How to Claim Car Insurance in Nigeria (Step-by-Step): What Insurers Won't Tell You

The claims process is where most Nigerian car insurance policies succeed or fail. Thousands of legitimate claims are delayed or rejected every year — not because of deliberate fraud by insurers — but because policyholders make avoidable mistakes in the critical minutes and hours after an accident. Follow this exact process and you will maximise your chance of a fast, full settlement.

The first 60 minutes after an accident — critical actions

Do NOT move the vehicle before documenting the scene — moving the car can be used to dispute your version of events
Call your insurer's 24-hour claims hotline immediately — delaying notification by days is a common rejection ground
Take photos immediately: all angles of damage, the accident scene, road conditions, weather, and any other vehicles involved
Get the third party's details: name, phone, vehicle registration, and their insurance certificate details
Do NOT admit fault or make any payment to a third party before calling your insurer
Call the police — request officers attend the scene or go to the nearest station within 24 hours for a report

Step-by-Step Car Insurance Claims Process in Nigeria

Step 1 — Notify your insurer immediately: Call the claims hotline within the first hour. Most policies require notification 'as soon as reasonably practicable' — waiting days weakens your claim.
Step 2 — File a police report: Go to the nearest police station within 24 hours. Request an official Motor Accident Report. This document is essential for claims above ₦50,000.
Step 3 — Get a repair estimate: Take your vehicle to the insurer's approved repairer or panel beater for an official damage assessment. Using an unapproved repairer without prior authorisation can reduce your payout.
Step 4 — Submit your claims pack: Complete the insurer's claims form online or in branch. Attach: police report, photos, vehicle particulars, your insurance certificate, driver's licence, and the repair estimate.
Step 5 — Claims assessment: The insurer will assign a loss adjuster to inspect the vehicle and verify your claim. Cooperate fully — provide any additional documents requested within the stated deadline.
Step 6 — Settlement: For approved claims, settlement is paid directly to the approved repairer (for repair claims) or to you (for cash settlements or total loss write-offs). AIICO guarantees this within 48 hours; most others within 5 business days.
Step 7 — Disputed claims: If your claim is rejected or underpaid, escalate formally in writing. NAICOM mandates insurers to respond to formal complaints within 7 business days.

Insurer Claims Hotlines — Nigeria 2026

Insurer	Claims Hotline	Email / Portal	Settlement SLA
AIICO Insurance	0700-AIICO-CLAIMS (0700-24426-25246)	claims@aiicoplc.com	48 hours guaranteed
Leadway Assurance	01-2800 700	claims@leadway.com	72 hours
AXA Mansard	01-4488-900	claims@axamansard.com	72 hours
Custodian Insurance	01-4617-100	claims@custodian-plc.com	72 hours
Tangerine (NEM)	01-7101-600	claims@tangerine.life	72–96 hours
Mutual Benefits	01-2803-800	claims@mutualng.com	5–7 business days
Cornerstone Insurance	01-2800-900	claims@cornerstone.com.ng	5 business days
Coronation Insurance	01-2811-000	claims@coronationinsurance.com	5 business days

Why Claims Get Rejected — and How to Avoid It

Rejection Reason	How to Avoid It
Policy lapsed / expired at time of accident	Set a renewal reminder 30 days before expiry; set up auto-renewal if available
Vehicle used for commercial purposes under personal policy	Buy commercial motor insurance if you use your car for Uber, Bolt, or deliveries
Driver not listed on the policy / no valid licence	Add all regular drivers; ensure all drivers have valid licences
Late notification of the claim	Call your insurer within 1–24 hours of the incident, not days later
Non-disclosure of vehicle modifications	Disclose all aftermarket modifications (turbo, raised suspension) when buying the policy
Claim falls below the excess (deductible)	Know your policy excess; claims smaller than the excess are your personal liability
Failure to secure the accident scene documentation	Always get police report and photos before moving the vehicle

Escalating to NAICOM if your insurer won't pay

File a complaint online at naicom.gov.ng/complaint — free service, no lawyer needed
Call NAICOM Consumer Protection Bureau: 09-4621520
Provide: policy number, insurer name, claim reference, and all written correspondence
NAICOM will contact the insurer formally and require a response within 7 days
If the insurer still refuses after NAICOM mediation, request an arbitration panel — also free
For large claims (above ₦1M), consider engaging a NAICOM-licensed public loss adjuster to negotiate

Compare car insurance plans with the fastest claims — verified NAICOM-licensed insurers only.

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Frequently Asked Questions

How long does a car insurance claim take in Nigeria?+

Processing time varies widely. AIICO Insurance publicly guarantees 48-hour settlement for straightforward claims. Most reputable insurers (Leadway, AXA Mansard) settle within 72 hours to 5 business days once all documents are received. Disputed or complex claims (write-offs, third party injury) can take 2–8 weeks. If your insurer has not responded within 3 business days of receiving your complete documentation, escalate to NAICOM.

What documents do I need to make a car insurance claim in Nigeria?+

Standard required documents: (1) completed claims form from your insurer; (2) police report or police extract (required for most comprehensive claims); (3) your original insurance certificate; (4) vehicle particulars (certificate of ownership / proof of registration); (5) photos of the damage and accident scene; (6) driver's licence of the person driving at time of accident; (7) repair estimate from an approved repairer. For third party injury claims, add: hospital receipts and medical reports.

Can my car insurance claim be rejected in Nigeria?+

Yes — and it happens frequently. Common valid grounds for rejection: driving under the influence, using a privately insured vehicle for commercial purposes (Uber/Bolt), the driver was not on the policy, the accident was deliberately caused, or you failed to disclose a material fact when buying the policy. Invalid or disputed rejections should be escalated first to the insurer's complaint department, then to NAICOM at naicom.gov.ng.

Do I need a police report to claim car insurance in Nigeria?+

For most comprehensive claims above a de minimis threshold (typically ₦50,000), yes. The insurer needs a police report to confirm the accident occurred and to verify there was no fraud. You should file the police report at the nearest police station within 24 hours of the accident. In Lagos, the Lagos State Traffic Management Authority (LASTMA) report can substitute in some cases — confirm with your insurer.

What do I do if my insurance company refuses to pay my claim?+

Step 1: Submit a formal written complaint to the insurer's complaints department and get acknowledgement in writing. Step 2: If unresolved after 7 business days, file a complaint with NAICOM's Consumer Protection Bureau at naicom.gov.ng or call 09-4621520. Step 3: If NAICOM mediation fails, you can pursue the matter at the Federal High Court or engage a NAICOM-licensed public loss adjuster to negotiate on your behalf.

Disclaimer: CompareMarket NG is an independent comparison service. Information is verified against regulatory databases (NAICOM, CBN, FCCPC, NDIC, NERC, NCC) and updated regularly, but rates and products change frequently. Always verify current terms directly with the provider before making a financial decision. This is not financial advice.