Around 1 in 7 Australians with car insurance makes a claim in any given year, yet the average claim sits just over $5,200. That figure alone doesn’t tell you whether you should actually pick up the phone and file one. The real question is whether the damage in your driveway is worth the ripple effects on your premium, your excess, and your future options. Here’s what you actually need to know.
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This article is general information only and does not constitute professional advice. For your specific situation, consult a qualified professional.
Most people buy car insurance for peace of mind — 73% of Australians say exactly that, according to Youi’s 2025 Under the Hood Report. But peace of mind doesn’t mean you should claim every scratch. The gap between feeling covered and actually understanding when to claim is where most of the costly decisions live. If you’re weighing up whether to lodge a claim or pay out of pocket, you’re not alone. It’s one of the most common dilemmas drivers face, and the answer depends on more than just the repair bill.
What Decides Whether You Should Claim
What I tend to notice is that most drivers don’t think about their excess until they’re standing next to a dented bumper. By then, the decision feels rushed. The smarter move is to know your excess and your policy’s claim history rules before anything happens. That way, you’re not guessing when it counts.
How a Small Claim Can Cost You More Than the Repair
Let’s say you scrape a pole in a carpark. The repair quote comes in at $900. Your excess is $650. On paper, claiming means you pay $650 and the insurer covers the remaining $250. But that’s not the full picture. The MoneySmart example of Marg — whose $400 repair was less than her $650 excess — shows the obvious case. But even when the repair exceeds the excess, the maths can still work against you.
Insurers don’t publish exact premium increase formulas, but it’s well understood that a single at-fault claim can raise your premium by 20–40% for three to five years. On a $1,200 annual premium, that’s an extra $240–$480 per year. Over three years, you’re looking at $720–$1,440 in additional costs — more than the $250 the insurer paid on your $900 repair. The claim that seemed sensible at the time ends up costing you more in the long run.
This dynamic hits younger drivers harder. The Youi 2025 report found that only 27% of Gen Z feel very confident about making a claim, despite 31% having read their PDS fully — the highest rate of any generation. Confidence doesn’t always match knowledge, and the financial consequences of a wrong call are steeper when your premium base is already high.
Where Australian Drivers Get the Claim Decision Wrong
Claiming for damage below or near your excess
This is the most common mistake. If the repair cost is close to or below your excess, you’re effectively paying for the repair yourself while also signalling to your insurer that you’re a higher risk. The MoneySmart guide is clear: if repairs are minor and cost less than your excess or the likely premium increase, pay yourself. The rule of thumb I’d use is to only claim when the damage is at least twice your excess — that gives you real financial benefit even after the premium rise.
Not reading the PDS before an incident
Only 58% of Australians have read their policy’s Product Disclosure Statement fully or partly, according to the Youi 2025 report. Another 30% skimmed it, and 12% never looked at it. That matters because policies contain specific exclusions — driving under influence, using an unregistered vehicle, or even certain modifications — that can void a claim entirely. You don’t want to discover your policy doesn’t cover something after you’ve already lodged the claim. A car insurance document folder can help you keep your PDS and policy documents accessible, but the real fix is reading them before you need them.
Missing CTP claim deadlines
Compulsory third-party insurance covers personal injury, not vehicle damage, and each state has its own deadline for lodging a claim. In NSW you have 3 months, in Victoria 12 months, in Queensland 9 months, in South Australia 6 months, in Western Australia 3 years, in Tasmania 12 months, in the Northern Territory 6 months, and in the ACT just 13 weeks. Miss those windows and you lose your right to claim for injury entirely. This isn’t something most drivers think about until it’s too late, and the variation between states makes it easy to get wrong if you’ve moved or travel frequently.
Assuming your insurer will handle everything
Many drivers hand over the keys and expect the insurer to manage the entire process. But insurers may request multiple quotes, investigate the accident, and contact other parties or witnesses. If you haven’t collected evidence at the scene — photos, witness details, a police report number — your claim can be delayed or rejected. The insurer must contact you within 10 business days, but they can also request more information or reject the claim in writing. Being passive throughout the process often leads to poorer outcomes.
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| State/Territory | CTP Claim Deadline | Consequence of Missing It |
|---|---|---|
| NSW | 3 months | Loss of injury claim rights |
| Victoria | 12 months | Loss of injury claim rights |
| Queensland | 9 months | Loss of injury claim rights |
| South Australia | 6 months | Loss of injury claim rights |
| Western Australia | 3 years | Loss of injury claim rights |
| Tasmania | 12 months | Loss of injury claim rights |
| Northern Territory | 6 months | Loss of injury claim rights |
| ACT | 13 weeks | Loss of injury claim rights |
How to Decide Whether to Claim — A Practical Framework
Run the three-number calculation
Before you call your insurer, write down three numbers: the repair estimate, your excess, and your annual premium. If the repair cost is less than your excess, you’re paying the full amount anyway — claiming adds nothing but a future premium increase. If the repair is between your excess and roughly double your excess, the maths gets tighter. You need to estimate how much your premium might rise and for how long. A personal finance workbook can help you track these numbers across multiple scenarios, but the principle is simple: only claim when the net benefit after premium increases is clearly positive.
Collect evidence before you decide
Even if you’re leaning toward not claiming, collect everything at the scene anyway. Exchange full names, contact numbers, insurance details, and vehicle registrations. Take photos of the scene, the damage, and any visible injuries. Get witness contact details if possible. The reason is simple: you might change your mind later, or the other party might lodge a claim against you. Having evidence means you can still file a claim if circumstances shift. Most insurers have online claim platforms that speed up the process, but they can only work with what you provide.
Know when you have no choice but to claim
Some situations make the decision for you. If the accident involves injury to another person, significant property damage, or a dispute about who was at fault, you should claim through your insurer. The same applies if the other driver is uninsured or if the damage exceeds what you can comfortably pay out of pocket. In these cases, the protection your policy provides — legal representation, damage cover, and dispute handling — is worth the premium increase. The key is distinguishing between a minor scrape you can absorb and a serious incident that needs professional handling.
Understand your repair rights
Many policyholders don’t realise they can choose their own repairer, as long as the cost doesn’t exceed what the insurer would pay. Insurers may suggest preferred repair networks, but you’re not locked in. If you do choose your own repairer, make sure the work comes with a warranty. This is particularly relevant for older or modified cars, where finding a repairer familiar with the vehicle can make a difference. If you’re unsure about your rights during the claims process, services like JustAnswer Business can connect you with professionals who understand insurance law and policy interpretation.
Frequently Asked Questions About Car Insurance Claims in Australia
Will my premium definitely go up after one claim? ▾
Can I cancel a claim after I’ve started it? ▾
What if the other driver is at fault but uninsured? ▾
Does claiming affect my CTP insurance? ▾
How long does an insurer have to respond to my claim? ▾
What if I disagree with the insurer’s decision? ▾
The Bottom Line on Claiming: Know Your Numbers Before You Need Them
The decision to claim on your car insurance isn’t about whether you’re covered — it’s about whether claiming makes financial sense for your specific situation. Run the three-number calculation before you pick up the phone. Collect evidence at the scene regardless of your decision. And read your PDS now, not after an accident. The difference between a claim that protects you and one that costs you more than the repair is usually just a few minutes of preparation.
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 Navigating Car Insurance After an Accident: A Step-by-Step Guide.
Sources and Further Reading
The Secret Car Insurance Discounts Australia Doesn’t Want You to Know — Practical tips for reducing your premium without reducing your cover.
Insurance Council of Australia. Average claim size data. 🔗
Youi Insurance (2025). 2025 Under the Hood Report. 🔗
MoneySmart, ASIC. Claiming on your car insurance. 🔗
Right2Drive. Understanding car insurance claims in Australia. 🔗
