Take the fuss out of your road accident claim

Involved in an accident recently? Here's your comprehensive guide to our seamless car accident claim process with RACV Motor Insurance*.

  • What to do at the accident scene

    1. Get safe. Make sure you are safely off the road and ring 000 in case of injury or hazard.
    2. Get details. Note down the details of the other drivers involved and take photos of the accident.
    3. Get a tow. Call us now on 13 19 03 if you need a tow.

    Once you and those around you are safe, you can start your claim online or over the phone.

  • Should I claim?

    Need help deciding whether to claim? We've now made it even easier for you to make an informed decision on whether to initiate your car insurance claim process.

    Speak with us over the phone or via web chat and we can help answer any questions you may have. By answering a few questions, we'll tell you if an excess is payable and how making a claim may impact your premium.

What to do at the accident scene

What information do I need to collect?

  • Details of any drivers involved in the accident including their name, address, phone number and driver’s licence number.
  • The make, model and number plate of any vehicles involved in the accident.
  • If anyone witnessed the accident, ask for their contact details.

We'll deal with all the people involved in the accident on your behalf, so you don’t have to worry about it. You can start your claim now and add more information later if you don’t have all the details yet. If you need help during the process, our claims team can answer any questions you may have on web chat.

What's the best way to document the damage?

  • Take pictures of the incident if you can. Photos of damaged vehicles, a record of number plates and the other drivers’ licences, and indicating the accurate location of the accident will be useful for your claim. You can upload all these details after you have lodged your claim online.

You can provide a description of how it happened and provide any details of the damage when you make a claim online.

Should I drive my car?

You should only continue to drive your car if it's in a condition that's safe for you and any other passengers. We don’t advise you to drive your car if:

  • The brakes or lights aren't functioning
  • Getting in or out of the car is difficult
  • Damaged bodywork could interfere with driving or cause injury
  • You see signs of engine damage or leaking fluids

Call us for a tow 24/7 if your car isn’t safe to drive.

Should I call the police?

Call an ambulance first on 000 if you or anyone else is injured.

You should call the police if:

  • You don’t feel safe
  • The accident is creating a traffic hazard
  • You believe that drugs or alcohol could be involved in the incident

Should I claim?

Am I covered?

The easiest way to find out whether you're covered is to start a claim online.

Based on your incident type and policy, we'll confirm what's included in your cover. We'll also explain your options to get your car repaired and a hire car.

You can also find full details on policy coverage in the Product Disclosure Statement (PDS)

There's dispute over who caused the accident. What should I do?

If you're unsure who caused the accident or there's a dispute over which driver was at-fault, we'll use all the information you provide us along with our knowledge of the road rules to decide. We may ask you and the other party to provide statements, diagrams or photos to help us make that decision.

If you’re found to be at-fault for an accident, you will need to pay the excess.

If we agree that the accident wasn't the fault of you or the driver of your car, and you can provide the name and residential address of the driver that we agree is at-fault, then you may not need to pay the excess.

The damage to my car is minor, should I even make a claim?

If the cost of repairs to your car is less than the excess payable, you may choose not to make a claim. The easiest way to confirm the cost of repairs is to start a claim and we'll get one of our Partner Repairers to inspect the damage. We'll also confirm whether making a claim will impact any future premiums.

Do I need to pay an excess?

An excess is payable for the majority of claims unless there's another person that we can recover the costs from i.e. the driver of the other car who caused the accident.

You'll need to pay an excess if:

  • You or your driver were the at-fault driver in an accident
  • The accident wasn't your fault but you don't have the details of the at-fault driver
  • Your car was damaged by an event e.g. hail during a storm

Simply start a claim online and we'll confirm if an excess is payable.

Start a claim

What details do I need to give for my claim?

The most important information to obtain from the incident is the name and residential address of any drivers involved in the accident, it's also helpful to get their phone number and licence details.

This ensures that you don't need to pay an excess if the accident wasn't your fault. It also means we can deal directly with all the people involved on your behalf, saving you time, hassle and stress.

If possible, it also helps to get the make, model and number plate of any cars involved, plus the contact details of anyone who witnessed the accident.

What if I don't have the details of the other driver?

  • If the damage to your car was caused by another driver we need their name and residential address to allow us to recover the cost of your repairs. We'll attempt to contact the other driver using any information that you can provide
  • Often there are times when we can't contact the other driver, for example, a hit and run type incident. In this scenario, you'll be required to pay the excess towards the cost of your repairs
  • If you don't have all their details right now, you can add them at a later date if you're able to obtain them

What happens next?

  • We’ll always get you to take your car for an inspection if there’s damage. Once that’s complete and we have agreed on the repairs you can deal directly with the repairer to get your repairs booked in at a time convenient to you. If you're looking for a specific repairer our webchat consultants are on hand to assist
  • We’ll usually get you to pay your excess direct to the repairer when you collect your car. But if the damaged was caused by another person that we can recover the costs from you won’t be required to pay an excess
  • If after the inspection you decide that the cost of the damage is less than the excess and it’s not worth going ahead with the claim you can cancel the claim.

Do I get a hire car?

If your car has been stolen, we will provide a hire car for up to 21 days with our Comprehensive policies. If we agree you are not at fault and you can identify the at fault party, we may be able to arrange a hire car at no cost to you. For any other types of incidents, if you have hire car cover included in your policy, one will be organised for you on the day you drop your car at one of our Partner Repairers (or before if your car cannot be driven). To check whether you have hire car cover included in your policy, log into your My Membership Online account. If you don't have hire car cover we can arrange one for you at a discounted rate.

Follow up an existing claim

Who does the repairs?

  • By choosing from our Partner Repair network we can get you back on the road sooner. Any repairs carried out by one of our Partner Repairers come with a lifetime guarantee on workmanship for as long as you are the owner of the car.
  • You'll need to attend a 20 minute inspection at our Partner Repairer, where they'll inspect the damage and book your car in for repairs at a time that suits you.
  • Our repairer will keep you updated on the repairs but we're here to help if you need us.
  • You may choose a repairer outside of our network if you have added the 'Any Repairer' option, although you may need to manage the repair process yourself.

What if my car can't be repaired?

If there's considerable damage to your car or the repairs cost more than its value, your car may be written off (also known as a 'total loss'). If this happens:

  • We'll pay you your car's agreed or market value minus an excess if required, and on road costs (such as unused registration)
  • Your policy will end and there will be no refund or transfer of your premium. If you pay monthly, we'll deduct any unpaid amounts from your settlement. If there's secured finance on your car, we'll pay the outstanding loan to the credit provider, and the remaining balance to you
  • We keep your damaged car

The amount we pay you and deductions that apply will be different based on the level of cover you chose.

We understand that a total loss claim can be unexpected. We'll explain the next steps in detail if we settle your claim this way.

What if I'm not happy with the repairs?

We recommend you first speak with the repairer about your concerns. If you're still unhappy, please contact us and we'll discuss the next steps.

For repairs that we've authorised, we offer a lifetime guarantee on workmanship for as long as you are the owner of the car.

Do I get a hire car?

If you are involved in a 'not at fault' collision and can give us the name and address of the other driver, or you have the hire car option added to your policy, RACV Comprehensive car insurance provides a hire car up to $60 for up to 14 days. Running costs and additional hire costs are not included.

RACV Complete Care® car insurance includes a hire car up to $100 for unlimited days until your claim is finalised. Running costs and additional hire costs are not included.

To check whether you have hire car cover included in your policy, log into your My Membership Online account.

Involved in an accident that wasn't your fault?

If you’ve been involved in an accident that wasn’t your fault, we might be able to provide you with a free hire car after. 

RACV Complete Care® and Comprehensive Motor Insurance policies provide hire car benefits to keep you on the road while an RACV Partner Repairer works on your vehicle at no cost to you.

Not at fault accident: Choose the situation that describes you best

 

Provided your car (excludes motorcycles) is insured with either an RACV Complete Care® or RACV Comprehensive Motor Insurance policy, we agree you weren't the at fault driver in an accident with another vehicle, and you can provide us the name and address of the driver who was at fault, then:

  • We'll arrange a hire car if you need one. You must not arrange your own hire car under any circumstances unless you obtain our prior written consent by contacting us on 13 19 03. If you do, then we may decide not to pay for the hire car.
  • We can manage all the repairs for you in our Partner Repairer network.
  • You might not need to pay an excess.
  • Once you’ve submitted a claim, we’ll work with you to manage your claim.
  • To find out more about claiming, please call 13 19 03 or visit our Car Insurance claims page.

What if I don't have the contact details of the at fault driver?

In this scenario, if you do not have RACV Complete Care® Motor Insurance or the hire car option as part of your RACV Comprehensive Motor Insurance policy you will not be eligible for a free hire car.

If you already have RACV Complete Care® or the hire car option on your RACV Comprehensive Motor policy, we’ll organise a hire car for you in line with your policy coverage below:

RACV Complete Care® Motor Insurance limits/conditions:

  • Up to $100/day, unlimited days (until your vehicle is repaired or until we settle your claim if your vehicle is a total loss – whichever is the shortest period of time)

RACV Comprehensive Motor Insurance with the Hire Car Option limits/conditions:

  • Up to $60/day up to maximum of 14 days or until your vehicle is repaired or until we pay your claim if your vehicle is a total loss, whichever is the shortest period of time.

You can either get in contact with us or start a claim to confirm your policy’s hire car coverage.

You must not arrange your own hire car under any circumstances unless you obtain our prior written consent by contacting us on 13 19 03. If you do, then we may decide not to pay for the hire car.

I have the hire car option on my policy. How is this different?

With RACV Complete Care® Motor Insurance or the hire car option on your RACV Comprehensive Motor Insurance policy, we provide you with a hire car regardless of who was at fault in any incident we cover. This includes incidents, such as hail damage and collision with an animal, or where there's no other party involved.

The not at fault hire car cover is available to RACV Complete Care® or Comprehensive Motor Insurance policy holders, whether they have the hire car policy option or not. We offer this when you're not at fault in a collision with another vehicle and you can provide us with the at fault driver's name and residential address.

Am I eligible for a hire car with a Third Party policy?

This benefit only applies to members with an RACV Complete Care® or Comprehensive Motor Insurance policy.

You can still make a claim on the at fault driver’s vehicle insurance and ask the insurer if they can provide you with a hire car.

What type of car will I get?

We’ll do our best to arrange a car that meets your needs. Please discuss your requirements with us and we’ll try our best to accommodate them.

How long can I keep the replacement hire car?

Under the not at fault hire car cover, we’ll organise a hire car for you, for the duration of your car’s repairs or until we settle your claim.

RACV Complete Care® Motor Insurance limits/conditions:

  • Up to $100/day, unlimited days (until your car is repaired or until we settle your claim if your vehicle is a total loss – whichever is the shortest period of time)

RACV Comprehensive Motor Insurance with Hire Car Option limits/conditions:

  • Up to $60/day up to maximum of 14 days or until your vehicle is repaired or until we pay your claim if your vehicle is a total loss, whichever is the shortest period of time.

You must not arrange your own hire car under any circumstances unless you obtain our prior written consent by contacting us on 13 19 03. If you do, then we may decide not to pay for the hire car.

 

Provided you were in an accident with a vehicle that's insured by RACV and you weren't at fault, then:

  • We may be able to provide you a hire car for the duration of your car's repairs.
  • We can organise the smash repairs for you in our Partner Repairer network.

Simply give us a call on 1300 763 324 and we'll do the rest for you.

 

What are the benefits of using an RACV Partner Repairer?

Our trusted RACV Partner Repairers have the skills and technology to deliver the highest quality of repair and the workmanship of all authorised work they undertake is guaranteed for as long as you are the owner of your vehicle.

  • We’ll help you choose the RACV Partner Repairer most convenient for you - there are over 90 locations across Victoria - on average, driveable cars will be repaired in less than a week of going in for repairs.
  • RACV will also cover your taxi ride from and to an RACV Partner Repairer (up to $80 each way) to make is easy for you to drop off your vehicle and pick it up, and you may also be able to access our exclusive hire car rates - from $34 a day - to keep you moving while your car is being repaired.
  • RACV Partner Repairers are backed by a quality framework and we are the only insurer to publish annual reports on our repair standards.

We have established our RACV Partner Repairers on the basis of what’s best for our members, who ultimately benefit not only through quality and convenience – but more affordable premiums.

What type of car will I get?

We’ll do our best to arrange a car that meets your needs. Please discuss your requirements with us and we’ll try our best to accommodate them.

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* RACV Motor Insurance is issued by Insurance Manufacturers of Australia Pty Limited ABN 93 004 208 084 AFS Licence No. 227678. The information on this website is general advice only so before making any decisions, please consider your own circumstances and the Product Disclosure Statement.