After a car accident, the clock starts ticking. In New South Wales, you have just 28 days to lodge a claim for weekly benefits after a crash, and missing that window can mean forfeiting compensation you were entitled to. That single deadline shapes everything about how you handle the hours and days following an incident — not just what you do at the scene, but how you organise your paperwork, who you contact, and in what order.
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This article is general information only and does not constitute professional advice. For your specific situation, consult a qualified professional.
These aren’t just numbers on a page. They determine whether you get paid for medical bills, lost wages, or vehicle repairs — and whether you end up covering those costs yourself. The process itself is straightforward if you know what to expect, but the gaps between what people assume and what the rules actually say are where most claims stall. Here’s what you actually need to know.
The first term you’ll hear after an accident is your excess — the amount you pay out of pocket before your insurance kicks in.
What I tend to notice is that most people know what an excess is, but very few know that providing the other driver’s full name plus two of their phone number, address, driver’s licence number, or registration number can get that excess waived entirely. That single piece of information can save you hundreds of dollars.
How car insurance excess works and when it gets waived
Your excess is set when you take out the policy. A higher excess usually means a lower premium, but it also means more out of pocket if you need to claim. The trade-off is worth weighing against how much cash you could comfortably put up after a crash.
Some insurers, like Youi, will waive your excess if the accident is not your fault and you can provide the other driver’s full name plus two of the following: phone number, address, driver’s licence number, or registration number. That’s a concrete reason to collect as much information as possible at the scene — not just for the claim itself, but to avoid paying the excess.
If you’re at fault, the excess applies regardless. That’s where choosing the right excess when you take out the policy matters — it directly affects both your premium and what you’ll pay if you need to claim.
What to do at the accident scene — the information that matters most
The first few minutes after a crash set the tone for the entire claims process. Your priority is safety: stop the vehicle, turn on hazard lights, check for injuries, and move the car off the road if it’s safe to do so. Call emergency services if anyone is hurt or if the road is blocked.
Once everyone is safe, start collecting information. You need the other driver’s full name, phone number, address, driver’s licence number, and registration number. Get the make, colour, and model of their car, and their insurance company name if possible. Take photos of the damage from multiple angles, the surrounding area, and the other driver’s licence and insurance card if they’re willing to show them.
Witness statements matter more than most people realise. If there are bystanders or other drivers who saw what happened, get their names and contact details. Dash cam footage is even better — it provides an objective record that can resolve disputes about fault quickly.
If the police attend, ask for the police report number. Even if they don’t attend, you should report the accident to police within 28 days in most Australian states. A police report isn’t always required to make a claim, but it strengthens your case significantly, especially if the other driver disputes the facts.
Filing the claim — what to submit and when
Contact your insurer as soon as possible after the accident. Most allow you to file online, through a mobile app, or over the phone. You’ll need your policy number and the details you collected at the scene. The insurer will ask you to describe what happened, so have the date, time, location, and a clear account ready.
Your claim number is generated immediately after you file. Write it down and keep it somewhere accessible — you’ll need it every time you contact the insurer about this specific claim. It’s different from your policy number, which stays the same for your entire account. The claim number is unique to this incident.
Supporting documentation includes photos of the damage, the police report number if applicable, witness contact details, and any dash cam footage. The more evidence you provide upfront, the faster the assessment tends to go. Insurers use mobile app tools and AI to assess damage for straightforward claims, but more complex cases will involve an insurance adjuster examining the vehicle in person.
If you’ve been injured, you may also need to file a separate personal injury claim through the CTP scheme. In NSW, you have 28 days to apply for weekly benefits and three months to submit a Personal Injury Claim Form. Missing those deadlines can forfeit your right to compensation for medical bills and lost income. For a clearer picture of how these policies work together, it’s worth reading about car insurance and personal accident policies in Australia.
What happens after you file — assessment, negotiation, and repair
Once your claim is lodged, the insurer assesses the damage. For minor collisions, they may use photo-based analysis through an app. For extensive damage, an adjuster will inspect the vehicle in person, interview you and any witnesses, consult police and hospital records, and produce an estimate of repair costs.
If the damage is severe enough that repair costs exceed the car’s market value, the insurer will declare it a total loss and offer a cash settlement based on market value. That settlement is negotiable — if you disagree with the adjuster’s assessment, you can get independent repair estimates from a body shop and negotiate with your insurer for a higher payout.
You are not required to use the insurer’s preferred repair shop. Insurance companies typically have a network of preferred shops, but you can choose your own. Depending on the shop, the insurer may pay them directly or issue you a cheque. If you choose a shop outside the network, make sure they’re licensed and provide a written estimate before work begins.
Repairs can take anywhere from a few days to several weeks depending on parts availability and shop workload. The entire claims process, from filing to final settlement, can take a couple of weeks to a few months. Keeping a log of all communications — confirmation numbers, adjuster contact details, deadlines — helps you track progress and push back if things stall.
Common mistakes that delay or derail car insurance claims
Providing incorrect or incomplete information
Errors in your claim form — wrong date, misspelled name, incorrect registration number — force the insurer to verify details before proceeding. That verification process can take days or weeks. Double-check everything before you submit. If you realise you made a mistake after filing, contact your insurer immediately with the correction and your claim number.
Missing the personal injury claim deadline
This is the most financially costly mistake. In NSW, you have 28 days to apply for weekly benefits and three months to file a Personal Injury Claim Form. In Queensland, you have up to nine months, extendable by one month with a solicitor. Missing these deadlines can forfeit your right to compensation for medical bills, lost income, and pain and suffering — even if the accident wasn’t your fault. If you’re injured, file the CTP claim at the same time as your vehicle claim, not after.
Not using your claim number properly
Every document, photo, email, or phone call about your claim should include your claim number. Without it, evidence can get misfiled, and the insurer may ask you to resubmit information you already provided. Write the claim number on the first page of every document you send, and quote it at the start of every phone call.
Delaying the claim submission
Waiting even a few days to file can complicate things. Witnesses forget details, dash cam footage gets overwritten, and the other driver may file their version of events first. File your claim within 24 hours if possible. Most insurers allow you to start the process online or through an app in under 10 minutes.
How to handle disputes with your insurer over the settlement
If you disagree with the adjuster’s assessment or the repair estimate, you have options. Get independent repair estimates from at least two licensed body shops. Present those estimates to your insurer along with a written explanation of why you believe the original assessment is insufficient. Insurers will often negotiate if you have documented evidence from a reputable source.
If negotiation doesn’t resolve the dispute, you can escalate to the insurer’s internal complaints department. Every Australian insurer is required to have an internal dispute resolution process. If that doesn’t work, you can take the matter to the Australian Financial Complaints Authority (AFCA), which provides free and independent dispute resolution for insurance claims.
For injury-related disputes under CTP, the process is different. You may need to seek legal advice to navigate insurance discussions and prepare documents. A solicitor who specialises in personal injury can handle the negotiations and, if necessary, take the case to court. Court cases can last months to years, and either party may appeal the decision.
If you’re unsure about your legal position after an accident, getting professional guidance early can prevent costly mistakes. Services like JustAnswer Business Law can connect you with legal professionals who can explain your rights and obligations without the commitment of a full solicitor engagement.
Frequently asked questions about car insurance claims in Australia
Can I claim if the accident was partly my fault? ▾
What happens if I miss the 28-day deadline in NSW? ▾
Do I need a police report to make a claim? ▾
Can I choose my own repair shop? ▾
How long does the entire claims process take? ▾
What if the other driver is uninsured? ▾
What the claims process reveals about your policy choices
The way a claim plays out often exposes gaps in the policy you bought. A low premium with a high excess looks good on paper until you’re facing a $1,500 out-of-pocket payment after a crash. A policy that doesn’t waive the excess when you’re not at fault costs you money you didn’t need to spend. The claims process is where those decisions become real. If you’re reviewing your coverage, it’s worth looking at how to choose the best long-term car insurance — not just for the premium, but for how it handles the moments after an accident.
Remember: this article is general information only. For advice on your specific situation, speak to a qualified professional.
If this was useful, you might also want to read road rules and car insurance — don’t make these costly mistakes in Australia.
Sources and Further Reading
How voluntary vehicle tracking can lower your insurance costs — A look at how telematics policies work and whether they’re worth the trade-off in privacy.
Car insurance loyalty — is it costing you money in the long run? — Why sticking with the same insurer year after year may mean you’re overpaying.
WSJ Buy Side (2024). The Car Insurance Claims Process. 🔗
Right2Drive (2024). Vehicle Insurance Claim Process. 🔗
Youi (2024). Guide to Claiming. 🔗
Lawyer.com.au (2024). Ultimate Guide to Car Accident Claims. 🔗
