Car Insurance claims
Need to make a car insurance claim? We're here to help. Get in touch and we'll go all out to put things right.
Immediately after an accident you must:
- Prevent further damage to your car and keep it secure
- Get the full name and address of each person involved
- Get the registration numbers of any vehicles involved
- Report the incident to the police if your car is stolen or deliberately damaged
- You should make your claim as soon as you can after the incident. Either call us on 133 723 or lodge your claim online.
We’re here to make your claim simple and easy. Use this form to claim online, anytime, anywhere - and we'll come back to you within 48 hours.
If you require urgent assistance, or would like to speak to one of our claims team members, please call us on 133 723 and we’ll be there to help.
To claim online you’ll need the following:
- Your policy number
- Details of other people involved
- Details about what happened
Let's get started
What happens after claiming online?
We’ll get in touch with you within 48 hours to provide you with a claim number.
You can call us anytime on 133 723 even if you lodged your claim online.
How does it all work?
Making a claim is quick and easy. Check out these three easy steps that apply when your QBE policy covers repairs to your car.
1. Lodge your claim
you can:
Make your claim online
Call our 24/7 claims line on 133 723
Contact your broker to help you.
To lodge your claim, you’ll need:
Your QBE policy number
Details of what happened
Details of other people involved, such as names and contact details of third parties and witnesses
2. Manage your claim
A dedicated claims officer will manage your claim. We may be able to make a decision on your claim if we have all the details, or we’ll let you know if we need to know more.
If your car is safe to drive, we’ll tell you about your nearest QBE Accredited Smash Repairer and help you through the repair process.
We’ll tell you if there are any excesses to pay. You can also talk to us if you’re in financial hardship.
3. Manage your repairs
If your car is to be repaired, you can arrange when to drop it off with a QBE Accredited Smash Repairer. Your QBE’s Accredited Smash Repairer will provide a complimentary service(s)* that you can choose from e.g. Taxi Voucher of $50 each way to travel to and from their shop.
If it’s in a storage yard, we’ll assess it there or arrange to move it to the nearest accredited repairer.
We’ll pay our accredited repairer the cost to fix your car, minus your excess. All repairs we authorise have a guarantee on their quality and workmanship, for as long as you own your car. Check your PDS for details.
If you choose another repairer and it’s not a part of your cover, you’ll need to authorise and manage your repairs. Then we’ll pay you a fair and reasonable amount for your repairs minus your excess, which you’ll pay to your repairer.
Frequently Asked Questions
1. Will my claim cover the cost of a hire car?
This depends on the policy cover you’ve purchased and any cover options you’ve selected. Check your Certificate of Insurance and PDS for details or if you’re not sure, give us a call.
What happens if the car accident isn’t caused by the driver of my car? If we agree someone else was at fault and you tell us their name, address and vehicle’s registration, you will not need to pay an excess. If you have a no claim bonus on your policy, it won’t be impacted. To find out more please call us on 133 723.
2. What happens if the car accident isn’t caused by the driver of my car?
If we agree someone else was at fault and you tell us their name, address and vehicle’s registration, you will not need to pay an excess. If you have a no claim bonus on your policy, it won’t be impacted. To find out more please call us on 133 723.
3. Can I drive my car after the accident?
You shouldn't drive your car if it’s:
Obviously not safe to drive
Unroadworthy due to the damage
Lights have been damaged
Radiator is leaking
Engine or transmission has been damage
Temperature gauge is too high
Been damaged and interferes with normal driving.
4. How can I choose my own repairer?
If your car needs to be repaired, that’s where our QBE Accredited Smash Repairer gets to work. Our hand-picked nationwide repairer network has been chosen for a reason; they’ll take care of you and your car, so you have a great claims experience. We’ve selected them because they have the right knowledge, skills and equipment, so you can trust their service and safe repairs.
If the Choice of Repairer option is included in the policy your claiming on, you can choose your own repairer.
5. How about if my car is stolen and not recovered, or too far gone to repair?
If we agree that’s the case, then we'll declare it a total loss and settle your claim in accordance with the terms of your policy.
6. When will the QBE Accredited Smash Repairer start work on my car?
Once QBE has authorised your car’s repair, the repair time will depend on a number of factors like the extent of the damage to your car and availability of parts.
7. What quality of service can I expect from a QBE Accredited Smash Repairer?
All QBE Accredited Smash Repairers must meet QBE standards. They’re committed to providing you with priority service and hassle-free repairs.
Your accredited repairer is your main contact while they fix your car. Just give them your claim number and they’ll take care of the rest. The benefits of using QBE authorised repairers are:
Quality inspections
QBE provides a lifetime guarantee on the workmanship and materials used in your repairs
They maintain professional business premises
They use the latest repair equipment
They'll wash and vacuum your car before you pick it up.
What happens if I have a concern with the repairs?
We guarantee the quality of workmanship and materials used in repairs authorised and managed by us, for as long as you own the car. If you have any concern about the repairs to your car, call us on 133 723 so we can inspect your car.