Rear-end collision · sedan
MotorClaim 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.
Representative imagery
First, at the scene
Before anything else, look after the people involved.
- 01
Check everyone is alright.
If anyone is injured, call 000 immediately.
- 02
Get out of traffic if you safely can.
Hazard lights on. Stay behind a barrier if you're on a motorway.
- 03
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.
- 04
Photograph everything.
Both vehicles, the damage, the position of the cars, the street, the traffic signals and any skid marks. More is better.
- 05
Note any witnesses.
A name and phone number can settle a disputed claim on its own.
- 06
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
You call us or start online
Call 1300 255 588 or complete the online claim form. We'll ask where you are, what happened, whether the car is drivable, and for the other driver's details if you have them. This takes about five minutes.
What we need from you
Your contact details, your registration number, the accident date and location, the other driver's details and any photos.
What we do
Open your claim, give you a reference number, and confirm the next step on the same call.
We arrange the tow and the assessment
If your car isn't drivable, we send a tow truck to you and move it somewhere secure. We then arrange the damage assessment and confirm liability based on the details and evidence available.
What we need from you
Access to the vehicle and the keys. Nothing else.
What we do
Tow, storage, assessment booking, and the liability position explained to you in plain English.
You get a replacement car, your car gets repaired
If you're not at fault, we deliver a like-for-like replacement vehicle to you — home, work, or wherever suits — and your car goes in for repair with Crash Solutions P/L or with a licensed repairer of your choice. You keep the replacement vehicle until your own car is back.
What we need from you
A current driver licence for whoever will be driving the replacement vehicle, and a signed rental agreement.
What we do
Deliver and collect the replacement vehicle, manage the repair booking and keep you posted on progress.
We settle it with the insurers
We lodge and manage the claim with both insurers, deal with the assessors, and where you're not at fault we recover the towing, repair and replacement vehicle costs from the at-fault party's insurer. If liability is disputed, free legal advice is available through our legal partner, EXC Law Pty Ltd.
What we need from you
Nothing, unless the insurer asks a question only you can answer. We'll contact you if that happens.
What we do
Lodgement, follow-up, recovery of costs, and the return of your repaired vehicle with its lifetime workmanship warranty.
*$0 excess — how it works. If your accident was not your fault and you can provide the at-fault driver's details (including their insurer), we recover all costs from the at-fault party's insurer — you pay nothing out of pocket. If you were at fault but your policy gives you the right to choose your own repairer and we carry out the repairs, we will waive your excess or contribute up to $1,000 towards it. Every case is assessed individually before we confirm — call 1300 255 588 and we'll tell you where you stand in minutes. Legal services are provided by our legal partner, EXC Law Pty Ltd. This website is general information only and is not legal advice.
Repairs we manage
What a finished repair looks like
Repairs are carried out by our partner Crash Solutions P/L, or by a licensed repairer you choose, and carry a lifetime workmanship warranty for as long as you own the vehicle.
Side-swipe damage · family SUV
Front-end collision · hatchback
Illustrative examples of typical repairs — not actual customer vehicles. Your repair is quoted and photographed individually.
How long does it take?
Every claim is different, and repair times depend on parts availability, the extent of the damage and how quickly the insurers respond. What we can tell you is that we don't leave you waiting for an answer: you'll have a reference number on the first call, a tow arranged the same day where the vehicle isn't drivable, and a replacement vehicle organised as soon as your eligibility is confirmed. We won't quote you a settlement date we can't control — we'll tell you where your claim is each time it moves.
What it costs you
Where you're not at fault, there's nothing for you to pay up front — no excess, no towing bill, no hire charges to you.* We recover those costs from the at-fault party's insurer. If you were at fault, or fault is shared, we'll set out clearly what applies to your policy and your situation before anything is arranged. You won't be surprised by an invoice.
*$0 excess — how it works. If your accident was not your fault and you can provide the at-fault driver's details (including their insurer), we recover all costs from the at-fault party's insurer — you pay nothing out of pocket. If you were at fault but your policy gives you the right to choose your own repairer and we carry out the repairs, we will waive your excess or contribute up to $1,000 towards it. Every case is assessed individually before we confirm — call 1300 255 588 and we'll tell you where you stand in minutes.
Your next move
Ready when you are
Start your claim online in about five minutes, or call and we'll do it with you on the phone.