Hailstorms cause widespread damage to cars, property, and even people. If you were caught off guard by hail and your car was damaged, here's what to do next.
Car Insurance
Lodge your claim
Access to RACV's partner repairer network
Review your car insurance policy to check your level of cover
How to make a car insurance claim
A step-by-step guide to making and managing a car insurance claim if your motor vehicle is damaged in an accident or by an unexpected event.
Depending on the type of cover you have, insured events can include a minor car accident, major collision, car theft, vandalism, or an unexpected weather event.
If your motor vehicle is damaged in a collision or another type of unexpected event, it’s important to know how to make a car insurance claim.
Navigating a car insurance claim with RACV Insurance is a structured process that prioritises your safety and the efficient resolution of your claim.
In this guide, we take you through the process of filing and managing a car insurance claim with RACV Car Insurance, to help you have a smoother experience during a challenging time.
If you can, take photos of any damage at the scene to document the event
How to make a car insurance claim with RACV Insurance
- Lodge your claim
- Manage your claim online
- Pay the insurance excess
- Access to RACV's partner repairer network
- What happens if your car is written off?
Lodge your claim
It’s best to lodge a claim as soon as possible. The easiest and quickest way to start your RACV Car Insurance claim is online.
If you have questions or you'd rather chat to someone on the phone, you can also call 13 10 03 between 7am and 11pm.
You’ll need:
- your personal information
- your policy number (you can find this on your renewal notice or Certificate of Insurance)
- information about the other driver, including their name, home address and insurer (if they have car insurance)
- details about the cars involved, such as make, model and number plates
- supporting photographs of the damage
- contact details of any witnesses.
RACV Insurance also has interpreter services and hearing impaired services, with information about how to access these services via this link.
Manage your claim online
You can opt to receive updates on your claim progress through email, text message, or both.
The RACV Insurance team may request additional information to support the claim, which can also be provided to them online.
An RACV partner repairer will inspect the vehicle to determine repair costs and, if applicable, provide a quote for any damages or repairs.
Pay the insurance excess
After your claim is assessed, you may have to pay an insurance excess before the claim is finalised, and the repairs can go ahead.
Your current Certificate of Insurance shows the amount and types of excesses that apply to your individual policy.
You will be told who to pay, and can make this payment online. The type of excess you need to pay depends on what your claim relates to and who was driving your vehicle.
All RACV Motor Insurance policies include access to RACV’s extensive partner repairer network
Access to RACV's partner repairer network
If your claim is approved and your vehicle can be repaired, RACV Insurance will manage the repair process on your behalf through one of its 90-plus trusted repair centres.
What are the benefits of using RACV Partner Repairers?
- RACV Partner Repairers use genuine parts (with some exceptions, including radiators and glass).
- Taxi fares to and from any RACV Partner Repairer (up to $80 each way) to drop off and pick up your vehicle.
- The workmanship on all authorised repairs carried out by an RACV Partner Repairer is guaranteed for as long as you're the owner of the vehicle.
If you have selected the Any Repairer Option or hold a Complete Care motor insurance policy, you can choose your own repairer. However, if you have chosen to use a licensed repairer of your choice as part of your policy, that repairer must have all the necessary equipment, skills, capabilities, licences and authorisations required by law to complete the repairs to your vehicle.
What happens if your car is written off?
If your car is determined by RACV Insurance to be a total loss, or write off, the outcome will be dependent on your policy.
For Comprehensive and Complete Care policies you may be paid the agreed or market value of your vehicle (with any premium, excess or unused registration fees deducted), the damaged vehicle will not be returned to you, and your policy will end.
With some RACV Insurance policies, you may be eligible to have your vehicle replaced. See the Product Disclosure Statement (PDS) for more information.
Review your car insurance policy to check your level of cover
It is good practice to review your car insurance policy each year, particularly when you receive your renewal notice, to make sure you understand your level of cover.
Check what you can claim for and if there are any exclusions to your cover. If you are unsure, you can easily log into your RACV account online to check your level of cover, the amount of excess you’ve chosen to pay, standard inclusions and any optional extras you may have added.
You can also refer to your Car Insurance Product Disclosure Statement (PDS).
The information provided is general advice only. Before making any decisions please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations. For copies, visit racv.com.au. As distributor, RACV Insurance Services Pty Ltd AFS Licence No. 230039 receives commission for each policy sold or renewed. Product issued by Insurance Manufacturers of Australia Pty Ltd ABN 93 004 208 084 AFS Licence No. 227678.
