Being hit by another driver is stressful enough without the paperwork. If the accident wasn’t your fault, you usually shouldn’t be out of pocket, and in most cases you get a say in who repairs your car. Here’s what to do, step by step.
At the scene
- Check everyone is safe. Call 000 if anyone is hurt or the road is blocked.
- Swap details. Get the other driver’s name, phone number, address, registration and the name of their insurer.
- Take photos. Photograph every vehicle involved, the other car’s number plate, the scene and any road markings or signs.
- Talk to witnesses. Note down names and phone numbers of anyone who saw what happened.
- Don’t admit fault or sign anything at the scene. Stick to swapping details.
If the other driver won’t give you their details, or you think they’ve been drinking or taking drugs, call the Police Assistance Line on 131 444 (or 000 in an emergency).
Call us before you lodge a claim
Give us a call or send a few photos first. We’ll look at the damage, give you a repair quote and talk you through your two options.
Option 1: Claim through your own insurer
This is often the quickest route if you have comprehensive cover. When you can give your insurer the other driver’s details and you’re not at fault, most insurers waive your excess. Check your policy (the PDS) for “choice of repairer” to see whether you can nominate us.
Option 2: Claim against the at-fault driver’s insurer
This works well if you only have third-party cover or no insurance at all. You claim directly against the other driver’s insurer, you can usually nominate your own repairer, and you may be entitled to a replacement car while yours is off the road.
Not sure which way to claim?
Call us and we’ll explain your options in plain English. There’s no charge for the advice or the quote.
Why your choice of repairer matters
Many insurers steer claims to their own preferred repair networks to keep their costs down. That isn’t always bad, but it’s worth asking questions: will the car be repaired to the manufacturer’s specifications, and will genuine parts be used? The answers affect your car’s safety and its resale value.
How we help with not-at-fault claims
- We deal with the insurers for you, including NRMA, AAMI and GIO.
- We can arrange an accident replacement car so you stay on the road.
- We can arrange towing if your car can’t be driven.
- We repair to the manufacturer’s specifications and keep you updated along the way.
- Every repair carries our lifetime guarantee on workmanship.
Read more on our not-at-fault accident repairs and insurance claims pages, or see some of our recent repairs.