Insurance Claims: How Homeowners Can Speed Up Building Repairs

Why Some Insurance Repairs Take Forever (and How to Avoid It)

A storm rips off part of your roof, a geyser bursts in the ceiling, or a pipe leaks behind a wall. You report the damage, expect quick help – and then the building repairs seem to drag on for weeks. You’re stuck in the middle between the insurer and the contractor, and no one gives you a straight timeline.

For many insurance repair claims in SA, the slow parts are not the actual repairs but the admin: late notifications, missing documents, unclear quotes, or policy issues. The good news is that you can control a lot of this.

This guide is written for South African homeowners and focuses on building insurance (not contents). It walks you through the full claim process and shows you exactly what to do before, during, and after a claim to speed up repairs and reduce frustration.

How Building Insurance Claims Work in South Africa

Before you can speed things up, it helps to understand the basics of South African building insurance claims.

Building insurance vs home contents

- **Building insurance** covers the physical structure of your home: walls, roof, ceilings, built-in cupboards, fixed tiles, geysers, pipes in the walls, etc. - **Home contents insurance** covers movable items: furniture, appliances, clothing, electronics, décor.

This article focuses on **building insurance** – the part that pays for repairs to the structure after damage.

Typical claim process in South Africa

For most insurers and brokers, the process looks like this:

1. **Damage occurs** (storm, burst pipe, fire, theft-related damage, power surge, etc.). 2. **Emergency steps** to make the home safe and prevent further damage. 3. **Notify your insurer or broker** and log the claim. 4. **Claim number** is issued. 5. **Assessor or loss adjuster** is appointed to inspect and report. 6. **Quotes from contractors** are obtained (often from insurer-approved/panel contractors). 7. **Insurer reviews the assessor’s report and quotes**. 8. **Approval or partial/declined decision** is given. 9. **Repairs are scheduled and completed.**

Who’s involved?

- **Insurer** – the company that underwrites your building insurance. - **Broker** – the intermediary who helps you choose and manage your policy. - **Assessor / loss adjuster** – an independent or in-house professional who inspects the damage and reports to the insurer. - **Panel/approved contractors** – builders, plumbers, electricians and other trades already vetted and contracted by the insurer.

Where delays usually creep in

Common delay points in home damage claim help:

- Late notification of the damage. - Missing or unclear documents and photos. - Slow or incomplete quotes from contractors. - Using non-approved contractors without proper info. - Policy issues, such as lack of maintenance or unmet security requirements. - Slow responses from any party (including the homeowner).

The rest of this article focuses on how you can avoid these traps.

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Step 1: Make Your Home Safe and Take Emergency Actions (Without Jeopardising Your Claim)

Your first duty is safety – for people and property.

- **Switch off electricity** at the main DB board if there is water near plugs, light fittings, or wiring. - **Shut off the main water supply** if a pipe or geyser has burst. - **Evacuate** if the structure looks unsafe (cracked walls, sagging roof, heavy ceiling bulges).

Most policies include a **“duty to prevent further damage”**. This means you must take reasonable steps to stop things getting worse, for example:

- Putting a **tarp over a damaged roof** to keep out rain. - **Bucket or drip trays** under leaks to protect flooring. - **Boarding up broken windows or doors** after a break-in.

Where possible:

- **Phone your insurer or broker first** to ask what emergency work is allowed. - If it’s after hours or truly urgent, go ahead with reasonable emergency repairs, but:

- Take photos before, during, and after. - Keep **all invoices and reports** from plumbers, electricians, or builders.

Emergency actions done sensibly will usually support, not harm, your claim – as long as you can show what was done and why.

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Step 2: Document the Damage Properly from Day One

Good documentation is one of the biggest time-savers in insurance repair claims SA.

How to capture strong evidence

- **Photos and videos**: - Take wide shots to show the overall area (e.g., entire room, full wall). - Take close-ups of specific damage (e.g., crack in ceiling, water stains, broken tiles). - Photograph from different angles and in good light.

- **Record the basics**: - Date and time of the incident (as accurately as you can). - What happened (storm, burst pipe, theft, vehicle impact, power surge, etc.). - Any emergency steps you took.

- **List all affected areas**: - Ceilings, cornices, walls, skirtings, built-in cupboards, tiles, flooring, doors, windows, roof trusses, etc. - Don’t forget less obvious areas like cupboards that have swollen from water.

- **Keep history**: - Previous repair invoices (e.g., earlier roof repairs, plumber’s work on the same pipe). - Any maintenance records that show you’ve looked after the property.

Assessors and insurers often rely heavily on this evidence, especially if the damage dries out, is cleaned, or worsens before they arrive.

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Step 3: Notify Your Insurer or Broker Immediately

Most policies require you to **report damage within a set timeframe** (often 30 days, sometimes less). In practice, **the sooner you notify, the better**.

How to report quickly and clearly

Use the fastest channel available:

- Your **broker** (phone or email). - The insurer’s **call centre**, app, or online portal. - A dedicated **claims email address**, if they provide one.

Have this information ready:

- Policy number. - Date and time of the incident. - Cause of damage (e.g., heavy storm, burst geyser, theft and forced entry). - Short description of damage and affected rooms. - Whether emergency repairs have been done (and by whom).

Always:

- **Ask for a claim number** and write it down. - Use that claim number in every email subject line and when phoning.

Incomplete or vague information often leads to back-and-forth questions, which slows everything down.

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Step 4: Prepare the Right Documents Before the Assessor Arrives

The more prepared you are, the faster the assessment and approval can happen.

Common documents that help

- Your **ID** and **proof of address** (sometimes requested). - Latest **policy schedule** or summary. - **Proof of ownership** where relevant (e.g., transfer documents if there’s a title-related query, or invoices for built-in fixtures in dispute). - **Previous maintenance/repair invoices**, especially if the insurer might ask about maintenance.

Incident-specific documents

- **Plumber’s report** for burst pipes or geysers. - **Electrician’s report** for electrical damage or power surges. - **SAPS case number** for theft, attempted theft, or malicious damage. - **Engineer’s or specialist report** for structural cracking or movement, if already obtained.

Create a simple **digital folder** (Google Drive, OneDrive, email folder) for each claim and store:

- Photos and videos. - Reports and invoices. - Emails from the insurer, broker, or contractor.

Having everything ready when the assessor or insurer asks can easily shave days off the process.

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Step 5: Make the Assessor’s Job Easy

The assessor (or loss adjuster) does not usually approve or decline your claim personally, but their **report strongly influences** the insurer’s decision and timing.

How to work with, not against, the assessor

- **Be available**: Accept the first reasonable appointment offered and avoid unnecessary rescheduling. - **Prepare a walk-through**: - Make a list of all damaged areas. - Walk the assessor through each room and point out everything – don’t assume they’ll see it all. - **Share your evidence**: - Show your photos and videos, especially of how things looked immediately after the incident. - Provide plumber/electrician/engineer reports. - **Be honest and consistent**: - Explain what happened in simple, factual terms. - Don’t exaggerate; this can trigger extra investigations and delays.

A cooperative, organised approach helps the assessor complete a clear report quickly, which speeds up the insurer’s internal decisions.

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Step 6: Use Insurer-Approved Contractors to Avoid Red Tape

Many South African insurers use **panel or approved contractors** – builders and tradespeople they’ve already checked for qualifications, pricing, and compliance.

Why approved contractors are usually faster

- They understand **insurer requirements** and how to quote correctly. - They know which items are typically covered and how to describe them. - They’re already on the insurer’s system, so there’s less admin and fewer pricing disputes.

Using non-approved contractors can lead to:

- Requests for more quotes to compare pricing. - Questions about their qualifications or compliance. - In some cases, refusal to use them if they don’t meet minimum standards.

If you prefer your own contractor

You can often still use your own builder, especially for building insurance Johannesburg and other major cities, but do it carefully:

- Ask for a **detailed written quote** (see Step 7). - Provide their **registration details**: - NHBRC for certain structural work. - Plumbing or electrical registrations, where relevant. - Send everything to the insurer and **wait for written approval** before full work starts (except genuine emergency mitigation).

Some insurers insist on their own contractors for specific types of work, so always **check your policy or ask directly**.

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Step 7: Make Sure Quotes Are Detailed and Itemised

Vague quotes are one of the biggest admin delays in home damage claim help.

What a good quote should include

- **Clear descriptions** of each repair item: - Example: “Remove and replace 10m² ceiling board in lounge; skim, prepare, and repaint to match existing.” - **Separate lines** for: - Labour. - Materials. - VAT. - **Quantities and measurements**: - Square metres of tiles or ceilings. - Number of doors, windows, light fittings, etc. - **Photos attached** to the quote, where possible.

If your insurer requires **multiple quotes**, try to:

- Submit them **together**. - Ensure they cover **roughly the same scope**, so they are easy to compare.

Insurers often send back unclear quotes for clarification, which can add days or weeks to the process.

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Step 8: Avoid the Most Common Causes of Delays

You can’t control everything, but you can avoid the most common homeowner mistakes.

Typical delay traps

- **Delaying notification**: - Waiting to “see if it gets worse” before reporting can cause suspicion and policy breaches. - **Doing full repairs before assessment**: - Beyond emergency mitigation, don’t complete repairs before the insurer has assessed or approved, or you risk non-payment. - **Poor maintenance**: - Old, unmaintained roofs, gutters full of leaves, or rotten woodwork may lead to claims being declined as “wear and tear” or “lack of maintenance”. - **Ignoring policy conditions**: - Not paying the **excess** (your contribution towards the claim). - Not having the required **security** (e.g., burglar bars, alarm) where it affects theft-related cover. - Ignoring **regular maintenance** clauses. - **Slow responses**: - Not replying quickly to insurer or assessor questions. - Not sending requested documents or quotes on time. - **Changing the scope mid-way**: - Asking the contractor to do extra work or upgrades without informing the insurer. This can cause disputes and payment delays.

Staying on top of these issues keeps your claim moving.

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Step 9: Understand What’s Typically Covered (and What’s Not)

Realistic expectations reduce arguments and delays.

What building insurance usually covers

Generally, building policies focus on **sudden and unforeseen events**, such as:

- Storm, wind, hail, and flood damage. - Burst pipes and geysers. - Fire, explosion, lightning. - Impact (e.g., car driving into a wall). - Theft-related or malicious damage where there is **forced entry** or vandalism.

Common exclusions and problem areas

Insurers often exclude or limit:

- **Wear and tear** (e.g., very old roofs, rusted pipes). - **Gradual leaks** and damp that build up over time. - **Pre-existing damage** or defects. - **Poor workmanship** from previous contractors. - Damage caused or worsened by **lack of maintenance**.

Excess and disputes

- An **excess** is the amount you must pay towards a claim. It is usually deducted from the insurer’s payout or paid directly to the contractor. - Always check your **policy schedule** to understand your excess and any special conditions.

If your claim is **partially or fully declined**:

- Ask for **written reasons**. - If you disagree, you can: - Discuss it with your broker. - Use the insurer’s internal complaints process. - If still unresolved, consider contacting the **Ombudsman for Short-Term Insurance (OSTI)** for independent dispute resolution.

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Step 10: Stay Organised and Follow Up Politely but Firmly

A simple system can keep your building insurance claim on track.

Practical tracking tips

- Keep a **claim log**: - Date and time of each call or email. - Who you spoke to. - What was promised or agreed. - Use **email where possible** so you have a written record. - Always quote your **claim number**.

If timelines slip:

- Follow up politely: - Ask what is still outstanding. - Offer to resend any documents or quotes. - If you have a **broker**, ask them to escalate when things stall.

Once repairs are complete:

- **Inspect the work carefully** before signing off. - Report **snags or defects** quickly while the contractor is still engaged and the claim is open.

Bringing It All Together: Turn a Slow Claim into a Smooth One

You can’t control the weather, burst pipes, or every decision your insurer makes. But you can control how quickly you report, how well you document, and how organised you are.

To speed up insurance repair claims in SA:

- Act fast on safety and emergency mitigation. - Document everything from day one. - Notify your insurer or broker immediately and keep your claim number handy. - Prepare documents and work with assessors, not against them. - Use approved or reputable contractors with detailed, itemised quotes. - Avoid common delay traps and understand what your policy is likely to cover. - Stay organised and follow up politely but firmly until repairs are complete.

Consider saving or printing a short checklist based on these steps and keeping it with your policy documents. When the next storm, burst geyser, or break-in happens, you’ll know exactly what to do to keep your building insurance claim – and your repairs – moving.

Disclaimer: This article provides general information for South African homeowners about building insurance claims. It is not personalised legal, financial, or insurance advice. Always refer to your own policy wording and speak to your insurer or broker for guidance on your specific situation.