You’ve been in a car accident that wasn’t your fault. The other driver’s vehicle damaged yours. Now you need to claim against their insurance to cover repairs. But if you’ve never done this before, the process can feel confusing. Who do you contact first? What documents do you need? How long will it take?
The good news is that lodging a third party claim against another driver’s insurer is straightforward when you know the steps. You gather evidence at the scene, identify the at fault driver’s insurer, submit your claim form with supporting documents, and then manage the repair process. Most claims settle within a few weeks when everything is handled correctly.
This guide walks you through each stage of the third party insurance claim process. You’ll learn exactly what to do at the crash scene, how to identify which insurer to claim against, what information to include in your claim form, and how to handle repairs and potential disputes. By the end, you’ll have a clear roadmap for getting your vehicle repaired and your costs covered.
What is a third party insurance claim
A third party insurance claim is when you seek compensation from another driver’s insurer for damage they caused to your vehicle or property. The term "third party" refers to you, the person outside the insurance contract between the at fault driver (first party) and their insurer (second party). When another driver hits your car, you claim against their policy rather than your own.
How third party claims differ from first party claims
Your claim goes directly to the other driver’s insurance company, not yours. This means you contact their insurer, provide evidence of the accident, and prove that their policyholder caused the damage. The other driver’s compulsory third party (CTP) insurance covers injuries to people, while their property damage cover pays for vehicle and property repairs.
If the at fault driver only has CTP insurance, they can’t cover damage to your car. You’ll need to pursue them personally or claim through your own comprehensive policy.
Most Australian drivers carry third party property damage or comprehensive cover that protects against damage they cause to others. The third party insurance claim process requires you to demonstrate fault, provide repair quotes, and negotiate directly with the at fault driver’s insurer. This differs from claiming on your own policy, where you’d work with your insurer and pay an excess regardless of fault.
Step 1. After the crash, stay safe and gather proof
Your first priority after any collision is safety. Check if anyone is injured and call 000 if needed. If your vehicle is blocking traffic and can be moved safely, pull over to the side of the road. Turn on your hazard lights and set up a warning triangle if you have one. The third party insurance claim process starts with documenting what happened, so once everyone is safe, begin gathering evidence.
Document everything at the crash scene
Take clear photos of all vehicles involved from multiple angles. Capture the damage to your car, the other driver’s vehicle, and any property damage like fences or street signs. Photograph the surrounding area including road signs, traffic lights, skid marks, and the position of vehicles before they’re moved. These images prove fault and the extent of damage when you lodge your claim.
Exchange details with the other driver immediately. You need their full name, address, phone number, driver’s licence number, and vehicle registration. Write down the make, model, and colour of their car. Most importantly, get their insurance details including the company name and policy number if they’ll share it. If witnesses stopped, collect their names and phone numbers too.
Take notes about the accident while it’s fresh in your memory. Record the date, time, location, weather conditions, and a brief description of how the collision happened. Note any road hazards or traffic violations you observed. This information supports your claim when you contact the at fault driver’s insurer.
Step 2. Decide who to claim against
Before you start the third party insurance claim process, you need to know which insurance company to contact. The at fault driver’s insurer handles your claim, not your own insurance company. Getting this right from the start prevents delays and ensures your claim goes to the correct place.
Find the at-fault driver’s CTP insurer
You need the registration number of the vehicle that caused the accident to identify their insurer. In Queensland, use the Motor Accident Insurance Commission’s free online CTP insurer lookup tool. Enter the vehicle registration and accident date, and you’ll see which insurance company covers that vehicle. Other states have similar tools through their transport authorities.
If the at fault driver gave you their insurance details at the scene, verify this information before lodging your claim. Contact that insurer directly to confirm the policy was active on the accident date. Some drivers carry expired policies or provide incorrect details. Insurance companies can confirm coverage within minutes when you provide the registration number and date of the accident.
You can’t make a third party property damage claim against a CTP policy because CTP only covers injuries to people, not vehicle damage.
The at fault driver must have third party property damage insurance or comprehensive cover for you to claim vehicle repairs. If they only carry CTP insurance, you’ll need to pursue them personally through small claims court or claim on your own comprehensive policy.
When the at-fault driver can’t be identified
Lodge your claim against the Nominal Defendant if the at fault vehicle drove off or was unregistered. Each Australian state has a Nominal Defendant scheme that covers hit and run accidents. These claims have strict time limits, often just 28 days, so act quickly. You’ll need a police report and any evidence proving the accident occurred.
Step 3. Lodge your third party claim
Contact the at fault driver’s insurer within two to three days of the accident to start your claim. You can lodge a third party insurance claim process by phone, through the insurer’s online portal, or by email. Most insurers provide a dedicated claims hotline that operates 24/7. Have your accident evidence ready before you make contact because the insurer will ask for details immediately.
Complete the third party claim form
Every insurer requires a written claim form that documents what happened. Download the form from the insurer’s website or request one by phone. Fill out every section completely and honestly. Include the accident date, time, exact location (street address and suburb), and a clear description of how the collision occurred. List all vehicle details including registration numbers, and provide the contact information you gathered from the other driver.
Explain the sequence of events in chronological order. State what each vehicle was doing right before impact, where they came from, and who had right of way. Attach your photos and any diagrams showing vehicle positions. The insurer uses this information to determine fault and assess your claim.
A complete, accurate claim form prevents delays and shows the insurer you’ve documented everything properly.
Gather required supporting documents
Submit these documents with your claim form to speed up the third party insurance claim process:
- Photos of all vehicle damage and the accident scene
- Police report number if police attended or you reported the crash
- Written quotes from panel beaters for repair costs (usually two or three quotes)
- Witness statements with contact details if anyone saw the accident
- Your driver’s licence and vehicle registration details
Submit your claim to the insurer
Send your completed form and documents to the claims department using their preferred method. Most insurers accept email submissions, online portal uploads, or postal mail. Keep copies of everything you submit. The insurer must acknowledge your claim within 10 business days and tell you what happens next. They’ll contact the at fault driver, review the evidence, and decide whether to accept or dispute your claim.
Step 4. Handle repairs, costs and disputes
Once the insurer accepts your claim, you enter the repair and payment phase of the third party insurance claim process. The insurer either pays you directly for the damage or arranges repairs through their approved repairer network. You need to coordinate with panel beaters, track repair timelines, and resolve any disputes if the insurer rejects your claim or disputes fault.
Choose your repairer and coordinate work
You can select your own panel beater or use one from the insurer’s approved network. Using an approved repairer often speeds up the process because the insurer communicates directly with them about costs and timelines. Your chosen repairer provides a detailed quote that the insurer must approve before work begins. Get written confirmation of the approved repair scope and costs.
Book your vehicle in once the insurer authorises repairs. Ask your repairer for an estimated completion date. Most repairs take one to three weeks depending on parts availability and damage severity. Request updates if repairs run longer than expected. The insurer should provide a replacement vehicle if you’re not at fault, though this depends on their policy terms.
Challenge a rejected or disputed claim
The insurer might reject your claim if they believe their driver wasn’t at fault or if you missed claim deadlines. Request a written explanation of their decision immediately. Review their reasons against your evidence. If you disagree, lodge a formal complaint with the insurer’s internal dispute resolution team within 15 business days. Provide additional evidence like witness statements or expert reports that support your case.
Contact the Australian Financial Complaints Authority (AFCA) if the insurer doesn’t resolve your dispute within 30 days.
Document every conversation with the insurer including dates, times, and the names of staff you spoke with. Keep all correspondence as evidence. If the insurer maintains their rejection, you can take your case to AFCA or pursue the at fault driver through your state’s small claims tribunal for amounts under the tribunal limit.
Next steps
You now understand the complete third party insurance claim process from gathering evidence at the crash scene to managing repairs and disputes. Following these steps ensures your claim moves forward smoothly and you get your vehicle back on the road quickly. Document everything thoroughly, contact the at fault driver’s insurer within days of the accident, and submit all required forms and evidence together.
The best protection against third party claim hassles is having comprehensive car insurance that covers you regardless of fault. You avoid the stress of claiming against another driver’s insurer and dealing with their delays or disputes. National Cover provides competitive comprehensive cover with expert claims support, replacement vehicles for not at fault accidents, and 24/7 towing. Get a quote today to compare your current policy and see how much you could save while gaining better protection.
