Car Insurance Claim FAQ

If we assess your vehicle as not safe or economical to repair, it will be declared a total loss and our motor assessing team will contact you.

When your claim is settled, your policy may be cancelled as per the standard terms and conditions of your Product Disclosure Statement (PDS).

If you pay your annual premium by monthly instalments, any outstanding amounts will need to be paid on completion of your claim.

You can check your policy's excess amount online, on your schedule or in our Premium, Excess and Discount (PED) Guide. 

Depending on your circumstances, you may need to pay more than one type of excess. We will tell you if any other excess applies based on your individual risk details and claim scenario.

We may ask you to pay the excess directly to us, or to our repairer or supplier, or we may deduct it from any settlement we make to you. At the time of lodging your claim, we’ll let you know how and when to pay your excess.