How the Car Insurance Claims Process Works in Australia

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

Making a car insurance claim can feel stressful, especially if your vehicle has been damaged, another driver is involved, or you are unsure what your policy covers. The car insurance claims process in Australia usually follows a series of steps: making the scene safe, collecting evidence, notifying your insurer, lodging the claim, having the damage assessed, paying any applicable excess, arranging repairs or settlement, and resolving any issues that arise.

The exact process can vary between insurers, policy types and individual circumstances. Your Product Disclosure Statement (PDS), certificate of insurance and insurer's claims instructions are the key documents to check. This guide explains the typical process and the common mistakes to avoid so you can be better prepared before and during a claim.

What to do immediately after an accident

Your first priority is safety, not the insurance claim. If anyone is injured, if there is a dangerous road hazard, or if emergency help is needed, contact the appropriate emergency services. Move to a safe place if you can do so without creating further risk.

Once it is safe, take practical steps to preserve information about what happened. Depending on the situation, this may include:

• Exchanging names, contact details, registration numbers and insurance details with other drivers involved.
• Recording the time, date, location, weather and road conditions.
• Taking photos or videos of the vehicles, damage, road layout, traffic signs, skid marks, debris and any relevant surroundings.
• Collecting witness names and contact details where available.
• Noting whether any towing, emergency attendance or police involvement occurred.

Avoid admitting fault at the scene, even if you feel responsible. Fault can depend on road rules, evidence, policy wording and the insurer's assessment. It is usually better to describe the facts clearly and let the relevant parties assess liability.

Step 1: Check your policy before you claim

Before lodging a claim, review what type of cover you hold and what it may respond to. Comprehensive car insurance generally provides broader cover for damage to your own vehicle and other people's property, subject to the policy terms. Third Party Property Damage cover is usually more limited and commonly focuses on damage you cause to someone else's vehicle or property. Third Party Fire and Theft adds selected cover for fire and theft events.

Also check whether your claim relates to property damage, injury, theft, storm, fire, malicious damage or another insured event. Injury claims may involve Compulsory Third Party (CTP) insurance or state and territory schemes, which are separate from ordinary car property insurance. If someone is injured, follow the relevant emergency and reporting steps and ask your insurer what information they need.

If policy wording feels unclear, a plain-English guide to common terms may help. You can also review insurance jargon commonly used in online car insurance quotes so you understand terms such as excess, exclusions, agreed value and market value before discussing the claim with your insurer.

Step 2: Notify your insurer promptly

Most insurers expect you to tell them about an incident as soon as reasonably possible, even if you do not yet have every document or photo ready. Delays can make it harder to verify what happened, arrange repairs, contact other parties or recover costs from an at-fault driver.

When you contact your insurer, they may ask for:

• Your policy number and contact details.
• Details of the incident, including time, date and location.
• Information about the driver and vehicle at the time.
• Details of other vehicles, owners or drivers involved.
• Photos, videos, witness details or police event numbers, if available.
• Whether the vehicle is driveable or needs towing.

You do not need to guess if you are unsure about a detail. It is better to say you will confirm the information than to provide something inaccurate. Keep a record of the claim number, the date you contacted the insurer and the name or reference details of anyone you speak with.

Step 3: Lodge the claim and provide evidence

Once the insurer opens the claim, you may need to complete an online form, speak with a claims consultant, upload documents or provide further evidence. The insurer uses this information to decide whether the event is covered, whether any exclusions apply, who may be at fault and what settlement or repair pathway is available.

Useful evidence may include:

• Photos and videos taken at the scene.
• Photos of vehicle damage before any repairs are started.
• Repair quotes if your insurer asks for them.
• Towing, storage or emergency repair receipts.
• Police or incident reference numbers where relevant.
• Written notes of conversations with other parties or witnesses.
• Copies of emails, letters or messages from the insurer, repairer or other driver.

Do not arrange major repairs before speaking with your insurer unless urgent action is needed to prevent further loss or to make the vehicle safe. Many policies include conditions about assessment, authorised repairs and what the insurer must approve before work begins.

Step 4: The insurer assesses cover, fault and damage

After you lodge the claim, the insurer assesses the incident against your policy. This may involve reviewing evidence, contacting other parties, arranging an inspection, asking for a repair quote or appointing an assessor.

The insurer may consider:

• Whether the policy was active at the time of the incident.
• Whether the driver and vehicle use matched the policy details.
• Whether the event is covered or excluded.
• Whether the vehicle can be repaired safely and economically.
• Whether another driver appears to be at fault.
• Whether an excess applies.

This stage is where accurate information matters. Incomplete or inconsistent details can slow the claim. Deliberately false or misleading information can have serious consequences, including refusal of the claim or cancellation of cover, depending on the circumstances and policy terms.

How car insurance excess works in a claim

An excess is the amount you may need to contribute towards a claim. Your policy may include a standard excess, and other excesses may apply in certain situations, such as for younger or inexperienced drivers, unlisted drivers or specific claim types. The exact amount and when it applies depend on your policy.

In some claims, the insurer may ask you to pay the excess directly to the repairer. In others, the excess may be deducted from a settlement amount. If another driver is clearly at fault and their details are available, some insurers may waive or refund the excess, but this depends on the policy wording, the evidence and the insurer's recovery process.

When comparing policies, it can be useful to look beyond the premium and consider claim-related costs. For example, a lower premium may come with a higher excess or more restrictive repair conditions. For more on costs that can be missed when comparing policies, see hidden costs that may affect your car insurance budget.

Step 5: Repairs, replacement or settlement

If your claim is accepted, the insurer will usually explain whether your vehicle will be repaired, replaced or treated as a total loss. The available options depend on your policy, the vehicle's condition, the damage and the insurer's assessment.

Repairs and choice of repairer

Some policies require you to use the insurer's approved repair network, while others may allow you to choose your own repairer. Even where choice of repairer is available, there may be conditions around quotes, approvals, guarantees and what costs the insurer will pay.

Before booking repairs, ask your insurer:

• Do I need approval before repairs begin?
• Can I choose my own repairer?
• Will the repairs be guaranteed, and by whom?
• Who pays the repairer and when is the excess due?
• Is a hire car included while my vehicle is being repaired?

Hire car cover, new-for-old replacement, windscreen cover and choice of repairer can vary significantly between policies. These features may be included, optional or unavailable, so check your documents rather than assuming they apply.

Total loss car insurance claims

A vehicle may be treated as a total loss if it is stolen and not recovered, or if the insurer decides it is not economical or safe to repair. If this happens, the insurer will usually calculate a settlement based on the policy terms.

Your settlement may depend on whether your policy uses agreed value or market value. Agreed value is a value agreed with the insurer when the policy is taken out or renewed, subject to policy wording. Market value generally reflects what the vehicle was worth immediately before the incident, based on relevant factors such as age, condition, kilometres and market conditions.

If finance is owing on the vehicle, the lender's interest may need to be considered. A total loss settlement may not always match the amount outstanding on a loan. If this could affect you, check your finance agreement and policy terms carefully.

What if the other driver was at fault?

If another driver caused the accident, you may still be able to claim through your own insurer if your policy covers the event. Your insurer may then try to recover costs from the at-fault driver or their insurer. This is often called recovery.

To support recovery, provide as much accurate information as possible about the other driver, vehicle and circumstances. If you cannot identify the other driver, or if the other driver is uninsured, the outcome depends on your policy type and the specific facts of the claim.

If you only have Third Party Property Damage cover, damage to your own car may not be covered unless your policy includes a limited uninsured motorist benefit and the conditions are met. These benefits vary, so read your policy carefully.

Common mistakes that can delay or weaken a claim

The original purpose of this guide was to help drivers avoid common claim mistakes. Those mistakes remain important because they can lead to delays, extra out-of-pocket costs or disputes with the insurer.

How to follow up on your claim

After lodging a claim, keep communication organised. Save your claim number and keep copies of all documents you send or receive. If you speak with your insurer by phone, make a brief note of the date, the person you spoke with and what was discussed.

If you have not heard back within the timeframe the insurer gave you, follow up politely and ask what is outstanding. Sometimes a claim is delayed because the insurer is waiting on repair quotes, assessor reports, information from another party or internal approval.

Useful questions include:

• Has my claim been accepted, declined or is it still being assessed?
• Is any further information needed from me?
• Has an assessor inspected the vehicle?
• What is the next step and expected timing?
• When do I need to pay the excess?
• Who should I contact if the repairer or another party contacts me directly?

What to do if your claim is declined or disputed

If your insurer declines your claim, offers a settlement you disagree with, delays the claim without a clear explanation, or you are unhappy with the repair outcome, ask for the reasons in writing. Compare the insurer's explanation with your policy wording and the evidence you provided.

You can usually ask the insurer to review the decision through its internal dispute resolution process. Provide any additional evidence, explain what outcome you are seeking and keep records of all communication.

If the complaint is not resolved through the insurer's internal process, you may be able to take the matter to the Australian Financial Complaints Authority (AFCA), which provides external dispute resolution for eligible financial services complaints. AFCA has its own rules and time limits, so check the current requirements before relying on that option.

How claims features can affect policy comparison

Many drivers compare car insurance mainly by premium, but the claims experience can be just as important when something goes wrong. When reviewing car insurance options online, consider claim-related features as well as price.

Features to compare may include:

• Excess amounts and when additional excesses apply.
• Choice of repairer or approved repairer requirements.
• Hire car cover after accident or theft.
• New car replacement conditions.
• Windscreen or glass claims conditions.
• How market value or agreed value is handled.
• Claim lodgement options, such as online, phone or app-based claims.
• How the insurer handles recovery when another driver is at fault.

No policy is suitable for everyone. The right balance depends on your vehicle, budget, driving habits, risk tolerance and the level of cover you want. Always read the PDS and consider whether the policy features match your circumstances.

Final checklist for a smoother car insurance claim

Before you need to claim, it helps to know what your policy requires and where your key documents are stored. After an incident, a calm and organised approach can reduce confusion and help your insurer assess the claim.

• Make safety the first priority after any accident.
• Collect evidence if it is safe to do so.
• Notify your insurer promptly.
• Provide accurate and complete information.
• Ask before arranging repairs or towing, unless urgent action is necessary.
• Understand whether an excess applies.
• Keep receipts, emails, claim numbers and notes of conversations.
• Follow up if the claim stalls.
• Use the insurer's complaint process if you disagree with the outcome.

The car insurance claims process in Australia is not identical for every driver or every policy. However, understanding the typical steps can help you avoid common mistakes, ask better questions and compare policies with the claims experience in mind.

Published: Wednesday, 3rd Jul 2024
Author: Paige Estritori