Does car insurance cover emergency repairs to my car?

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, we offer a lifetime guarantee for the workmanship of those repairs, as long as you're the owner of your vehicle.

If there's considerable damage to your car from a covered incident, or the repair cost is assessed as uneconomical, the vehicle may be written off (also known as a 'total loss').

The amount we pay you and any deductions that apply will be different based on your level of cover. When we settle a total loss claim, we keep your damaged vehicle.

For Comprehensive cover, we'll pay you the agreed value or market value (depending on the cover you've chosen), minus any excess, outstanding owed premium and on-road costs (like unused registration and CTP Insurance)¹.

If you hold Comprehensive or Comprehensive Plus cover and your vehicle was bought new and is less than 24 months old at the time of the incident, we may instead choose to replace your vehicle under our new vehicle replacement additional benefit. We can only do this if the same or similar vehicle is available in Australia at the time and the conditions for this are met.

For Third Party Property Damage cover, we will pay up to $5,000 if you weren’t at fault and the driver at fault is uninsured.

For all policies, if your claim is settled as a total loss your policy will end and there will be no refund or transfer of your premium. If you pay your premium in instalments, we'll deduct any unpaid amounts from your settlement. If there's secured finance on your vehicle, we'll pay the outstanding loan to the credit provider, and any remaining balance to you.

For more information, see our Product Disclosure Statement.

Things you should know

¹ Due to different state registration refund processes, no on-road cost deductions apply to cars registered in QLD.

We pay up to $800 for reasonable emergency repair costs you need to make, so that your caravan is safe to use or tow. We'll also pay the cost for your caravan or trailer to be towed from the incident scene to a repairer or safe place.

For more information, see our Product Disclosure Statements.

Important note for customers in NSW, Queensland, Tasmania and the ACT:

If your policy was

• First purchased before 21 April 2024 and not yet renewed
• Last renewed before 1 July 2024

your cover will be different. Call us on 132 132.

To discuss your emergency repair options, call us straight away on 131 123. We're available 24/7.

Yes, you can choose who repairs your home.

However, if you decide not to use one of our Partner Repairers, we won't be able to warrant the workmanship or repairs that are completed, or assist in managing the repairer throughout the repair on timeframes or quality.

We'll also only pay you the fair and reasonable amount that the repairs should cost.