The damage to my car or motorcycle is minor, should I even make a claim?

If there's considerable damage to your car or motorcycle 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, 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 about what's covered, what's not and terms and conditions, read the Product Disclosure Statement (PDS) on our policy booklets page.

Things you should know

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

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.

When the damage to your car has been inspected, we can discuss the cost of repairs with you.

You can then decide if you'd like to proceed with the claim.

If you have Comprehensive cover (including Comprehensive Plus and Comprehensive Basics), and the incident you're claiming for is covered under your policy, you can claim taxi fares or rideshare service fees for getting home from an accident, or getting to and from your repairer or hire car provider.

Depending on your level of cover, you can claim these costs of:

• Up to $250 if you have Comprehensive Plus
• Up to $150 if you have Comprehensive
• Up to $75 if you have Comprehensive Basics.

If you are more than 100kms from home and your car can’t be driven after an incident we cover, we’ll cover the costs of emergency transport and accommodation:

• Up to $1,500 if you have Comprehensive Plus
• Up to $1,000 if you have Comprehensive
• Up to $750 if you have Comprehensive Basics or Third Party Fire & Theft.

To make sure you’re covered, let us know before arranging your transport and/or emergency accommodation.

For more information, see our Product Disclosure Statement.

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.

• We'll arrange a convenient time with you to inspect the damages you're claiming for
• We'll let you know what needs to be repaired. If there's anything that won't or can't be repaired, we'll explain why
• For most claims we can organise one of our accredited Partners to do the work and we'll provide a lifetime guarantee for the work done
• If you have a builder or tradesperson you would prefer to use, simply let us know

Most claims for damage to your home we organise to send a preferred repairer to attend and inspect your property.

When a claim is accepted these repairers can organise the necessary tradespeople to attend and fix the damage.

Take photos of the accident if you can. Pictures of damaged vehicles or property, the location of the incident, number plates and the other driver's licence details will all be useful for your claim.

You should make a claim as soon as possible, but if you’re unsure get in touch with us.

Most claims can be made at any time, but sometimes you’ll need our approval before incurring certain costs, such as towing, or repairing or replacing damaged property.

In NSW, QLD, ACT or TAS, you can make home and most car claims online by logging in to your account.

If you have a Veteran, Vintage and Classic Car policy, any other type of insurance, or would just prefer to speak with us, call on 131 123 and we'll make your claim for you over the phone, 24 hours a day, 7 days a week.

In SA, WA and the NT you can make a car or home claim online (except for Classic Car policies) by logging in to your account.

For all other types of insurance, or if you’d prefer to speak with us, you can call our 24/7 claims line on 131 123.

You should only drive your car, motorcycle or scooter if it's in a condition that's safe for you and any passengers. Don't drive your vehicle if:

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

If your vehicle isn't safe to drive (after an incident we cover) and your policy covers towing, call us 24/7 on 132 132 and we'll arrange a tow for you.

To see what's covered by your policy, read the Policy Disclosure Statement (PDS) on our policy booklets page.

Your No Claim Bonus won't be affected if:

• You were in an accident that wasn't your fault, and
• You give us the name and address of the driver who was at-fault.

Your No Claim Bonus might be affected if:

• You were in an accident that was your fault, or
• Your vehicle was damaged by storm or theft.

Your No Claim Bonus won't be affected if you can't be reasonably be expected to provide the other driver's details. (For example, if the damage occurred while your vehicle is parked and you're away from the vehicle.)

Call us on 131 123 to find out exactly how your No Claim Bonus could be affected by your claim. For more information, read the Premium, Excess and Discounts Guides on our policy booklets page.

Important: We're phasing out our No Claim Bonus. If you currently have a No Claim Bonus, it will apply until you next renew.