Making a claim
Insurance represents a promise to pay. This page sets out exactly what to do after a loss, what to avoid, and what the insurer will ask you for — so that the promise is kept.
Report first, repair second. Whatever has happened, notify TMAS and the insurer before you authorise any repair, replacement or disposal. An insurer is entitled to inspect the loss. Repairs carried out before inspection are the single most common reason a valid claim is reduced or declined.
Five steps that protect your claim
Make people safe
Injuries come before paperwork. Get medical help, move people away from danger, and only then begin recording what happened.
Report to the authorities
Road accidents go to the nearest police station — you will need the police loss report. Theft and burglary must also be reported to the police. Fire should be reported to the Fire and Rescue Force.
Photograph everything
Wide shots of the scene, close shots of the damage, registration numbers of all vehicles involved, and the surroundings. Photographs taken before anything is moved carry more weight than any statement written afterwards.
Notify TMAS immediately
Call or send a WhatsApp message the same day. Most policies require notification within a set number of days — often seven, sometimes fewer — and late notification is a ground for repudiation.
Do not admit liability
Be helpful and courteous, but do not accept blame, sign anything, or agree a settlement with a third party at the scene. That decision belongs to the insurer, and admitting liability can prejudice your cover.
Report a claim now
We will open the file, notify the insurer and tell you the next step the same day.
What the insurer will ask you for
Gathering these early is the difference between a claim settled in weeks and one that drags on for months. We prepare and collate this documentation with you.
Motor accident or theft
- Completed claim form
- Police loss report or abstract
- Copy of the driver's licence
- Copy of the vehicle registration card
- Photographs of the damage and the scene
- Repair estimate from a garage
- For theft: the keys, and the police theft report
Fire, burglary or property damage
- Completed claim form
- Police or fire brigade report
- Photographs of the damage
- Inventory of damaged or stolen items
- Purchase invoices or valuation evidence
- Repair or replacement quotations
- Stock records for trading premises
Marine cargo or goods in transit
- Insurance certificate or policy
- Commercial invoice and packing list
- Bill of lading, airway bill or consignment note
- Survey report on the damaged consignment
- Notice of claim served on the carrier or the port
- Delivery note showing the shortage or damage
Workmen's compensation or liability
- Completed employer's claim form
- Medical report on the injured employee
- Employment record and wage details
- Accident register entry and internal report
- Witness statements
- Any correspondence or demand received from a third party — forwarded unanswered
From report to settlement
We notify the insurer and register the claim, normally on the same working day you tell us.
An assessor is appointed for most property, motor and cargo losses. They inspect, verify what happened, and put a figure on the loss. Give them access and answer their questions fully — they are independent of both sides.
The insurer issues a discharge voucher setting out the amount payable after excess and any deductions. We review it with you before you sign, because signing accepts the amount as final.
Payment is released to you, or directly to the repairer, depending on the class of business and how the claim was handled.
If a claim is declined and we believe the decline is wrong, we take it up with the insurer on your behalf. If it remains unresolved, a complaint can be escalated to the Tanzania Insurance Regulatory Authority.
How long does a claim take to settle?
A straightforward motor own-damage claim with complete documents is typically settled within a few weeks. Property, marine and liability claims take longer because they require survey and sometimes third party involvement. Incomplete documentation is almost always what causes delay.
What is an excess and will I pay it?
The excess is the first portion of every claim that you carry yourself. It is deducted from the settlement, so you never pay it separately — you simply receive that much less. Your policy schedule states the amount.
Will my premium go up after a claim?
Usually yes at renewal, because you lose some or all of your no-claim discount. For very small losses it is sometimes cheaper overall not to claim at all. We will run that comparison for you honestly before you decide.
Can I choose my own repairer?
It depends on the policy. Many motor policies allow a garage of your choice, subject to the assessor's approved figure. We will confirm what your specific policy permits before you commit to anyone.
What if the other driver was at fault?
Report it to us regardless. If you hold comprehensive cover, your insurer can settle your damage and then pursue recovery from the other party. If you hold third party cover only, the claim goes against the other driver's insurer, which is slower and depends on the police report.
Do you track claims that have not yet been paid?
Yes. We maintain up-to-date records of unsettled claims and indicate the anticipated date of settlement, and we raise them with the insurer at our regular servicing meetings rather than waiting for you to chase.
Something has happened?
Do not wait for office hours to think about it. Send us the details now and we will open the file.