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Claims

Your claim is handled by the insurer that issued your policy. Report it to them as soon as it is safe to do so, and keep your policy number and any police report number to hand.

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What to do first

  1. Make everyone safe

    Move out of danger. Call emergency services if anyone is hurt.

  2. Report to the police

    Within 24 hours for accidents and theft. Keep the report number.

  3. Photograph everything

    Scene, damage, other vehicles, licence plates, documents.

  4. Report the claim

    In your ZIC account or app: policy, date, place, photos, police report, driver.

  5. Do not agree repairs

    Wait for your insurer's go-ahead; do not admit fault.

How your claim moves

  1. Logged
  2. Registered
  3. Being assessed
  4. Documents needed
  5. Decided
  6. Payment authorised
  7. Paid
  8. Closed

Your insurer assesses, decides and pays. You and ZIC see the same stage, and the insurer tells you its decision in plain words.

Documents insurers usually ask for

  • Completed claim form (done online when you report)
  • Police report with the report number
  • Driver's licence of the person driving
  • Photos of the damage and the scene
  • Repair quotations or the insurer's assessor visit
  • Third-party details if another vehicle or person was involved

Track a claim

Only the stage is shown here. Sign in to see the full claim.

Insurer claims contacts

From each insurer's claims contact record; the insurer keeps it up to date in its portal.