Make a claim

If your car can’t be driven and needs to be towed, we’ll cover the reasonable cost of towing to the nearest agreed repairer or to somewhere safe.

Our Comprehensive Car Insurance doesn’t include ‘free’ windscreen cover, but you can add this as an optional benefit on your policy. Alternatively, our Comprehensive Plus Insurance does include one free windscreen or glass repair claim per year.

We do provide cover for your trailer or caravan if it is damaged by an insured event while attached to the car you have insured with us. We will pay up to $1000 in one period of insurance for damage to your trailer or caravan under this benefit.

If you have Comprehensive or Comprehensive Plus car Insurance you are covered for damage caused by natural disasters such as fire, flood and hail – as long as it happens during the policy cover period.

Our Comprehensive Car Insurance cover doesn’t automatically include the use of a hire car after an accident, but you can add this as an optional benefit on your policy. Alternatively, our Comprehensive Plus Insurance includes the hire car benefit at no additional cost.

Most importantly, you need to get yourself into a safe place. If required, call 000 to receive help from emergency services.

When it is safe to do so, you should try to collect the following details:

• If another driver is involved, you should swap information with them. Including:

• Name
• Address (this is required if you’re not at fault)
• Phone number
• Registration number
• Driver’s licence number (take a picture if possible)
• Their insurance company details

• If there are independent witnesses, you should try to collect their contact details as well.
• Take photos of any damage caused to both cars and their location on the road.

When you are ready, contact us on 1300 265 374 to lodge your claim and discuss next steps. It always helps to have your policy number handy but you don’t need this to lodge a claim.

Even if you think the accident was your fault, don't admit that you are, or may have been, at fault as this may impact our ability to assess the claim. We'll do an assessment of fault once the claim in lodged and the necessary information is obtained.

If any contact is made with you by the other driver or their insurance company subsequent to you lodging your claim, contact us to let us know or in the case of a phone call being received, let them know that you are insured with us and that we will be looking after the claim and the other party should direct all further questions or enquiries to us.

It’s always a good idea to make a claim as soon as possible.

If you are unsure whether or not you should make a claim, call us 1300 265 374. Our claims team can help you make a decision on what your best next steps are.

If you are still unsure, you can cancel your claim after your inspection if you don’t want to proceed.

You’ll need to pay an excess if you are responsible for causing damage to your vehicle or another person’s property. If you’re not responsible for causing the damage, and you can provide the at fault person’s full name, address and rego then you don’t have to pay an excess. Our claims team will always let you know you when you need to pay an excess.

If you feel unsafe or anyone is injured, you should call 000 immediately for Police, Fire or Ambulance.

You should also call the police if:

• There are injuries from the accident
• The accident is causing a traffic hazard
• You believe alcohol or drugs may be involved

If your car isn’t safe to drive, or if you are unsure, call us on 1300 265 374 and we’ll organise a tow for you.

You shouldn’t drive your car if:

1. The lights or brakes aren’t working
2. It is hard to get in or out of the car
3. There is any damage to the body of the car that could cause injury, interfere with driving or fall off
4. There are leaking fluids or signs of engine damage

Yes, if the cost of repairs to your car and any other damage that you are liable for is less than the excess payable, you may choose not to make a claim. The easiest way to confirm the cost of repairs is to get one of our Partner Repairers to inspect the damage. If after the inspection you decide not to proceed, you can cancel the claim.

If you are unsure who caused the accident or there’s a dispute over which driver was at-fault, we’ll use all the information you provide us along with our knowledge of the road rules to decide. We may ask you and the other party to provide statements, diagrams or photos to help us make that decision. If you’re found to be at-fault for an accident, you will be required to pay the excess. If we agree that you’re not at-fault, and you can provide the name and residential address of the driver who is at-fault, then you may not need to pay the excess.

If any contact is made with you by the other driver or their insurance company after you’ve lodged your claim, contact us to let us know or in the case of a phone call being received, let them know you are insured with us and we will be looking after the claim and the other party should direct all further questions or enquiries to us.

You can get your car repaired at any of our National Partner Repairers. We’ll also give you a Lifetime Repair Guarantee on all repairs we approve and arrange through our authorised repairer network, giving you peace of mind.

If you have a Comprehensive Plus policy, you can choose your own repairer. However, we reserve the right to determine the method of repairs and ensure the repairs are carried out satisfactorily.

If you need to pay an excess, you can either pay it directly to the repairer when you pick up your car or call us on 1300 265 375.

If your car is a total loss, we’ll deduct the excess amount from your settlement.

An inspection allows the repairer to estimate how long the repairs will take and book a convenient time with you for them to take place. The inspection usually takes around 30 minutes.

Once you’ve made a claim, you can view the details online through the Insurance Service Centre. If you have any other questions, please call us on 1300 265 374 (weekdays 8.30am to 5pm AEST).

Your repairer always tries to get you back on the road as soon as possible but making sure your vehicle is safe is their top priority. After the inspection, your repairer will provide an estimate on how long the repairs will take. This will mostly be influenced by the amount of damage to your vehicle. Sometimes it can be difficult for the repairer to identify all the damage or parts required at this visual inspection, so timeframes discussed may change once the repairs commence. If there are any delays, your repairer will let you know.

If you’re already booked in for an inspection or repairs, simply call the repairer to organise another time.

The repairer is the best point of contact for an update on your repairs.

There are a variety of reasons why repairs to your car may take longer than originally estimated. For example:

• The repairer finds more damage to your car.
• Specific parts aren’t in stock and may need to be shipped from overseas.
• A specialist such as an auto electrician is required to work on your vehicle.

If there is any delay in the repair process, the repairer will let you know.

As a first step we recommend that you speak directly with the repairer to resolve the issue. We provide a Lifetime Repair Guarantee on all repairs we authorise. To find out more about our lifetime guarantee, please read your Product Disclosure Statement.

If we determine your car to be a total loss, depending upon the age of your car (based on original registration), we will either provide you with a new replacement car under the new-for-new option (if you qualify for this benefit) or pay you the sum insured less any deductions and excesses that may apply. In certain circumstances, we may need to deduct the premium for the unexpired portion of your policy.