Insurance is meant to protect people during life’s most chaotic and unexpected moments—but many drivers only discover how their cover really works after an accident. For countless South Africans, the claims process becomes the moment when policy details finally come into focus, and that’s often where surprises arise.
Why the small details matter
Car insurance premiums are built on the information clients provide. When those details aren’t fully accurate, claims can be rejected. OUTsurance creates a personalised risk profile for every client and encourages them to speak with a qualified sales consultant upfront—because small disclosures can make a big difference later on.
A few key details that influence claims include:
- Regular driver: If someone else uses the car more often, it must be disclosed.
- Purpose of use: Business use such as deliveries, ride hailing or visiting clients needs to be declared.
- Overnight parking: From locked garages to street parking, the risk varies.
- Driving and claims history: Past incidents and endorsements must be shared.
This isn’t about finding loopholes, it’s about ensuring the policy reflects real life, so payouts are fair when it counts.
A quick look inside the claims journey
You’ve been in an accident, what happens next?
- Safety first – Move to a safe area, use Help@OUT for emergency assistance, such as towing, and avoid admitting fault.
- Gather information – Take photos and collect details from all parties involved.
- Log your claim – Via the OUTsurance App or by speaking directly with a consultant.
- Assessment – Damage is evaluated and documented.
- Repair or settlement – Vehicles usually go to approved service providers to be repaired. When the vehicle is deemed uneconomical to repair the amount will, in most instances, first be settled to the finance house.
- Pay your excess – Be prepared to pay your required excess.
Digital convenience, human support
The OUTsurance App streamlines the admin—letting clients log claims and access documents instantly. They also see the value in combining digital innovation with the human touch. Which is why OUTsurance ensures clients can always speak to a qualified consultant who offers empathy, reassurance, and real human support when it’s needed most.
A track record that stands OUT
In 2024, for every 1,000 claims submitted only 0.91 complaints were referred to the Ombudsman. This is a great improvement on an already impressive result of only 1.075 complaints per 1,000 claims achieved in 2023. Combined with transparent excesses and fast turnaround times it’s clear that OUTsurance to settle claims, not complicate them.[i]
Get an OUTsurance quote and enjoy a simple claims process.
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