You step outside and discover your car is missing. For more than 60,000 Australians in 2023 alone, this scenario became an unwelcome reality, according to the Australian Bureau of Statistics. The shock and inconvenience of vehicle theft can be overwhelming—but acting swiftly and methodically can make all the difference to your financial outcome and peace of mind.
Knowing what to do next isn’t just about ticking boxes for your insurer. A clear, well-organised approach helps you avoid common traps, minimises delays, and ensures your claim is processed efficiently. Whether you’re a private car owner, rideshare driver, or managing a business fleet, understanding each step in the vehicle theft insurance claim process is essential to safeguarding your interests.
This guide breaks down the process into five straightforward steps, from confirming your car has truly been stolen through to lodging your claim and navigating the insurer’s requirements. With practical tips and insider know-how, you’ll be equipped to handle police reports, provide the right documentation, and stay on top of your claim every step of the way.
If you’re insured with National Cover or simply want to know what to expect from a customer-focused claims process, read on—these steps will help you move from panic to resolution with confidence.
Step 1: Confirm Your Vehicle Has Been Stolen
Discovering your car is missing is unsettling, but before jumping to conclusions, take a moment to rule out common mix-ups. Your vehicle may have been towed for parking violations, borrowed by someone who forgot to tell you, or simply misplaced in a sprawling carpark. A few quick checks can save you time and preserve crucial evidence.
Above all, avoid disturbing the area around where you last parked. Touching garage handles, moving debris or cleaning up broken glass can erase fingerprints and other clues. With a clear head and a systematic approach, you’ll know when it’s time to involve the authorities.
Check for Towing and Impound Notices
If you parked in a busy or restricted zone—such as a private shopping-centre carpark, construction site or tow-away area—there’s a chance your car has been impounded. Look out for tow-away signs displaying a contact number, website or QR code. Most councils and state road authorities (for example, VicRoads in Victoria) maintain online lists of towed vehicles. A quick call or online search will confirm whether your car has been moved legally.
Rule Out Family or Work Use
Sometimes the simplest answer is the right one. Ring flatmates, family members or colleagues to check if anyone has borrowed your car without letting you know. If you use parking or navigation apps, review your last booked location—your phone’s history could hold the key to where you left it.
Preserve the Scene
If you do find signs of forced entry—shattered glass, damaged locks or scuff marks—resist the urge to tidy up. Preserving debris and damage helps police reconstruct events and collect forensic evidence. Instead, take clear photos of the scene from multiple angles and leave everything exactly as you found it. These images will support both your police report and your insurance claim.
Step 2: Report the Theft to the Police
Reporting your vehicle missing to the police without delay is crucial. The sooner authorities are alerted, the higher the chances of recovering your car—and the faster you can move on with your claim. In most states you can dial 000 if you spot someone driving your vehicle, or use the non-emergency line to file a report. Some jurisdictions also let you lodge a report online, saving you a trip to the station.
Contacting Your Local Police
To report a stolen car:
- Call 000 if you believe the vehicle is in immediate danger or in motion.
- Use your state’s non-emergency line (for example, 131 444 in Victoria) or check your local force’s website:
- New South Wales Police Force: Online Crime Reporting
- Queensland Police Service: Online Reporting
- Online reporting can be quicker for non-urgent thefts; simply follow the prompts, submit your details and retain any reference numbers issued.
When you call, be ready to explain what happened, where your car was parked and when you last saw it. Expect a short wait time for non-emergencies but remain on the line until you receive confirmation that your report is logged.
Providing Detailed Vehicle Information
Supplying precise information helps police locate and identify your vehicle. Have these details to hand before you call or go online:
- Make, model, year and colour
- Registration (number plate)
- VIN (Vehicle Identification Number)
- Any distinguishing features—dents, decals or aftermarket modifications
- Exact location and time when you last saw the vehicle
The VIN is a 17-character code often found on your registration certificate, inside the driver-side door jamb or in the owner’s manual. It’s critical for deterring “re-birthing” scams, where stolen cars are given false identities.
Obtaining Your Police Reference
After filing your report, the officer will provide:
- Their name and rank
- The police station handling your case
- Your incident or reference number
This information is essential for your insurer and for any follow-up enquiries. If you file online, take a screenshot of the confirmation. For phone reports, write the details down immediately and keep them with your other claim documents.
Step 3: Notify National Cover and Start Your Claim
Once the police report is lodged, you’re ready to inform National Cover and kick off the insurance claim. Acting quickly ensures your case is allocated without delay, so have your policy details and police reference number close at hand. You can choose between a phone call or the convenience of an online submission—whichever suits you best.
Calling the National Cover Claims Team
If you prefer to speak directly with an adviser, dial National Cover’s 24/7 claims line on 07 2139 6418. Expect a friendly team member to:
- Confirm your identity and policy number
- Record the police reference and a brief summary of the theft
- Outline the next steps and any immediate requirements
Tip: As you go through the call, note the date and time, the name of the agent you speak to and any reference or claim ID they provide. This helps you track progress and speeds up any follow-up enquiries.
Completing the Online Claim Form
For a digital-first approach, head to the online claim form on National Cover’s website. You’ll be prompted to fill in key fields such as:
- Incident date, time and location
- Your policy number and contact details
- Police station, officer’s name and report/reference number
Once submitted, you’ll receive an automated acknowledgement. Consider saving a PDF copy or taking a screenshot of the confirmation page so you have proof of your lodge date and claim ID.
Recording Your Claim Reference
Whether you call or go online, you’ll be given a claim reference—or claim ID—that links all your documentation to a single case. Keep a running log with entries like:
| Date | Time | Contact Method | Contact Name / Agent ID | Reference Number |
|---|---|---|---|---|
| 15 Jun 2025 | 09:42 | Phone call | Jane Smith (Agent 204) | CLM1234567 |
| 15 Jun 2025 | 10:05 | Online form | — | CLM1234568 |
This simple diary ensures you—and any additional stakeholders—can quickly retrieve critical details throughout the claim process.
Step 4: Gather and Submit Required Documentation
Before National Cover can assess your claim, you’ll need to assemble the essential paperwork and any supporting evidence. Having everything ready not only speeds up the process but also prevents avoidable back-and-forth. Use the checklist below to ensure you haven’t missed anything:
Essential Documents
- Completed claim form
- Copy of your driver’s licence
- Vehicle registration papers
- Police report or reference number
- Proof of ownership (finance statements or bill of sale)
Optional Evidence
- CCTV or dashcam footage capturing the theft
- Photographs of damage or the scene
Claim Form Completion Tips
Filling out the claim form accurately is your first hurdle. Double-check each field for typos, and don’t leave any sections blank—insurers often flag incomplete forms as “pending”, which can slow down your file. If the form asks for dates and times, use the exact details from your police reference. When it comes to signatures, sign in the same style as your licence to avoid any discrepancy.
If you’re using the online portal, name your draft file Surname_ClaimForm_DDMMYY before uploading. That way, your adviser can instantly identify which document belongs to which file. For paper submissions, staple or clip related pages together in chronological order to keep everything neat.
Police Report and Vehicle Papers
Your police reference is the linchpin of the theft claim. Ensure the copy you send is legible—scans should be at least 300 dpi and photos taken in good light. Use a clear file name like PoliceReport_ReferenceNo.pdf.
When submitting your registration certificate and proof of ownership, provide clear scans or photos of both the front and back. If your car is under finance, include the latest statement from your lender or a copy of the bill of sale. These documents confirm your legal interest in the vehicle, a mandatory requirement before the insurer can progress your claim.
Supplementary Evidence
Extra evidence can strengthen your case. Dashcam or CCTV footage that captures the theft or suspicious activity adds credibility to your account. When requesting footage from a neighbour, shopping centre or council, cite your police reference and specify the date/time you need. Rename the files to include location details before emailing them to your claims handler.
Photographs of broken windows, pry marks or skid marks help illustrate the scene. Take wide-angle images to show context, then close-ups for detail. Store these in a folder labelled SupplementaryEvidence and, if necessary, compress large files into a zip archive for easier submission.
Once you’ve collated everything, submit via your preferred method—email to your claims handler, portal upload or registered post—but be sure to keep delivery or read-receipt confirmations. A little organisation at this stage will save you hours of follow-up later on.
Step 5: Understand the Claims Assessment Process
After you’ve lodged your documents, National Cover moves into the assessment phase. This is where your claim is examined against your policy and the insurer’s obligations under the General Insurance Code of Practice. The Code sets clear standards for how quickly and fairly insurers handle claims, and it’s there to protect you—especially if you’re in a vulnerable situation or need extra support.
In broad strokes, the assessment breaks down into three stages: an initial eligibility check, a detailed investigation, and the decision stage. Each stage comes with its own timeframes and expectations, so understanding them helps you stay on top of progress and respond promptly to any queries. A quick reply to requests for further information is the best way to avoid unnecessary delays and get to a resolution faster.
Code-mandated Timeframes
The Code of Practice requires insurers to meet certain deadlines once a claim is lodged. Below is a summary of the key timeframes you can expect:
| Stage | Maximum Timeframe |
|---|---|
| Acknowledge receipt of your claim | Within 24 hours |
| Initial eligibility decision | Within 10 business days |
| Respond to requests for more information | Within 10 business days of enquiry |
If National Cover needs more evidence—say, additional photos or clarification on an invoice—they should let you know in writing. Responding quickly to those requests keeps the process moving smoothly.
Investigation and Fair Process
Once eligibility is confirmed, your file may be assigned to an assessor for a deeper investigation. This could involve:
- A phone interview or inspection appointment
- Reviewing third-party reports (for example, police or tow-truck logs)
- Verifying the authenticity of your documents
National Cover must act in good faith throughout. You have the right to ask for clarification if you don’t understand a query or feel a request is unreasonable. If you disagree with any findings—such as the assessed cost of repairs—you can request an internal review before escalating to the Australian Financial Complaints Authority (AFCA).
Communication and Updates
Transparent, regular updates are another cornerstone of the Code. National Cover should:
- Provide status updates at each major milestone
- Confirm in writing when your claim is approved, declined or requires more information
- Offer extra support if you’re experiencing hardship
On your end, maintain a simple claim diary. Record dates you receive letters or emails, the names of contacts, and any actions you’ve taken. A one-page log—either in a notebook or digital note—can be a lifesaver if you need to reference when something happened or follow up on an unanswered enquiry.
By knowing these processes and timeframes, you’ll be well-placed to steer your claim through to a swift and fair outcome.
Step 6: Arrange Repairs and Replacement Vehicle (If Applicable)
When your claim is accepted, National Cover steps in to manage the practical side: getting your car to an approved repairer, overseeing the repair work and, if you’re not at fault, organising a replacement vehicle. This seamless service minimises disruption—so you can focus on what matters while your car is restored.
24/7 Towing to Approved Repairer
National Cover provides round-the-clock towing to one of our approved repair centres. To arrange a tow:
- Call the 24/7 claims helpline on 07 2139 6418 and quote your claim ID.
- Tell the operator your location, the vehicle’s condition (e.g. undrivable, locked out) and any hazards.
- Confirm whether you authorise transfer to the nearest panel repairer to benefit from excess discounts.
Your car will be moved promptly—and you won’t face unexpected storage charges if the vehicle is under the insurer’s control. If the tow operator mentions fees, notify your claims adviser immediately so they can confirm cover.
Choosing a Repairer and Warranty
National Cover’s network of preferred repairers guarantees high-quality workmanship and an industry-leading lifetime warranty on all repairs. Here’s how to proceed:
- An assessor will contact the repairer to scope the damage and provide a written quote.
- Once you approve the quote, the repairer schedules the work—often within 24–48 hours.
- Repairs are completed using genuine parts and materials.
Opting for a panel repairer also unlocks an excess discount, reducing your out-of-pocket cost. And with the lifetime warranty, any workmanship or part failures are sorted at no extra charge—ever.
Accessing a Replacement Vehicle
If you’re deemed “not at fault” for the incident, you may be eligible for a courtesy car while your own vehicle is in for repairs. To secure a replacement:
- Let your claims adviser know you need a hire vehicle.
- Provide your licence and a method of payment for fuel and tolls.
- Agree on drop-off and collection locations—some providers deliver the car to your home or workplace.
Duration limits vary by policy, but typically you can keep the replacement car until your repaired vehicle is ready for pickup. If you have any special requirements (child seats, disability access), mention these when you book so the hire company can accommodate you.
Sample Timeline: From Claim Acceptance to Vehicle Return
| Day | Action |
|---|---|
| 0 | Claim accepted; tow arranged; vehicle collected |
| 1 | Assessor inspects damage; repair quote issued |
| 2 | You approve quote; repairs commence |
| 4–5 | Repairs completed; quality check |
| 5 | Vehicle returned; courtesy car collection |
By leaning on National Cover’s full suite of services—24/7 towing, approved repair network, lifetime warranty and replacement vehicles—you’ll be back on the road with minimal fuss and maximum confidence.
Step 7: Review and Accept Your Settlement Offer
After National Cover has assessed your claim, you’ll receive a settlement offer outlining how much you’ll be paid. Reviewing this document carefully ensures you understand the basis of the valuation and any deductions applied. Although the numbers may look straightforward, knowing the definitions—and how to challenge them—can make a substantial difference to your final payout.
Understanding Agreed vs Market Value
When you took out your policy, you selected either an agreed value or a market value option.
- Agreed value means you and National Cover pre-agree on what your vehicle is worth at the start of the policy. In the event of a total loss, you receive this fixed amount (minus your excess).
- Market value is what your car is worth on the day of the loss, based on factors like condition, kilometres, age and recent sales of comparable vehicles.
Agreed value offers certainty, but premiums can be higher. Market value can more accurately reflect your car’s true worth, though you risk a lower payout if prices have dipped.
Calculating Your Payout
Your settlement will generally follow this formula:
Policy Value – Excess – Salvage / Other Deductions = Final Payout
For example, if you hold an agreed-value policy capped at $20,000 with a $500 excess:
$20,000 – $500 = $19,500
If National Cover retains the salvage (the remains of your vehicle), its estimated value is deducted too. Always check the settlement breakdown to confirm the figures are accurate and align with your policy schedule.
Negotiating Your Settlement
If you believe the valuation doesn’t reflect your car’s true worth, you can ask National Cover for a review. Gather evidence to support your case—such as:
- Recent receipts for upgrades or maintenance (e.g. new tyres, brake work)
- Listings showing higher sale prices for similar models in comparable condition
- Independent valuations from reputable mechanics or dealers
Submit these documents to your claims handler, clearly referencing your claim ID. It’s also worth asking about the insurer’s internal dispute resolution process if you’re unhappy with the outcome. You usually have a set period—often 14 to 30 days—to accept or dispute the offer, so act promptly to preserve your rights.
By understanding the components of your settlement, running the numbers yourself and providing solid evidence where necessary, you’ll be in the best position to secure a fair payout and bring your claim to a close.
Step 8: Recover Your Vehicle and Finalise the Claim
Once the dust has settled on your settlement offer, you might unexpectedly find your car—whether it’s intact, damaged or never turns up. Each scenario has its own steps to wrap up your theft claim properly, from coordinating with the police to handling title transfers and cancelling auxiliary services like hire cars or storage.
Vehicle Recovered Undamaged
If your stolen car is recovered in good condition after the insurer has finalised the payout, you’ll typically return the settlement amount and take back ownership. Start by contacting the police officer handling your case to arrange the handover—make sure you bring photo ID and any reference numbers. Next, let National Cover know the vehicle has been found so they can process a refund of your payout and transfer the title back to you. You’ll complete a brief handover form or statutory declaration provided by the insurer, confirming that you accept the car and formally withdraw your claim.
Vehicle Recovered Damaged
Sometimes your car turns up after the settlement but with fresh damage. In this case, inform National Cover right away and supply the updated police report or recovery details. The insurer will assess whether to authorise additional repairs under your existing claim or treat the car as a total loss. If they opt for repairs, they’ll arrange a new quote with an approved repairer and manage any extra costs per your policy terms. If it’s deemed a write-off, you’ll proceed with the original settlement agreement; National Cover retains salvage rights and handles any related paperwork, and any remaining payout beyond salvage value goes to you or your financier.
Vehicle Not Recovered
If your car never resurfaces, the claim remains closed under the total-loss terms you accepted. National Cover takes ownership of whatever is left should the vehicle ever reappear. Your final tasks are to cancel or return any replacement hire car and settle any storage or toll charges covered on your behalf. If you do locate the car privately down the track, you’ll need to work with both the police and National Cover to sort out title and ownership transfer. Otherwise, your theft claim is officially concluded.
By following these steps, you’ll ensure every legal, logistical and financial loose end is neatly tied up. Whether you’re picking up your recovered vehicle or moving on to a replacement, you can close the door on this stressful chapter and get back on the road with confidence.
Step 9: Prevent Future Vehicle Theft
Nobody wants to go through the hassle of a stolen car twice. Investing in proven deterrents and adopting simple habits can dramatically reduce your risk. Accreditation from bodies like the Australian Institute of Criminology (AIC) shows that certain security devices make a real difference—so it pays to be proactive and choose measures that insurers respect (and often reward with premium discounts).
Electronic Immobilisers and Standards
Since 2001, new cars sold in Australia must be fitted with AS-approved electronic immobilisers. According to the AIC’s Tandi 453 report, vehicles equipped with these immobilisers are up to 60% less likely to be stolen than those without. If you drive an older model, consider retrofitting an accredited system:
- Shop for an immobiliser that meets Australian Standard AS/NZS 4601
- Have it professionally installed and obtain a certificate of compliance
- Notify National Cover of your upgrade to potentially qualify for an alarm discount
Accredited immobilisers disrupt hot-wiring attempts and force thieves to move on to easier targets—so they’re your first line of defence.
Additional Physical Security Devices
Layering in manual locks and visible barriers makes an opportunistic thief think twice. Some popular options include:
- Steering-column and pedal locks: highly visible and inexpensive
- Window-etching: VIN etched on windows makes parts worthless to chop shops
- GPS trackers: real-time location alerts help police recover vehicles faster
When combined, these devices create “security in depth”. Talk to your insurer about discounts on premiums when you install two or more accredited devices, and keep proof of purchase and installation handy for your policy records.
Best Practice Habits
Even the best tech can’t replace common-sense habits. A few routines go a long way:
- Lock doors and close windows—always, even for quick errands
- Remove valuables or stash them out of sight (don’t hide keys in the centre console)
- Park in well-lit, busy areas or secured garages
- Keep your car’s logbook or parking receipt: tracking last known location helps in a theft scenario
For more comprehensive advice, check the National Motor Vehicle Theft Reduction Council’s best practices. By combining accredited devices with everyday vigilance, you’ll cut the odds of theft and may even see savings on your next National Cover renewal.
Step 10: Post-Claim Support and Next Steps
Even after your theft claim is finalised, National Cover remains at your service. Whether you’re concerned about future premiums, want to bolster your cover, or simply need advice on securing your personal items, here’s how to stay supported and prepared going forward.
National Cover prides itself on delivering ongoing assistance. You don’t have to navigate post-claim questions alone—reach out any time to discuss your policy, ask about premium discounts for added security features, or share feedback on your claims experience. A quick call or message to the team can set you on the right track for a smoother renewal and stronger peace of mind.
Understanding Premium Changes
Lodging a claim can affect your next renewal premium, but it’s not the only factor at play. Insurers assess:
- Claim history, including frequency and size of past claims
- Updates to your vehicle’s security profile (new alarms, immobilisers)
- Market trends, such as repair costs and replacement-vehicle values
By installing accredited security devices and maintaining a clean claim record, you could mitigate potential premium hikes. When it’s time to renew, National Cover will factor in any approved upgrades to your policy, helping to balance comprehensive cover with competitive pricing.
Reviewing and Updating Your Policy
Before your next renewal, take a few minutes to revisit your cover levels. Log in to National Cover’s customer portal or call the support team to:
- Check or revise your agreed-value sum insured
- Add newly installed security devices for possible discounts
- Update your vehicle details if you’ve made significant modifications or upgrades
Even minor tweaks can ensure your policy aligns with your current needs and maximises your cost-benefit ratio. If you spot any discrepancies in your policy schedule, now is the time to correct them rather than waiting until the next incident.
Securing Personal Items and Home
A motor-vehicle theft often involves the loss of more than the car itself. If personal possessions like keys, wallets or gadgets were stolen, follow these quick steps:
- Contact your bank to cancel and replace any debit or credit cards
- Notify providers of lost ID (driver’s licence, access cards)
- Engage a locksmith to rekey your home if house keys went missing
- Review any home-contents insurance to cover personal-item losses
By closing these loose ends promptly, you’ll restore your personal security and prevent knock-on effects like fraudulent access or identity theft.
Your Feedback Matters
National Cover’s aim is to make motor insurance as transparent and user-friendly as possible. If you have thoughts on how the theft-claim process could improve—whether it’s communication, turnaround times or documentation—please let the team know. Your insights help refine services and benefit all customers.
With these post-claim steps handled, you’ll be better equipped to face whatever comes next on the road. And when it’s time to review or renew, you can do so knowing your policy truly reflects the protection you need. For any questions or to explore updated cover options, visit nationalcover.com.au or contact the support team directly.
Wrapping Up Your Vehicle Theft Claim
Navigating a vehicle theft insurance claim can feel overwhelming, but a structured approach delivers real benefits: you’ll speed up the resolution, ensure you provide the right information first time and maximise your payout. By confirming theft, lodging a swift police report, notifying National Cover, submitting complete documentation and staying on top of each assessment stage, you turn a stressful event into an organised process—giving you back both time and peace of mind.
Remember, a clear plan is your greatest asset. Each of the ten steps in this guide is designed to remove guesswork: from arranging tow-trucks and repairers, to understanding settlement calculations and wrapping up post-claim details. When you follow these steps, you’re less likely to hit unexpected snags, and more likely to have your car back on the road—or your finances back in order—without unnecessary delay.
Ready to protect yourself against future losses and explore cover that comes with expert support? Visit National Cover today to compare policies, get a quote or learn more about comprehensive motor insurance options tailored to your needs. With the right cover in place, you can drive with confidence—knowing that if the worst happens, you have a smooth, transparent claims journey waiting for you.
