Frequently Asked Questions

To make it easier to settle your car insurance claim quickly:

• Record the name, address, licence number and insurer of other drivers involved, and the registration numbers of their vehicles.
• Try to get names and addresses of witnesses.
• Notify the police as soon as possible.
• If your vehicle is not driveable and you have comprehensive car insurance cover, arrange for it to be towed somewhere safe. Make sure you have the address details so that you can let us know where your vehicle is located.
• Notify us of your car insurance claim online, or call our claims department on 13 1000 and one of our friendly consultants will take you through the claims process.

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• Report it to the police as soon as possible.
• Notify us of your car insurance claim online, or call our claims department on 13 1000 and one of our friendly consultants will take you through the claims process.

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You will need to pay your excess if you contributed to the cause of the accident or if you cannot provide the details of the responsible party and vehicle.

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Your NCB will only be affected if you contributed to the cause of the accident or if you cannot provide the details of the responsible party and vehicle.

You may have paid an extra premium so that your NCB is protected, even if you are at fault. Our claims staff can confirm whether this option applies to your claim.

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One of our qualified Motor Vehicle Assessors inspects the damage to your vehicle. You or your repairer can arrange a date for the assessment with us.

On the assessment date, you need to leave your vehicle at the repairer (usually by 8 a.m. in the morning).

The Assessor inspects the damage to your vehicle referring to the details supplied by us. This includes the vehicle details, accident description, policy cover and whether the repairs are authorised to go ahead.

The necessary repairs, paint and parts for your vehicle will be determined by the Assessor and in most cases, authority to repair your vehicle is given the same day to your repairer. The Assessor provides a report on the damage and agreed repairs to the Claims Department.

The Assessor will contact you by telephone to confirm the repairs are authorised.

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Yes, you most certainly can choose your own repairer, see our Claims Process and Repair Charter information for more information on this. We are also happy to help you select a repairer in most areas if you require assistance.

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You will need to liaise with your repairer as to when they can commence the repairs. Usually, your repairer will be able to start work immediately following the assessment.

Once repairs are complete your repairer will contact you to collect your vehicle. You may need to pay an excess depending on the circumstances of your claim. We will have advised you whether or not an excess applies when you lodged your claim.

Allianz provides a guarantee on the repairs for the period of time that you own the vehicle.

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If the Assessor determines that the vehicle is damaged beyond repair, he will call you to advise you of this. If your policy is Agreed Value, then the Pre-Accident Value of your vehicle has already been determined. However if your policy is Market Value, this value is based on a number of factors including:

• Book guide (Glass’s Guide) and current car sales,
• Pre-accident condition of your vehicle, and
• Kilometres travelled.

The Pre-Accident Value provided by the Assessor does not take into account any Excess or Unpaid Premium (if you pay your policy by monthly instalments we will calculate the remaining premium due for the policy period), which may need to be deducted. Once we have received the Assessor’s report, we will contact you with the final settlement amount.

When there is finance on your vehicle, Allianz is obligated to pay the financier any outstanding amount.

As the wreckage of your vehicle becomes the property of Allianz, the Assessor will arrange for your vehicle to be towed away from the repair shop and for it to be disposed of. You will need to remove any personal items left in your vehicle.

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• Record the name, address, licence number and insurer of other drivers involved, and the registration numbers of all vehicles.
• Try to get names and addresses of witnesses.
• Don’t make any admissions of liability and don’t attempt to settle any claim made against you.
• Notify us of your car insurance claim online, or call our claims department on 13 1000 and one of our friendly consultants will take you through the claims process.

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When your vehicle has been damaged by a vehicle insured by Allianz and the claim has been reported to us, we will arrange for your vehicle to be assessed. Provided the claim is accepted, we will authorise the repairs to your vehicle.

If your vehicle is written-off, the Assessor will calculate the Pre-Accident Value of the vehicle and deduct its salvage value; however you retain ownership of the wreckage and will need to arrange for its sale and/or disposal.

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If your personal effects have been damaged in a collision involving your vehicle, we may include an amount towards repairing or replacing your personal effects. You need to advise us about this and keep the damaged articles available for inspection.

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