Insurance has always promised certainty in uncertain moments. You check your cover, pay your premium, maintain your home and vehicles, hoping the day never comes when you have to claim.  But when it does, certainty matters most, and having the right people in your corner.  

At Barkers, we try our very best to ensure that the client’s lived experience, particularly at claims stage, doesn’t fall short of our promise. 

A claim is often submitted during an already stressful or traumatic time. 

Understanding the process, knowing what to expect, and being supported by the right people helps ease this journey. This is how we do it.

What to do immediately after a motor incident

Anita Adriaanse, part of Barker’s claims team, has guided clients through hundreds of incidents over the years. This is her advice for the first few minutes after an accident.

The first few minutes after an accident are vitally important. Here is what to do, in order.

1. Get to safety first. Move yourself, your passengers, and your vehicle away from moving traffic where possible.
2. Call emergency services if anyone is injured.
3. Contact Barker (0861 BARKER (0861 227 537). If you are unsure about anything at the scene, call us. That is what we are here for.
4. Gather evidence immediately. Photograph the scene, all vehicles involved, registration numbers, road conditions, and any visible injuries. If there are witnesses, take their contact details.
5. Exchange details with the other driver/s. You need their name, contact number, registration number, and insurer’s name.
6. Keep a record of everything. Note the time, the location, exactly what happened, and every person you spoke to. Hold onto all communication with any other parties involved.
7. Do not admit or deny fault. Even informally, even if you feel partially responsible. Let the process determine liability.
8. Do not negotiate your excess with the other driver. Any arrangement made at the scene creates complications for your claim.
9. Report to the SAPS within 24 hours if a third-party vehicle or property is involved, if your vehicle was stolen, or if you were hijacked. Once the report is lodged, photograph it. You will need that reference for your claim
10. If your vehicle has a Beame Device or Barker MX3 tracker, report a theft or hijacking through the app or on 0860 232 631 as soon as it is safe to do so. Both apps include an alert button for exactly these moments. If you have not already downloaded the app for your device, do that now, before you ever need it. Download the Beame app: iOS / Google Play
11. For minor incidents with no injuries, you can report via the e-Natis website. You will receive a confirmation email from e-Natis with your crash report and reference number. Forward that directly to our office, and we will take it from there.

What happens when you report a claim

Once you contact Barker, we open the claim and guide you through each step.

When you report a claim, our team will ask for specific information and documentation. Please read those requests carefully and respond with as much detail as you can.

Incomplete submissions are the most common cause of delays, and most of them are avoidable.

A damage report will be requested for most claims. This confirms the cause and extent of the damage and helps determine whether the claim is covered under your policy. Providing all requested documentation promptly is the single most effective way to speed up the process.

Delays in claims are usually caused by one of three things: 1.) missing documentation, 2.) incomplete information, or 3.) waiting on parts or approved repairers. We are transparent about what is in our control and what is not.

A note on motor repairs and car hire

If your vehicle needs repairs, it will be assessed by an approved panel beater. Parts availability can affect repair timelines. We work to keep things moving, but we cannot always control supply chains.

If you have car hire cover and if your vehicle is still drivable, do not collect the hire vehicle until your own vehicle has been booked in for repairs. Car hire days are limited. Collecting the vehicle before repairs are scheduled may mean you use up hire days while your car sits waiting for parts.

Please remember to always return the hire vehicle with a full tank of petrol, or have it collected with one. Fuel charges will be passed on to you. 

Windscreen claims

If you need a windscreen replacement, the replacement may be a generic equivalent rather than a manufacturer-branded part. Generic does not mean inferior. It simply means it does not carry the manufacturer’s stamp but is SABS-approved.

If the replacement cost is under R5 000, your excess is waived. Your Barker consultant can confirm the details that apply to your policy.

Understanding your excess

Your excess is the amount you contribute when a claim is settled. It is set at policy inception, based on your vehicle, your risk profile, and the cover you chose.

A few things people often get wrong about excess:

• Your excess is a fixed obligation under your policy.
• Do not arrange to pay your excess privately to a third party at the scene of an accident. This complicates the claims process and can affect your cover.
• If a third party files a claim against your policy, our team handles it. You do not need to manage that process by yourself.

If you are ever uncertain about your excess amount or how it applies to a specific situation, call us. Clarity up front saves frustration later.

What is not covered, and why

Finding out that something is not covered can be frustrating, so we want to help explain it. .

Insurance is designed to cover sudden, unforeseen events. It is not designed to cover gradual damage, deterioration, or lack of maintenance.

Here are examples of what this means in practice:

• A washing machine damaged by a lightning strike or power surge is claimable. One that stops working because of age or wear is not.
• A stolen laptop is claimable. A laptop that stopped working after years of use is not.
• Storm damage to a maintained roof is claimable. A roof that was in poor condition and collapsed under normal rain is not.

This is not Barker or the underwriter looking for a reason to decline. This is how insurance policies are designed to work, and it applies equally across all insurers.

The best way to protect your claims is to maintain your property and vehicles, keep your policy schedule accurate, and contact us before a situation becomes serious.

Good maintenance protects your home and your claims. These are not separate matters.

When to report to the police

Motor incidents: report within 24 hours if you were in an accident with a third-party vehicle or property, or if your vehicle was stolen or hijacked.

Non-motor incidents: report to the SAPS as soon as possible for burglary, armed robbery, mugging, or stolen or lost electronic devices. The SAPS website advises reporting without delay, and the sooner a report is lodged, the smoother your claim process will be.

Keep the case number. You will need it.

Why having Barker in your corner matters at claim time

Getting a policy in place is straightforward. It is what happens after an incident that shows whether your cover was set up correctly in the first place.

When you work with Barker, we ask the questions up front. The use of the vehicle, the security installed in the vehicle, and the security at your property. We make sure your policy reflects your real situation before anything goes wrong, not after.

That preparation matters at claim time. When the details on a policy do not match the reality of an incident, it creates complications. Having an insurer who checks those details at the start and knows your cover when the call comes in makes a significant difference to how smoothly a claim is handled.

That is what you are paying for. Not just a premium. More than a policy. A personal touch. A relationship with people who do their best to give you the certainty that insurance promises.

Your Barker claims team

These are the real people who manage your claims at Barker.

• Anita handles the overall claims process, with motor claims as her specialty. She is your first point of contact when something happens and coordinates across the team.
• Deon manages car hire. He helps make sure your hire days are used efficiently and keeps the process moving while your vehicle is in for repairs.
• Michelle & Paula look after non-motor claims, including household contents, home structure, and related cover.
• Albert & Sakhile handle windscreen replacements, from assessment through to completion.
• Angela manages third-party claims and protects your interests when another party is involved in an incident.
• Lily leads the claims team, setting the standard for how every claim is handled and ensuring clients are supported from first call to final resolution.
• Tess brings unmatched attention to detail to every claim payment she handles, ensuring clients receive what they are entitled to.

You always speak to real people who know your cover. Not a call center or bot.

In conclusion…

A claim is not just a transaction. It is the moment your insurance delivers. At Barker, our aim is for you to know what to do, who to call, and what to expect from us when something goes wrong.

If you are unsure about your current cover, have questions about how a specific claim would be handled, or want to make sure your policy accurately reflects your situation, contact your Barker consultant. And please save this number before you need it.

Barker Assist: 0861 BARKER (0861 227 537). Available 24 hours a day.

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