Car Insurance — Make a Claim
Our car insurance products are issued by Auto & General. We understand how essential your car is and that you need to get back on the road as soon as possible if it's been stolen or damaged. That's why the friendly, professional claims team at Auto & General do everything they can to settle car insurance claims quickly and without hassle. And if you need any help, the 1300 Insurance team is here too, to guide you through the process and give you any support you need.
I need to make a claim on my car insurance policy. What do I do?
If you need to make a claim on your car insurance simply:
Phone 1300 Insurance (1300 467 872) to lodge your claim, or submit your details and request a callback here.
Please have this information with you when you call:
- Your policy number
- Details of the incident (including the date and time it occurred)
You'll also need to provide the following additional information:
- Location of the incident - if possible the exact street address or any landmarks
- Details of any other party involved (registration plus the full name, address and contact numbers)
- Details of any witnesses
- Details of any police or other emergency services that were involved
- If your vehicle was towed from the scene, the current location of the vehicle and the towing company's details
Please have a pen and paper handy, as we may provide you with some important information that you will need to take note of.
Note: Unless you are the policy holder or a person authorised to act on the policy, we may not be able to discuss the incident with you for privacy and security reasons.
Will I have to pay an excess if I make a claim on my car insurance?
Payment of an excess helps to reduce the number of small claims, so it's one of the ways in which we keep our car insurance policies affordable. You can lower the cost of your Comprehensive or Gold Comprehensive car insurance by choosing a higher excess amount.
We calculate the excess for each claim by adding your basic policy excess and any other excess amounts applicable. Check the Policy Disclosure Statement and your policy document for details of the excesses that apply to your policy.
You won't have to pay any excess if you have been involved in a No Fault Accident with another vehicle and the amount of your claim is more than the basic excess*.
Will I lose my No Claim Discount (NCD) if I make a claim on my car insurance?
Your No Claim Discount (NCD) is a discount on your car insurance premium calculated based on your years of driving experience and your claims record. If you are making a claim for an accident which was your fault you may lose 2 years of your No Claim Discount next time you renew your policy for each claim, which means your premium may be higher.
You will not lose any of your No Claim Discount if you are only making a claim for the glass in your windows, or if the other vehicle in a collision is entirely at fault and the driver is identified to us.
If you have a Rating 1 (maximum) No Claims Discount and have added NCD protection to your policy you can make one claim per 12-month period, or up to 2 claims in 3 years, without affecting your rating. If you have Rating 1 for life your NCD will be unaffected by your claim.
How can I get my car repaired?
If you have taken out our Comprehensive or Gold Comprehensive car insurance then you're covered for repairs to your vehicle if you have an accident.
Like everything else we do, we make it simple and hassle-free to get your car repaired. We'll appoint a claims officer to organise the entire process and get you back on the road as quickly as possible. And we'll spare you the worry and hardship of having to pay up front, too – once your claim has been lodged we'll find a quality repairer to fix your car and we'll pay them direct for their work, so all you have to pay is the excess on your claim.
For more information about getting your car repaired, check out our accident repairs page.
*Conditions apply. See the Product Disclosure Statement for details.