How to Make a Car Insurance Claim in Australia, Step by Step

Independent guide — we don't sell insurance. Written by the autoinsurance.au editorial team · Last updated: 13 September 2026

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?

1. 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.
2. 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.
3. 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.
4. Don't admit fault. Stick to facts. Fault is determined by your insurer from the evidence — admissions at the scene can only hurt you.
5. 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 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?

• 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?

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.

What evidence actually decides a claim

• Dashcam footage. Export it immediately. Most units loop and overwrite within days, and "it was on the camera" is worth nothing once the file is gone.
• Fixed cameras nearby. Businesses and homes overwrite quickly too — usually within one to four weeks. If footage exists, ask for it the same day and put the request in writing.
• Photographs at the scene. Wide shots showing the position of both vehicles and the road layout matter more than close-ups of the dent. Capture skid marks, debris fields, traffic signals, signage and weather.
• Witness details. A name and a mobile number from someone unconnected to either driver is disproportionately powerful.
• The other driver's details. Name, address, phone, rego, insurer, licence number. You're entitled to them and obliged to give yours.

Not-at-fault claims and third-party recovery

Two details save people money here:

• A not-at-fault claim shouldn't cost your no-claims bonus — provided the other party is identified. If you can't name them, most insurers treat it as at-fault for rating purposes, which is precisely why the rego number matters more than the apology at the scene.
• Beware credit repair and accident management referrals. Being offered a "free" hire car at the scene or by a repairer can commit you to a credit hire agreement at rates the at-fault insurer may later dispute, leaving you exposed. Read what you sign, and check with your own insurer first.

If you're hit by an unidentified or uninsured driver, third party property damage policies often include limited uninsured motorist cover for damage caused by an identified uninsured driver — check the limit, which is commonly capped at a few thousand dollars.

Write-offs: repairable, statutory, and what you're paid

A vehicle is "written off" when the insurer decides repair isn't economic or isn't safe. The distinction that matters afterwards:

Written-off vehicles are recorded on the national written-off vehicle register and show on a PPSR check. When your car is written off:

• You're paid the agreed value, or the market value at the date of loss if the policy isn't agreed value.
• The excess and any unpaid annual premium are deducted from the settlement.
• The wreck ("salvage") becomes the insurer's property unless you negotiate to retain it, which reduces the payout.
• Registration and CTP refunds are usually yours to claim separately from the road authority.
• If you owe more on finance than the payout, the shortfall is yours — the gap that shortfall insurance exists to close.

Choice of repairer, and what to do about a bad repair

Whether you can choose your own repairer depends on the policy — some include choice of repairer as standard, some as a paid option, and some direct you to an approved network. Neither model is inherently worse, but know which you bought before the accident, not after.

Repairs carry a workmanship guarantee, usually lifetime for authorised repairs on the insurer's network. If the repair is defective — paint mismatch, panel gaps, rattles, a fault that appeared after the work — raise it in writing with the insurer first, ask for re-inspection, and keep every photograph. The guarantee is the insurer's obligation, not just the repairer's.

Timeframes your insurer must meet

The General Insurance Code of Practice binds subscribing insurers to defined response times: acknowledging a claim, deciding it, and telling you if more time is needed — with extended allowances during declared catastrophes. If those timeframes slip without explanation, that's a Code issue you can raise directly, and Code breaches are overseen independently.

The escalation path is always the same: the claims handler, then the insurer's internal dispute resolution team in writing, then AFCA once you have a final decision or 30 days have passed. AFCA is free, its determinations bind the insurer if you accept them, and you don't need a lawyer.

Frequently asked questions