How to File a Car Insurance Claim in Zambia
Updated March 2026 · Step-by-step guide
Been in an accident? Here's exactly how to file your car insurance claim in Zambia — from police report to payout, with all required documents, excess costs, and timelines.
Claim Process — 6 Steps
Report to Police
Within 24 hoursFile a police report at the nearest station. Get a Police Report Number — this is mandatory for all insurance claims in Zambia under the Road Traffic Act No. 11 of 2002. Provide your personal and vehicle registration details to officers.
Notify Your Insurer
Within 48 hoursCall your insurance company's claims hotline or visit a branch. For theft or attempted theft, notify within 48 hours. For accidents, most insurers allow up to 30 days, but earlier is better. Provide the police report number and basic incident details.
Gather Three Repair Quotations
Before submissionObtain three (3) repair quotations from garages approved by your insurance company. This is a standard requirement across most Zambian insurers including ZSIC, Hollard, and Phoenix.
Submit Claim Documents
Within 7 – 14 daysComplete the claim form and submit all required documents (see checklist below). Take clear photos of all damage at the scene. For theft claims, submit the original registration certificate and all vehicle keys.
Vehicle Inspection & Assessment
3 – 10 working daysAn insurance assessor conducts a physical inspection of your vehicle. They may request you bring the car to an approved assessment centre. The insurer validates your claim against the documentation.
Repair Approval & Payout
Within 21 working daysOnce all paperwork is finalised, your insurer approves the repair. Payouts are typically made within 21 working days. You receive either garage-direct payment or a cash settlement minus the excess (deductible).
Required Documents Checklist
| Document | Required |
|---|---|
| Police Report | ✓ Yes |
| Completed Claim Form | ✓ Yes |
| Driver's License | ✓ Yes |
| Insurance Certificate (Blue Card) | ✓ Yes |
| Vehicle Registration Book | ✓ Yes |
| Proof of Premium Payment | ✓ Yes |
| Three Repair Quotations | ✓ Yes |
| Photos of Damage | ✓ Yes |
| Admission of Guilt Receipt | If applicable |
| Third Party Details | If applicable |
| Medical Report | If applicable |
| All Vehicle Keys | If applicable |
Excess (Deductible) Schedule
Excess — Private Car (Accident)
Standard excess for comprehensive cover
10% of claim, min K500
Excess — Theft Claim
Higher excess for theft/attempted theft
15% of claim, min K500
Excess — Commercial / GRZ Vehicle
Higher minimums for non-private vehicles
10% of claim, min K1,000
Excess — Bus (Theft)
Significantly higher for public transport
15% of claim, min K5,000
Excess — Windscreen Only
Many policies offer zero excess on glass claims
Often nil
Towing to Approved Garage
Check your policy — limits may apply
Usually covered
Courtesy Car (if included)
Not available on all policies
Free for 7 – 14 days
Third Party Liability Limit
Some insurers cover up to $50,000 equivalent
Up to K600,000
Major Insurance Providers
ZSIC General Insurance
Operating since 1968. Largest network across all 10 provinces. Offers Comprehensive, Third Party, Fire & Theft, and GRZ Motor scheme.
Madison General Insurance
First private sector insurer (since 1992). Part of Madison Financial Services Ltd. Present in 7 of 10 provinces.
Hollard Insurance Zambia
Offers comprehensive car insurance with detailed online claims process. Strong digital presence.
Professional Insurance (PICZ)
Over 30 years of experience. Wide range of general insurance products.
Phoenix of Zambia Assurance
Established insurer with clear claims documentation requirements published online.
Advantage Insurance
Provides motor insurance with competitive terms.
Mayfair Insurance
Part of a regional insurance group with presence in East and Southern Africa.
Source: Pensions and Insurance Authority (PIA) licensed entities list & Insurers Association of Zambia (IAZ) member directory. Over 20 general insurers are licensed to offer motor insurance in Zambia.
Car Insurance Claims in Zambia — What You Need to Know
Car insurance in Zambia is regulated by the Pensions and Insurance Authority (PIA) under the Insurance Act No. 38 of 2021 (effective December 2022), which replaced the Insurance Act of 1997. All insurers must process legitimate claims within a reasonable timeframe. The Act also established an Insurance Tribunal as a formal appeals body for disputes.
Third-party motor insurance is legally mandatory for all vehicles driven on Zambian roads. Without valid insurance, you cannot obtain a Certificate of Fitness from RTSA or renew your road tax.
Tips for a Smooth Claim
- Don't admit fault at the scene — Let the police and insurance assessors determine liability.
- Take photos immediately — Document damage, road conditions, traffic signs, and the other vehicle before moving anything.
- Get three quotations early — Approach your insurer's approved garages for repair quotations as soon as possible after the incident.
- Keep all receipts — Towing, medical, transport costs may be reimbursable under comprehensive cover.
- Preserve your No Claims Discount — If the other driver was at fault, claim from their insurer rather than yours to protect your NCD.
- Follow up regularly — Contact your claims handler every 5-7 working days if you haven't received updates.
Common Reasons for Claim Rejection
- Driving under the influence of alcohol or drugs
- Driver did not hold a valid license (Zambian, SADC, or International)
- Policy had lapsed due to unpaid premiums
- Unapproved vehicle modifications
- Using a private vehicle for commercial purposes without commercial cover
- Failing to report the incident within the required timeframe
- Not providing all required documentation (especially three repair quotations)
Frequently Asked Questions
How long does a car insurance claim take in Zambia?
Once all documents are finalised, payouts are typically made within 21 working days. Simple claims (windscreen, minor damage) may be resolved faster. Complex claims involving third parties or total loss can take longer. For theft claims, both the insurer and police conduct investigations, which may take up to 6 weeks. Follow up with your insurer regularly if you haven't received updates.
What happens if the accident is my fault?
If you have comprehensive insurance, your insurer covers repairs to your vehicle minus the excess (10% of claim, minimum K500). Third-party damage is also covered up to your policy limit (typically up to K600,000). Your premiums may increase at renewal. Claiming from the third party's insurer, if they were at fault, helps preserve your No Claims Discount (NCD).
Can I choose my own repair garage?
Most insurers require you to obtain three repair quotations from their approved garages. The insurer selects the garage based on these quotations. Some policies allow you to choose, but the insurer must still approve the repair estimate. Using an approved garage speeds up the process as the insurer pays directly.
What is the excess (deductible) on car insurance in Zambia?
For private cars, the standard excess is 10% of the claim amount with a minimum of K500. Theft claims carry a higher excess of 15% with a minimum of K500. Commercial vehicles have a minimum excess of K1,000. Many policies offer nil (zero) excess on windscreen and auto glass claims. Some insurers offer reduced excess options for an additional premium.
What if the other driver is uninsured?
If an uninsured driver hits you, your comprehensive insurance still covers your vehicle repairs (you pay the excess). Your insurer may pursue the uninsured driver for recovery. If you only have third-party insurance, you'll need to pursue the other driver through the courts or the Insurance Tribunal established under the Insurance Act No. 38 of 2021.
Where can I complain if my claim is unfairly denied?
First, lodge your complaint directly with your insurer through their internal complaints procedure. If it remains unresolved, escalate to the Pensions and Insurance Authority (PIA) at pia.org.zm. The Insurance Act No. 38 of 2021 also established an Insurance Tribunal as a formal appeals body for insurance disputes in Zambia.