We have received your claim.
Now that you’ve reported what happened, we will get right on to reviewing your claim. You have received confirmation of your claim number via SMS. We’re here to assist you or answer your questions.
We may need more information for your claim.
Here’s a quick recap of the information we may have asked you for at the start. Don’t worry if you couldn’t provide everything when you first told us what happened, after your bingle. Just provide us with any remaining details or documents.
- Date, time and location of the incident and what happened.
- Personal details and licence number of anyone else driving your car, during the incident.
- Full name, address, contact and licence number details of any other drivers involved or witnesses.
- Make, model and registration numbers of any cars involved.
- Photos of the incident.
- Police event number or report, if applicable.
Car Insurance claim process.
Just like you, every claim is unique. These steps make it easier to understand our Car Insurance claim process after you have lodged your claim following an accident, mishap or loss.
If your car needs a tow, we can assist with organising that for you. We will then appoint an authorised repairer near your home or work. We guarantee all approved materials and work done by our extensive network of nominated automotive experts.
If your car is driveable, we will advise you to book a convenient time to get a quote to fix your car. Otherwise, we will consider a repairer you choose and if approved, we’ll make the arrangements to get your car repaired.
An excess may be payable depending on your circumstances. We’ll tell you the amount you will need to pay if it applies, plus how you can pay it directly to the repairer.
Lastly, if you need a hire car to get around while yours is out of action and you’re covered for it, just let us know.
We review your damages, policy and all quotes received from the repairer. We will let you know if we can approve your claim or not, and why. We'll then work with you to either:
We will fix your vehicle to its equivalent condition, just before the incident. If the repairs were completed by our approved repairer, we guarantee all materials and workmanship, for as long as you own the car. If you have any concerns, we can also do a final inspection on your vehicle.
This option only applies to Comprehensive Insurance holders. In order to be eligible, you must have purchased your car new, and we need to have determined it to be a total loss within the first 24 months after you registered it.
We will choose to replace it with either the same or a similar make, model or series where possible, including its accessories stated on your Certificate of Insurance.
If your vehicle is a complete write-off, we will pay you up to its agreed value or market value, less any other applicable limits or deductions. For example, the payout may be reduced by any remaining premium payments or excesses you owe.
Read our Car Insurance Product Disclosure Statement for any additional deductions that may apply.
Once your claim is finalised, we’ll take care of any settlements to other people involved.
We will contact any other drivers or their insurance providers, so you don’t have to. If the other parties or their representatives contact you, please let us know.
That’s it. Then you’re back on the road and can focus on enjoying the things you love again!
Have some concerns about your claim?
If you have a complaint or are unsatisfied about how your Car Insurance claim is being handled, it’s important to let us know. We will work with you to resolve your concerns. Please call our Claims Team on 1300 10 1234.
