What happens to my car if my claim is a total loss?

Agreed value is an amount of cover that you choose for your car (from a range we give you). The agreed value includes:

• Any modifications, options or accessories that are attached to your vehicle
• GST
• Registration and any CTP Insurance
• Other on-road costs.

When making any decisions about your policy, you should read the Product Disclosure Statement (PDS) on our policy booklets page.

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.

The amount that your car is insured for includes all on-road costs, which means that when we pay you we remove these costs from your settlement amount.

You can apply to Service NSW and your CTP insurer for refunds of these costs.

Any CTP refunds have to happen after the car registration is cancelled.

Market value means the value of your car just before an incident (like if your car's stolen or damaged in a fire). It's the maximum amount we'll pay when you make a claim (if you have a market value policy).

We work out the market value when you make a claim. We use things like local market prices, your car's age, its condition, and any modifications or accessories.

This is different to agreed value, which is where you choose the amount to insure your car for (from a range we give you).