Making a Claim
Guidance on how to make a marine insurance claim, complaints process, and support if you need extra help.
We are a referral service — not your insurer
YachtInsurance.co.za connects you with licensed insurance advisers and brokers — we do not issue insurance policies or handle claims directly. If you need to make a claim, you must contact your insurer using the details on your policy schedule or certificate of insurance. If you are unsure who your insurer is, contact us at hello@cover4you.co.za and we will help direct you.
How to Make a Marine Insurance Claim
If your vessel is damaged, stolen, or involved in an incident, follow these steps to ensure your claim is handled as smoothly and quickly as possible.
Ensure Safety First
Make sure all people on board are safe. Call NSRI on VHF Channel 16 or 082 990 5911 if there is a risk to life or if the vessel is in distress.
Prevent Further Damage
Take reasonable steps to prevent further damage to your vessel — for example, temporary repairs, pumping bilges, or securing the vessel in a safe berth. Keep receipts for any emergency costs.
Document Everything
Photograph all damage thoroughly from multiple angles. Note the time, location, weather conditions, and sequence of events. Gather contact details of any witnesses.
Notify Your Insurer Promptly
Contact your insurer as soon as practicable after the incident — most policies require prompt notification. Use the contact details on your policy schedule or certificate of insurance.
Cooperate With the Claims Process
Your insurer may appoint a marine surveyor or loss adjuster to assess the damage. Provide full and accurate information. Do not authorise permanent repairs until your insurer has assessed the damage, unless emergency repairs are needed to prevent further loss.
Keep Records
Retain all correspondence, repair quotes, receipts, and documentation. Your insurer will advise on their preferred repairers and the reimbursement process.
Read Your Policy Carefully
Always read your policy renewal schedule carefully and check that all details are correct — particularly your vessel's sum insured, agreed value, cruising area, and any exclusions. If anything looks incorrect, contact your insurer or adviser before an incident occurs. An incorrect sum insured can significantly affect your claim outcome.
Claim Contacts by Insurer
The first step in making a claim is to contact your insurer directly. Below are the insurers we work with and how to reach their claims teams. Always refer to your policy schedule for the most current contact details.
Keane
Contact Keane directly via your policy documents or broker
Santam Marine
Contact Santam via your policy schedule or the Santam claims line
Nautilus Marine Insurance (NMI)
Lodge claims via NMI directly using your policy contact details
Old Mutual Insure
Contact Old Mutual Insure via your broker or the Old Mutual claims centre
Hollard Marine
Contact Hollard via your policy broker or the Hollard claims team
Gallagher
Contact your Gallagher broker directly — they manage claims on your behalf
Oakhurst Insurance
Contact Oakhurst via your policy documents or appointed broker
Bryte Insurance
Contact Bryte Insurance via your broker or the Bryte claims line
* Website links are provided for convenience. Always verify contact details on your policy documents. YachtInsurance.co.za does not manage claims on behalf of any insurer.
Making a Complaint
We take complaints seriously and are committed to resolving them promptly and fairly. There are two types of complaints — those about your insurance policy or insurer, and those about our referral service.
Complaint About Your Insurer
If you have a complaint about your insurance policy, a claim decision, or the conduct of your insurer, contact your insurer directly in the first instance. South African insurers are regulated by the FSCA under the Short-Term Insurance Act. If your complaint is unresolved, escalate to the Ombudsman for Short-Term Insurance (OSTI) at www.osti.co.za — their service is free to consumers.
If your complaint remains unresolved, you may escalate to the FAIS Ombud (0860 324 766) or the Ombud for Short-Term Insurance (OSTI).
Complaint About Our Service
If you have a complaint about YachtInsurance.co.za or the referral service provided by Cover4You, please contact us in writing. We are committed to responding fairly and promptly.
Email a ComplaintSupport for Vulnerable Customers
We are committed to identifying and appropriately supporting customers who may be in vulnerable circumstances — including those experiencing financial hardship, health difficulties, bereavement, domestic circumstances, or other challenges that may affect their ability to engage with insurance services.
Extra Time & Patience
We will take extra time and care when communicating with customers who need it. Please tell us if you need information presented differently or if you need more time.
Third-Party Support
You can authorise a trusted person — a family member, support worker, or advocate — to communicate with us on your behalf. Let us know and we will accommodate this.
No Pressure Approach
We will never pressure you into making decisions. If you need time to consider your options or seek independent advice, we encourage you to do so.
If you need support or want to discuss your circumstances, contact us at hello@cover4you.co.nz. For financial hardship support, the National Debt Helpline (ndh.co.za) provides free financial guidance. For crisis support, Lifeline South Africa is available on 0861 322 322.
Not sure where to start? We can help direct you to the right insurer.
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