How to Make a Car Insurance Claim in Australia, Step by Step
Claims are where car insurance is really tested. The process is broadly the same across Australian insurers — most subscribe to the General Insurance Code of Practice, which sets enforceable standards for prompt, fair claims handling. Here's the whole journey, from the accident scene to a resolved dispute.
What should I do immediately after an accident?
Safety first — call 000 for any injury or danger. Then: exchange names, numbers, licence and rego details; photograph vehicles, positions and the scene; collect witness contacts and any police event number; do not admit fault; and notify your insurer as soon as practical.
- Make everyone safe. Check for injuries; call 000 if anyone is hurt or there's danger like fire or fuel. Move the car clear of traffic if safe, otherwise hazard lights on.
- Exchange details — full names, phone numbers, licence numbers, make/model/colour/rego of each vehicle, and insurer and policy number if known. If the other driver won't cooperate, record their rego and a description.
- Gather evidence. Photos and video from multiple angles: damage to all vehicles, resting positions, skid marks, signs and signals, street names. Note exact date, time and location. Get contact details for independent witnesses. If police attend, record the officer's details and the event number.
- Don't admit fault. Stick to facts. Fault is determined by your insurer from the evidence — admissions at the scene can only hurt you.
- Call your insurer as soon as practical; most run 24/7 claims lines or online lodgement.
Motoring clubs publish good pocket checklists — RACV's what-to-do guide and the NRMA accident checklist are worth saving to your phone.
How do I lodge the claim?
Lodge online, by phone or in your insurer's app, with your policy number handy. Provide the when/where/who/what of the incident and upload your photos, police event number and witness details. You'll receive a claim number — keep it; it's your reference for everything that follows.
Lodge as soon as reasonably possible — delays can complicate investigations as evidence degrades. Be accurate and complete; the account you give here anchors the whole claim. If you already have repair quotes you can submit them, though the insurer will usually arrange its own assessment.
What happens after lodgement — assessment, repair or write-off?
An assessor inspects the damage and determines repair cost. If the car is economically repairable, repairs are approved and the insurer pays the repairer directly, minus your excess. If repair costs exceed the car's value, it's declared a total loss: you're paid the agreed or market value minus excess, and the salvage becomes the insurer's property.
- Assessment — an internal or independent assessor inspects the vehicle and prices the damage.
- Choice of repairer — your policy dictates whether you pick the workshop or use the insurer's network (network repairs usually carry a guarantee).
- Repairs — once approved, the insurer generally pays the repairer directly; you pay your excess to the repairer or insurer per your policy terms.
- Total loss — payout at agreed or market value, minus excess; salvage transfers to the insurer.
Keep records of every conversation — dates, names, summaries. Consumer guarantees apply to repair work too; the ACCC's consumer rights guide covers your position if repairs disappoint.
What if I disagree with my insurer's decision?
Escalate in order: (1) the insurer's internal dispute resolution (IDR) process — mandatory for every licensed insurer, with set response timeframes; (2) the Australian Financial Complaints Authority (AFCA) — independent, free for consumers, and able to make binding decisions; (3) independent legal advice as a last resort.
Lodge the IDR complaint formally — say explicitly that you're making a complaint, not an enquiry. If the response doesn't satisfy you or doesn't arrive within the required timeframe, AFCA takes complaints about car insurance claims at no cost and can mediate or decide the matter. If you're in financial difficulty or the dispute is complex, the Financial Rights Legal Centre provides free assistance.
Frequently asked questions
What should I do immediately after a car accident?
Check everyone is safe and call 000 if anyone is injured or in danger. Move the car off the road if safe, or use hazard lights. Exchange names, contact numbers, licence and registration details with the other driver, photograph the scene and damage from multiple angles, get witness contact details, note any police event number — and do not admit fault. Then contact your insurer as soon as practical.
Should I admit fault at the accident scene?
No. Stick to a factual exchange of details. Admitting fault at the scene can prejudice your claim — your insurer determines fault from the evidence, and premature admissions complicate that process.
What happens if my car is written off?
If repairs would cost more than the car's value, the insurer declares it a total loss and pays out the agreed value or market value stated in your policy, minus your excess. The wreck (salvage) then usually becomes the insurer's property.
What can I do if my insurer rejects my claim?
First lodge a formal complaint through the insurer's internal dispute resolution (IDR) process — every licensed insurer must have one, with response timeframes. If you're still unsatisfied, escalate free of charge to the Australian Financial Complaints Authority (AFCA), which can make decisions binding on the insurer. Legal advice is the last resort.