🚨 In Case of Emergency
If anyone is injured or there's significant damage:
- Call 111 for emergency services
- Ensure safety - move vehicles if safe to do so
- Don't admit fault - stick to facts only
Step-by-Step Claims Process
1
Immediate Actions (At the Scene)
Safety First
- Check for injuries and call 111 if needed
- Move to safety if possible
- Turn on hazard lights
- Set up warning triangles if available
Gather Information
- Other driver's details (name, license, insurance)
- Vehicle details (make, model, registration)
- Witness contact information
- Police officer details if attended
Document Everything
- Take photos of all vehicles and damage
- Photo the accident scene and road conditions
- Record time, date, and weather conditions
- Note any relevant road signs or markings
2
Contact Your Insurer (Within 24 Hours)
3
Claim Assessment
What Happens Next
- Claim number assigned and acknowledged
- Assessor appointed to investigate
- Vehicle inspection arranged if needed
- Liability determination begins
Your Responsibilities
- Provide all requested documentation
- Make vehicle available for inspection
- Don't authorize repairs without approval
- Keep receipts for any emergency repairs
4
Resolution & Payment
Claim Approved
- Repair authorization provided
- Approved repairer network available
- Rental car arranged if covered
- Progress updates provided
Payment Process
- Excess deducted from settlement
- Payment made to repairer or you
- Total loss settlements calculated
- Final documentation provided
Types of Business Claims
🚗 Vehicle Damage
Collision, weather damage, vandalism
Typical processing: 7-14 days
🔥 Fire & Theft
Total loss claims require more investigation
Typical processing: 14-28 days
⚖️ Third Party
Damage to others' property or injury
Typical processing: 14-60 days
🛠️ Tools & Equipment
Business equipment stolen from vehicle
Typical processing: 7-21 days
Tips for Faster Claims Processing
📸 Document Everything
Take comprehensive photos and keep detailed records of the incident
⚡ Report Quickly
Contact your insurer within 24 hours for faster processing
📋 Provide Complete Info
Give all requested information promptly and accurately
🤝 Use Approved Repairers
Network repairers often provide faster service and guarantees
What Can Delay Your Claim
⚠️ Incomplete Documentation
Missing photos, witness statements, or incident reports
⚠️ Disputed Liability
When fault is unclear or disputed by other parties
⚠️ Complex Damage
Extensive damage requiring detailed assessment
⚠️ Part Availability
Waiting for specialized or imported vehicle parts
Your Rights During Claims
You Have the Right To:
- Receive regular updates on your claim progress
- Understand the basis for any claim decision
- Access your claim file and documentation
- Lodge a complaint if unsatisfied with service
- Seek independent assessment if needed
If You're Not Happy
First, contact your insurer's complaints department. If still unsatisfied, you can contact the Insurance & Financial Services Ombudsman (IFSO) for free, independent dispute resolution.