- Safety comes first: check for injuries and move to a safe place
- Stay calm and collect key details, driver and witness contacts, and photos at the scene to support your claim
- Report the accident to your insurer. If you need to make a claim with Allianz, our claims team is here 24/7 to help you.
What to do after a car accident and how to claim
Last updated on 31 August, 2026
Even minor car accidents can feel overwhelming, and it’s not always clear what to do next. We handle thousands of car accident claims every year, supporting our customers when they need us most. Here are our suggestions for what to do at the scene and how to start a claim.
Key takeaways
After a car accident, you must stop and help as much as you can. Your number one priority is to make sure everyone involved in the crash is safe.
1. Assess the situation
- Turn off your ignition to reduce fire risk.
- Turn on your hazard lights.
- Check to see if anyone is injured, where it’s safe to do so.
- Call triple zero (000) if someone is hurt, there’s major damage or the road is blocked.
2. Move to safety
- Move yourself and any passengers to a safe place.
- If your car is blocking the road, and you can drive it safely, move it off the road.
- Move any debris that could cause another accident out of the way only if it’s safe to do so.
3. Gather key details
To make an insurance claim, you'll need a few details from the accident scene.
- Time and location of the accident.
- Name, licence, address, and full contact details of other drivers involved. Just a name and mobile phone number isn’t enough.
- Registration, make or model, and insurer of other vehicles involved.
- Police report number, if police attended the scene.
- Witness contact details if anyone saw the crash. This can help if there’s a dispute about what happened.
4. Exchange your own details
- Share your vehicle, contact, and insurer details with the others involved.
- Don’t apologise or say anything that suggests you’re at fault. Admitting fault may affect your liability and claim outcome.
5. Take photos and keep dashcam footage
Photos or clear dashcam footage can support your claim. Try to capture the following:
- Damage to vehicles or property from different angles.
- The accident location and road conditions.
- Traffic lights, nearby road signs, and intersections.
- Number plates and the other driver’s licence, as well as writing down their details.
- Any debris or skid marks.
6. If your car isn't driveable, arrange a tow truck
Only accept a tow truck that you or your insurer have arranged.
- If you have an Allianz Comprehensive Car Insurance policy and need a tow, call us on 13 10 13. Store this number in your phone contacts, so it’s there if you need it.
- Tow operators can’t take your vehicle without your signed authority unless the police direct them.
When to report the accident to the police
Depending on what happened and where, you may need to file a police report even for minor accidents.
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|
State or Territory |
When you must report |
Timeframe |
|
Injury, death, driver under the influence (DUI) or fails to exchange details |
28 days or immediately if injury |
|
| VIC |
Injury, death, property damage, failure to exchange details |
Immediately |
| QLD |
Injury, death, DUI or fails to exchange details |
As soon as possible |
| SA |
All accidents, even minor with driver details exchanged |
Immediately |
| ACT |
All accidents, even minor with driver details exchanged |
Within 24 hours |
| WA |
Injury, death, hit and run, adverse drivers’ licences, careless ‘P’ plate driving, stolen vehicles |
As soon as possible |
|
Injury, death, failure to exchange details |
Within 24 hours |
|
|
Injury, death, failure to exchange details |
Within 24 hours |
When you report the accident, you’ll receive a police event number. You may need this for your claim.
Making your claim with Allianz
Contact us as soon as you can, while the accident details are clear and accurate in your mind. Be ready to share the information you gathered at the scene.
- The fastest way to make a claim is online and we’ll contact you with the next steps.
- You can upload your photos and dashcam footage when you submit your claim.
- If you’d prefer to talk through your claim, contact us.
- Our claims team is here to help you 24/7.
Accepted file formats
When you’re ready to upload files, the accepted file formats are: JPEG, JPG, PNG, GIF, TIFF, BMP, HEIC, MP4, PDF, Word, Excel, and PowerPoint.
You can upload up to 10 files, less than 10 MB each. If you have more than 10 files to upload, you can send them to us after you submit your claim.
What happens after you submit your claim
We’ll aim to be in touch within two business days to help with the following:
- Provide your claim reference number.
- Let you know if you need to provide any more details.
- Confirm your repairer and the next steps.
The outcome of your claim will depend on the type of insurance you hold, if you’re not at fault, and if the other driver is insured.
If your claim is approved
- We’ll find you a repairer. If you have Allianz Comprehensive Car Insurance, you can choose your own.
- We’ll assess your car to understand the extent and cost of repairs.
- We’ll either repair your car or pay you the repair cost.
If your car is a total loss
If we accept your claim and your car can’t be repaired, your payout will depend on your policy. Agreed and market value determine how much you’ll get.
Agreed value: this is provided with Allianz Comprehensive Car Insurance. We’ll pay a fixed amount as agreed at the start of your policy.
Market value: we provide this with Allianz Comprehensive Essentials. We’ll pay the car’s market value before the accident.
Learn more about agreed vs market value.
We may replace your car if it’s within two years of manufacture and you have a Comprehensive Insurance policy.
Depending on the type of accident, you may also need to make a Compulsory Third Party (CTP) claim. Your CTP Insurance can vary based on your location. Learn more about CTP claims.
Costs to consider
We’ll explain the costs during your claim. You may need to allow for:
- Excess
- Any unpaid premiums or payments
- The value of the damaged car and property if we’ve agreed you may keep it
How long does it take to process a claim?
Once you’ve provided all the relevant information, these are typical timelines. However, things like disputes, key details missing, availability of parts, and how complex the claim is may cause delays.
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|
Type of repair |
Estimated timeframe |
|
|
Minor or cosmetic repairs |
One to two weeks |
|
|
Major repairs |
Three to six weeks if parts are available |
How long repairs take also depends on when the repairer can start the work. If there’s a major weather event or other catastrophe, repairs may take longer than usual.
What happens if you don't agree with the claim outcome?
If you don’t agree with our decision about your claim, you can make a complaint. If we can’t resolve your complaint to your liking, in time, or if it’s simply your preference, you can seek an independent review.
The Australian Financial Complaints Authority (AFCA) is an external dispute resolution scheme, which is independent and free to you, subject to relevant terms and rules.
If your concern is about a CTP claim, see our CTP claims complaint process.
Do I need car insurance?
Car accidents can happen to anyone, and they can be stressful. Insurance may cover the unexpected costs, and help you with managing repairs, disputes, and liability. Having cover in place may give you reassurance while you’re behind the wheel.
There are two main types of cover:
- Third Party Property Damage Car Insurance, which covers damage to other people’s cars or property. This doesn’t cover damage to your own car.
- Comprehensive Car Insurance, which covers damage to your car and other people’s cars or property.
Frequently asked questions
No. Admitting fault at the scene can affect your claim and future premiums.
If you’re not at fault and you have Allianz Comprehensive Car Insurance:
- We may cover reasonable towing and storage costs for your car.
- We can arrange a rental car to help keep you moving.
- If the accident happened far from home, we may cover emergency accommodation costs for up to $500.
- If we have the at-fault driver’s details, you may not need to pay an excess.
For full details, see the Product Disclosure Statement (PDS).
The at-fault driver must pay the reasonable cost of the loss or damage, even if they aren’t insured.
You may only choose your own repairer if you have Allianz Comprehensive Car Insurance . If you have Allianz Comprehensive Essentials, we’ll choose a repairer for you.
If you’ve hit a parked car, you’re legally required to stop and provide your details. If you don’t, this is a hit-and-run.
If the owner isn’t there, leave a note on their windscreen with:
- Your full name, licence number, phone number, address, your car’s registration, and a brief explanation of what happened
- Take photos of the scene, the damage to both vehicles, and your note on their windscreen
- Report the incident to the police
If you have Comprehensive Car Insurance, we may cover the damage. You may need to pay an excess.
For Third Party Property Damage Insurance claims, we may handle the cost of repairing the other driver’s car.
It's a reference number that you’ll receive from the police when you report an accident. You may need it for claims involving theft or malicious damage, hit and runs, or serious accidents.
A police event number helps us understand the accident, who was at fault, and which cover benefits you’re entitled to.
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Disclaimer
This article has been prepared by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL234708 ("Allianz"). It is a summary of key concepts and not meant to represent the complete picture on any given matter. It is not meant to be legal advice. The information should be read in conjunction with the relevant legislation and regulations. In some cases, information has been provided to us by third parties and while that information is believed to be accurate and reliable, its accuracy is not guaranteed in any way.
Any opinions expressed constitute our views at the time of issue and are subject to change. Neither Allianz, nor its employees or directors give any warranty of accuracy or accept responsibility for any loss or liability incurred by you in respect of any error, omission or misrepresentation in this article.
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Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, limits, and exclusions apply. Before making a decision about this insurance, consider the relevant Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website. We do not provide any form of advice if you call us to enquire about or purchase a product.
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