Car Insurance Claims Process: How To File And Manage Claims

A collision, theft or unexpected damage to your car can leave you feeling rattled — and the thought of dealing with insurance paperwork rarely makes things easier. Yet, knowing exactly what to do in those crucial first hours and days can make all the difference. Whether you’re a private driver, a business owner or part of the gig economy, a clear, step-by-step approach ensures you’re protected, your rights are upheld, and you get back on the road faster.

This guide unpacks the entire car insurance claims process in Australia, from the moment an incident occurs to the final resolution — including what to do at the scene, how to collect evidence, lodge your claim, and what to expect along the way. You’ll also find tips for handling disputes and getting the most out of your policy. Throughout, you’ll discover how National Cover’s focus on expert support, competitive pricing and genuine customer care can help transform a daunting process into a straightforward experience.

Let’s take the guesswork out of your next claim and set you up with the clarity and confidence you deserve.

Step 1: Ensure Safety and Secure the Scene

Your first priority after any incident is to safeguard people, not property. A moment’s hesitation can make all the difference if there’s unseen damage to the road or another vehicle. Taking a few simple steps at the outset can protect lives and minimise further risk, setting the tone for a smoother claims process.

Once you’ve confirmed everyone is clear of immediate danger, it’s time to manage traffic and hazards. A secure scene keeps onlookers and passers-by safe, while also preserving the evidence you’ll need to support your claim. Keeping your wits about you in those early minutes pays dividends later.

Before you move on to exchanging details or gathering photos, make sure the area itself isn’t a threat. If the incident took place on a busy road or under poor lighting, use what you have—hazard lights, high-visibility vests or warning triangles—to protect yourself and others.

Prioritise Personal Safety

If you have a high-visibility vest, put it on before exiting your vehicle.
Check every occupant for injuries, however minor they seem—shock can mask symptoms.
Never re-enter a vehicle that is in a precarious position or at risk of further collision.

Contact Emergency Services if Required

Dial 000 immediately in the case of serious injury, fire, or if the scene poses a clear threat to life.
For a police attendance at non-fatal crashes or to report theft, call 13 14 44.
If you’re in doubt about the severity, err on the side of caution and involve the authorities—your insurer will appreciate the official report.

Secure the Accident Scene

Move vehicles off the main carriageway if it’s safe and legal to do so; try to leave them in neutral, with handbrakes off if you’re on flat ground.
Activate your hazard lights and place warning triangles or flares at least 20 metres away from both ends of the vehicles.
Ask passengers or bystanders (at a safe distance) to help direct traffic, but give clear instructions and maintain a safe perimeter around the scene.

Step 2: Exchange Information and Collect Evidence

Once the scene is secure, it’s time to gather the facts. Insurers need reliable information to assign fault, assess damage and settle your claim without hitches. Taking the time to collect complete details at the outset can save you headaches down the track. Think of this as building your claim dossier — the more organised it is, the smoother everything else will run.

Begin by swapping particulars with the other driver(s), then turn your attention to anyone who saw what happened. Finally, use your camera or smartphone to capture the scene from every angle. That photographic record often proves indispensable when reconstructing events.

Exchange Driver and Vehicle Details

Make sure you note all of the following for every vehicle involved:

Full name and residential address of the driver
Contact number (mobile or landline)
Driver’s licence number and its state of issue
Vehicle registration, make and model
Insurer name and policy number

Record these details carefully. Jot them down in a notebook or enter them directly into your phone. If any fields don’t apply, enter “N/A” rather than leaving them blank.

Gather Witness Information

Eyewitness accounts can be the tie-breaker when fault isn’t clear. A brief statement from a passers-by or neighbouring motorist could corroborate your version of events.

Ask witnesses for their full name and best contact method (phone or email).
Request permission to note a very short summary of what they saw—just a sentence or two.
If someone offers to send you photos or a dash-cam clip later, get their contact details so you can follow up.

Always be polite and thank them for their help. A witness who feels respected is more likely to stay engaged if you need further information.

Document the Scene with Photos and Videos

Visual evidence speaks volumes—even days after the accident. Aim to capture both the big picture and the fine details:

Wide-angle shots showing the positions of all vehicles and any nearby landmarks.
Close-ups of damage on each car: dents, broken lights, paint transfers.
Images of road conditions, skid marks, potholes or debris that may have contributed.
Photos of traffic signs, line markings and any obstructions (e.g. overgrown foliage).

Try to shoot from several vantage points and keep your timestamps intact. If video is easier, walk slowly around the scene while narrating what you see. That commentary can add valuable context when it’s time to review your claim.

Step 3: Obtain an Official Police Crash Report (If Applicable)

In some incidents, having an official police crash report can be a game-changer for your car insurance claim. Whether you’ve been a victim of theft, involved in a hit-and-run or the circumstances of the accident aren’t clear, a formal document from law enforcement carries weight with insurers. It not only adds credibility to your version of events but can also speed up fault determination and claims approval. Before you skip this step, take a moment to check whether your scenario calls for a police report and how you can get one.

When to Request a Police Report

You don’t need a police report for every bump or scratch, but it’s essential in certain situations:

Stolen or maliciously damaged vehicles—your insurer will want the official record.
Hit-and-run accidents where the other driver can’t be located.
Any incident involving significant injury, death or substantial property damage.
Cases where fault is disputed or unclear and you need an independent account.

By lodging an official report, you create a timestamped, impartial account of the incident. This acts as a cornerstone for your claim, reducing back-and-forth with your insurer over who was at fault.

How to Apply Online via NSW Police

If your incident occurred in New South Wales, you can obtain a crash report through the NSW Police Community Portal:

Visit the NSW Police Community Portal:
Request a Police Report for Insurance Claims
Enter your COPS event number (provided when you spoke to police on the day).
Supply your email address and contact details for correspondence.
Complete the online form and pay the associated fee via credit card or PayPal.

Having all the required information to hand—your incident date, location and COPS number—will streamline the application and reduce delays.

Processing Time and Fees to Expect

Once you’ve submitted your request, you can generally expect:

A turnaround of around 10–15 working days for the report to arrive.
A modest application fee (usually under $30), payable at the time of submission.
Delivery via email in PDF format—handy for forwarding to your insurer immediately.

Keep a copy of your payment receipt and download the PDF as soon as it’s available. Attaching that report to your claim file ensures there’s no question about when you requested the information.

Step 4: Review Your Car Insurance Policy and Cover

Before you submit any paperwork, it pays to revisit your policy. Insurance documents can feel dense, but understanding exactly what’s included (or excluded) will help you manage expectations and avoid surprises further down the track. Take time to locate your Certificate of Insurance, Product Disclosure Statement (PDS) and any supplementary guides—these are the blueprints for your cover.

Reading through your policy also helps you spot any optional extras you’ve added, such as rental car cover or windscreen protection. Armed with that knowledge, you’ll know precisely which benefits to claim and how they apply to your situation. With each section clearly mapped out, you’ll lodge a more accurate claim and speed up the assessment process.

Identify Your Policy Type and Cover Limits

First, confirm which policy category you hold:

Comprehensive Cover: Your vehicle, third parties and eligible extras (roadside assistance, windscreen repair) are insured. If you’re at fault, you’ll still be covered for repairs or a payout.
Third-Party Property Damage (TPPD): Only damage you cause to other vehicles or property is covered. You won’t be reimbursed for damage to your own car.
Third-Party Fire & Theft: Extends TPPD to include loss or damage to your vehicle caused by fire or theft, but not collision damage for which you are at fault.

Check the dollar limits attached to each section. For example, if your PDS lists a $50,000 limit for third-party property damage and your repair estimate comes in at $65,000, you’ll need to cover the shortfall yourself.

Review the Product Disclosure Statement (PDS) and TMD

The PDS is where you’ll find:

Full descriptions of inclusions, exclusions and policy conditions
Detailed examples of covered events
Step-by-step claims procedures

It’s not bedtime reading, but it’s worth skimming headings and the glossary to familiarise yourself with key terms.

The Target Market Determination (TMD), a companion document, explains who the policy is designed for and any distribution conditions set by regulators. While less technical, the TMD clarifies whether your personal circumstances—such as commercial use or rideshare driving—match the intended customer profile.

Check Excess Levels and Waiver Conditions

Your excess is the amount you agree to pay before National Cover settles the rest. Common types include:

Basic Excess: A flat fee per claim
Age-Based Excess: Additional charge for younger or less-experienced drivers
Windscreen Excess: Often lower or waived for windscreen repairs only

Excess waivers may apply under certain conditions:

You’re deemed not at fault and provide the at-fault driver’s insurance details
Repairs are carried out by one of National Cover’s approved repairers
You lodge your claim within the stipulated time limits (see Step 5)

Double-checking these figures—and the circumstances that allow a waiver—can save you unexpected out-of-pocket costs and ensure you claim every benefit you’re entitled to.

Step 5: Notify Your Insurer Promptly

Once you’ve got the basics covered—safety, evidence gathering and any police report—contacting National Cover swiftly is crucial. Insurers generally include reporting timeframes in their terms, and missing these windows can lead to delayed handling or even denial of your claim. At National Cover, we strive to acknowledge your notification quickly and guide you through the next steps with expert support.

Reporting Time Limits and Potential Penalties

Most policies require you to inform your insurer within 24 to 72 hours of an incident. Failing to meet this deadline might mean:

A delayed assessment while National Cover seeks more details
Potential loss of entitlement to certain benefits (like excess waivers)
In rare cases, rejection of your claim if timely notification is a policy condition

Even if you’re still arranging documents or waiting on a police report, a quick “heads up” to National Cover can protect your position and demonstrate you’ve acted in good faith.

Methods for Notifying National Cover

You can let us know about your incident via whichever channel suits you best:

Phone: Call our claims team on 1300 123 456 for immediate assistance
Email: Send a brief summary and your contact details to claims@nationalcover.com.au
Online: Log into our claims portal and complete the notification form

Whichever route you choose, you’ll receive an acknowledgement—usually within one business day—so you know your claim has entered our system.

Information to Include in Initial Notification

When you notify us, it helps to have the following on hand:

Policy number and the name on the policy
Vehicle registration, make and model
Date, time and location of the incident
A concise description of what happened
Any immediate needs, such as towing or a hire car

By flagging emergency benefits up front (for example, 24×7 towing or a replacement vehicle if you’re not at fault), we can fast-track any urgent arrangements and keep you moving.

Step 6: Complete and Submit Your Claim Form

By now, you’ve gathered all the essential facts and reviewed your cover. The next step is to translate that information into a clear, accurate claim form. Taking the time to fill in every detail correctly and attaching the right documents can significantly speed up assessment and reduce back-and-forth with your insurer.

Begin by locating your policy number and any reference numbers (for example, your police report or COPS event number). Have your notes and photos at hand so you can work through each section in one go. Rushing or leaving fields blank often leads to delays, so carve out a quiet moment to focus on the form.

How to Fill Out the Claim Form Accurately

Match your records: Double-check dates, times and locations against your diary, dash-cam footage or incident notes. A mismatch—even by a day—can trigger questions from your assessor.
Spell names consistently: Use the exact spelling of names and addresses as they appear on licences and registration certificates.
Use “N/A” rather than leaving blanks: If a field doesn’t apply (for example, you have no co-driver), enter “N/A” instead of omitting it. Blank boxes can hold up your claim.
Watch for common pitfalls: Avoid abbreviations (e.g. “St” for “Street” or “Dr” for “Drive”), ensure your handwriting is legible if filling by hand, and stick to the word or character limits provided.

Attaching Supporting Documents

A claim form is only part of the story. Your insurer will expect corroborating evidence to confirm details and speed up approval:

Photos and videos: Upload high-resolution images of damage, scene overview shots and any relevant weather or road-condition evidence.
Police report: If you obtained a crash report (see Step 3), include the PDF in full.
Witness statements: Scanned or photographed statements signed and dated by each witness.
Repair estimates or invoices: Any quotes you’ve already gathered for tow-truck, hire-vehicle or repair costs.
Other receipts: If you’ve already paid for emergency accommodation or alternative transport, include those invoices too.

Tip: Rename each file descriptively (e.g. “RearBumper_2025-07-15.jpg” or “PoliceReport_COPS123456.pdf”). That way, your assessor can find what they need at a glance.

Submitting the Form via National Cover’s Portal

National Cover’s online portal offers a guided process to lodge your claim and attach supporting documents in one session:

Log in at https://nationalcover.com.au/claims/ using your policy credentials.
Select “Start a New Claim” and enter your policy number, incident date and a brief summary.
Work through each section of the form, referring to your pre-filled notes for consistency.
When prompted, upload your photos, police report and any other attachments. The portal accepts PDF, JPG and PNG formats.
Review every field in the “Claim Summary” before hitting “Submit”.
Once submitted, you’ll see a confirmation screen with your claim reference number. Save or screenshot this, and watch for an email copy of your submission.

After submission, you’ll receive an email acknowledgement—usually within one business day—confirming your claim has entered National Cover’s assessment queue. Keep that confirmation handy, as it’s your proof of timely lodgement and your gateway to the next steps in the process.

Step 7: What to Expect During Claim Assessment

Once your claim lands in National Cover’s hands, it moves into the assessment phase. This is where we verify details, determine liability and calculate the cost of repairs or replacement. While it may feel like a waiting game, understanding the key milestones and what happens behind the scenes will help you stay informed and reduce any anxiety.

You’ll usually hear from an assessor or adjuster—either by phone or email—within a few days of lodging your claim. They’ll introduce themselves, outline any missing information and explain the next steps. From there, your claim follows a structured process designed to meet the industry’s transparency and timeliness standards.

Standard Response Timeframes

Under the General Insurance Code of Practice, insurers must acknowledge and act on claims promptly:

Within 10 business days of receiving all required information, National Cover will advise whether the claim is accepted, denied or pending further investigation.
If more details are needed, we’ll let you know exactly what we’re missing and an estimated timeframe for decision-making.
Once your claim is in progress, we’re obliged to update you at least every 20 business days on its status, unless we’ve agreed on a different schedule.

These deadlines exist to keep things moving and to give you clarity on where your claim stands.

The Role of Assessors and Adjusters

Assessors and adjusters are specialists tasked with reviewing the facts and figures of your claim. Their responsibilities include:

Inspecting damage: this may be via photos you’ve provided, a virtual assessment or an on-site visit to one of our approved repairers.
Evaluating liability: they piece together evidence—witness statements, police reports and scene photos—to confirm who’s at fault.
Preparing repair cost estimates or total-loss valuations: using industry‐standard tools, they calculate what it’ll take to get you back on the road or issue a payout.
Liaising with repairers and other parties: if an independent adjuster is needed (for complex or large-scale claims), they coordinate inspections and share findings with you.

Their role is to act impartially and ensure that any settlement reflects your policy terms and the real cost of damage.

Providing Additional Information on Request

Sometimes, extra documentation or clarification is required. If National Cover asks for more information:

Respond promptly: the quicker you supply police reports, witness statements or additional photos, the faster your claim can progress.
Label your files clearly: use descriptive names (e.g. PoliceReport_12345.pdf or SideMirrorDamage_2025-07-15.jpg) when you upload them.
Keep a record of communications: note the date, time and the name of the assessor or adjuster you spoke to—this saves time if anything needs revisiting.

By staying responsive and organised, you help avoid unnecessary delays and ensure your claim remains on track.

Step 8: Arrange Repairs and Access Replacement Vehicles

With your claim accepted, the next priority is getting your vehicle fixed and, if you’re entitled to one, organising a replacement car. National Cover offers a choice between using our approved repairer network—which comes with direct billing, genuine parts and a lifetime workmanship guarantee—or, if your policy allows, selecting your own repairer. If your claim is not at fault or you’ve added optional hire-car cover, you can also arrange a temporary vehicle so you’re not left stranded.

Using National Cover’s Approved Repairer Network

Choosing one of National Cover’s approved repairers comes with several advantages:

Direct billing to National Cover, so you don’t have to chase invoices or reimbursements.
Use of genuine or manufacturer-approved parts, ensuring repairs meet factory standards.
A lifetime guarantee on workmanship for as long as you own the vehicle—if anything goes wrong, the repairer will fix it at no extra cost.
Fast track through the repair queue, with preferred scheduling and priority handling for National Cover clients.

If you decide to use an approved repairer, your assessor will provide contact details and, in many cases, book the appraisal and repair appointment for you. This seamless handover keeps the process moving and avoids any unexpected out-of-pocket expenses.

Organising a Replacement Vehicle (If Covered)

If your policy includes a hire-car benefit or you’re not at fault, you may be eligible for a replacement vehicle while yours is in the workshop:

Eligibility typically hinges on fault determination, the type of cover you hold and any optional extras you’ve chosen.
Most policies cover a daily hire-car rate up to a set limit, or a fixed number of days until your car is roadworthy again.
To arrange your replacement vehicle, simply advise the assessor at the time of claim approval or call our claims team to confirm booking details and collect the vehicle at a nearby rental partner.

Be sure to check the maximum daily limit, total hire-days allowed and any requirements for drivers’ licences or insurer authorisation before you sign the hire agreement.

Monitoring Repair Progress and Quality

Staying informed about repair progress helps you plan your return to the road:

Check in with the repairer regularly—weekly calls or emails can give you clear timelines and flag any unforeseen delays.
National Cover’s team also offers status updates; let us know if you’d prefer SMS, email or a phone call.
Inspect completed work carefully before collecting your vehicle, ensuring panels align, paint matches and all features function correctly.

If anything doesn’t meet your expectations, contact both the repairer and National Cover immediately. With our lifetime workmanship guarantee and commitment to customer care, we’ll resolve any issues quickly so you drive away in confidence.

Step 9: Pay Your Excess and Understand Your Costs

The excess is the portion of a claim you agree to cover before National Cover settles the balance. Knowing which excesses apply, and when you’ll need to pay them, helps you budget for any out-of-pocket expenses. This section breaks down the various excess types, how to pay National Cover, and strategies to keep your costs to a minimum.

Types of Excess and How They Apply

National Cover policies may include one or more of the following excesses:

Basic Excess: A fixed amount you pay on every claim, set when you take out your policy.
Age-Based Excess: An additional fee for younger or less-experienced drivers, reflecting higher risk profiles.
Kilometre-Based Excess: A sliding scale based on your annual distance driven; the more you travel, the higher this excess.
Windscreen Excess: Often lower than the basic excess, or sometimes waived altogether for windscreen repairs.

Each excess is triggered by different claim scenarios. For example, if you crack your windscreen and have windscreen cover, you may only pay the windscreen excess. If you’re found at fault in an accident, the basic (plus any age-based) excess applies. Always check your Product Disclosure Statement to confirm the exact amounts and conditions for each excess type.

How to Pay Your Excess to National Cover

Paying your excess is straightforward and can be done in several ways:

Online: Log into the National Cover claims portal, select your claim and follow the “Pay Excess” prompts.
Phone: Call our claims team on 1300 123 456 and arrange payment by credit or debit card.
In Person: If you’re visiting an approved repairer for assessment, you can settle the excess directly with them (they’ll process the payment on our behalf).

Typically, you’ll be asked to pay the excess once your claim is approved but before repairs commence or any cash payout is issued. Your claims assessor will confirm the deadline, so you can plan accordingly.

Minimising Your Out-of-Pocket Expenses

While some costs are unavoidable, there are ways to limit what you pay yourself:

Use an Approved Repairer: National Cover offers an excess discount when you choose one of our preferred repairers. They also provide lifetime warranties on workmanship, reducing the risk of additional repair bills.
Negotiate Repair Quotes: If you obtain multiple quotes, share them with your assessor. We’ll work with you to ensure the estimate is fair and reflective of genuine parts and labour rates.
Leverage Additional Benefits: Depending on your policy, you may be entitled to perks such as free replacement cars (for not-at-fault claims), 24×7 towing or even accommodation cover if you’re stranded. Confirm these extras at the time of notification (see Step 5) to avoid paying privately later.

By understanding excess structures, organising prompt payment and making the most of your policy benefits, you can keep unexpected costs to a minimum and focus on getting back behind the wheel.

Step 10: Receiving Your Settlement or Payout

Once your assessor has confirmed that repairs are uneconomical or your vehicle is beyond salvage, it’s time to discuss your settlement. Whether you’re arranging a simple repair order or accepting a total-loss payout, understanding how your policy determines value—and how that translates into cash in your bank—is vital. This section covers the two valuation methods insurers use and walks you through calculating and, if necessary, negotiating your final payout.

Agreed Value vs. Market Value Settlements

Insurance policies typically fall into one of two camps when it comes to valuing a written-off vehicle:

Agreed Value: You and National Cover agree on a fixed sum when you take out your policy—common for classic, imported or fleet vehicles. If your car is stolen or a total loss, you’ll receive that pre-agreed figure (minus any excess). Learn more about how this applies in a vehicle theft insurance claim.
Market Value: Your car’s worth is assessed at the time of loss, based on factors like age, kilometres travelled, condition and recent sales of similar models. While it can feel less predictable than an agreed value, it often reflects current market trends for everyday vehicles.

Knowing which method applies to your cover helps you set realistic expectations and plan for any shortfall in funds if your settlement falls below what you might need for a replacement.

Calculating Your Final Payout Amount

Once the valuation method is clear, National Cover will determine your final payout using a simple calculation:

Policy Value – Excess – Salvage = Final Payout

Policy Value: the agreed or market value of your vehicle
Excess: the amount you agreed to pay under your policy (see Step 9)
Salvage: any value retained by you if you keep the wreck (sometimes offered as a trade-in credit)

For example, if your agreed value is $25,000, your combined excess is $750 and the salvage value is $1,200, your final payout would be:

$25,000 – $750 – $1,200 = $23,050

National Cover will email you a breakdown of this calculation so you can check each line item and verify that the figures match your policy details.

How to Negotiate If the Offer Seems Low

If you believe the market-value assessment doesn’t accurately reflect your car’s pre-loss condition, you’re entitled to challenge it:

Gather comparables: Search recent sales listings or private-sale platforms for vehicles that match your make, model, year and condition.
Compile maintenance records: Service history, recent upgrades or new tyres all add value. Present these receipts alongside your comparables.
Submit your evidence: Send your documents and screenshots to your assessor, referencing your claim number and the specific line in the valuation you’re contesting.
Request a re-inspection: If physical condition is in dispute, ask for an on-site review or a second opinion from one of our approved adjusters.

Stay polite and factual in your communication. Negotiations can take a few days, but by backing your request with solid data, you increase the chance of boosting your settlement toward a fair outcome.

Step 11: Handling Disputed or Denied Claims

Even with the best preparation, a claim can sometimes be declined or only partially accepted. If you’re unhappy with the outcome, it’s important to know your options. National Cover provides an Internal Dispute Resolution (IDR) process designed to resolve issues quickly and fairly. If you still feel your claim hasn’t been handled correctly, you can escalate your concerns to the Australian Financial Complaints Authority (AFCA) – an independent body that adjudicates insurance disputes.

Using the Insurer’s Internal Dispute Resolution

National Cover’s Internal Dispute Resolution process allows you to challenge a decision without leaving your claim in limbo. Here’s how it typically works:

Timeframes: You can lodge an IDR request at any time, but National Cover aims to resolve disputes within 30 calendar days of receipt.
How to Lodge: Submit your dispute in writing (via email or post) or over the phone. You’ll need your claim reference number, policy number and a clear description of the issue. Refer to the contact details in your Product Disclosure Statement or call your claims assessor to get the correct email or postal address for the IDR team.
What to Include: Outline the reasons you disagree with the decision and specify the outcome you’re seeking. Attach any supporting documents—photographs, medical reports or repair estimates—to strengthen your case.

Once National Cover receives your request, an IDR officer will review all correspondence, reassess the facts and provide a formal response. This written outcome will explain whether the original decision stands, is amended or is overturned.

Escalating to the Australian Financial Complaints Authority (AFCA)

If you remain dissatisfied after exhausting National Cover’s IDR process, you can take your dispute to AFCA. Key points to remember:

Eligibility: You must have received a final IDR response from National Cover and lodge your AFCA complaint within 2 years of that decision.
How It Works: Visit AFCA’s website to start your complaint online or call them for guidance. AFCA will acknowledge your case, then facilitate conciliation between you and National Cover. If conciliation doesn’t resolve the matter, AFCA will make a determination that is binding on the insurer. For a detailed overview, see What to Expect in the AFCA Process.
No Cost: AFCA’s service is free for consumers, ensuring you have access to an impartial review without additional fees.

By going through AFCA, you gain an independent assessment of your case, with outcomes that both you and the insurer must honour.

Preparing Documentation for Escalation

A well-organised file can be decisive when your dispute reaches AFCA. Compile:

All correspondence: emails, letters and notes from phone calls, including dates and names.
Policy documents: your PDS, Certificate of Insurance and any endorsements or updates.
Claim materials: the original claim form, assessor reports, repair quotes, invoices and photographs.
Evidence of losses: medical bills, hire-car receipts or other out-of-pocket expenses.
Timeline: a concise chronology of events, from the date of the incident through each step of your claim and dispute.

Present your evidence in a clear, chronological order. AFCA and National Cover’s IDR team will appreciate the structure, making it easier to focus on resolving the core issues rather than hunting for missing pieces.

Step 12: Track Your Claim Progress and Communicate

Once your claim is in motion, staying in the loop makes all the difference. Proactive communication not only keeps your mind at ease but also helps nip any potential delays in the bud. By using National Cover’s tracking tools and following a few simple routines, you’ll have clear visibility over each stage of your claim.

Using National Cover’s Claim Tracking Tools

National Cover offers a dedicated online portal where you can monitor your claim from start to finish. After lodging your claim, log in at nationalcover.com.au/claims/ to view real-time updates. The portal will display status labels such as “Assessment Underway,” “Repair Booked” or “Payout Approved,” giving you a snapshot of where things stand.

In addition to the portal, you can opt in for automatic notifications. Choose to receive email alerts or SMS messages whenever your claim moves to the next phase. These notifications often include brief notes from your assessor—anything from a request for extra documentation to confirmation that your excess has been processed. That way, you don’t have to keep refreshing the portal; you’ll know the moment there’s news.

Best Practices for Regular Follow-Ups

Even with automated updates, a quick check-in can be reassuring—especially for more complex claims. As a rule of thumb, consider a brief weekly call or email to your assigned assessor. This helps you reaffirm timelines, address any emerging issues and demonstrate that you’re engaged in the process.

When you do get in touch, jot down key details from the conversation:

The date and time of your contact.
The name of the person you spoke with.
A concise summary of the discussion—what was confirmed, any new requests or revised timeframes.

Keeping a log of these interactions means you won’t have to rely on memory if questions arise later. And if anything falls through the cracks, you’ll have a reliable record to remind both you and National Cover of agreed next steps.

Keeping Your Information Current

Circumstances can change—perhaps you notice fresh damage, your bank details have changed or you need to update your repair preferences. In such cases, prompt notification is crucial. Log into the portal or call 1300 123 456 as soon as possible to advise National Cover of any new information.

Accurate contact details ensure you won’t miss important calls or emails. And if your policy includes hire-car benefits, confirming your availability and preferred pickup location will help National Cover arrange alternative transport without unnecessary back-and-forth. By maintaining up-to-date information, you keep your claim on track and avoid avoidable hold-ups.

Tracking your claim and communicating clearly—whether through the portal, automated alerts or direct conversations—helps transform a potentially stressful experience into a well-managed process. With National Cover’s tools and these simple best practices, you’ll know exactly where your claim stands at every turn.

Step 13: Preventative Tips for Future Claims

A little preparation today can mean a lot less hassle tomorrow. By keeping detailed records, reviewing your policy regularly and making the most of your policy’s extras, you’ll set yourself up for smoother claims and fewer surprises down the track. Here are some simple, proactive steps to consider.

Maintaining Detailed Records and Photos

At the start of every new policy period—or whenever you make changes to your vehicle—take a full set of photographs. Capture the car from all angles, including interior shots and close-ups of any modifications or accessories. Save copies of receipts for upgrades, servicing or aftermarket fittings. If you drive in a commercial capacity, keep a logbook that records dates, trips and kilometres. These records become invaluable when agreeing an pre-loss valuation or demonstrating that damage wasn’t already present.

Reviewing and Updating Your Coverage Annually

Your motoring needs evolve over time. Before renewal, think about new drivers in your household, changes to your annual mileage or any fresh business or rideshare commitments. If your circumstances have shifted, update your policy to avoid underinsurance or unexpected exclusions. As you review, remember National Cover’s Price-Beat Guarantee—if you find a lower comparable quote, we’ll aim to match it and beat it, keeping your renewal both competitive and comprehensive.

Utilising Additional Policy Benefits

Don’t overlook the extras that could save you money and stress in the event of another claim. If you carry rental cover, note the daily limits and booking process so you can arrange a hire car without delay. Make sure you understand when 24×7 towing applies, and how choosing an approved repairer earns you excess discounts and a lifetime workmanship warranty. Extras like windscreen cover or public liability can fill gaps you didn’t know existed—familiarise yourself with these before you need them, and you’ll enjoy a genuinely hassle-free experience next time around.

Next Steps to a Hassle-Free Claims Experience

Putting these steps into action is the best way to take the stress out of a motor insurance claim. From securing the scene to tracking progress online, each stage you complete carefully helps your assessor work more efficiently and gets you back behind the wheel sooner. Keep your notes, photos and policy details organised in one place—your claim becomes far easier to manage when everything’s at your fingertips.

Don’t wait until you need to make a claim to familiarise yourself with the process. Bookmark the National Cover claims portal, save key contact numbers in your phone and review your policy every year so you’re always clear on your cover limits and excesses. A few minutes spent now can save hours of follow-up later.

Ready to simplify your next car insurance experience? Explore our cover options, compare a quote in under five minutes and discover why so many drivers trust National Cover for competitive pricing, rapid response and genuine support. Let’s make your next claim as hassle-free as possible.