Had a car accident that wasn’t your fault?

Navigating the claims process after a car accident can feel overwhelming, especially if it there was severe damage and you’re still in shock. Here, we outline what a not-at-fault accident is, how fault can be determined, and what you'll need to start the claim process.

After an accident occurs (and you’re safely off the road), you’ll need to collect information from the other driver. This includes their name, vehicle registration number and address. Bystanders may also be able to provide a witness account of what they saw, or dashcam footage, so it’s helpful to collect their details too.

Then, you’ll need to take note of the scene, including where the vehicles are damaged, the extent of the damage, where the incident occurred, and the conditions at the time (for example, if it was raining or if there was a pothole or hazard on the road). If you have a smart phone, it can be helpful to capture these details by taking photos of the scene.

In some situations, it is relatively clear who is at fault (i.e. who caused the incident). For example, if someone rear-ends your car because they were texting on their phone, they’ll generally be deemed to be at fault. 

In other circumstances, who is at fault is less obvious, because both drivers may have been in the wrong. For example, a situation where a driver has slammed on their brakes, resulting in another car rear-ending them, may not be so simple. Perhaps not enough room was left between the cars. Perhaps the car in front intentionally slammed their breaks on to cause the accident. This is why insurance companies look at a variety of factors and information in order to make their assessment.

In order for an insurance company to work out who’s at fault, they’ll consider things like laws, bylaws and rules that apply to the claim. Depending on the scenario, they may also ask for extra information to help make an assessment; including witness statements, photographs of the damage, dashcam footage or a police report. 

You should start your claim as soon as possible. Making a claim can usually be done online or over the phone, and you’ll generally need to provide the following information:

• the information you collected at the scene of the accident

• the make, model and registration number of your car, and any other cars involved 

• names and details of witnesses and what they saw. 

Then, the insurance company will review your claim. They’ll get in touch if they need more information and will deal with the other parties that were involved. Your insurance company will keep you informed about the progress of your claim so you know where things are at.

Do you have a car insurance policy with NRMA Insurance and need help starting a claim? Head to our Car insurance claims page for a step-by-step guide on what to do.