Question 1

What’s the best way to document damage?

Accepted Answer

If it’s safe to do so, the best way to document damage is to take photos of the vehicles involved in the incident.

You should also exchange details with other people involved, and collect the names and phone numbers of any witnesses. You can take them down as notes in your phone or write them down.

Collecting this information can help you provide an accurate description of how the incident occurred and details of the damage later if you decide to make a claim.

We'll usually need these details about you and other people involved:

full name
residential address
contact number
driver’s licence number
registration number and car model
insurance details.

Question 2

What’s an excess?

Accepted Answer

An excess is the amount you contribute toward the cost of a claim. There are three types of excess: basic, age and special.

You'll need to pay an excess if:

you or the person driving your vehicle was at fault in an incident
the incident wasn't your fault but you don't have the details of the party at fault
the damage is caused by collision with an animal
your car was damaged by an event (such as hail during a storm).

When you start a claim online, you can find out whether or not an excess is payable. If you have an excess to pay, you can pay it online.

For more detailed information, see the Premium, Excesses and Discounts Guide (PED).

Question 3

How do I know who’s at fault?

Accepted Answer

It’s not always obvious who is at fault in a collision. Lots of factors can come into play, so RACV Insurance will rely on evidence and the road rules to determine who is liable.

Evidence can include:

accounts from involved drivers and witnesses
photos of the damage and the location
dashcam footage of the event
physical proof of damage to the vehicle
police reports.

Types of fault

Completely at fault

Sometimes, you’ll know right away that you or the other driver were responsible.

A common example is accidentally hitting the back of another vehicle because a safe distance wasn’t maintained.

Partially at fault

There will also be occasions where both drivers share a level of responsibility for an incident.

For example, when two cars reverse from opposite car parks at the same time and hit one another. In these cases, a percentage of fault will be determined by the insurer by analysing all the evidence available.

Question 4

There’s a dispute over who caused the incident, what should I do?

Accepted Answer

When there’s uncertainty or a dispute around who caused an incident, RACV Insurance will review all the information that has been provided – such as photos, statements and police reports – together with the road rules to determine who was at fault.

If you’re found to be at fault, you’ll need to pay the excess.

If you provide the details of the driver at fault, then you may not need to pay the excess.

Question 5

What if I’m in an accident with an uninsured driver?

Accepted Answer

Here are your options if you’ve had a collision with an uninsured driver:Call RACV Insurance on 13 19 03 to report the damage, so we can handle all the paperwork, quotes and chasing on your behalfSettle the issue privately with the other driver. Provide a few quotes from different mechanics for them to consider and agree to. If you go with this option, you should still report the accident to RACV Insurance as soon as possible to ensure you’re fulfilling your ‘duty of disclosure.’

Question 6

What if I don’t have the details of the other driver?

Accepted Answer

If you don't have all their details when you start your claim, you can add them later.

If you have no way of getting them (for example, after a hit and run incident), you'll need to pay the excess towards the cost of your repairs.

Question 7

Who does the repairs?

Accepted Answer

We’ll arrange for an RACV Partner Repairer to inspect your vehicle and determine repair costs after you’ve lodged a claim.

After the quote has been assessed and accepted, you can book at one of our trusted partner repairers to fix your car at a convenient time.

We may also need to arrange for part of the repair to be carried out by a specialist service provider - like a windscreen repairer.

If you chose the ‘Any repairer’ option for your policy, you can also choose your own licensed repairer. In this case, you’ll need to provide us a quote and allow us to inspect your vehicle before repairs.

Keep in mind, if choosing your own repairer, any faulty workmanship won’t be covered in your policy.

You’ll be asked to pay your excess directly to the repairer when you collect your car. If the damage was caused by the other driver and you’ve provided their details, you may not need to pay an excess.

Question 8

What are the benefits of using an RACV Partner Repairer?

Accepted Answer

Here’s why we recommend using an RACV Partner Repairer:We consider they have the skills and technology to provide a high-quality repair service, with genuine parts and trusted mechanicsYou can choose from 90 locations across VictoriaThere’s a lifetime guarantee on authorised repairs for as long as you’re the owner of the vehicleDepending on your policy, you may get taxi and hire car benefits whilst repairs are completedThe entire repair process is managed on your behalf.

Question 9

What if my vehicle is a total loss?

Accepted Answer

A vehicle is considered a total loss when the damage is so significant that the cost to repair the vehicle is more than its value. The outcome of how this is settled will depend on your policy.

Generally, this is what happens:

You’ll be paid the agreed or market value of your vehicle, minus any unpaid premium, applicable excess, or unused registration fee
Your policy will end
The damaged car won’t be returned to you and will be recorded on the Written-Off Vehicle register.

With some RACV Insurance policies, you may be eligible to choose to have your vehicle replaced. Certain conditions need to be met, like the damaged vehicle was in its first 24 months of registration (or 36 months for Complete Care®) at the time of the incident, and the same vehicle (make, model, engine, paint type) is available in Australia.

For full terms and conditions, see your Certificate of Insurance and relevant Product Disclosure Statement.

Question 10

What if I’m not happy with the repairs?

Accepted Answer

The first step is to speak with the repairer about your concerns. If you're still unhappy, please call RACV Insurance on 13 19 03 to discuss next steps.

For RACV Insurance authorised repairs, a lifetime guarantee on workmanship applies for as long as you are the owner of the car.

Question 11

Will I get a hire car?

Accepted Answer

It depends on your policy.

With both RACV Complete Care® and RACV Comprehensive Car Insurance, you may be eligible for a hire car after a not-at-fault collision - where you can provide the details of the other driver RACV Insurance agree is at fault.

We’ll make every effort into arranging a car that meets your needs. To discuss your vehicle requirements and ensure a suitable car is arranged, call 13 19 03.

If you have Third Party Fire and Theft, you may be eligible for a hire car after a theft or attempted theft incident, otherwise a hire car would be an out of pocket expense (regardless of fault).

If you have Third Party Property Damage, a hire car would be an out of pocket expense (regardless of the incident type).

For more information on what is covered in your policy, read the Product Disclosure Statement.

Question 12

How long can I keep the hire car?

Accepted Answer

If you're not at-fault, you can keep the arranged hire car for the duration of your car’s repairs or until your claim is settled, whichever is the shortest period of time. If you’re at-fault and haven’t chosen the ‘Hire car’ option, and you’d like to arrange your own hire car, call RACV Insurance on 13 19 03 to make sure the cost is covered. If you’re at-fault and have chosen the ‘Hire car’ option, the time you can keep the hire car for will depend on the circumstances of your claim. For more information on the duration and other conditions that may apply for Complete Care® or Comprehensive Car Insurance, see the Product Disclosure Statement.

Question 13

I don’t have RACV Car Insurance, but the at-fault driver does. What happens now?

Accepted Answer

In this case:you may be provided with a hire car for the duration of your car's repairssmash repairs may be arranged for you through the RACV Partner Repairer network. Call us on 1300 763 324 to discuss.

Car and vehicle insurance claims

Thank you for contacting us

How it works

Stop and secure the area

Exchange information

Make a claim

Manage your claim

What to do right after an incident

Towing your vehicle

When to call the police

Deciding whether to make a claim

When you should claim

Things to consider