Whether it’s hail damage, a collision with another vehicle or a run in with a pylon in a car park, there are any number of unexpected events that may result in damage to your car. And these situations are stressful enough, without the added strain of having to navigate a complicated car insurance claims process; especially if there are multiple drivers involved.
That’s why, at Youi, our experienced claims specialists are here to support you through our 5-step claims process designed to help make things easier when it’s time to claim. But it also pays to know how the broader car insurance claim process in Australia typically works.
This guide takes you through everything you need to know about making a claim, from what to do immediately after an accident right through to resolution. Let’s start with the details you’ll need to kickstart the process of making an insurance claim for a car following an incident, such as a crash, collision or theft.
Gather your information
To get the car insurance claim process started, your insurer will need certain details about the incident. The exact information required can vary, but if you’ve been in a car accident and there was another driver involved, you may be asked to provide:1
- Contact details, driver’s licence and car registration for the other driver
- The make, colour and model of the other car involved
- Who their car is insured with.1
Your insurance company might also want to know:1
- Where the accident happened
- A description of what happened and the damage that’s occurred, including any photos you took at the scene
- A police report number if the police attended the accident
- Details of the towing company if one attended
- Contact details of any witnesses to the accident.1
You’ll need to grab some of this information straight after the accident has happened. This can be a stressful time, so you might like to download our car accident checklist to keep handy in your glove box and help you remember what details you need to collect.
Check what you can claim for
Before you lodge a claim, it’s a good idea to check your policy to see what it does and doesn’t cover. For example, if an accident is your fault, Third Party Property Only insurance will only cover damage to the other driver’s car.1
On the other hand, Comprehensive car insurance covers accidental damage to your car too, regardless of whose fault an accident was.2
Check if you have to pay an excess
As part of the car insurance claim process in Australia, you’ll generally have to pay an excess.1 This can apply regardless of whether you’re at fault or not, unless your policy specifies circumstances where the excess can be waived.1
At Youi, when you make a not-at-fault car insurance claim, the payment of any excess is waived if the accident is completely the fault of another driver and you can provide their full name, and two of the following:2
- Phone number
- Address
- Driver’s licence number
- The registration number of the vehicle that was involved in the incident.2
Working out who’s at fault in an accident involving more than one driver isn’t always straightforward. But according to Legal Aid New South Wales, a driver will be considered at fault if their negligence behind the wheel caused the crash.3
Examples of negligence include some of the most common causes of car accidents, such as failing to keep a safe distance behind the car in front, speeding, and drink driving.3
Sometimes more than one driver is at fault in a car accident. Legal Aid New South Wales explains that this is called “contributory negligence”.3
Make a claim
It’s a good idea to contact your insurance provider as soon as possible following a car accident as some policies may have a time limit for making a claim.4
To kick off your car insurance claim, you’ll generally need to fill out a claim form.1
“At Youi, we handle the paperwork for you,” says Marni Jackson, Youi’s Head of Product – Vehicle and Lifestyle. “You just need to contact us with your policy number and details of the incident and we’ll take it from there.”
You can call and speak with one of our experienced Claims Advisors or, submit your claim online or through the Youi app—whichever works best for you.
What happens after you make a claim?
Once you’ve submitted a claim, your insurer will review and assess it. They must contact you within 10 business days of claim lodgement when they might accept your claim, reject it or ask for more information.4
They may also investigate to confirm details about the incident, or contact other drivers involved and any witnesses who saw it happen.1
“At Youi, we make it our business to review all claims fairly and as quickly as possible,” says Jackson.
“We use the same 5-step process for every claim,” she says. “It keeps the claims process simple and transparent so you’ll always know what’s next.”
Youi’s 5-step car insurance claim process
Lodging a car insurance claim with Youi is simple, thanks to our 5-step process. Here’s what you can expect.
Step 1: Lodge
Claims can be lodged over the phone or anytime online. You’ll need your policy number and information about the incident, including what happened, where and when.
Step 2: Assess
We’ll evaluate the damage, outline what happens next, provide regular updates and let you know if your claim is accepted.
Step 3: Action
If your claim’s given the green light, we’ll move forward with arranging repairs, depending on your level of cover. In some circumstances, we may offer you a cash settlement in lieu of having our service provider repair your car.2
Step 4: Track
Keep tabs on your claim with our online tracker so you’re never left wondering what’s happening or what comes next.
Step 5: Resolve
Once repairs are complete and your claim is settled, we’ll close the file. Authorised repairs to your car are backed by our quality guarantee, for as long as you own it.2
Youi aims to provide you with the best service possible, no matter the size of the claim. If you’re not satisfied with our service, we encourage you to reach out to our claims crew who are more than happy to talk through anything you’re unsure about.
What happens if your claim is accepted?
According to the Financial Rights Legal Centre, once an insurer accepts a car insurance claim they can choose to repair the vehicle, pay you what it would cost to have the repairs done, or if the car is a total loss, write it off and pay you the market or agreed value of the car, depending on your policy terms.5
What happens if your claim is rejected?
The process of an insurance claim for a car isn’t always straightforward, and there are several reasons why a claim might not be accepted. If your claim gets declined, your insurer will tell you the reasons for their decision, in writing.
According to Legal Aid New South Wales, your insurance company might refuse your claim if:8
- The loss or damage sustained to your car isn’t covered by your policy
- The policy wasn’t active at the time the accident occurred.
- They believe you’ve acted fraudulently
- You didn’t provide or disclose some key information when you took out your policy8
If you’re unhappy with the decision, Legal Aid Western Australia outlines a few options, starting with making a complaint to your insurer.6
At Youi, if you have a complaint about the decision or handling of your claim, you can get in touch with one of our advisors by phone and they’ll attempt to resolve it with you at the time, or you can complete our online complaint form. If our advisor was unable to resolve your complaint or you’re not satisfied with the outcome, it can be escalated for internal review by our Customer Relations Team and, if the matter remains unresolved, further to Youi’s Internal Dispute Resolution Service.
If you aren’t happy with the outcome of your complaint after review by your insurer, you can contact the Australian Financial Complaints Authority (AFCA),6 which provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints.7
Other things to remember
At Youi, we offer a range of different car insurance options, from Comprehensive car insurance to Third Party Fire & Theft insurance and Third Party Property Only insurance.
Whichever level of cover you choose, it’s important to understand what is covered and your responsibilities in relation to your policy to give yourself the best chance for a successful claim. To fulfil your responsibilities, you must:2
- Check your policy schedule to ensure the information is accurate and up to date
- Notify us of changes, including if you change the location of where your car’s usually parked overnight, what your car’s used for or if your licence gets suspended or disqualified
- Pay your premium
- Provide proof of ownership
- Maintain a valid email address and phone number
- Keep the car in a good and safe condition
- Take reasonable precautions
- Notify us of incidents
- Treat our people with respect.2
It pays to be familiar with your car insurance policy and know what you’re covered for if you have to make a claim. If you’re aware of your level of cover and have all your details on hand, then you’re all set to lodge a claim should you need to.
At Youi, whatever your claim, big or small, our dedicated claims advisors are available to help lodge your claim, or you can lodge your claim online 24/7. And if you’re looking for a new insurance policy or to upgrade your existing Youi policy, check out our range of car insurance options or consider starting a quote today.
Note: The laws of each state and territory vary, and there may be different rules and requirements for people involved in a motor vehicle accident. We recommend that you acquaint yourself with your obligations before travelling. If in doubt – call 000.
1 Source: Moneysmart – Claiming on your car insurance
2 Exclusions, limits and additional fees may apply. See the Car Insurance PDS for full details.
3 Source: Legal Aid New South Wales – Who is responsible?
4 Source: Insurance Council of Australia – Your Guide to Car Insurance Claims
5 Source: Financial Rights Legal Centre – Car Insurance Claim
6 Source: Legal Aid Western Australia – My claim was refused - Car crashes
7 Source: Australian Financial Complaints Authority – About AFCA
8 Source: Legal Aid New South Wales – Insurance
