Car insurance claims process in Australia: a step-by-step guide

A clear, practical walk-through of the car insurance claims process in Australia — what to do at the scene, how the process unfolds with your insurer, and what to expect along the way.

The claims process is the part of car insurance most people only think about when they have to. Understanding the basic shape of it ahead of time tends to make the experience much less stressful when something does go wrong.

If you're new to car insurance generally, the car insurance hub covers the surrounding fundamentals.

What is a car insurance claim?

A claim is your formal request to the insurer to honour the cover under your policy after an event — typically an accident, theft, fire, or weather damage. The insurer assesses what's covered under the PDS, what excess applies, and what they'll pay out.

There are two broad shapes a claim can take in practice. A repair claim covers fixing the damage, often via the insurer's repairer network or your own. A total loss / write-off claim applies when repair is uneconomic, and the insurer pays out the agreed or market value of the car.

Key things to understand

• Report quickly. Most insurers want to be told as soon as practical. Some require notification within a defined window.
• Excess applies. You'll generally pay an excess on each claim — covered in detail on our excess explainer.
• Photos and details matter. Insurers usually want photos of the damage, the scene, the other vehicle, and any visible context.
• Other party identification matters. Whether a not-at-fault claim affects your excess or no-claim bonus often hinges on identifying the other driver.
• Repairs follow assessment. The insurer typically assesses damage before authorising repairs.
• The PDS sets the rules. Including timeframes, exclusions, and complaints processes.

How a typical claim plays out, step by step

1. At the scene — check for injuries, call emergency services if needed, exchange details with other drivers, photograph everything, note witnesses if any.
2. Lodge the claim with your insurer as soon as practical — usually online, by phone, or in-app. You'll be asked for the basic facts and supporting photos.
3. Pay the excess — timing varies by insurer (some collect upfront, others deduct from the settlement).
4. Damage assessment — the insurer arranges for an assessor or authorised repairer to inspect the vehicle.
5. Repair or write-off decision — based on the assessment, the insurer either authorises repair or declares the car a total loss and offers a payout.
6. Repairs or settlement — repairs proceed at the chosen repairer, or the insurer pays the agreed/market value.
7. Claim closure — once works are complete or the settlement is paid, the insurer closes the claim and updates your record.

Common mistakes to avoid during a claim

• Admitting fault at the scene. Stick to facts — fault is for the insurers to determine.
• Skipping photos. Damage and context photos resolve a lot of disputes quickly.
• Forgetting the other driver's details. Even a partial set (registration, vehicle make and model) helps.
• Authorising repairs before the insurer assesses. May affect what the insurer covers.
• Not asking about cover for towing or storage. Some policies include limited cover for these.
• Lodging a small claim that costs your no-claim bonus. Worth modelling first — see our no-claim bonus page.

What affects how a claim plays out

• The policy you have. Comprehensive, third party, and CTP cover different events. The comprehensive and third party pages cover what's typically included.
• Whether you were at fault. Affects excess, no-claim bonus, and recovery options.
• Whether the other driver is identifiable. Determines how some excess and bonus rules apply.
• The repairer. Choice of repairer vs network repairer changes the experience.
• Sum insured method. Agreed value provides certainty at write-off; market value uses an at-the-time valuation.
• Workload at the insurer. Major weather events can produce backlogs.