Motorcycle & Scooter Insurance claims

Making a claim is easy

Select from the following options.

1 Get safe

Make sure you're safely off the road and ring 000 in case of injury or hazard.

2 Get details

Note down the details of the other drivers or riders involved and take photos of the accident.

3 Get a tow

Call us now if you need a tow on 1300 546 125

Once you and those around you are safe, you can call us to start your claim.

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Existing claims enquiries, 8:30am-5pm Mon-Fri

  • The name, address, phone number and licence details of any drivers involved in the accident
  • The make, model and number plate of any vehicles involved in the accident
  • 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. If you need help during the process, our claims team can answer any questions you may have.

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 send these to us after you've lodged your claim to our claims department.

Your motorcycle or scooter should be in a condition that's safe for you and any passengers. Don't ride if:

  • The lights or brakes aren't working
  • You can't easily get on or off your bike
  • Damaged bodywork could cause injury or interfere with riding
  • There are leaking fluids or signs of engine damage

If your motorcycle or scooter isn't safe to ride, 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 tell us about the incident, however it's a good idea to make a claim as soon as possible.

Call us to make a claim. We'll just need a few details about the incident to get you started, including:

  • Time and date
  • Location
  • A description of the incident
  • Details of other drivers involved

Even if you don't have all the details, you can still start your claim now. If you need help during the process, our claims team can answer any questions you may have.

Call 131 123

New lodgement 24/7
Existing claims enquiries, 8:30am-5pm Mon-Fri

The most important information to obtain from the incident is the name and residential address of any drivers or riders involved in the accident.

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 motorcycle or scooter 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 call us to add them at a later date if you're able to obtain them

If you have hire car cover included in your policy, one will be organised for you with the hire car company on the day you drop your motorcycle or scooter at the repairer (or before if your motorcycle or scooter isn’t rideable). If your motorcycle or scooter has been stolen, we provide a hire car for up to 21 days with our Comprehensive policies.

To check if you have hire car cover included in your policy, log into your Self Service Centre account. If you don’t have hire car cover, we can arrange one for you at a discounted rate.

  • We'll give you a claim number and let you know if you need to pay an excess
  • You'll then need to get a quote for repairs if there's damage to your motorcycle or scooter. One of our claims assessors can help you find a suitable repairer, or you can get a quote from a repairer of your choice
  • Once you have a quote, you'll need to send it to our claims department along with any photos of the damage. Please list your claim number as the subject so we can easily add this to your claim
  • Our claims assessors will then determine how your claim will be settled and if they'll need to inspect your vehicle
  • Then, if we agree on the repairs, you can deal directly with the repairer to get your repairs booked in at a time that suits you
  • We'll usually get you to pay your excess direct to the repairer when you collect your motorcycle or scooter. But if the damage was caused by another person who 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 your claim without affecting your No Claim Bonus

Once you've lodged your claim, our claims team will review it and contact you if we need any more information. We'll also deal with any other parties involved so you don't have to.

Call 131 123

New lodgement 24/7
Existing claims enquiries, 8:30am-5pm Mon-Fri

If there's considerable damage to your motorcycle or scooter or the repairs cost more than its value, your motorcycle or scooter 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 onroad 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 motorcycle or scooter, we'll pay the outstanding loan to the credit provider, and the remaining balance to you
  • We keep your damaged motorcycle or scooter

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 motorcycle or scooter 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 motorcycle or scooter'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 motorcycle or scooter, we'll pay the outstanding loan to the credit provider, and the remaining balance to you
  • We keep your damaged motorcycle or scooter

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 you have hire car cover included in your policy, one will be organised for you with the hire car company on the day you drop your motorcycle or scooter at the repairer (or before if your motorcycle or scooter isn’t rideable). If your motorcycle or scooter has been stolen, we provide a hire car for up to 21 days with our Comprehensive policies.

To check if you have hire car cover included in your policy, log into your Self Service Centre account. If you don’t have hire car cover, we can arrange one for you at a discounted rate.

To find out what you’re covered for and any excess payable after an incident, please see below.

Call 131 123

New lodgement 24/7
Existing claims enquiries, 8:30am-5pm Mon-Fri

The easiest way to find out whether you're covered is to start a claim.

Based on the incident type and your policy with us, we'll confirm what's included in your cover. We'll also explain your options to get your motorcycle or scooter repaired and a hire car.

You can also find out what you're covered for in your Self Service Centre account. Simply select the policy you're after to see a summary of your coverage.

We cover your protective clothing as your personal items for up to $2,000 in total, on top of your agreed or market value.

The most we’ll pay to repair or replace any one item of your protective gear is $1,000.

Protective clothing that’s specifically designed to be worn by you or a passenger while riding your motorcycle or scooter includes:

  • Helmet
  • Jacket
  • Trousers
  • Boots
  • Gloves

We don’t cover personal items including mobile phones, cash and modifications or accessories that are attached to your motorcycle or scooter.

For further information, please refer to the Product Disclosure Statement (PDS)

If the cost of repairs to your motorcycle or scooter is less than the excess payable, you may choose not to make a claim. However, the first step is to start a claim so we can arrange to inspect the damage and discuss the cost of repairs with you.

Our claims team will also discuss what happens if there was someone else involved in the incident, and whether making a claim will impact your No Claim Bonus and premium.

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

You'll need to pay an excess if:

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

You can find out whether you need to pay an excess, simply log into your Self Service Centre account and select your policy.

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, and you’ll need to pay the excess.

If we agree that the accident wasn’t the fault of you or the rider of your motorcycle or scooter, 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.

If you weren’t the at-fault driver in an accident and you provide us with the at-fault driver’s or rider’s name and address, making a claim won't affect your No Claim Bonus.

If you were the at-fault rider in an accident or damage to your motorcycle or scooter was caused by storm or theft, it depends on your current No Claim Bonus level and whether you’ve made any other claims during your current policy term.

Compulsory Third Party (CTP) Insurance protects you against claims for compensation if you injure someone in a motor vehicle accident. CTP does not insure 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 Motorcycle and Scooter Insurance page

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