I've been involved in a car accident, what should I do?

It's important to get the names and contact details of everyone involved at the scene of the accident. Once you provide us with their details, we'll communicate with them on your behalf.

You can provide us with their details online when you make a claim.

We refer to the road rules to help us determine who may be responsible for an accident and whether negligence contributed to the event.

When we review who's responsible for an accident we'll ask for all drivers involved in the accident for their version of the incident.

The decision can also be helped by any diagrams and photos that you or the other drivers may have, any witness statements and the map location of the accident.

You don't need to call the police for every incident, however you should contact them if:

• you feel unsafe
• the accident is causing a traffic hazard
• you believe alcohol or drugs may be involved.

Most importantly, call an ambulance on 000 if you or anyone else is injured.

If you receive demands from another insurance company or another driver involved, you can contact us to lodge a claim and we can act on your behalf in dealing with the other party.

If an incident is your fault:

• Comprehensive Plus: Automatically included
• Comprehensive: Available as an option
• Comprehensive Basics: Not available
• Third Party Fire and Theft: Not available
• Third Party Property Damage: Not available

If the incident is not your fault:

• Comprehensive Plus: Automatically included
• Comprehensive: Automatically included
• Comprehensive Basics: Not available
• Third Party Fire and Theft: Not available
• Third Party Property Damage: Not available

For Classic Car policies

Hire car after an incident is available as an option for new and renewing Classic Car policies. If this option is chosen, a hire car is available after any incident we cover, whether or not the incident is your fault.

For more information, see our Product Disclosure Statement.

We pay the cost of towing your damaged caravan. We must agree to pay the costs of the towing before they are incurred.

For more information about what's covered, what's not and terms and conditions, read the Product Disclosure Statement (PDS) on our policy booklets page.

Important note for customers in NSW, Queensland, Tasmania and the ACT:

If your policy was

• First purchased before 21 April 2024 and not yet renewed
• Last renewed before 1 July 2024

your cover will be different. Call us on 132 132.

You should only drive your car, motorcycle or scooter if it's in a condition that's safe for you and any passengers. Don't drive your vehicle if:

• The lights or brakes aren't working
• It's difficult to get in or out
• The bodywork is damaged and could cause injury or interfere with driving
• There are leaking fluids or signs of engine damage.

If your vehicle isn't safe to drive (after an incident we cover) and your policy covers towing, call us 24/7 on 132 132 and we'll arrange a tow for you.

To see what's covered by your policy, read the Policy Disclosure Statement (PDS) on our policy booklets page.

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

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

For comprehensive policies, if you can provide the name and residential address of the other driver or rider who is fully at-fault, you won’t have to pay the excess. It also means we can deal directly with all the people involved on your behalf.