A record number of motor vehicle thefts were recorded in the year to June 2025. Here are practical ways to help keep your car secure at home and on the street.
Car Insurance
Lodge your claim
Access to RACV's partner repairer network
Review your car insurance policy to check your level of cover
How to make a car insurance claim
Here is a step-by-step guide to making and managing a car insurance claim if your motor vehicle is damaged in a collision or an unexpected event.
Depending on the type of cover you have, insured events can include a minor car accident, major collision, car theft, vandalism, or an unexpected weather event.
The risk of being involved in a vehicle collision is high. Motor vehicle insurance data from Insurance Manufacturers of Australia (IMA) shows that more than 84,000 claims for the year ending June 2025 were related to vehicle collisions. These included 23,480 claims for damaged whilst driving, 18,959 claims for damaged whilst parked, 15,955 claims for third party failing to give way, 14,336 claims for the third party hitting the insured in the rear, and 11,289 claims for the insured failing to give way.
If your motor vehicle is damaged in a collision or another type of unexpected event, it’s important to know how to make a car insurance claim.
Navigating a car insurance claim with RACV Car Insurance is a structured process that prioritises your safety and the efficient resolution of your claim.
In this guide, we take you through the process of filing and managing a car insurance claim with RACV Car Insurance, to help you have a smoother experience during a challenging time.
In this article
If you can, take photos of any damage at the scene to document the event
How to respond if your car is damaged in a collision
Ensure everyone is safe
In any emergency or incident involving your car, prioritise safety above all else. First check that you, all your passengers, and any other parties involved are safe and unharmed. Call Triple Zero (000) and ask for ambulance if medical assistance is required.
If you're involved in an accident, and it is safe to do so, move your car to the side of the road or another safe location, turn off your car engine and, if possible, turn on your hazard lights.
All RACV Car Insurance policies cover towing to a repairer or a safe place, and this can be arranged by calling 13 19 03.
Never attempt to assess damage or handle the situation in an unsafe environment. If there is major damage to your vehicle or to another vehicle, or if someone is injured, call Triple Zero (000) for help from emergency services.
Exchange information
If another party is involved, you must exchange details. The more details you have, the more accurately you can describe the incident and the damage if you make a claim.
The details you should get from the other parties involved are:
- full name
- residential address
- contact number
- driver’s licence number
- registration number and car model
- insurance details
What do I do if multiple vehicles are involved in an incident?
Take down the details of all vehicles involved in the incident wherever possible.
If there are witnesses, you can also ask them for their names and contact details.
What do I do if I can't confirm another person's details?
In Victoria it is illegal to leave the scene of a vehicle accident without providing your details.
Even if another party is unwilling to provide their details, make a note of their number plate, car make and model, and their description if safe to do so. This can be used to file a police report. Make sure to get witness accounts and details too.
What do I do if the other person isn't insured?
Victoria does not require drivers to take out insurance to cover property damage.
If you're at fault for an incident and are uninsured, the other party's insurer will try to recover the cost of damages from you, and can take you to court to do so. If that driver is also not insured, they can sue you for damages.
If you're not at fault for an incident and are uninsured, you can try to sue the other party for damages or engage in mediation to try and recover the cost of repairs.
Compulsory Third Party (CTP) insurance is included in vehicle registration in Victoria. It allows anyone injured in a transport incident in Victoria to access funds to help pay for treatment.
Record details of the incident
Before starting a car insurance claim with RACV Insurance, make sure you have these details: the time, date, and location of the incident, along with a description of what happened.
Other details that will be useful for your claim include the number plate of the other vehicle/s involved, the other driver's licence number, and any photos that you were able to take of the accident.
You can provide details of any damage and describe how the damage occured when you make your claim online. You can also upload pictures online after your claim is lodged.
If another driver is found to be at fault, you may not have to pay the excess.
How to make a car insurance claim with RACV Insurance
- Lodge your claim
- Manage your claim online
- Pay the insurance excess
- Access RACV's partner repairer network
Lodge your claim
It’s best to lodge a claim as soon as possible. The easiest and quickest way to start your RACV Car Insurance claim is online. You can also make a claim using the RACV App.
If you have questions or you'd rather chat to someone on the phone, you can also call 13 19 03 between 7am and 11pm.
You’ll need:
- your personal information
- your policy number (you can find this on your renewal notice or Certificate of Insurance)
- information about the other driver, including their name, home address and insurer (if they have car insurance)
- details about the cars involved, such as make, model and number plates
- supporting photographs of the damage
- contact details of any witnesses.
RACV Insurance also has interpreter services and hearing impaired services, with information about how to access these services via this link.
Manage your claim online
You can opt to receive updates on your claim progress through email, text message, or both.
The RACV Insurance team may request additional information to support the claim, which can also be provided to them online.
An RACV partner repairer will inspect the vehicle to determine repair costs and, if applicable, provide a quote for any damages or repairs.
Pay the insurance excess
After your claim is assessed, you may have to pay an insurance excess before the claim is finalised, and the repairs can go ahead.
Your current Certificate of Insurance shows the amount and types of excesses that apply to your individual policy.
You will be told who to pay, and can make this payment online. The type of excess you need to pay depends on what your claim relates to and who was driving your vehicle.
All RACV Motor Insurance policies include access to RACV’s extensive partner repairer network
Access to RACV's partner repairer network
If your claim is approved and your vehicle can be repaired, RACV Insurance will manage the repair process on your behalf through one of its 90-plus trusted repair centres.
What are the benefits of using RACV Partner Repairers?
- RACV Partner Repairers use genuine parts (with some exceptions, including radiators and glass).
- Taxi fares to and from any RACV Partner Repairer to drop off and pick up your vehicle.
- The workmanship on all authorised repairs carried out by an RACV Partner Repairer is guaranteed for as long as you're the owner of the vehicle.
If you have selected the Any Repairer Option or hold a RACV Complete Care® Car Insurance policy, you can choose your own repairer. However, if you have chosen to use a licensed repairer of your choice as part of your policy, that repairer must have all the necessary equipment, skills, capabilities, licences and authorisations required by law to complete the repairs to your vehicle.
What happens if your car is written off?
If your car is determined by RACV Insurance to be a total loss, or write off, the outcome will be dependent on your policy.
If you have a RACV Comprehensive Car Insurance policy or RACV Complete Care® Car Insurance policy, you may be paid the agreed or market value of your vehicle (with any premium, excess or unused registration fees deducted), the damaged vehicle will not be returned to you, and your policy will end.
What do I do if my car has been stolen?
If you suspect your car has been stolen you'll need to file a police report before lodging an insurance claim.
Read more: What to do if you car is stolen
Review your car insurance policy to check your level of cover
It is good practice to review your car insurance policy each year, particularly when you receive your renewal notice, to make sure you understand your level of cover.
Check what you can claim for and if there are any exclusions to your cover. If you are unsure, you can easily log into your RACV account online to check your level of cover, the amount of excess you’ve chosen to pay, standard inclusions and any optional extras you may have added.
You can also refer to your Car Insurance Product Disclosure Statement (PDS).
Why choose RACV Car Insurance?
RACV's Complete Care® Car Insurance was awarded the 2025 Mozo Experts Choice for Exceptional Quality Car Insurance. This award takes into account how well the car insurance policy scores on a range of factors, including choice of excess, choice of rental car during repairs, and personal property cover, according to Mozo.
RACV Car Insurance was also received a WeMoney Car Insurance Award in 2025 for Best for Member Benefits. This award, according to WeMoney, recognises the car insurer offering the most extensive member benefits ecosystem beyond standard insurance coverage.
The award is given to the provider with the highest weighted rating across the following categories:
● Multi-policy discount structures
● Member loyalty programs
● Partner network benefits
● Exclusive member services
● Reward point systems
● Lifestyle benefits and perks
The information provided is general advice only. Before making any decisions, please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations. For copies, visit racv.com.au. As distributor, RACV Insurance Services Pty Ltd AFS Licence No. 230039 receives commission for each policy sold or renewed. Product(s) issued by Insurance Manufacturers of Australia Pty Ltd ABN 93 004 208 084 AFS Licence No. 227678.
