How to Lodge a Car Insurance Claim — Step by Step

Stay Safe & Stop the Vehicle

Under NSW Road Rules, you must stop immediately after any collision. Turn on your hazard lights, check for injuries, and move vehicles off the road if it's safe to do so — but don't move them further than necessary.

If anyone is injured, call 000 immediately. Even if the incident seems minor, never leave the scene without exchanging details.

Exchange Details at the Scene

You're legally required to exchange the following with all other drivers involved:

• Full name and home address
• Vehicle registration number
• Driver's licence details
• Insurance company and policy number (if you have it handy)

If the other driver refuses or leaves the scene, note their registration and report it to police. If there's property damage and no owner is present (e.g. a parked car), you must leave your contact details on the vehicle and report to NSW Police within 24 hours.

Document Everything

Before anything gets moved or cleaned up, get your phone out and take photos of:

• All vehicles involved, from multiple angles
• Close-up shots of every area of damage
• The position of vehicles in relation to road markings and intersections
• Any skid marks, debris, or road conditions
• The other driver's licence and registration label
• Any witness details (name + phone number is enough)

Report to Police (If Required)

You must report the accident to NSW Police if:

• Anyone was injured
• The other driver refused to provide details or fled
• A government vehicle, property, or animal was involved
• Your insurer asks for a police event number

For accidents with injuries, call 000. For non-emergency reporting, contact your local police station or report online via the NSW Police website.

Notify Your Insurance Company

Contact your insurer as soon as possible — most policies require prompt notification, even if you're not at fault and even if you're not yet sure whether you'll claim.

Have ready:

• Your policy number
• The other party's details and registration
• The police event number (if applicable)
• Your photos and written account

The insurer will assign a claim number and tell you the next steps. They'll typically organise an assessment — either at a drive-in assessment centre or by referring you to a repairer.

Choose Your Repairer

This is a step many people don't realise they have control over. Depending on your policy type, you may have the right to choose your own repairer — meaning you don't have to go wherever the insurance company sends you.

• Choice of repairer policy: You nominate your preferred repairer and the insurer pays them directly
• Insurer-managed repair: The insurer selects a repairer from their network; you may still be able to request an alternative
• Cash settlement: In some cases you can accept a cash payment and organise the repair yourself

It's worth calling your preferred repairer before agreeing to anything — a reputable shop can often liaise directly with your insurer on your behalf.

The Assessment & Repair Process

Once your claim is approved, here's what typically happens:

• Your vehicle is booked in with the repairer
• The repairer prepares a repair estimate and submits it to your insurer for authorisation
• Once authorised, repairs begin — this can take anywhere from a few days to a few weeks depending on damage severity and parts availability
• If additional damage is found during the repair, a supplementary assessment is submitted before work continues
• On completion, the insurer pays the repairer directly (you pay only your excess)

Pay Your Excess & Pick Up Your Vehicle

When repairs are complete, you'll pay your excess directly to the repairer (or the insurer, depending on their process). Before driving away:

• Inspect the repairs carefully in good light
• Check panel alignment, paint match, and any interior work
• Don't sign off until you're satisfied — raise any concerns on the spot
• Ask about the repair warranty (reputable shops offer at least 2 years on workmanship)