Frequently asked questions

It means another driver caused the accident — for example they hit you from behind, ran a red light, changed lanes into you, or reversed into your car. If someone else is responsible, their insurer is generally liable for your towing, repair and replacement vehicle costs, and that's what we pursue on your behalf.

Where you are not at fault, there is nothing for you to pay up front — no excess and no hire charges to you.* We recover the costs from the at-fault party's insurer. If you were at fault, or fault is shared, we'll explain exactly what applies to your situation before anything goes ahead.

From the at-fault driver's insurer. If another driver damages your car, they're responsible for the cost of putting you back where you were, including a comparable vehicle while yours is off the road. Instead of asking you to pay and then chase reimbursement, we arrange the services and recover the costs from their insurer directly. You sign a rental agreement authorising us to do that, and we go through it with you before you sign.

Yes. In New South Wales you have the right to choose who repairs your vehicle. You can use our partner Crash Solutions P/L or any licensed repairer you prefer, and we'll manage the job either way.

If you're not at fault, we arrange a like-for-like replacement vehicle — similar in size and type to your own — and deliver it to you. You keep it while your car is being repaired. See our vehicle categories for the range we typically supply.

For the duration of your repair, not a fixed number of days. We collect it when your own vehicle is returned to you. If the repair runs longer than expected, that's between us and the insurer — you keep driving.

Where you're not at fault and the costs are recovered from the at-fault party's insurer, you are not claiming on your own policy for those costs. How your insurer treats any individual claim is a matter for them, so we'll always tell you what we're lodging and with whom before we lodge it.

Most policies require you to notify your insurer of an accident even where you're not at fault and not claiming on your policy. We'll help you do that correctly and make sure the notification says what it should. Check your product disclosure statement, or ask us and we'll look at it with you.

Call us. Options depend on the circumstances — whether the vehicle can be identified, whether police attended, and what your own policy covers. Our legal partner EXC Law Pty Ltd can advise you on where you stand, at no cost to you.* Don't assume nothing can be done.

We answer the phone 24 hours a day, seven days a week, and we arrange towing across the Greater Sydney Area. Call 1300 255 588 as soon as everyone is safe and out of traffic, and we'll organise the tow from there.

Repair workmanship is warranted for as long as you own the vehicle. If something related to the repair fails, bring it back and it will be put right. The warranty covers the quality of the work performed, not later damage, fair wear and tear, or unrelated mechanical faults.

No. We're a door-to-door service across the Greater Sydney Area. We collect your car, deliver your replacement vehicle and handle the paperwork electronically. You can start a claim online or over the phone in about five minutes.

The initial legal advice from our legal partner, EXC Law Pty Ltd — for example when liability is disputed or you're unsure of your position — is free.* That's separate from EXC Law taking further legal action or recovering funds on your behalf: if your case reaches that stage, the Authority to Act you sign as part of your claim authorises EXC Law to deduct its legal fees from the settlement amount, rather than billing you directly. We haven't published a fixed fee schedule here, so ask us to confirm what would apply to your case before you sign anything.