A car accident claim in Australia generally moves through six plain-English steps—make the scene safe, report the crash, collect evidence, notify your insurer, lodge the paperwork, then work with the assessor until repairs or compensation are finalised. Get those steps right and you protect your health, stay inside strict legal time-frames and give yourself the best shot at a fair payout for both vehicle damage and any injuries.
Because every insurer prints its own forms, it can feel as though the rules change with each logo. In reality, the underlying process is almost identical nationwide, with only a few state quirks for Compulsory Third Party (CTP) injury claims. This guide walks you through the sequence in plain terms, flagging the deadlines and documents that matter so you can move from roadside stress to settled claim with confidence. Along the way, you’ll learn how to sidestep common delays and where to turn if a dispute flares.
Step 1: Make the Scene Safe and Meet Your Legal Duties
Safety comes first. Australian road laws require you to stop after a crash, assist anyone hurt, and swap details. Ignoring those duties attracts steep fines or even jail. Use the quick checklist below to stay safe and protect your rights.
Check for injuries and call 000 if needed
Check for bleeding or loss of consciousness, then call 000. The operator needs location, patient count, hazards and breathing status. Apply simple first-aid—pressure on wounds, gentle reassurance—until paramedics arrive.
Move to safety and secure the area
Activate hazard lights, place a warning triangle about 50 m back, and, if drivable, move cars off the road. Keep everyone behind a barrier to prevent secondary hits.
Exchange driver and vehicle information
Swap full name, address, licence, rego and insurer details. If the other driver baulks, photograph their plates and vehicle. Stay polite and never admit fault on the spot.
Record the scene immediately
Take photos of vehicle positions, damage, skid marks, road signs and weather. Save dash-cam footage. Gather witness names and numbers, or record a quick voice note while details are fresh.
Step 2: Notify Police, Insurer, and Any Third Parties Without Delay
Once the dust settles, the clock starts. Prompt notice to the police, your insurer, and—if you were hit— the other driver’s insurer keeps the car accident claims process legally valid and moving. Early contact doesn’t lock you into a final version of events; it simply preserves your rights and lets assessors begin their work while evidence is still fresh.
Police event number and state-based reporting portals
- Call 131 444 or use online portals such as NSW CrashLink or Queensland Policelink if officers don’t attend the scene.
- Record the event/reference number; almost every insurer will ask for it before opening a file.
- Failure to report crashes involving injury, towing, or suspected alcohol attracts fines and possible licence loss.
Contacting your own insurer
Have your policy number, basic accident facts, and the other driver’s details on hand. Most insurers offer:
- 24/7 phone hotlines
- Mobile apps with photo upload
- Web portals that issue an instant reference number
No comprehensive cover? You can still report the incident under third-party or CTP to flag potential liability claims.
Notifying other parties when you are not at fault
Send the at-fault driver (and their insurer, if known) a brief written “notice of intention to claim” stating the date, time, location, and damage incurred. Early notice increases the chance your excess will be waived and a hire car approved.
Time limits that can catch you out
- Property damage: insurer policies often demand notice within 24–48 hours, even though civil law allows up to six years.
- CTP injury claims: lodge within 28 days for back-pay of income loss and no later than three months in most states.
Missing these windows can shrink or even void entitlements.
Step 3: Gather and Organise All Supporting Documentation
Before you hit “Submit” on the claim form, corral every shred of evidence into one folder—digital or hard-copy. A tidy file speeds the assessor’s job and slashes follow-up emails. Use this quick checklist:
- Police event report
- Scene photos & dash-cam clips
- Witness details and statements
- Repair quotes or invoices
- Medical certificates and receipts
Police report, incident number, and traffic infringement notices
Keep the official event number handy. If a fine or breath-test result was issued, scan it as well—insurers rely on these to confirm fault.
Photographic and video evidence
Upload clear, timestamped shots: wide angle to show vehicle positions, then close-ups of each panel. JPEG or MP4 is usually fine; label files logically (e.g., RearDamage_Left.jpg).
Witness statements and contact details
Type a brief summary of what each witness saw and get them to sign or email back. If they later vanish, a signed note can stand in its place.
Quotes, invoices, and repair assessments
Most insurers want one itemised quote; a second may be requested for high bills. Keep originals until the claim is finalised for GST reconciliation.
Medical and treatment records (for injury claims)
File GP notes, physio invoices, and pharmacy receipts in date order. A simple spreadsheet tracking dates and costs helps prove ongoing losses.
Step 4: Lodge Your Car Insurance Claim Correctly the First Time
Notifying your insurer is only half the job—the claim is not “on the books” until you formally lodge it. Whether you tap through an app, upload a PDF, or speak to a claims officer, accuracy at this stage keeps the car accident claims process humming and prevents frustrating re-work later.
Information you must provide on the claim form
Have these basics ready: exact crash time and location, weather and road surface, police event number, diagram or photo sequence, full driver and vehicle details for every party, plus a witness list. Stick to facts; avoid speculation about fault.
Choosing between online, phone, and paper lodgement
Online portals and apps are quickest, letting you attach photos in one hit and receive an immediate reference number. Phone lodgement suits complex multi-vehicle smashes, while some state CTP schemes still insist on paper forms signed in ink.
Understanding and paying your excess
Most insurers ask for standard or age-based excess upfront by card; others deduct it from the settlement. Provide the at-fault driver’s insurer details—if liability is later accepted, your excess is refunded automatically.
Keeping evidence of lodgement
Save the confirmation email, PDF, or screenshot that shows date, time, and claim number. If no acknowledgement lands within 24 hours, ring the hotline and quote your policy number to verify receipt.
Step 5: Insurer Assessment, Repairs, or Total Loss Settlement
With your claim lodged, the file moves to the assessment stage—where insurers crunch the numbers, inspect the damage and decide whether to fix the car or pay it out. Staying responsive to calls and emails here keeps the car accident claims process moving.
Vehicle inspection and damage assessment
You’ll be booked into either a drive-in centre, a photo-based assessment or a mobile visit. Assessors measure panel gaps, scan paint depth and check chassis alignment to separate structural from cosmetic hits. Their report guides every dollar that follows.
Selecting a repairer: insurer-authorised vs your choice
Insurer-preferred shops usually mean speedier bookings, OEM parts and a lifetime warranty. You can nominate your own panel beater, but expect to cover any quote gap and possibly lose the guarantee—check your Product Disclosure Statement (PDS).
Hire car and alternative transport cover
Comprehensive policies often fund a hire car for up to 14–30 days, or until repairs finish if you’re not at fault. Stick to the daily rate cap and refuel receipts to avoid out-of-pocket extras.
When the car is declared a total loss (write-off)
If repair cost exceeds the insurer’s economic threshold, you’ll receive market or agreed value less salvage. Registration and CTP are cancelled automatically; personalised plates can be retained. Buying the wreck back is strictly regulated by state write-off laws.
Paying or refunding the excess
If you haven’t already paid, the excess is deducted from repair invoices or your settlement. Proved not-at-fault? The insurer chases the other driver and credits the excess back to you once recovery succeeds.
Step 6: Injury Compensation Through the CTP Scheme
Property repairs are only half the story. If you’re hurt, the Compulsory Third Party (CTP) schemes in every state run a parallel track to the car accident claims process, covering treatment costs and lost wages. The paperwork and deadlines differ by jurisdiction, yet the underlying principles are strikingly similar, so once you grasp the basics you can adapt them to your postcode.
Who is eligible for CTP benefits
CTP generally protects anyone injured by the negligent use of a registered motor vehicle: drivers, passengers, cyclists and pedestrians alike. Exclusions apply if you were committing a serious driving offence, in an unregistered car, or were wholly at fault in WA and SA fault-based systems. Children and blameless victims are usually covered regardless of fault.
What you can claim: medical, income support, lump-sum
Initial entitlements focus on reasonable treatment—GP visits, physio, surgery, medication and travel expenses. Weekly income support is typically capped at about 95 % of pre-injury earnings for the first 13 weeks, tapering thereafter. Once stabilised, you may seek lump-sum damages for future economic loss and pain and suffering where thresholds are met.
How to lodge a CTP claim in each major state
- NSW: Submit an Online Personal Injury Claim to the at-fault insurer within 28 days for back-pay, three months max overall.
- QLD: Complete the MAIC Notice of Accident Claim Form and serve it on both the insurer and MAIC.
- VIC: Lodge a TAC claim (phone or online) within 12 months.
- SA: Use the ReturnToWorkSA portal for income support, plus a separate CTP claim if another driver caused the crash.
- WA: File with ICWA; paper forms accepted up to three years.
Independent medical examinations and dispute resolution
Expect an insurer-funded Independent Medical Examination (IME) to test your injuries and work capacity. If you disagree with the assessment, follow the scheme’s internal review, then mediation or tribunal routes. Deadlines are strict, so diarise every notice and respond in writing to keep your benefits flowing.
Step 7: Handling Delays, Disputes, and Rejected Claims
Even the neatest file can bog down. When the car accident claims process drags or the insurer says “no”, knowing the escalation ladder prevents small hiccups turning into long-term headaches. Act promptly, keep everything in writing, and follow the steps below.
Common reasons claims stall
Missing documents, unclear liability, slow repair bookings, and national parts shortages are the usual culprits. A quick email attaching the requested evidence or offering alternative quotes often restarts the clock.
Internal dispute resolution (IDR) with your insurer
Ask for the matter to enter IDR Stage 1. Under the General Insurance Code of Practice the insurer must issue a written outcome (and reasons) within 45 days, or escalate it to Stage 2 automatically.
Escalating to external bodies
Still unhappy? Lodge a free complaint with the Australian Financial Complaints Authority for property damage, or the relevant state CTP regulator for injury benefits. Provide your claim number, timeline, and all correspondence; most decisions land within 90 days.
When to engage a lawyer
Consider legal help if injuries are severe, liability is denied, or multiple vehicles are involved. Many firms offer no-win-no-fee agreements, but always request a costs disclosure up-front.
Step 8: Closing the Claim and What Happens Next
Claim approved? There’s still a small tick-list before you can truly move on. Close the file properly, note any future cost impacts, and fine-tune your cover for the road ahead.
Receiving your settlement and final documents
Expect a settlement letter, lifetime repair warranty and any excess-refund receipt—store digital copies with your policy for easy reference.
Effect on your premium and no-claim bonus
If you were at fault, a premium loading may apply for up to three years; not-at-fault crashes usually preserve your no-claim bonus.
Protecting yourself against future losses
Consider upgrading from third-party to comprehensive cover, adjust your excess, stash an emergency kit, and keep that dash-cam rolling to streamline any future claim.
Ready to Move Forward After a Crash?
After the sirens fade and the paperwork is in, what’s next? Follow this eight-step roadmap:
- Safety first
- Notify police, insurers, third parties
- Collect rock-solid evidence
- Lodge the claim correctly
- Work with assessors on repair or payout
- Access CTP benefits if injured
- Chase delays or disputes smartly
- Close the file and review cover
Tick those boxes and you’ve done almost everything a pro claims manager would. The final task—securing sharper premiums and stronger cover—comes down to your insurer choice. Ready for competitive prices, lifetime repair guarantees and expert claims support? Spend two minutes comparing options with National Cover motor-insurance specialists and drive away with confidence.
