the damaged vehicle
  • Mechanical failure due to lack of maintenance
  • Failure to send through reasonable requests for information from the insurer
  • Unpaid premium or failure to submit vehicle photos

Understanding your policy and maintaining your car well can help make sure your claims process is smooth. Check your Prime policy to understand the specific coverage and benefits available to you.

Get cover from Prime

Protect yourself with the right type of car insurance to suit your needs. Our easy claims process will make sure you get the help you need when you need it. Get a quote today to get reliable and affordable car insurance from Prime


This article provides general information about how to claim from Prime South Africa. Always follow the South African law and rules of the road to ensure your safety and the safety of your fellow commuters.

Buying car insurance should be done with much thought and only from a certified financial services provider.

Contact us today to learn more about getting affordable, comprehensive car insurance with fixed premiums* and a reduce-to-zero excess*. *T&Cs apply.

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