Before we walk through the steps, it helps to know what information you’ll be asked for. The more detail you can provide, the faster the response.
Details about your vehicle
Pro tip: Take a photo of your registration disc, VIN plate, and insurance documents right now and save them to your phone’s cloud storage. When you’re in shock, finding paperwork is the last thing you want to worry about.
If your vehicle was hijacked, your personal safety is the only priority. Don’t resist or chase the hijackers. Move away from the vehicle immediately and get to a safe location, a nearby shop, home, or any public space with other people present.
If your car was stolen while unattended, remain where you are until you’ve made your first calls. Don’t return to an unsafe area alone, especially at night.
This is your most important call. Netstar’s emergency department operates 24 hours a day, 7 days a week, and is your direct line to activating vehicle recovery.
Netstar Emergency Line: 0800 11 22 22 - Available 24/7 - Call this number the moment it’s safe to do so.
When you call, the emergency team will ask for your subscriber details and vehicle information. They’ll immediately begin working with your vehicle tracking device to establish your vehicle’s last known location and deploy recovery teams.
Already on the MyNetstar app? You can also view your vehicle’s last tracked location directly in the app while on the phone with the emergency team. Go to your vehicle list and tap the vehicle to see its location, registration, and last seen timestamp.
Netstar’s recovery operations use your vehicle tracking device to transmit real-time GPS coordinates, which are shared with dedicated recovery teams and, where necessary, law enforcement. The sooner you make this call, the better your chances of a successful recovery.
Go to the SAPS station nearest to where your vehicle was stolen - not your local station. Reporting at the station closest to the crime scene accelerates the process and ensures the right unit handles your case.
When you arrive, tell the officer you’d like to open a case for vehicle theft or hijacking. You’ll complete an affidavit and receive a case number. Take a photo of the completed form or ask for a copy - you’ll need this for your insurer.
SAPS tip: Crime Stop is available 24/7 on 08600 10111 if you can’t get to a police station immediately or need guidance on where to report.
Contact your insurance company as soon as you’ve spoken to Netstar and opened a case with SAPS. Most insurers require notification within a specific time window - delaying this call can complicate your claim.
Your insurer will need your SAPS case number, your vehicle details, and a brief account of the incident. They’ll walk you through the claims process from there.
Insurance note: Most South African comprehensive insurance policies require a certified vehicle tracking device as a condition of theft cover. Netstar’s solutions meet these requirements. If your vehicle doesn’t have an active car tracking device at the time of theft, your insurer may reduce your payout or reject the claim. Check your policy terms carefully.
Once you’ve made your emergency call, log into the MyNetstar app to monitor the status of your vehicle tracking device and stay connected with the recovery process.
Through the app, you can view your vehicle’s last known location, access your subscriber details for the police report, and communicate with Netstar’s team. The WhatsApp BOT (save 0860 12 24 36 and send ‘Hi’) gives you quick access to vehicle location data and account information without needing to navigate the full app.
Not yet on MyNetstar? Register at my.netstar.co.za/register using your ID number and the email address registered on your account.
If Netstar’s recovery team locates and retrieves your vehicle, you’ll need to obtain a clearance certificate from your local SAPS station before driving it again.
The clearance certificate removes your vehicle from the SAPS stolen vehicle database. Without it, you could be stopped and questioned by police who identify your registration as listed as stolen. Take your case number and ID when you collect it.
After recovery: Inform your insurer as soon as your vehicle is recovered, even if the claim is already in process. Failure to do this can complicate the claim or result in the insurer claiming ownership of the recovered vehicle.
Once the immediate crisis is over, use it as a prompt to review whether your current protection is working as hard as it can for you. Vehicle theft and hijacking in South Africa remain ongoing risks, and small upgrades to your setup can make a significant difference.
Consider whether your current car tracking device subscription still matches your needs. If you’ve recently purchased a new vehicle, added a trailer, or expanded your fleet, there may be protection gaps worth closing.
Netstar offers a range of solutions to strengthen your protection:
To request an upgrade, call 011 207 5003 or email retentions@netstar.co.za. For fleet customers, contact 011 207 5335 or email fleetcs@netstar.co.za.
Keep this checklist somewhere accessible or save a screenshot to your phone.
A vehicle tracking device doesn’t just locate your car after vehicle theft - it gives recovery teams the live intelligence they need to act fast. From the moment you call Netstar’s emergency line, your car tracking device begins transmitting GPS coordinates, enabling ground teams and, where necessary, aerial response to deploy efficiently.
Without an active vehicle tracking device, recovery depends almost entirely on luck and witness accounts. With one, you have a dedicated team using real-time data to locate and retrieve your asset.
Netstar’s fleet tracking and management solutions extend this protection across every vehicle in your business, with real-time visibility, geofencing, and recovery support for fleets of any size. For smaller operations, Netstar’s small fleet tracking delivers the same capabilities at an accessible price point.
The best time to upgrade your vehicle tracking device is before you ever need it. Netstar’s 24/7 monitoring, dedicated recovery teams, and real-time GPS tracking give you the best possible protection against vehicle theft in South Africa.
Personal vehicle tracking | Fleet tracking and management | Value-added services | Got questions? Visit our FAQ
Call Netstar’s 24/7 emergency line immediately on 0800 11 22 22. Your vehicle tracking device will begin transmitting GPS data to the recovery team the moment your case is activated. After that, report to the SAPS station nearest to where the theft occurred and notify your insurer.
Most South African comprehensive insurers require a certified vehicle tracking device as a condition of theft cover. If your vehicle doesn’t have an active car tracking device at the time of theft, your insurer may reduce or reject your claim. Check your specific policy terms. Netstar’s solutions meet the requirements of all major South African insurers.
SAPS will need your vehicle’s make, model, colour, registration number, and VIN number. You’ll also need your South African ID, a description of the incident, and your car tracking device provider’s details. Bring these to the station nearest to where the theft took place. Ask for your case number, you’ll need it for your insurer.
When you call Netstar’s emergency line, your vehicle tracking device begins transmitting real-time GPS coordinates to the control room. Netstar’s dedicated recovery teams are deployed to your vehicle’s location, working in coordination with law enforcement. The faster you call, the faster the response and the higher the likelihood of a successful recovery.
Once your vehicle is recovered, collect a clearance certificate from your local SAPS station to remove the vehicle from the stolen vehicle database. Notify your insurer immediately, even if a claim is already in process. Then log into MyNetstar or call Netstar customer support on 0860 12 24 36 to confirm the status of your account and arrange any necessary device checks or repairs.
Vehicle theft is a daily reality for South African drivers. If your car is stolen, the actions you take in the first 30 minutes determine whether you get it back. This guide walks you through seven steps: call Netstar’s 24/7 emergency line, get to safety, report to SAPS, notify your insurer, use MyNetstar to monitor your vehicle tracking device, obtain a clearance certificate once your vehicle is recovered, and review your security setup. A car tracking device is your most powerful tool in the recovery process.
Your car is gone. In that moment, most drivers freeze, unsure what to do first, who to call, or what information they’ll need. Vehicle theft is one of the most stressful experiences a South African driver can face, and the seconds that follow matter enormously.
The decisions you make in the first 30 minutes after your vehicle is stolen can determine whether it’s recovered and how smoothly the process goes from there. This guide gives you a clear, step-by-step plan so you always know exactly what to do.
Save this now: Netstar’s 24/7 emergency number is 0800 11 22 22. Save it in your phone before you ever need it.
Netstar is an operating company within the Altron Group and an industry-leading provider of vehicle tracking, recovery, and fleet management solutions across South Africa