Lodging the claim is only the first step. After that your insurer has to come back to you, the damage has to be assessed and costed, and the repair only starts once someone authorises it. Here is how motor vehicle claims usually run for drivers around Parramatta, what you are responsible for at each stage, and what to do if the claim stalls.
The claim process, step by step
Every insurer words things a little differently, but the order is much the same whoever you are with.
- Get the details at the scene. Names, addresses, phone numbers, registration numbers and insurer details for every driver involved, plus photos of the damage, where the cars ended up and the street itself. If anyone is injured or a car cannot be driven safely, call the police.
- Lodge the claim. Most insurers take claims online or by phone. Have your policy number, the date, time and place, a description of what happened, the other driver’s details and your photos ready. Write down the claim number you are given.
- Wait for the insurer to respond. They may accept the claim, ask for more information, or decline it. ASIC’s Moneysmart says your insurer should contact you within 10 business days of receiving your claim.
- Book the car in for an estimate. Bring it to the workshop, or send photos if it is still driveable and you want a rough idea first. The repairer prepares a detailed estimate of parts, labour and paint.
- Assessment. The insurer’s assessor reviews the estimate, either in person or from photos and the written breakdown, and agrees what will be repaired and what will be replaced.
- Authorisation. Work begins once the insurer authorises the repair. This is also usually the point at which your excess becomes payable.
- Repair, paint and quality check. If hidden damage turns up once panels come off, the repairer goes back to the assessor for a supplementary approval before that extra work is done.
- Collection. You check the car over, settle any excess still owing and take it home.
Who chooses the repairer
This is the part drivers most often get wrong. Some comprehensive policies include choice of repairer, which means you nominate the workshop. Others send you to a repairer from the insurer’s own network. Neither is unusual, but it is worth knowing which one you have before you agree to anything. Check your policy wording or ask your insurer directly.
Whoever does the work, the repairer has to be licensed. The NSW Government’s guidance on vehicle repairs and maintenance is clear that repairers must hold a licence and use certified tradespeople for any work affecting a vehicle’s safety or performance, and that you should always get the estimate in writing.
We have been repairing cars at 11 Bourke St, North Parramatta since 2005. We are a CGU preferred smash repairer and we regularly carry out repairs for AAMI, Allianz, APIA, Budget Direct, GIO, NRMA, QBE, Suncorp, Youi and other insurers, so we deal with assessors and insurance claims every day.
Your excess
The excess is the amount you contribute when you claim. Moneysmart explains that you generally pay it whether or not the accident was your fault, although some policies waive it in limited circumstances. Policies also stack different excesses — a basic excess, plus age or inexperienced driver excesses — so the figure on your renewal notice is not always the figure you end up paying.
If the accident was not your fault, there is no excess for you to pay and we arrange a replacement car. Our guide to handling a not-at-fault claim goes through that route in more detail.
Who is responsible for what
| What they handle | |
|---|---|
| You | Lodging the claim, giving accurate details, paying the excess where one applies, and authorising anything the insurer will not cover |
| Your insurer | Accepting or declining the claim, assessing the damage, approving the repair method and paying the agreed cost |
| The repairer | Preparing the estimate, carrying out the approved repair to the correct standard, and going back to the assessor if hidden damage is found |
What the assessor is actually looking at
An assessment is not just a glance at the dent. The assessor is deciding whether a panel can be repaired or has to be replaced, whether the damage is cosmetic or has reached structural components behind the panel, which parts are needed, and how much paint work is involved.
That decision drives the method. Shallow dents where the paint is intact can often be pushed out with paintless dent removal, which we do in-house and which keeps the factory paint. Creased or torn metal, or damage where the paint has cracked, goes to panel beating and then through the booth for spray painting and colour matching.
Getting the car to us
If the car is not safe to drive, do not drive it. We can arrange towing through our towing partner, Protilt Towing, and we can arrange a replacement car so you are not stuck without transport while the claim is being sorted out. We look after drivers across Parramatta, North Parramatta, Westmead, Northmead, North Rocks, Carlingford and Baulkham Hills.
If the claim stalls or you disagree
Claims do sometimes get stuck, and there is a proper path for that. If the problem is with your insurer — a delay, a decision you think is wrong, the way the claim has been handled — start with the insurer’s internal dispute resolution team. If you are still unhappy after that, you can take it to the Australian Financial Complaints Authority, which is free for consumers.
If the disagreement is about the repair itself rather than the insurer, NSW Fair Trading can investigate a complaint about the fair cost of a repair, and paying the bill does not stop you from lodging that dispute afterwards. Keep your written estimate, and remember that a repairer must only carry out work you have authorised.
Our standards are not just our own word for it either. We are recognised by the Insurance Council of Australia and we follow the Motor Traders’ Association of NSW safety frameworks, and we back our work with a lifetime guarantee on workmanship for as long as you own the vehicle. Paint and replacement parts are covered by their own manufacturer warranties.
Motor vehicle claim FAQs
How long does my insurer have to get back to me?
Moneysmart says your insurer should contact you within 10 business days of receiving your claim, to accept it, decline it or ask for more information.
Can I choose my own repairer?
It depends on your policy. Some include choice of repairer, others direct you to the insurer’s network. Check your policy wording or ask your insurer before the car is booked in anywhere.
What happens if more damage is found during the repair?
The repairer stops, documents it and goes back to the assessor for a supplementary approval. The extra work is not carried out until it is authorised.
Do I have to pay the excess if the accident was not my fault?
On a not-at-fault claim handled through us there is no excess for you to pay, and we arrange a replacement car. If you are claiming another way, check with your insurer, because excess arrangements vary between policies.
Making a claim on your car?
Send us a few photos for a free estimate, or call the team on (02) 9630 4699 and we will talk you through what your insurer will need. We are at 11 Bourke St, North Parramatta, open Monday to Friday 7am–3pm and Saturday 8–11am.