What do I do if I need to make a claim?

If you’re involved in an incident, the most important thing is to make sure you are safe. If you need emergency help or if anyone is injured, you should call 000 immediately. Your next steps will differ, depending on the type of claim…

I've had a Single Vehicle accident

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  1. If your car isn’t driveable, we can organise a tow for you
  2. If you have damaged any property other than your car, take photos if it is safe to
  3. Once you are ready, you can:
Make a claim

Or, call us on 1300 265 374.

My car has been stolen

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Report the theft to the police and get the Police Event Number. You’ll need this when you lodge your claim.

To lodge your claim call 1300 265 374.

I’ve had a Multi Vehicle accident

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  1. If your car isn’t driveable, we can organise a tow for you
  2. Collect as much detail as possible (see FAQ below for more information)
  3. Once you are ready, you can call us on 1300 265 374

My car has been damaged by a weather event

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If you’ve been impacted by a weather event (for example a storm, flood, lightning, rain, hail or fire) you can:


Make a claim

Or, call us on 1300 265 374.

I can’t drive my car after an accident

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If your car isn't safe to drive, or if you are unsure, call us on 1300 265 374 and we’ll organise a tow for you.

If you are unsure, you can also see the FAQ below for more information.

My windscreen or other windows are damaged

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If either of your windscreens or any windows on your car are damaged, call us on 1300 130 377.

Make a Claim FAQs

Select a topic

  • Am I covered for

  • Useful information if I need to claim

  • How does the repair process work

Am I covered for towing? Navigation Show below Hide below

If your car can’t be driven and needs to be towed we’ll cover the reasonable cost of towing to the nearest agreed repairer or somewhere safe.

Do I get free windscreen cover? Navigation Show below Hide below

Our Comprehensive Car Insurance doesn’t include ‘free’ windscreen cover, but you can add this as an optional benefit on your policy. Alternatively, our Comprehensive Plus Insurance does include one free windscreen or glass repair claim per year.

Are trailers covered? Navigation Show below Hide below

We do provide cover for your trailer or caravan if it is damaged by an insured event while attached to the car you have insured with us. We will pay up to $1000 in one period of insurance for damage to your trailer or caravan under this benefit.

Am I covered for flood and hail damage? Navigation Show below Hide below

If you have Comprehensive or Comprehensive Plus Car Insurance you are covered for damage caused by natural disasters such as fire, flood and hail – as long as it happens during the policy cover period.

Do I get a hire car if I have an accident? Navigation Show below Hide below

In the event of a theft, our Comprehensive Car Insurance covers you for a hire car for 14 days (up to $50 a day). But, it doesn’t automatically include the use of a hire car after an accident. You can add this as an optional benefit on your policy. Alternatively, our Comprehensive Plus Insurance includes the hire car benefit at no additional cost.

Is my child seat or baby capsule covered? Navigation Show below Hide below

Our Comprehensive Car Insurance and Comprehensive Car Insurance Plus policies automatically cover the cost of child and baby capsule replacement. We cover causes loss or damage to your car, we cover you for up to $500 each year in any one period of insurance to replace your child seat and/or baby capsule if they are damaged in an insured event while contained in your car or in the event they are stolen from your locked car.

Even if there are no visible signs of damage to the child seat or baby capsule, the integrity of the product may have been compromised in an accident.

Please contact us to discuss how to replace a child seat and/or baby capsule.

What should I do if I am involved in a car accident? Navigation Show below Hide below

Most importantly, you need to get yourself into a safe place. If required, call 000 to receive help from emergency services. When it is safe to do so, you should try to collect the following details:

  • If another driver is involved, you should swap information with them. Including:
    • Name
    • Address (this is required if you’re not at fault)
    • Phone number
    • Registration number
    • Driver’s licence number (take a picture if possible)
    • Their insurance company details
  • If there are independent witnesses, you should try to collect their contact details as well.
Take photos of any damage caused to both cars and their location on the road.

When you are ready, contact us 1300 265 374 (select option 3) to lodge your claim and discuss next steps. It always helps to have your policy number handy but you don’t need this to lodge a claim.

Even if you think the accident was your fault, don't admit that you are, or may have been, at fault to any third parties as this may impact our ability to assess the claim. We'll do an assessment of fault once the claim is lodged and the necessary information is obtained.

How do I know if I should make a claim? Navigation Show below Hide below

If you are unsure whether or not you should make a claim, call us 1300 265 374 (select option 3). Our claims team can help you make a decision on what your best next steps are.

If you are still unsure, you can cancel your claim after your inspection if you don’t want to proceed.

Do I have to pay an excess if I make a claim? Navigation Show below Hide below

You’ll need to pay an excess if you are responsible for causing damage to your vehicle or another person’s property. If you’re not responsible for causing the damage, and you can provide the at fault person’s full name, address and registration number then you don’t have to pay an excess. Our claims team will always let you know you when you need to pay an excess. Please review your Policy Schedule for the excess payable under your insurance policy.

Do I need to call the police? Navigation Show below Hide below

If you feel unsafe or anyone is injured, you should call 000 immediately for Police or Ambulance.

You should also call the police if:

  • There are injuries from the accident
  • The accident is causing a traffic hazard
  • You believe alcohol or drugs may be involved

Should I drive my car after an accident? Navigation Show below Hide below

If your car isn’t safe to drive, or if you are unsure, call us on 1300 265 374 and we’ll organise a tow for you.

You shouldn’t drive your car if:

  1. The lights or brakes aren’t working
  2. It is hard to get in or out of the car
  3. There is any damage to the body of the car that could cause injury, interfere with driving or fall off
  4. There are leaking fluids or signs of engine damage

Can I cancel my claim if the cost of repairs is less than the excess I need to pay? Navigation Show below Hide below

Yes, if the cost of repairs to your car and any other damage that you are liable for is less than the excess payable, you may choose not to make a claim.

The easiest way to confirm the cost of repairs is to get one of our Partner Repairers to inspect the damage. 

If after the inspection you decide not to proceed, you can cancel the claim.


What happens if there is a dispute over who was at fault for the accident? Navigation Show below Hide below

If you are unsure who caused the accident or there’s a dispute over which driver was at-fault, we’ll use all the information you provide us along with our knowledge of the road rules to decide. We may ask you and the other party to provide statements, diagrams or photos to help us make that decision.

If you’re found to be at-fault for an accident, you will be required to pay the excess.

If we agree that you’re not at-fault, and you can provide the name and residential address of the driver who is at-fault, then you may not need to pay the excess.

What happens if someone calls me about my claim? Navigation Show below Hide below

If any contact is made with you by the other driver or their insurance company after you’ve lodged your claim, contact us to let us know or in the case of a phone call being received, let them know you are insured with us and we will be looking after the claim and the other party should direct all further questions or enquiries to us.

Where can I get my car repaired? Navigation Show below Hide below

You can get your car repaired at any of our National Partner Repairers. We’ll also give you a Lifetime Repair Guarantee on all repairs we authorise, giving you peace of mind.

If you have a Comprehensive Plus policy, you can choose your own repairer. However, we reserve the right to determine the method of repairs and ensure the repairs are carried out satisfactorily.

How do I pay my excess? Navigation Show below Hide below

If you need to pay an excess, you can either pay it directly to the repairer when you pick up your car or call us on 1300 265 375 (select option 3).

If your car is a total loss, we’ll deduct the excess amount from your settlement.

What’s an inspection? Navigation Show below Hide below

An inspection allows the repairer to estimate how long the repairs will take and book a convenient time with you for them to take place. The inspection usually takes around 30 minutes.

How can I view my existing claim details? Navigation Show below Hide below

Once you’ve made a claim, you can view the details online through the Insurance Service Centre. If you have any other questions, please call us on 1300 265 374 (weekdays 8.30am to 5pm AEST).

How quickly can the repairs to my car be done? Navigation Show below Hide below

Your repairer always tries to get you back on the road as soon as possible but making sure your vehicle is safe is their top priority.

After the inspection, your repairer will provide an estimate on how long the repairs will take. This will mostly be influenced by the amount of damage to your vehicle.

Sometimes it can be difficult for the repairer to identify all the damage or parts required at this visual inspection, so timeframes discussed may change once the repairs commence.

If there are any delays, your repairer will let you know.

How do I change my inspection or repair time? Navigation Show below Hide below

If you’re already booked in for an inspection or repairs, simply call the repairer to organise another time.

Who should I call for an update on my repairs? Navigation Show below Hide below

The repairer is the best point of contact for an update on your repairs.

What factors could delay the repair process? Navigation Show below Hide below

There are a variety of reasons why repairs to your car may take longer than originally estimated. For example:

  • The repairer finds more damage to your car.
  • Specific parts aren’t in stock and may need to be shipped from overseas.
  • A specialist such as an auto electrician is required to work on your vehicle.
If there is any delay in the repair process, the repairer will let you know.

What if there’s something wrong with my repairs? Navigation Show below Hide below

As a first step we recommend that you speak directly with the repairer to resolve the issue.

We provide a Lifetime Repair Guarantee on all repairs we authorise.

To find out more about our lifetime guarantee, please read your Product Disclosure Statement.

What if my car is a write-off? Navigation Show below Hide below

If we determine your car to be a total loss, depending upon the age of your car (based on original registration), we will either provide you with a new replacement car under the new-for-new option (if you qualify for this benefit) or pay you the sum insured less any deductions and excesses that may apply. In certain circumstances, we may need to deduct the premium for the unexpired portion of your policy.

Terms & conditions

Coles Supermarkets Australia Pty Ltd (Coles) is an authorised representative of the issuer, Insurance Australia Limited (ABN 11 000 016 722 AFSL 227681) and receives a commission for each policy sold and renewed). Any advice provided is of a general nature only and does not take into consideration your objectives, financial situation or needs. Before acting on any advice you should consider its appropriateness. You should read the Product Disclosure Statement before deciding whether to acquire an insurance policy.