Your heart pounds, hands tremble, and the world seems to slow as metal collides and glass shatters—a car accident can upend an ordinary day in seconds. In those first moments after a crash, confusion and adrenaline make it hard to think straight, yet the decisions you make can have lasting consequences. With nearly 1,000 lives lost on Australian roads each year, being prepared for what comes next isn’t just wise—it’s essential.
A clear, step-by-step plan protects more than just your car: it safeguards your health, your legal rights, and your finances. This guide is built for Australian drivers, with practical advice tailored to our local laws and support systems—from when to dial Triple Zero (000) or contact state police lines, to knowing your rights around towing and insurance claims.
What follows is a straightforward post-crash checklist, designed to cut through the chaos. You’ll get a concise preview of the ten key steps ahead: how to secure the scene, check for injuries, exchange details, document evidence, report to police, navigate insurance obligations, notify your insurer, lodge a claim, arrange repairs, and follow up until you’re back on the road. Whether you drive for work, family, or the gig economy, having this roadmap means you’re never left wondering what to do after a car accident—and ensures you’re ready for whatever the road throws your way next.
1. Secure the Scene and Prevent Further Collisions
Immediately after impact, your first priority is to keep everyone safe and reduce the risk of another crash. Under Australian road rules, you must stop your vehicle and remain at the scene—failing to do so can lead to fines, licence suspension or even criminal charges. Even minor bumps can cause debris or damaged parts to become hazards for other road users.
Begin by checking whether your car can be moved. If it’s safe, steer fully off the road onto stable ground, such as a shoulder or breakdown lane. Moving out of the traffic flow not only protects you and your passengers but also gives oncoming drivers a clear path to react.
Once you’ve secured a safe position, it’s time to set up warnings and eliminate fire or collision risks. The actions you take in the next moments—switching on hazard lights, cutting the engine, deploying warning devices—can prevent a secondary crash and make the scene safer for emergency responders.
Follow these substeps to lock down the crash site and alert other drivers:
1.1 Stop Your Vehicle Safely and Activate Hazard Lights
Pull your car fully off the roadway, aiming for a flat, visible spot away from curves or hills. Engage your hazard lights immediately to warn approaching vehicles of the obstruction—don’t rely solely on brake lights or hand signals.
1.2 Turn Off the Engine and Engage the Handbrake
With the vehicle stationary, switch off the ignition to cut fuel flow and reduce fire risk. Apply the handbrake firmly and remove the keys from the ignition. This prevents unintended rolling and ensures no flammable vapours ignite if there’s a fuel leak.
1.3 Deploy Warning Devices if Available (Cones, Flares, Triangles)
If you carry warning triangles, cones or road flares, set them up behind your car to give other drivers early warning. As a guide:
- On suburban streets, place the first device about 20 metres behind your vehicle.
- On higher-speed roads or highways, extend this to around 50 metres.
- Centre each device behind the vehicle to maximise visibility.
Warning devices provide critical extra seconds for approaching motorists to slow down, helping to keep everyone—bystanders, other drivers and you—out of harm’s way.
For a more detailed breakdown of securing the scene and immediate post-crash actions, see What Happens After a Car Accident.
2. Check for Injuries and Call Emergency Services
Once the vehicles are secure, your next priority is people. Assessing injuries and calling for help can mean the difference between minor treatment and serious complications. In Australia, Triple Zero (000) is the number for life-threatening emergencies—police, fire or ambulance. If you suspect anyone has sustained significant harm, don’t hesitate: dial 000 immediately. If the situation is urgent but not quite life-threatening (for example, minor injuries but no risk to life), you can still call 000 and ask for the appropriate service.
While waiting for emergency responders, a quick but careful check of everyone involved helps you decide on first-aid measures. Keep in mind that moving someone who has a suspected spinal or head injury can cause further harm. Follow these steps to identify injuries and get specialised assistance on the way.
2.1 Assess Yourself and Passengers
Begin with a rapid self-check. Look for visible bleeding, test your ability to wiggle fingers and toes, and note whether you’re experiencing dizziness or shortness of breath. Then turn your attention to any passengers. Ask simple questions—“Can you feel your arms?” or “Does anything hurt when you move?”—to gauge consciousness and mobility.
If someone is unconscious, having difficulty breathing or bleeding heavily, call 000 without delay. Unless you’re trained in advanced trauma care, avoid moving anyone who:
- Is unresponsive or has altered consciousness
- Complains of neck, spine or head pain
- Shows signs of a serious fracture (bone poking through skin)
Keeping an injured person still and calm can prevent further damage until paramedics arrive.
2.2 Check Other Parties Involved
Safely exit your vehicle—ensuring you’re not stepping into oncoming traffic—and approach the other vehicle(s). From a safe distance, look for obvious signs of injury: blood, laboured breathing, or someone slumped over the wheel. Call out to check responsiveness before you get too close.
If you see someone who needs help but doesn’t appear to be in immediate danger, reassure them and encourage minimal movement. For anyone with suspected head trauma, spinal injury or severe pain, advise they stay still and keep their head supported in a neutral position. You can cover them with a blanket or coat to maintain body temperature while you wait for ambulance crews.
2.3 Provide Basic First Aid if Trained
If you hold a current first-aid certification, you can offer simple interventions within your skill set:
- Control bleeding with direct pressure using a clean cloth
- Keep airways open by tilting the head back slightly, unless a neck injury is suspected
- Treat for shock: have the casualty lie down, elevate their legs (if no leg injuries) and keep them warm
If you’re not confident in any procedure, focus on calling 000 and providing clear information: location, number of injured people, vehicle details and the nature of wounds. For those who’d like to build these skills, free or low-cost courses are available from St John Ambulance and the Australian Red Cross. Learning even basic CPR and bleeding control can make a substantial difference in a critical moment.
3. Exchange Information with Other Parties
Once you’ve confirmed everyone is safe and emergency services are on their way, the next critical step is to exchange and record accurate information. Getting the right details at the scene helps your insurer process a claim faster and protects your legal rights if there’s any dispute over what happened. In Australia, all drivers involved in a collision are legally obliged to share certain information. Failing to do so can lead to fines, licence demerits or even criminal charges under state road rules.
3.1 Collect Driver and Vehicle Details
Approach each driver calmly and ask for:
- Full name and residential address
- Mobile number and email (if available)
- Driver’s licence number and state of issue
- Vehicle registration plate, make and model
- Name of their insurer and any policy or claim reference they can provide
Jot down these details legibly in a notebook or your phone’s notes app. If someone hands over a driver’s licence, take a quick photo (with permission) to ensure accuracy. For commercial or rideshare vehicles, note the company name and vehicle ID if it’s displayed.
3.2 Record Witness Information
Bystanders often see angles you miss in the heat of the moment. If anyone paused to watch, thank them and ask for:
- Their full name and best contact number
- A brief account of what they saw (you can record a voice note or write it down)
Witness perspectives can be invaluable if there’s disagreement about who had right of way, or if debris and road signs played a role. Treat witnesses politely—make them feel their input is valued rather than a chore.
3.3 Handling Refusal to Share Details
On rare occasions, someone might refuse to provide information or simply drive off. If that happens:
- Note their vehicle registration, make and model as precisely as possible.
- Call the police—use Triple Zero (000) if there’s any injury, or your state’s non-emergency line (for example, 131 444 in NSW).
- Provide authorities with all the details you have and any witness contacts.
Under Australian road laws, refusing to stop or exchange information can attract fines upwards of $500 and demerit points. By involving the police, you not only fulfil your own legal duties but also ensure there’s an official record of the other driver’s actions.
4. Document the Accident Scene Thoroughly
Good documentation can make or break an insurance claim. Solid evidence helps you establish the facts, speeds up the settlement process and reduces the chance of disputes over liability. With a smartphone in hand, you can capture everything you need in moments—so it’s worth taking the time to record as much detail as possible before the scene changes or debris is cleared away.
Even if you’re shaken, start with a systematic approach: photograph broadly to set the scene, zoom in on critical details, then back up your images with written notes and clear sketches. Finally, record the environmental conditions to give a full picture of what contributed to the crash.
4.1 Photograph and Video Every Angle
Begin with wide-angle shots showing the overall setting and position of each vehicle. Include any roadside features—kerbs, gutters, signage and traffic lights—to orient the viewer. Next, move in for close-ups of:
- Vehicle registration plates
- Areas of impact and damage, including dents, scrapes or shattered glass
- Skid marks, oil spills or debris patterns on the road
A short video clip, panning slowly from one end of the scene to the other, can be particularly useful to capture spatial relationships and moving hazards, such as broken bits of bumper or protruding metal.
4.2 Make Detailed Notes and Sketch Diagrams
Numbers and words add context that images alone might miss. Record the:
- Date and time (including AM/PM)
- Exact location (street names, nearest intersection, GPS coordinates if possible)
- Direction each vehicle was travelling at the moment of impact
A quick hand-drawn sketch can clarify angles of collision and vehicle trajectories. Mark your own position, show points of impact and arrow the direction of travel for every car involved. Even a simple outline on graph paper or in your phone’s notes app gives your insurer and any investigating officer a clear picture of what happened.
4.3 Note Weather and Road Conditions
Environmental factors often play a part in crashes. Take a moment to describe:
- Lighting: dawn, daylight, dusk or artificial street lighting
- Surface: wet, dry, oily or debris-covered
- Visibility issues: glare from the sun, spray from rain, fog or dust
Also note any nearby obstacles—overgrown foliage, blocked signs or uneven surfaces—that may have obscured your view or forced evasive action. These observations strengthen your case by showing the full context in which the accident occurred.
5. Report the Accident to Police and Obtain an Official Crash Report
Filing a police report gives your insurer and any legal advisors a formal record of what happened—and in some cases, it’s a legal requirement. Whether officers attend the scene or you lodge the details afterward, an official crash report can protect your rights, speed up claim processing and provide valuable evidence if liability becomes disputed.
Not every collision will see a police car roll up; for minor incidents, officers may not attend. However, you still have an obligation to report under state road rules. Acting promptly—either by calling emergency lines or self-reporting—ensures there’s an accurate, time-stamped account of the crash on file.
5.1 When to Contact Police Immediately
You must dial Triple Zero (000) if anyone is injured, trapped or unconscious—or if there’s any risk to life. The same applies in fatal collisions. Beyond medical urgency, call 000 if you suspect impaired driving (alcohol or drugs) or if a party fails to stop or exchange details. In these scenarios, police attendance is compulsory.
If no one is hurt but property damage appears significant—commonly defined as exceeding $3,000—you should still request police intervention at the scene. An attending officer will document vehicle damage, capture statements and produce an official crash report, which you can reference in your insurance claim.
5.2 Reporting If Police Do Not Attend
For low-injury or minor property damage crashes where police don’t attend, you must report the incident within 24 hours. In New South Wales, for example, you can call the Police Assistance Line on 131 444 or visit your nearest station. Other states have similar non-emergency numbers—check the relevant state police website.
When self-reporting, be ready to provide:
- Date, time and precise location of the crash
- Names, addresses and licence details of all drivers involved
- Vehicle registration numbers, makes and models
- A brief description of what occurred
After you’ve made the report, ask for a reference or event number—this becomes a key piece of evidence for your insurer.
5.3 How to Obtain a Victoria Police Crash Report
If your collision occurred in Victoria, you can request the full crash report once it’s been processed. Eligible applicants include involved drivers, legal representatives and insurers. To apply, you will need:
- A completed statutory declaration outlining your involvement
- Proof of identity (driver licence, passport or two forms of photo ID)
- The police event or reference number
A small fee applies when you lodge your application. For a step-by-step guide to eligibility, documentation and cost, see the Victoria Police crash report guide.
6. Understand Your Legal Obligations Under Australian Insurance Law
After an accident, it’s not just the police report and photos that matter—your relationship with your insurer is governed by the Insurance Contracts Act 1984 (Cth). This Act sets out three key duties you owe your insurer: acting in good faith, disclosing material facts before the policy starts, and avoiding fraudulent behaviour. Failing to meet these obligations can lead to your claim being reduced or even denied, so it’s vital to know what’s expected of you.
6.1 Duty of Utmost Good Faith (Section 13)
Every insurance contract in Australia is founded on the principle of good faith. Section 13 of the Act states in part:
A contract of insurance is a contract based on the utmost good faith.
A party to a contract of insurance must at all times act towards the other party with the utmost good faith.
In practice, this means you and your insurer must be honest and fair with one another—from quoting through to claim settlement. You can’t withhold information or misrepresent details, and your insurer must assess your claim without unreasonable delay.
6.2 Duty of Disclosure Before Policy Acceptance (Section 21)
Before your policy is issued, you have a duty to tell the insurer every matter you know—or could reasonably be expected to know—that’s relevant to their decision to accept the risk. Section 21(1) spells it out:
A person who proposes to enter into a contract of insurance with an insurer must disclose to the insurer every matter that the person knows, or could reasonably be expected to know, is relevant to the insurer’s decision whether to accept the risk of the insurance and, if so, on what terms.
Material facts might include previous claims, modifications to your vehicle or any circumstances that increase the likelihood of a future crash. If you’re unsure whether something qualifies, it’s safer to disclose it and let the insurer decide.
6.3 Consequences of Non-Disclosure or Fraud (Section 28)
Insurance law takes non-disclosure and fraud seriously. Under Section 28(3):
If the insured makes a fraudulent claim under the policy, the insurer is not liable to pay the claim and may recover from the insured any payment already made in respect of the claim.
Beyond fraudulent claims, deliberate non-disclosure of material facts can allow the insurer to either reduce their liability or avoid the policy altogether. In effect, you risk losing your cover—and any premiums you’ve paid—if you’ve failed to meet your obligations.
7. Notify Your Insurer Promptly and Accurately
Once you’ve gathered all the crucial details—photos, witness contacts and police report numbers—your next step is to inform your insurer. Most policies require notification “as soon as practicable” or “within 24 hours” of an incident. Missing that window can lead to complications, delays or even denial of your claim, so it pays to act quickly and with precision.
7.1 Review Your Policy’s Notification Requirements
Every insurer sets its own rules around how and when you must report a crash. Check your Product Disclosure Statement (PDS) or policy wording for exact wording—some insurers expect you to call immediately, while others give you a full day.
Tip: Once you know your deadline, set a calendar reminder on your phone or computer. That small step can save you a lot of stress later.
7.2 Prepare Key Information Before Calling
Before picking up the phone or logging in online, organise the details you’ll need to supply:
- A concise summary of the accident (date, time, precise location)
- Registration, make and model of all vehicles involved
- Names and contact numbers of drivers and witnesses
- Police event or report number
- Photographs of damage and scene
Having everything at your fingertips means you can complete the notification in one go, minimise mistakes and avoid long callbacks from your insurer asking for missing pieces.
7.3 Contact Your Insurer’s 24/7 Claims Line
Most providers—including National Cover—offer a 24-hour claims line or an online portal for incident reporting. When you call, note down your claim reference number and the agent’s name. Keep a record of the date and time of your call, along with any instructions or next steps they outline.
Be open and accurate in your description; even small inconsistencies can slow the assessment or lead to unnecessary questions. By notifying your insurer promptly and transparently, you pave the way for a smoother claims process and faster resolution.
8. Lodge Your Insurance Claim: A Detailed Step-by-Step Process
With the scene secured, people cared for and evidence in hand, it’s time to start your insurance claim. A well-organised approach not only speeds up the settlement but also reduces stress. Think of the claim as three main stages: kicking it off correctly, backing it up with solid documentation, and keeping everything moving with timely communication. By following these steps closely, you’ll give your insurer exactly what they need to assess your case, avoid unnecessary delays and get you back on the road.
For an extended walkthrough of each stage, you can refer to our full Car Insurance Claim Process: A Step-by-Step Guide.
8.1 Initiate the Claim Correctly
Begin by choosing your preferred notification method—phone, email or the online portal. Have your policy number to hand, along with a concise description of the accident: date, time, exact location and the vehicles involved. If you’re speaking to an agent, note their name, the reference number they assign and any next steps they outline.
Many insurers, including National Cover, operate a 24/7 claims line, so you can lodge your incident report as soon as your head is clear. If you opt for an online submission, double-check you’ve entered your personal details correctly—small typos in licence numbers or registration plates can lead to follow-up queries that hold up your claim.
8.2 Submit Supporting Documents Efficiently
Once the claim is open, you’ll be asked to provide evidence. Pull together:
- High-resolution photographs of vehicle damage, the crash scene and any road hazards
- A copy of the police report or event/reference number
- Repair quotations or estimates from approved workshops
- Witness statements or contact details
Rather than sending each file separately, consider zipping related documents (e.g., all photos in one folder) or naming files clearly: 2025-07-16_RearImpact.jpg or NSW131444_PoliceReport.pdf. This simple system helps your assessor locate exactly what they need without digging through unlabelled attachments.
8.3 Track and Communicate Throughout the Process
After submission, don’t assume it’s out of sight and mind. Confirm receipt of each document with your insurer—either by checking the portal status or sending a brief email. Ask for an estimated timeline: many providers aim to review claims within 48–72 hours, but turnarounds can vary depending on complexity and the need for inspections.
If you haven’t heard back in the promised window, a polite follow-up call or message can keep your claim on track. Should questions arise—perhaps the assessor needs a closer look at damage or a clearer sketch of the scene—respond promptly. Keeping a simple log of dates, names and outcomes for each contact ensures you always know who you spoke to and what was agreed. This ongoing dialogue not only accelerates settlement but also demonstrates your commitment to acting in good faith throughout the claims journey.
9. Arrange Towing and Vehicle Repairs
After notifying your insurer and securing a claim reference, you’ll need to get your vehicle to a safe location and organised for repair. Knowing your rights around towing and understanding what your policy covers can save you time, money and stress.
When it comes to towing, you’re entitled to choose who moves your car—even at the roadside. Make sure any operator is properly authorised and that you understand what tow fees your insurer will cover. Next, decide on a repairer: you can stick with your insurer’s preferred network or pick an independent workshop, but it pays to compare warranties, excess discounts and any provision of a courtesy vehicle.
9.1 Choosing an Authorised Tow Truck
In New South Wales and many other states, tow trucks attending crash scenes must have a “TT” number plate (e.g. 1234 TT) and be driven by a certified operator. This authorisation guarantees they meet safety standards and insurance requirements. You are under no obligation to accept the first truck on site—always ask to see their certificate and plate.
Key points:
- Verify the tow truck’s plate ends in “TT” and the driver holds a valid tow-truck licence.
- Confirm the operator’s name matches the company you or your insurer contacted.
- Agree on a towing fee and destination before you sign any towing authorisation form.
If you’re unable to arrange towing yourself—perhaps because of injuries—a police officer or authorised traffic controller can appoint a tow truck for you. Otherwise, call your insurer’s crash-specific towing line; for example, National Cover’s 24/7 towing service is included for not-at-fault claims.
9.2 Confirm Towing and Repair Coverage
Different policies include different levels of roadside assistance and crash towing. Comprehensive cover often bundles 24×7 towing, emergency fuel delivery and jump-starts, while third-party property damage usually excludes towing unless you add it as an extra.
Before you commit:
- Check whether your policy includes crash-scene towing or if you’ll need to pay and claim back later.
- Confirm any kilometre limits or call-out fees that apply to roadside assistance.
- Understand whether an excess applies to towing: some insurers waive this if you use a preferred operator.
If you’re unsure, phone your insurer’s claims line with your policy number and ask for a clear rundown of what’s covered. That way, you avoid surprise bills and can focus on getting your car to a repairer.
9.3 Selecting a Repairer and Understanding Warranties
Once your vehicle is safely at a workshop, you’ll need to decide between your insurer’s recommended repair network and an independent mechanic. National Cover’s preferred repairers offer perks such as:
- Excess discounts when you choose them for repairs
- A lifetime warranty on all workmanship and parts
- Replacement car provision for not-at-fault claims, keeping you on the road while your vehicle is fixed
Independent workshops may charge lower labour rates, but warranties can vary. Before committing, ask about:
- The length and scope of warranties on parts and paintwork
- Whether you’ll receive a loan car or rental vehicle
- How through-panel painting and genuine parts are handled
No matter which repairer you pick, always get a detailed quote that itemises parts, labour and paint. Keep a copy for your insurer and check that the repairer liaises directly with your claims handler so there are no unexpected costs. With towing sorted and repair plans in place, you’re on the final stretch to get your car—and your life—back to normal.
10. Follow-Up on Your Claim and Review Your Coverage
Even after your vehicle is back in one piece, your work isn’t quite done. Keeping a close eye on both repairs and paperwork ensures you don’t get caught out by hidden costs or delays. At the same time, reviewing your cover once the dust settles can help you avoid unpleasant surprises should you ever need to claim again. Here’s how to wrap up your current claim neatly and prepare for the future.
10.1 Monitor Repair Progress and Insurer Updates
Once your car is in the workshop, touch base with both the repairer and your claims handler at least weekly. Ask for:
- An updated timeline on parts delivery and repair milestones
- Any emerging issues that might push out completion dates
If repairs slip beyond the expected window, escalate politely but firmly. Contact the repair manager first, then your insurer’s dispute resolution team if necessary. Keeping a simple log—dates, who you spoke to and what they promised—makes it far easier to chase up overdue work and avoid any unpleasant surprises.
10.2 Finalise Settlement and Pay Excess
When repairs are complete and your insurer issues a settlement offer, check the breakdown carefully. Make sure:
- Labour and parts charges match the workshop’s quote
- Any excess you owe is clearly stated and payable by your preferred method
Pay your excess promptly to avoid late-payment fees or hold ups in getting your car back. Once settled, request all final invoices and correspondence in writing and store them with your policy documents. That way, you’ll have a complete paper trail if any billing queries arise later.
10.3 Conduct an Annual Policy Review
Your circumstances and risks change over time—so should your insurance cover. At least once a year (often at renewal), revisit your policy to:
- Confirm your sum insured still reflects your vehicle’s market value
- Reassess your excess level: a higher excess can lower premiums, but be sure you can afford it if you need to claim
- Update any named drivers, modifications or business-use details
A quick chat with a National Cover specialist can uncover savings or additional safeguards you might have missed. Staying on top of these tweaks ensures you’re not paying for cover you don’t need—or underinsured when it counts.
10.4 Build a Post-Crash Emergency Kit
Having the right tools at hand can turn a stressful roadside situation into a manageable one. Keep a small kit in your car that includes:
- Phone charger and portable power bank
- High-visibility vest, torch and extra batteries
- Pen, notepad and a basic first-aid kit
- Printed copies of registration, policy documents and your insurer’s 24/7 claims line number
Save key numbers in your phone—000, your state police assistance line (for instance 131 444 in NSW) and National Cover’s helpline—so they’re just a tap away when you need them. A bit of planning now can make all the difference next time the unexpected happens.
Putting It All Together
Facing the aftermath of a collision can feel overwhelming, but these ten steps are designed to guide you from the moment of impact right through to finalising your claim. You’ve learned how to secure the scene and prevent further crashes, check and care for injuries, exchange vital information, capture comprehensive evidence, report to police, understand your legal duties, notify and lodge with your insurer, arrange towing and repairs, and follow through on settlement and policy reviews.
Each action in this checklist serves a purpose: protecting your health, preserving your legal position and safeguarding your finances. Whether you’re dealing with a minor bump or a more serious incident, having a clear sequence of tasks ensures nothing important is overlooked. Good documentation and prompt communication with authorities and your insurer can be the difference between a swift recovery and a lengthy, stressful claim process.
Keep this guide close—print a copy to store in your glovebox or save it to your smartphone. That way, if the unexpected does occur, you won’t be scrambling to remember what comes next. And remember, you don’t have to handle the claims journey alone. Expert support and competitive policies are just a click away.
Ready to compare cover, get a quote or access tailored claims assistance? Visit National Cover today to see how you can protect your vehicle and peace of mind on the road.
