Illustrative example
Rear-end collision · sedan
Sydney accident management
How it works
You've had a crash. Here's exactly what happens next, who does what, and what we need from you at each stage.
First, at the scene
Before anything else, look after the people involved.
Check everyone is alright.
If anyone is injured, call 000 immediately.
Get out of traffic if you safely can.
Hazard lights on. Stay behind a barrier if you're on a motorway.
Swap details.
Name, phone number, address, registration number, and their insurer if they know it. A photo of their licence and rego plate is quicker than writing it down.
Photograph everything.
Both vehicles, the damage, the position of the cars, the street, the traffic signals and any skid marks. More is better.
Note any witnesses.
Independent witness details can be important evidence in a disputed claim.
Call us on 1300 255 588.
Any hour. We'll take it from there.
If the other driver refuses to give details, is unlicensed, or leaves the scene, report it to police and call us — we'll tell you what to do next.
The four steps
- 01
You call us or start online
Call 1300 255 588 or complete the online claim form. Tell us what happened, whether the car is drivable and any other-driver details you have.
- What we need from you
- Your contact details, registration, accident date and location, and available evidence.
- What we do
- Record the information, assess the next step and provide a reference once your claim is submitted.
- 02
We arrange towing and assessment
Where needed, we coordinate towing and a damage assessment, then make a preliminary assessment of liability from the available details and evidence.
- What we need from you
- Access to the vehicle, keys and any further information needed for the assessment.
- What we do
- Coordinate the agreed tow, storage and assessment, and explain the preliminary liability position.
- 03
We coordinate a replacement vehicle and repairs
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. 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.
- What we need from you
- A full, valid licence for each driver and a signed rental agreement.
- What we do
- Coordinate agreed delivery, collection and repair bookings, and update you on progress.
- 04
We follow up with the insurers
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. 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.
- What we need from you
- Further information or instructions when needed to progress your claim.
- What we do
- Lodge documents, follow up progress, seek recoverable costs and coordinate return arrangements. Ask for your repairer's written warranty terms.
*Subject to eligibility, liability, reasonable costs and the rental agreement. See the full cost and eligibility explanation below. 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.
Repairs we manage
What a finished repair looks like
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.
Illustrative example
Side-swipe damage · family SUV
Illustrative example
Front-end collision · hatchback
Every repair is quoted and photographed individually, and your repairer's written warranty terms apply.
How long does it take?
Each claim is different. Repair timing depends on damage, parts, repairer capacity and insurer responses. We coordinate the parties against an agreed timeline and keep you updated; towing, replacement-vehicle and settlement timing must be confirmed for the individual case.
What it costs you
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.
*Subject to eligibility, liability, reasonable costs and the rental agreement. See the full cost and eligibility explanation below.
Ready when you are
Start your claim online in about five minutes, or call and we'll do it with you on the phone.
24/7 accident line
1300 255 588