I’ve Had an Incident
Making a Claim
My Claim Has Been Approved

I’ve Had an Incident

Let’s Get All the Right Information

If you’ve been involved in an incident, it’s important to collect as much information as you can.

To help make your claims process smoother, some information that can help includes:

the date, time and location of the incident

if there was another driver involved, their name, address, vehicle registration, their insurance details, and the damage to their property

any damage to your property

the names and contact details of any witnesses

the details of any tow-truck company used

if applicable, a police report number.

Once you’ve gathered all the information you possibly can, it’s time to let us know, and make your claim.

It can also be helpful to check out your Product Disclosure Statement (PDS) to find out what you are covered for.

Making a Claim

How can I make my claim?


Our online systems will ask you some questions about your incident, so you can lodge your claim online in your own time.

By Contacting Us

A member of our team can digitally guide you through the process, and ask all the questions you’ll need to cover as a part of the claim.

What is the process for making a claim?

Claims can be tricky if you’ve never made one before, so we’ve put together a guide on the process:

We want to process as many claims as possible without needing to follow up. That’s why we’ll ask some questions about what happened, who was involved, and the relevant contact details.

If your car needs repairs, you’ll have the option through the claim process to book a date and time with a repairer. This will help smooth out the process once your claim is approved.

Once your claim comes through to us, we'll send you an SMS confirming that we have received it.

Once you’ve lodged your claim, you can pay your excess by credit or debit card. We’ll SMS you once we receive payment, so you know it all went smoothly.

It usually takes us about 2 business days to review your claim, after which we’ll get back to you with a decision.

Sometimes, we’ll need a few extra details regarding what happened. If we do, we’ll contact you as soon as possible to ask the additional questions.

Once the decision has been made to accept your claim, we’ll be in touch to let you know of the next steps.

Claims FAQs

Most of the time, yes. However, some cases might be difficult to chat about online. If that’s the case, we’ll give you the option to discuss it over the phone.

You’ll usually receive an SMS confirmation immediately after your claim has been received on our end. After this, we’ll get back to you within 2 business days, to either let you know our decision on your claim or ask for more information.

This will vary from case to case. When you lodge your claim, we'll book in a repair time with you, so at least you’ll know when your car will go in. From there, the repairer will give you an idea of how long the repairs should take.

If you’d ever like an update, you can contact us online.

My Claim Has Been Approved

Good news! There’s not much left for you to do.

Because of the information we took and the booking we made during your claim lodgement process, you’re well on your way to being back on the road. However, if you do have any enquiries about your claim or repairs, you can contact us for more information.

Post-Claim FAQs

If you haven’t already paid your excess, you can do so in our online Policy Manager. If you’ve paid but you’re not sure if we received it, check to see if you received our confirmation SMS.

If you’re still not sure, you can contact a friendly member of our team to find out.

During the lodgment of your claim, we would have booked a date and time for any repairs to start. You can see these details using our online Policy Manager.

If you need to change your repair booking, that’s no worries at all. You can edit or update your booking through our online Policy Manager.

Our friendly team can help with most inquiries about your claim. If you need any more information about your claim, you can chat to our team online for more information.

Need help with anything else?

For more information or simply a helping hand, you can login to our online Policy Manager, or contact us online.