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.

If you are eligible and liability is accepted or established, we seek recovery of reasonable towing, repair and replacement-vehicle costs from the at-fault party or insurer. Recovery is not guaranteed. We explain your obligations, including what may happen if recovery is unsuccessful, before you sign. For an eligible not-at-fault claim, a $0 excess arrangement may be available. For an at-fault claim, where your policy allows repairer choice and we carry out the repairs, our excess waiver or contribution of up to $1,000 is assessed and confirmed before work begins.

If you are eligible and liability is accepted or established, we seek recovery of reasonable towing, repair and replacement-vehicle costs from the at-fault party or insurer. Recovery is not guaranteed. We explain your obligations, including what may happen if recovery is unsuccessful, before you sign. The rental agreement sets out your responsibilities separately; ask us to explain any charges before signing.

Depending on your insurance policy and how the claim is managed, you may be entitled to choose a licensed repairer. We can coordinate with Crash Solutions P/L or an eligible repairer you nominate and explain any restrictions before booking.

A comparable replacement vehicle suited to your reasonable needs, subject to eligibility and availability. You may keep the replacement vehicle for the reasonable repair or total-loss settlement period, subject to the rental agreement and ongoing eligibility. Contact us before the agreed return date if you need more time; an extension must be agreed.

You may keep the replacement vehicle for the reasonable repair or total-loss settlement period, subject to the rental agreement and ongoing eligibility. Contact us before the agreed return date if you need more time; an extension must be agreed.

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 whether the driver can be identified, liability and your own policy. Recovery may need to be sought from the responsible person directly. A free initial consultation may be available through EXC Law Pty Ltd, subject to eligibility and the firm's engagement terms. Further legal work and fees are governed by the firm's costs disclosure and agreement. This website is general information, not legal advice.

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.

Any lifetime workmanship warranty offered by Crash Solutions P/L is subject to that provider's written terms and exclusions. Ask us for the applicable terms before authorising repairs. A different repairer's warranty is determined by that provider; it is not automatically the same.

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.

A free initial consultation may be available through EXC Law Pty Ltd, subject to eligibility and the firm's engagement terms. Further legal work and fees are governed by the firm's costs disclosure and agreement. This website is general information, not legal advice. The Authority to Act authorises deductions of legal fees from settlement funds; it is not a promise that all legal work is free. Confirm the applicable fees and arrangements with the firm before signing.