Make sure you and your car are safely off the road, then call 000 if there’s an injury or hazard.
Ask for the other driver’s name, address, phone and licence number. Take accident photos if you can.
If your vehicle isn’t safe to move, call 132 132. We may be able to arrange a tow for you.
The more information you can get, the better. You should try and collect:
Don't worry, we'll deal with all the people involved (in an accident we cover) on your behalf.
You’ll also need a police incident report if anyone is injured during an accident, or your claim is for theft, attempted theft or a malicious act.
Even if you don't have all the details, you can still start your claim and add more information later.
Sometimes damage ends up costing less than paying the excess. The best way to have your claim assessed (at no cost) is to call us on 131 123 anytime, 24/7. We can help you find a repairer most convenient to you to assess the damage. If you don’t want to continue, you can always cancel the claim without having to pay any excess.
Take photos of the accident if you can. Pictures of damaged vehicles, location of the incident, number plates and the other driver’s licence will all be useful for your claim. You can provide details of any damage and describe how it happened when you make your claim online. You can also upload pictures online after your claim is lodged.
You should only drive your car if it's in a condition that's safe for you and your passengers. Don't drive your car if:
If your vehicle isn’t safe to move, call 132 132. We may be able to arrange a tow for you.
To see what's covered by your policy, read the Policy Disclosure Statement (PDS) on our policy booklets page.
There's no time limit for making a claim, but it's a good idea to get in touch as soon as possible.
The sooner you tell us about your claim, the sooner we can get to work on it for you.
Get the full name, address, phone and licence details of every driver involved.
Get the make, model, licence plate and insurer of every vehicle involved.
Get the name and phone number of everyone who saw the accident take place.
Don’t have all the details? Don’t worry – start your claim and you can add them later.
When you start your claim, it’s helpful if you have:
If you don't have all this information, you can still get your claim started by logging in to your account. If you have a Classic Car policy, call us on 131 123. You can add more details later.
The sooner you tell us about your claim, the sooner we can get to work on it for you.
It’s always a good idea to get the full name and address of all drivers in an accident.
While we’re working on your claim, we’ll contact them to get more details and work out who caused the damage to your car.
If you can't give us their details (like if it was a hit and run) or if we can't contact them, we won’t be able to confirm who caused the damage and the excess for your repairs will apply. If your car is a total loss, we’ll deduct the excess from your cash settlement, or you’ll need to pay your excess if we replace your car.
If you don't have their details right now, you can still start your claim online, or call us on 131 123 for Classic Car policies. You can add more details to your claim later.
That depends on the type of car insurance you have.
Comprehensive
With Comprehensive Insurance, we pay for your transport if your car's stolen or it can't be driven because of an accident that's not your fault.
Transport includes:
If your car's stolen, we'll pay up to $75 a day for your transport. We'll pay for 21 days, or until your car's found and repaired, or until your claim is settled (whichever's first).
If you're in an accident caused by another driver, you need to be able to give us their full name and residential address and we must be satisfied that it's their fault. We'll pay for your transport until your car's repaired or we settle your claim (whichever's first).
Comprehensive Plus
We can arrange a hire car if your car can't be driven after any covered event.
If you're in an accident caused by another driver, you need to be able to give us their name and address and we need to agree it's their fault. We'll pay the daily rental rate. We'll pay until your car's repaired, or until we pay your claim as a 'total loss' (whichever's first).
If your car is stolen or can't be driven after any other event we cover, we'll pay up to $100 a day for a hire car until your vehicle's recovered and/or repaired, or until we pay your claim as a total loss (whichever's first).
Comprehensive Basics
We don't offer a hire car with Comprehensive Basics.
Third Party Fire & Theft
We can arrange a hire car or alternative transport if your car's stolen or can't be driven after someone tried to break into it.
We'll pay up to $65 a day for your transport for 21 days, or until your car's found and repaired, or until your claim is settled (whichever's first).
Third Party Property Damage
We don't offer a hire car with Third Party Property Damage Insurance.
Classic Car
You can add an option to cover a hire car or alternative transport if your vehicle can't be driven after an incident we cover. If you add this option we'll pay a maximum of $100 per day until your vehicle is repaired or your claim is settled (whichever's first).
What's not covered?
We don't cover running costs like petrol, tolls or a GPS. There are other limits and exclusions so make sure you read the Product Disclosure Statement (PDS) on our policy booklets page.
Not insured with us?
We might be able to arrange a hire car for you if you were in an accident caused by a driver who's insured with us.
Many of our policies include access to our Partner Repairer network of over 400 trusted businesses across Australia.
If you have Comprehensive Insurance and the 'Any repairer' option, you can choose a repairer who's not a Partner Repairer, but you might need to manage the repair process yourself.
The workmanship on all authorised repairs is backed by a lifetime guarantee (for as long as you own the car).
The Partner Repairer network does not apply to Classic Car. For these policies, you can choose your own repairer.
First we inspect your car and agree on any repairs. If we’ve agreed on repairs and you want to go ahead with the claim, you can book in direct with the repairer. If you decide to cancel the claim after the inspection, you won’t have to pay anything to us or the repairer.
Depending on your policy, you’ll usually need to pay an excess as part of the finalisation of your claim and we’ll discuss that with you.
Online claims are quick and easy – but you’ll need to call us if your claim is just for glass damage, or for a classic car.
If you have Classic Car Insurance, you can choose your own repairer.
If you have Comprehensive Car Insurance and have added the 'Any Repairer' option, you can choose a repairer outside of our network, although you may need to manage the repairs yourself. We'll discuss this with you.
For all other policies, you'll need to attend an inspection at an NRMA Partner Repairer, where they'll inspect the damage and book your car in for repairs at a time that suits you.
The Partner Repairer will keep you updated on the repairs but we're here to help if you need us.
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:
The amount we pay you and any deductions that apply will be different based on your type of cover.
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.
We recommend you first speak with the repairer about your concerns. If you're still unhappy, please call us on 131 123 (Mon–Fri) and we'll discuss the next steps. You can also talk to us on web chat.
If we authorise and pay for a repairer to fix your vehicle, then we offer a lifetime guarantee for the workmanship of those repairs (for as long as you own the car).
You can find out what is and isn’t covered by your policy in the Product Disclosure Statement (PDS).
Log in or register to download your PDS and see your current level of cover.
If an excess applies, we’ll tell you when you make your claim.
An excess usually applies for most claims unless there's another person we can recover the costs from, like the driver of another car who caused the accident. In some cases you’ll be asked to pay the excess to the repairer or supplier. We can also deduct it from any payment we make to you.
An excess will apply if:
To find out whether an excess applies, log in to your account online, or call us 24/7 on 131 123 to start your claim, and we'll confirm this for you.
If you're unsure who caused the accident or there's a dispute over which driver was at-fault, we'll consider all the information you give us along with our knowledge of the road rules. We may ask you and the other party to provide statements, diagrams or photos to help us resolve who is at-fault.
If we are satisfied that at-fault for an accident, the claim will be made against your insurance and the relevant excess will apply.
If we are satisfied that the accident wasn't the fault of you or the driver of your car, and you can provide the name and address of the driver that we identify as being at-fault, then you may not need to pay the excess.
Make sure you and your car are safely off the road, then call 000 if there’s an injury or hazard.
Ask for the other driver’s name, address, phone and licence number. Take accident photos if you can.
If your vehicle isn’t safe to move, call 132 132. We may be able to arrange a tow for you.
The more information you can get, the better. You should try and collect:
Don't worry, we'll deal with all the people involved (in an accident we cover) on your behalf.
You’ll also need a police incident report if anyone is injured during an accident, or your claim is for theft, attempted theft or a malicious act.
Even if you don't have all the details, you can still start your claim and add more information later.
Sometimes damage ends up costing less than paying the excess. The best way to have your claim assessed (at no cost) is to call us on 131 123 anytime, 24/7. We can help you find a repairer most convenient to you to assess the damage. If you don’t want to continue, you can always cancel the claim without having to pay any excess.
Take photos of the accident if you can. Pictures of damaged vehicles, location of the incident, number plates and the other driver’s licence will all be useful for your claim. You can provide details of any damage and describe how it happened when you make your claim online. You can also upload pictures online after your claim is lodged.
You should only drive your car if it's in a condition that's safe for you and your passengers. Don't drive your car if:
If your vehicle isn’t safe to move, call 132 132. We may be able to arrange a tow for you.
To see what's covered by your policy, read the Policy Disclosure Statement (PDS) on our policy booklets page.
There's no time limit for making a claim, but it's a good idea to get in touch as soon as possible.
The sooner you tell us about your claim, the sooner we can get to work on it for you.
Get the full name, address, phone and licence details of every driver involved.
Get the make, model, licence plate and insurer of every vehicle involved.
Get the name and phone number of everyone who saw the accident take place.
Don’t have all the details? Don’t worry – start your claim and you can add them later.
When you start your claim, it’s helpful if you have:
If you don't have all this information, you can still get your claim started by logging in to your account. If you have a Classic Car policy, call us on 131 123. You can add more details later.
The sooner you tell us about your claim, the sooner we can get to work on it for you.
It’s always a good idea to get the full name and address of all drivers in an accident.
While we’re working on your claim, we’ll contact them to get more details and work out who caused the damage to your car.
If you can't give us their details (like if it was a hit and run) or if we can't contact them, we won’t be able to confirm who caused the damage and the excess for your repairs will apply. If your car is a total loss, we’ll deduct the excess from your cash settlement, or you’ll need to pay your excess if we replace your car.
If you don't have their details right now, you can still start your claim online, or call us on 131 123 for Classic Car policies. You can add more details to your claim later.
That depends on the type of car insurance you have.
Comprehensive
With Comprehensive Insurance, we pay for your transport if your car's stolen or it can't be driven because of an accident that's not your fault.
Transport includes:
If your car's stolen, we'll pay up to $75 a day for your transport. We'll pay for 21 days, or until your car's found and repaired, or until your claim is settled (whichever's first).
If you're in an accident caused by another driver, you need to be able to give us their full name and residential address and we must be satisfied that it's their fault. We'll pay for your transport until your car's repaired or we settle your claim (whichever's first).
Comprehensive Plus
We can arrange a hire car if your car can't be driven after any covered event.
If you're in an accident caused by another driver, you need to be able to give us their name and address and we need to agree it's their fault. We'll pay the daily rental rate. We'll pay until your car's repaired, or until we pay your claim as a 'total loss' (whichever's first).
If your car is stolen or can't be driven after any other event we cover, we'll pay up to $100 a day for a hire car until your vehicle's recovered and/or repaired, or until we pay your claim as a total loss (whichever's first).
Comprehensive Basics
We don't offer a hire car with Comprehensive Basics.
Third Party Fire & Theft
We can arrange a hire car or alternative transport if your car's stolen or can't be driven after someone tried to break into it.
We'll pay up to $65 a day for your transport for 21 days, or until your car's found and repaired, or until your claim is settled (whichever's first).
Third Party Property Damage
We don't offer a hire car with Third Party Property Damage Insurance.
Classic Car
You can add an option to cover a hire car or alternative transport if your vehicle can't be driven after an incident we cover. If you add this option we'll pay a maximum of $100 per day until your vehicle is repaired or your claim is settled (whichever's first).
What's not covered?
We don't cover running costs like petrol, tolls or a GPS. There are other limits and exclusions so make sure you read the Product Disclosure Statement (PDS) on our policy booklets page.
Not insured with us?
We might be able to arrange a hire car for you if you were in an accident caused by a driver who's insured with us.
Many of our policies include access to our Partner Repairer network of over 400 trusted businesses across Australia.
If you have Comprehensive Insurance and the 'Any repairer' option, you can choose a repairer who's not a Partner Repairer, but you might need to manage the repair process yourself.
The workmanship on all authorised repairs is backed by a lifetime guarantee (for as long as you own the car).
The Partner Repairer network does not apply to Classic Car. For these policies, you can choose your own repairer.
First we inspect your car and agree on any repairs. If we’ve agreed on repairs and you want to go ahead with the claim, you can book in direct with the repairer. If you decide to cancel the claim after the inspection, you won’t have to pay anything to us or the repairer.
Depending on your policy, you’ll usually need to pay an excess as part of the finalisation of your claim and we’ll discuss that with you.
Online claims are quick and easy – but you’ll need to call us if your claim is just for glass damage, or for a classic car.
If you have Classic Car Insurance, you can choose your own repairer.
If you have Comprehensive Car Insurance and have added the 'Any Repairer' option, you can choose a repairer outside of our network, although you may need to manage the repairs yourself. We'll discuss this with you.
For all other policies, you'll need to attend an inspection at an NRMA Partner Repairer, where they'll inspect the damage and book your car in for repairs at a time that suits you.
The Partner Repairer will keep you updated on the repairs but we're here to help if you need us.
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:
The amount we pay you and any deductions that apply will be different based on your type of cover.
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.
We recommend you first speak with the repairer about your concerns. If you're still unhappy, please call us on 131 123 (Mon–Fri) and we'll discuss the next steps. You can also talk to us on web chat.
If we authorise and pay for a repairer to fix your vehicle, then we offer a lifetime guarantee for the workmanship of those repairs (for as long as you own the car).
You can find out what is and isn’t covered by your policy in the Product Disclosure Statement (PDS).
Log in or register to download your PDS and see your current level of cover.
If an excess applies, we’ll tell you when you make your claim.
An excess usually applies for most claims unless there's another person we can recover the costs from, like the driver of another car who caused the accident. In some cases you’ll be asked to pay the excess to the repairer or supplier. We can also deduct it from any payment we make to you.
An excess will apply if:
To find out whether an excess applies, log in to your account online, or call us 24/7 on 131 123 to start your claim, and we'll confirm this for you.
If you're unsure who caused the accident or there's a dispute over which driver was at-fault, we'll consider all the information you give us along with our knowledge of the road rules. We may ask you and the other party to provide statements, diagrams or photos to help us resolve who is at-fault.
If we are satisfied that at-fault for an accident, the claim will be made against your insurance and the relevant excess will apply.
If we are satisfied that the accident wasn't the fault of you or the driver of your car, and you can provide the name and address of the driver that we identify as being at-fault, then you may not need to pay the excess.
Get the full name, address, phone and licence details of every driver involved.
Get the make, model, licence plate and insurer of every vehicle involved.
Get the name and phone number of everyone who saw the accident take place.
Don’t have all the details? Don’t worry – start your claim and you can add them later.
When you start your claim, it’s helpful if you have:
If you don't have all this information, you can still get your claim started by logging in to your account. If you have a Classic Car policy, call us on 131 123. You can add more details later.
The sooner you tell us about your claim, the sooner we can get to work on it for you.
It’s always a good idea to get the full name and address of all drivers in an accident.
While we’re working on your claim, we’ll contact them to get more details and work out who caused the damage to your car.
If you can't give us their details (like if it was a hit and run) or if we can't contact them, we won’t be able to confirm who caused the damage and the excess for your repairs will apply. If your car is a total loss, we’ll deduct the excess from your cash settlement, or you’ll need to pay your excess if we replace your car.
If you don't have their details right now, you can still start your claim online, or call us on 131 123 for Classic Car policies. You can add more details to your claim later.
That depends on the type of car insurance you have.
Comprehensive
With Comprehensive Insurance, we pay for your transport if your car's stolen or it can't be driven because of an accident that's not your fault.
Transport includes:
If your car's stolen, we'll pay up to $75 a day for your transport. We'll pay for 21 days, or until your car's found and repaired, or until your claim is settled (whichever's first).
If you're in an accident caused by another driver, you need to be able to give us their full name and residential address and we must be satisfied that it's their fault. We'll pay for your transport until your car's repaired or we settle your claim (whichever's first).
Comprehensive Plus
We can arrange a hire car if your car can't be driven after any covered event.
If you're in an accident caused by another driver, you need to be able to give us their name and address and we need to agree it's their fault. We'll pay the daily rental rate. We'll pay until your car's repaired, or until we pay your claim as a 'total loss' (whichever's first).
If your car is stolen or can't be driven after any other event we cover, we'll pay up to $100 a day for a hire car until your vehicle's recovered and/or repaired, or until we pay your claim as a total loss (whichever's first).
Comprehensive Basics
We don't offer a hire car with Comprehensive Basics.
Third Party Fire & Theft
We can arrange a hire car or alternative transport if your car's stolen or can't be driven after someone tried to break into it.
We'll pay up to $65 a day for your transport for 21 days, or until your car's found and repaired, or until your claim is settled (whichever's first).
Third Party Property Damage
We don't offer a hire car with Third Party Property Damage Insurance.
Classic Car
You can add an option to cover a hire car or alternative transport if your vehicle can't be driven after an incident we cover. If you add this option we'll pay a maximum of $100 per day until your vehicle is repaired or your claim is settled (whichever's first).
What's not covered?
We don't cover running costs like petrol, tolls or a GPS. There are other limits and exclusions so make sure you read the Product Disclosure Statement (PDS) on our policy booklets page.
Not insured with us?
We might be able to arrange a hire car for you if you were in an accident caused by a driver who's insured with us.
Many of our policies include access to our Partner Repairer network of over 400 trusted businesses across Australia.
If you have Comprehensive Insurance and the 'Any repairer' option, you can choose a repairer who's not a Partner Repairer, but you might need to manage the repair process yourself.
The workmanship on all authorised repairs is backed by a lifetime guarantee (for as long as you own the car).
The Partner Repairer network does not apply to Classic Car. For these policies, you can choose your own repairer.
First we inspect your car and agree on any repairs. If we’ve agreed on repairs and you want to go ahead with the claim, you can book in direct with the repairer. If you decide to cancel the claim after the inspection, you won’t have to pay anything to us or the repairer.
Depending on your policy, you’ll usually need to pay an excess as part of the finalisation of your claim and we’ll discuss that with you.
Online claims are quick and easy – but you’ll need to call us if your claim is just for glass damage, or for a classic car.
If you have Classic Car Insurance, you can choose your own repairer.
If you have Comprehensive Car Insurance and have added the 'Any Repairer' option, you can choose a repairer outside of our network, although you may need to manage the repairs yourself. We'll discuss this with you.
For all other policies, you'll need to attend an inspection at an NRMA Partner Repairer, where they'll inspect the damage and book your car in for repairs at a time that suits you.
The Partner Repairer will keep you updated on the repairs but we're here to help if you need us.
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:
The amount we pay you and any deductions that apply will be different based on your type of cover.
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.
We recommend you first speak with the repairer about your concerns. If you're still unhappy, please call us on 131 123 (Mon–Fri) and we'll discuss the next steps. You can also talk to us on web chat.
If we authorise and pay for a repairer to fix your vehicle, then we offer a lifetime guarantee for the workmanship of those repairs (for as long as you own the car).
You can find out what is and isn’t covered by your policy in the Product Disclosure Statement (PDS).
Log in or register to download your PDS and see your current level of cover.
If an excess applies, we’ll tell you when you make your claim.
An excess usually applies for most claims unless there's another person we can recover the costs from, like the driver of another car who caused the accident. In some cases you’ll be asked to pay the excess to the repairer or supplier. We can also deduct it from any payment we make to you.
An excess will apply if:
To find out whether an excess applies, log in to your account online, or call us 24/7 on 131 123 to start your claim, and we'll confirm this for you.
If you're unsure who caused the accident or there's a dispute over which driver was at-fault, we'll consider all the information you give us along with our knowledge of the road rules. We may ask you and the other party to provide statements, diagrams or photos to help us resolve who is at-fault.
If we are satisfied that at-fault for an accident, the claim will be made against your insurance and the relevant excess will apply.
If we are satisfied that the accident wasn't the fault of you or the driver of your car, and you can provide the name and address of the driver that we identify as being at-fault, then you may not need to pay the excess.
