A car accident is stressful. This guide shows you how to make a car insurance claim in NSW quickly and correctly, what to collect at the scene, how to claim online, and what comprehensive car insurance, third-party property damage insurance, and CTP insurance each covers. Keep this page handy as your claim log.
Immediate Steps: What Should You Do After a Car Accident?
- Check for injuries or leaking fluids: Safety always comes first. Call 000 if there are injuries, hazards like leaking fluids, or blocked traffic.
- Move to safety, if possible: Move the damaged car off the road if safe and legal.
- Collect all their details:
- Full name, contact details, driver’s insurance company, car insurance policy details (CTP insurance and/or comprehensive car insurance/third party property damage insurance), licence number, number plates, and a phone number you can reach them on.
- Vehicle details: Make, model, colour, registration. Record weather event conditions if relevant.
- Other information: All people and drivers involved; witness contacts.
- Take photos: The incident occurred? Photograph all vehicles involved (including other cars), engine damage, party property damage, relevant road signs, skid marks, and injuries.
- Police reporting: Report to PoliceLink if anyone is injured, there’s major property damage, the other driver refuses details, a stolen car is involved, or if you suspect the other driver is breaking the road rules (e.g., DUI).
“One of the most critical things you can do is write down all their details on the spot. Don’t leave this for later or you might lose your chance to make a successful claim.” — Advisor, Insurance Council of Australia (Insurance Council Fact Pack)
How Can You Make a Claim?
With all the important details collected and safety ensured, the next step is to focus on making your car insurance claim. Knowing exactly how to submit your claim and what information to provide will help you avoid delays and complications.
- Contact your insurer immediately after the accident. Don’t wait. If available, use their online claim form or app for faster claims process. Attach all supporting documents.
- You’ll need to provide:
- Incident date/time, full vehicle and driver details, claim number if there’s any existing claim.
- Policy documents for your car insurance, comprehensive insurance, or third party property policies.
- Photographs and witness statements.
- Police report number (especially if the incident involved multiple vehicles or a stolen car).
“If you wait to notify your insurance company, you might breach your policy’s time limit and risk your claim being rejected. Always check your Product Disclosure Statement for deadlines.” — SIRA NSW (SIRA Motor Accident Guidelines)
What Is Covered by Each Insurance Type?
Now that you know the immediate steps to take after a car accident and how to gather essential information, let’s look at how you can make a claim efficiently, what each type of insurance covers, and what to expect throughout the claims process.
This will help you navigate your car insurance claim with confidence and clarity.
- CTP insurance: Covers injuries to people. Does not cover repair costs for your car, another damaged vehicle, or party property damage.
- Comprehensive car insurance: Covers your damaged car, other cars, attempted theft, some weather event damage, and often hire car expenses (depending on your insurance policy and product disclosure statement).
- Third party property damage insurance: Covers damage you cause to other driver’s vehicles, property (e.g., fences), or other cars—doesn’t cover your own repair costs.
What If You Need to Pay an Excess?
Most policies require you to pay the excess online at the start of your claim, unless the other party is found entirely at fault and their details are provided. If unsure, your claims team will clarify this in your claim log and supporting correspondence.
- “We recommend paying the excess online as soon as the insurer asks, to avoid delaying repairs to the damaged car.” — Money.com.au (2025 Car Insurance Statistics)
What Happens to Car Repairs? Can You Choose Your Own Repairer?
Your insurer may let you use your own repairer, or they may require authorised repairs through their network. Comprehensive policies often come with a lifetime guarantee on repairs done at authorised repairers. Always check your policy documents.
Ask if repairs are based on market value or car’s agreed value and confirm which party pays for towing, storage, and any unused registration refunds in case of a write-off.
What If Your Car Is Stolen or Written Off?
Immediately report to police and get a police report number. Visit the insurer’s portal to claim online for the stolen car.
The claims process for a total loss may require proof of market value (such as recent comparable vehicles for sale) or will follow your car’s agreed value.
Can You Claim for a Hire Car or Extra Car Expenses?
Many comprehensive car insurance policies offer hire car benefits after theft or accident, subject to the limits in your product disclosure statement. Keep all supporting receipts and evidence in your claim log.
Confirm whether hire car expenses are covered by your particular insurance policy before booking.
What If the Other Driver Is Uninsured or At Fault?
If another driver is at fault, supply all their details to your claims team. Your insurer will attempt to recover costs from the other party. Sometimes, you may need to pay the excess and wait for reimbursement.
“Not all claims are alike—look for policies that offer a lifetime guarantee on repairs and option for a hire car while your vehicle’s in the shop, especially if you rely on your car for work or family.”
— G4E Insights (Compare Car Insurance in Australia)
How Will the Claim Affect Your Claims History or Premium?
Insurers review your claims history, fault status, the number of incidents and people involved, and even which vehicles were involved. Too many at-fault claims can raise premiums.
Always declare any existing claim or prior market value disputes to avoid a breach of policy terms.
People Also Ask about Car Insurance Claims
It’s helpful to review some frequently asked questions that address common concerns about car insurance claims. These answers will provide further details to ensure you understand the process and coverage options.
1. What if an attempted theft/engine damage, or weather event caused the claim?
Attempted theft, fire, hail or flood claims require immediate reporting, documentation, and temporarily securing the damaged vehicle. Comprehensive insurance is essential for these incidents.
2. What is the time limit to submit a car insurance claim in NSW?
Most insurers require notification as soon as practical, ideally, same day. CTP claims for injuries must be lodged within 28 days to receive backdated payments (statutory benefits), and no later than 3 months post-accident as per SIRA Statutory Benefits Timelines.
3. What policy covers which kind of car accident?
CTP insurance covers people; third-party property damage insurance covers property you damage; comprehensive car insurance is the only product that covers your vehicle, theft, and at-fault collision damage.
Final Checklist Before You Make a Claim
- Safety/scene: Hazards, injuries, leaking fluids—call emergency services.
- Collect: Licence number, number plates, contact details, all their details of the people/vehicles involved.
- Evidence: Photos, police report number, supporting documents.
- Notify: Contact your insurer immediately to make a claim, include any claim number or existing claim log.
- Confirm: What your product disclosure statement says, whether you’ll pay an excess, and if you are entitled to a hire car or own repairer option.
Final Thoughts
Handling a car accident insurance claim can be a stressful experience, but by following the necessary steps and understanding your insurance coverage, you can ensure a smoother process.
Remember to prioritise safety, gather essential information, and promptly notify your insurance company. Understanding the various levels of coverage, such as Greenslips and comprehensive insurance, can also help you make informed decisions when choosing the right insurance for your needs.
By being prepared and proactive, you can navigate car accident insurance claims with confidence and protect yourself on the road.
Remember, for a convenient way to compare all types of insurance, including Greenslips, we recommend Insurance 4 Earth. Visit the website to access a range of insurance options and find the coverage that suits you best. Stay safe and drive responsibly!
