Car insurance claims

The more information you can get, the better. You should try and collect:

• The name, address, phone number and licence details of any drivers involved
• The make, model and number plate of any vehicles involved
• The contact details of anyone who witnessed the accident.

Don't worry, we'll deal with all the people involved in the accident on your behalf.

Even if you don't have all the details, you can still start your claim now and add more information later.

Take photos of the accident if you can. Pictures of damaged vehicles, location of the incident, number plates and the other driver’s licence will all be useful for your claim. You can upload these all after you lodge your claim online

You can provide details of any damage and describe how it happened when you make a claim online.

You should only drive your car if it's in the condition that's safe for you and any passengers. Don't drive your car if:

• The lights or brakes aren't working
• It's difficult to get in or out of the car
• Damaged bodywork could cause injury or interfere with driving
• There are leaking fluids or signs of engine damage.

If your car isn't safe to drive, call us for a tow 24/7 on 1300 546 125.

You don’t need to call the police for every incident, however you should call them if:

• You feel unsafe
• The accident is causing a traffic hazard
• You believe alcohol or drugs may be involved.

Most importantly, call an ambulance first on 000 if you or anyone else is injured.

There's no deadline for when you need to inform us about the incident, however it's a good idea to make a claim as soon as possible.

The most important information to obtain from the incident is the name and residential address of any drivers involved in the accident, it's also helpful to get their phone number and licence details.

This ensures that you don't need to pay an excess if the accident wasn't your fault. It also means we can deal directly with all the people involved on your behalf, saving you time, hassle and stress.

If possible, it also helps to get the make, model and number plate of any cars involved, plus the contact details of anyone who witnessed the accident.

If the damage to your car was caused by another driver we need their name and residential address to allow us to recover the cost of your repairs. We'll attempt to contact the other driver using any information that you can provide.

Often there are times when we can't contact the other driver, for example, a hit and run type incident. In this scenario, you'll be required to pay the excess towards the cost of your repairs.

If you don't have all their details right now, you can add them at a later date if you're able to obtain them.

This depends on the type of Car Insurance you have. Not all policy types include hire car as standard.

Comprehensive Plus Insurance

You're covered for hire car up to $100 a day for the time your car is being repaired, is recovered and doesn't need any repairs or when we pay your claim as a total loss.

If your car is damaged in an accident that we agree wasn’t your fault, and you can give us the at fault driver’s name and address, the $100 daily limit won’t apply.

Comprehensive Insurance

You're covered for a hire car if your car is damaged in an accident that we agree wasn’t your fault, and you can give us the at fault driver’s name and address.

After theft or attempted theft, you're covered for a hire car up to $75 a day for the time that your car is being repaired, is recovered and doesn't need any repairs or when we pay your claim as a total loss (for up to 21 days).

If you've chosen to add the hire car option, you’re covered for a hire car up to $75 a day until your car is repaired or when we pay your claim as a total loss (for up to 14 days).

Third Party Fire and Theft Insurance

You're covered for a hire car after theft or attempted theft, up to $75 a day for the time that your car is being repaired, is recovered and doesn't need any repairs or when we pay your claim as a total loss (for up to 21 days).

Not an NRMA Customer?

If you were involved in an accident caused by an NRMA Insurance customer, we may be able to provide you with a hire car and manage your repairs for you. Find out more.

Your policy automatically includes access to our extensive Partner Repairer network. We've partnered with trusted businesses to deliver quality, safe repairs and have you back on the road as soon as possible.

You'll need to attend a 20 minute inspection at our NRMA Partner Repairer, where they'll inspect the damage and book your car in for repairs at a time that suits you.

Our NRMA Partner Repairer will keep you updated on the repairs but we're here to help if you need us.

If you've added the 'Any Repairer' option, you can choose a repairer outside of our network, although you may need to manage the repair process yourself. We'll discuss this with you.

We’ll always get you to take your car for an inspection if there’s damage. Once that’s complete and we have agreed on the repairs you can deal directly with the repairer to get your repairs booked in at a time convenient to you. If you're looking for a specific repairer our consultants are on hand to assist

We’ll usually get you to pay your excess direct to the repairer when you collect your car. But if the damaged was caused by another person that we can recover the costs from you won’t be required to pay an excess

If after the inspection you decide that the cost of the damage is less than the excess and it’s not worth going ahead with the claim you can cancel the claim without affecting your No Claims Bonus.

Your policy automatically includes access to our extensive Partner Repairer network. We've partnered with trusted businesses to deliver quality, safe repairs and have you back on the road as soon as possible.

You'll need to attend a 20 minute inspection at our NRMA Partner Repairer, where they'll inspect the damage and book your car in for repairs at a time that suits you.

Our NRMA Partner Repairer will keep you updated on the repairs but we're here to help if you need us.

If you've added the 'Any Repairer' option, you can choose a repairer outside of our network, although you may need to manage the repair process yourself. We'll discuss this with you.

If there's considerable damage to your car or the repairs cost more than its value, your car may be written off (also known as a 'total loss'). If this happens:

• We'll pay you your car's agreed or market value minus an excess if required, and on-road costs (unused registration and CTP Insurance)
• Your policy will end and there will be no refund or transfer of your premium. If you pay monthly, we'll deduct any unpaid amounts from your settlement. If there's secured finance on your car, we'll pay the outstanding loan to the credit provider, and the remaining balance to you
• We keep your damaged car.

The amount we pay you and deductions that apply will be different based on the level of cover you chose.

We understand that a total loss claim can be unexpected. We'll explain the next steps in detail if we settle your claim this way.

If there's considerable damage to your car or the repairs cost more than its value, your car may be written off (also known as a 'total loss'). If this happens:

• We'll pay you your car's agreed or market value minus an excess if required
• Your policy will end and there will be no refund or transfer of your premium. If you pay monthly, we'll deduct any unpaid amounts from your settlement. If there's secured finance on your car, we'll pay the outstanding loan to the credit provider, and the remaining balance to you
• We keep your damaged car.

The amount we pay you and deductions that apply will be different based on the level of cover you chose.

We understand that a total loss claim can be unexpected. We'll explain the next steps in detail if we settle your claim this way.

We recommend you first speak with the repairer about your concerns. If you're still unhappy, please contact us and we'll discuss the next steps.

If we authorise and pay for a repairer to fix your vehicle, then we offer a lifetime guarantee for the workmanship of those repairs, as long as you're the owner of your car.

This depends on the type of Car Insurance you have. Not all policy types include hire car as standard.

Comprehensive Plus Insurance

You're covered for hire car up to $100 a day for the time your car is being repaired, is recovered and doesn't need any repairs or when we pay your claim as a total loss.

If your car is damaged in an accident that we agree wasn’t your fault, and you can give us the at fault driver’s name and address, the $100 daily limit won’t apply.

Comprehensive Insurance

You're covered for a hire car if your car is damaged in an accident that we agree wasn’t your fault, and you can give us the at fault driver’s name and address.

After theft or attempted theft, you're covered for a hire car up to $75 a day for the time that your car is being repaired, is recovered and doesn't need any repairs or when we pay your claim as a total loss (for up to 21 days).

If you've chosen to add the hire car option, you’re covered for a hire car up to $75 a day until your car is repaired or when we pay your claim as a total loss (for up to 14 days).

Third Party Fire and Theft Insurance

You're covered for a hire car after theft or attempted theft, up to $75 a day for the time that your car is being repaired, is recovered and doesn't need any repairs or when we pay your claim as a total loss (for up to 21 days).

Not an NRMA Customer?

If you were involved in an accident caused by an NRMA Insurance customer, we may be able to provide you with a hire car and manage your repairs for you. Find out more.

An excess is payable for the majority of claims unless there's another person that we can recover the costs from i.e. the driver of the other car who caused the accident.

You'll need to pay an excess if:

• You were the at fault driver in an accident
• The accident wasn't your fault but you don't have the details of the at-fault driver
• Your car was damaged by an event e.g. hail during a storm.

If you weren't the at fault driver and you need a hire car, have peace of mind knowing that we'll arrange one for you and manage your repairs at no cost to you.

Not an NRMA Insurance customer? Find out more.

To find out whether you need to pay an excess, simply start a claim online.

If you're 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, the claim will be made against your insurance, which means you'll need to pay the excess.

If we agree that the accident wasn't the fault of you or the driver of your car, and you can provide the name and residential address of the driver that we agree is at-fault, then you may not need to pay the excess.

Compulsory Third Party (CTP) Insurance protects you against claims for compensation if you injure someone in a motor vehicle accident. CTP does not insure you against the cost of repairs to any vehicles or property you damage.

Therefore, only having CTP Insurance puts you at significant financial risk if you damage a vehicle or other property belonging to someone else. If you'd like to cover yourself against these events, visit our Car Insurance page.

If you need to make an injury claim, visit our CTP claims page.