S
At the scene
What to do immediately after an accident
The real issue
What you do in the first 10 minutes after an accident shapes every decision that follows. Evidence gathered at the scene — photos, witness details, dash cam footage — is often the difference between a straightforward claim and a disputed one where it's your word against theirs. Adrenaline makes this easy to skip. Don't.
| Action | Detail |
|---|---|
| Safety first | Move to a safe position if possible. Hazard lights on. If anyone is injured, call 000 (AU) immediately. |
| Photograph everything — before moving vehicles | Wide shots showing both vehicles' positions, close-ups of all damage on both vehicles, road markings, skid marks, traffic signals, weather conditions. More photos are always better. |
| Exchange details | Full name, address, phone number, licence number, registration plate, insurer name, and policy number from every driver involved. Do not rely on the other driver to contact you later. |
| Witness details | Name and phone number of any bystander who saw what happened. A neutral witness can resolve a disputed liability claim. |
| Dash cam footage | If you have a dash cam, note the timestamp and preserve the footage before it's overwritten. Save the card or back up to your phone. |
| Do not admit fault | Do not say "I'm sorry" or "it was my fault" at the scene — even if you think it was. Liability assessment is your insurer's job. Admissions at the scene can be used against your claim. |
C
Making the claim
Lodging the claim — what insurers ask and how excess works
| Item | Detail |
|---|---|
| Notify within 24 hours | Most policies require prompt notification. Call your insurer or lodge online as soon as practicable — even if you're not sure whether the damage warrants a claim. You can decide later; late notification cannot be undone. |
| Basic excess | The fixed amount you pay toward the repair cost regardless of fault. Shown on your certificate of insurance. If the other driver is clearly at fault and you have their details, your insurer may pursue recovery from theirs — and refund your excess when successful. |
| Age/inexperienced driver excess | Additional excess applied if the driver was under 25 or unlisted. Check your policy carefully — an unlisted regular driver can add $1,000–$2,000 to your out-of-pocket cost. |
| Choice of repairer | Some policies let you choose your own repairer; others direct you to the insurer's network. "Choice of repairer" policies cost slightly more but give you control over repair quality. If directed to an insurer repairer, you can request a second opinion on the scope of works. |
| Hire car entitlement | Check your policy — many comprehensive policies include a hire car while your vehicle is being repaired. This must be arranged through the insurer, not independently, to be covered. |
T
Total loss
When the insurer writes off your car — how the payout is calculated
A vehicle is declared a total loss when repair costs exceed a threshold — typically 70–80% of the vehicle's assessed market value. The insurer then pays you the agreed or market value, less your excess.
| Policy type | How payout is determined |
|---|---|
| Agreed value | The insured value is fixed at policy inception — shown on your certificate. Payout is that amount regardless of current market. Costs more in premiums but removes payout uncertainty. |
| Market value | Insurer assesses the vehicle's current market value at the time of the claim — typically using industry guides (Glass's, Redbook) and comparable listings. This can be significantly lower than what you paid or what you expect. |
If you disagree with the market value assessment: Research comparable vehicles currently listed for sale — same make, model, year, variant, and similar kilometres — on carsales.com.au. Present this evidence to the insurer as part of a formal review. Insurers are required to use a fair methodology and are generally willing to revise if you provide credible comparable market data.
D
Disputes
If your claim is rejected or underpaid — escalation process
| Step | Action |
|---|---|
| 1. Request reasons in writing | Ask the insurer to provide the specific reason for rejection or the methodology used for the payout in writing. Oral explanations are not sufficient for a formal dispute. |
| 2. Internal dispute resolution (IDR) | Submit a formal complaint to the insurer's Internal Dispute Resolution team (not the claims team). All insurers are required to have an IDR process. They must respond within 30 days. |
| 3. AFCA (Australian Financial Complaints Authority) | If IDR fails or you're unsatisfied, lodge with AFCA at afca.org.au · 1800 931 678. Free, independent, binding on insurers up to $1,085,000 for general insurance claims. AFCA regularly finds in favour of consumers on total loss valuation disputes. |
Common claim rejection grounds — and how to challenge them: "Vehicle not roadworthy" (challenge: was the un-roadworthy aspect causally related to the incident?), "Driver not listed" (check whether the policy extends to drivers with permission), "Incident not reported promptly" (challenge: was the insurer actually prejudiced by the delay?). AFCA assesses whether rejections are consistent with the policy terms and fair dealing obligations.