Being involved in a car accident and having to make a claim can be overwhelming. It’s important that you’re safe. When you’re ready, our team can help you through the process of making a claim.
Car Insurance claims
We're here to help you get back on track
Your safety and wellbeing
Stay safe: make sure you and your car are safely off the road. If there's an injury or hazard, call 000.
Get driver details: ask for the other driver’s full name, address, phone number, vehicle registration number, licence number and insurer.
Need a tow? If you have Allianz Comprehensive or Comprehensive Essentials Car Insurance, call 13 10 13 so we can help get you moving.
What you'll need to make a claim
We’ll need some details to process your claim. Don’t worry if you don’t have everything, you can still start your claim and add more info later.
- Incident details: what happened, the date, time, and location
- Driver’s details: name, contact, rego or plate number, and insurance details for all drivers
- Damage details: photos of the damage, or dashcam footage, if available
- Other details: witness contact details, police reports, quotes or invoices
Make a claim
When you’re ready, the fastest way to make a claim is online. If you prefer to speak to someone, you can call us 24/7.
Claim online
Start your claim online at any time.
Claim by phone
Our friendly claims team is here to help 24/7.
Windscreen or car glass only claims
Call our repairer O'Brien Glass 24/7 with your policy or rego number.
When you make an insurance claim, you might need to pay an excess. Your claims consultant will confirm this, but here are some examples:
Understanding excess
For repairs: you'll pay the excess to the repairer.
If there's a settlement: we can deduct it from your payout.
If your experiencing financial hardship: we'll work with you to find a solution.
For more details, see your policy documents or Product Disclosure Statement (PDS).
You don't have to continue with your claim once you've started it. If you decide to withdraw your claim during the lodgement stage, it won't affect your claims history or policy premium. We're here to help you understand your cover, so you can make informed decisions that are right for you.
Check what's covered under your Car Insurance
Here is a snapshot of some of our Car Insurance cover features.
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Comprehensive
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Comprehensive Essentials
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Third Party Property
Our policies have changed over the years, so your cover may differ based on when you first purchased your policy. For the full list of product inclusions and exclusions, see the relevant Product Disclosure Statement (PDS).
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 more information
- Confirm your repairer and guide you through next steps
Organising a repairer
If you have Comprehensive Car Insurance, you can choose your own repairer1. See our Repairer locator for details of available repairers.
If you have Comprehensive Essentials Car Insurance, we’ll allocate a repairer for you.
For more information about repairers, refer to your PDS.
Need to repair your electric vehicle (EV)?
We've got your EV claims and repairs covered. See our expert guide to hassle free EV repairs and claims coverage.
CAPTION: When did Allianz begin managing EV repairs?
Peter Hartman, Allianz National Manager, Motor Assessing Performance: All the way back in 2001 with the launch of hybrids. It was really an exciting time, EVs were this giant step forward in technology and sustainability.
Allianz Australia is part of the Worldwide Allianz Group, which has presence in over 70 countries. So, one advantage we have is we're able to access the group’s automotive research centre in Munich. This allows us to share the collective knowledge about EV research, safety, claims, and repairs from more established markets around the world.
CAPTION: How are EV claims different to other vehicles?
Peter Hartman: With the popularity of EVs on the rise, we're seeing new kinds of claims like impact damage to the battery from drivers misjudging the low ground clearance or drivers who are still getting used to EV controls, often accelerate too quickly and have accidents.
These types of claims usually happen in the first three months of buying a new car, which is good to know if you're a new EV owner.
CAPTION: Can anyone repair an EV?
Peter Hartman: To repair EVs, you need specialised training, tools, access to manufacturers repair methods, and high voltage safety qualifications. We work with a number of EV repairers, including BodyTech Automotive Castle Hill, and we're here today to share their knowledge about repairing electric cars.
CAPTION: How does BodyTech help customers with EV repairs?
Elisa Libratore. BodyTech Automotive Customer Relations Manager: At BodyTech we're proud to be an Allianz pre-authorised selected repairer as well as an accredited Tesla approved body repair centre. That means we can fast-track vehicle assessments for Allianz customers.
Cars get worked on sooner and therefore back on the road sooner.
CAPTION: What training do EV repairers need?
Jye Christodolou. BodyTech Automotive Manager: For some EV brands, you need specialised equipment, accreditation, and training to repair their vehicles, including safety courses for their high-voltage systems.
Brands often have their own training on parts systems and quality control standards, like Tesla. Only authorised Tesla repairers like us can access their systems, technical support, official repair methods, and parts to get you back on the road faster.
CAPTION: When repairing an EV, what are some watch outs?
Jye Christodolou: As an example, when we repair Teslas, we first need to put them in service mode so the customer can't access the vehicle, which would temporarily take their control away. Naturally, we switch it back before the customer collects it.
It's also important to maintain charge to the vehicles as they can't go under a certain percentage, which helps manage the battery life.
CAPTION: Do EVs take longer to repair?
Jye Christodolou: EVs don't necessarily take longer to repair than traditional vehicles. It all depends on whether a high-voltage system is involved,
superficial or cosmetic damage repairs are exactly the same in an EV.
CAPTION: Anything else before it's road ready?
Jye Christodolou: The last thing we do once we've repaired an EV, is check that the safety and technology tools are fully integrated using the vehicle's on-board sensors. If the system identifies any issues, we fix them.
CAPTION: What can Allianz offer to EV owners?
Peter Hartman: You can be confident you're in good hands with Allianz. We aim to provide you with a fast and quality EV repair experience and help you get back on the road sooner.
These common claims are all covered by Allianz Comprehensive Car Insurance
We supported over 158,000 Comprehensive Car Insurance customers last year with their claims.
Our Comprehensive Car Insurance customers rated their claim experience 4.5 out of 5 over the last year. See more about what our customers had to say.
Frequently asked questions
You don’t need to arrange any repair or replacement quotes prior to talking to us. When you lodge your claim one of our consultants will walk you through the assessment process. They'll advise you of the next steps in the claims process.
Yes. Find out more about our complaint, internal and external disputes resolution process.
Whether we can arrange a rental car depends on which policy you have and if you were at fault.
- Comprehensive Insurance offers an option to add rental car cover after any covered incident, regardless of if you were at fault.
- Comprehensive Essentials Insurance doesn’t include this option.
If you’ve got Comprehensive Insurance and have taken out the optional rental car after any covered incident cover, you’ll receive a rental car.
We can also arrange a rental car under both policies if you weren’t at fault and have the following information:
- Proof that the collision was caused by someone else
- The contact details for the person at fault
Before you book a rental car, call us for approval on 13 10 13. If you book without approval, we’ll pay for rental car costs up to the amount we would have authorised. If your car is safe to drive or isn’t at a repair shop, we won’t arrange a hire car.
An excess is the amount you'll need to pay towards a claim. Your policy documents will show all applicable excesses for your Allianz Comprehensive or Third Party Property Damage Car Insurance.
These are some common situations where you’ll need to pay an excess for a Comprehensive Car Insurance claim:
- An incident where you or the driver of your car is at fault
- Where you’re not at fault, but you don’t have the at fault person’s details or their details are incorrect
- A weather event, such as hail, damages your vehicle
- Your car is stolen or written off
- Your windscreen is damaged – unless you’ve bought optional no excess for windscreen damage only claims cover
- Your car hits an animal, such as a kangaroo
If you aren’t at fault and provide the at fault person’s details, you may not have to pay an excess. For more information, read our car insurance excess guide or see your PDS.
Our claims team will always tell you when you'll need to pay an excess and how to pay it. If you're unsure about your claim, or have any queries, give our claims team a call on 13 10 13.
Charging an excess helps to keep the costs of premiums down by reducing the number of small claims. We’ll show the amount and type of excess you have to pay in your policy documents. For full details of conditions and exclusions, see your policy documentation or the relevant PDS.
If you have Allianz Comprehensive Car Insurance:
- Contact police / ambulance if people are injured.
- Get the name, address, phone number, email address, licence number, and insurer of other drivers involved.
- Record the registration numbers and make and model of the vehicles involved.
- Try to get names, addresses, phone numbers and email addresses of witnesses.
- Where possible try to get photos of any damages caused and vehicles involved where it’s safe to do so.
- If your car isn't driveable, call us and if you have comprehensive car insurance we’ll arrange for it to be towed somewhere safe and cover the reasonable costs of towing and storage. Make sure you have the address details so that you can let us know where your car is located.
- Report that your vehicle has been stolen to the police as soon as possible and record the police report number when it is issued to you.
- Once the Police have been notified, if you have Allianz Comprehensive Car Insurance submit a claim online, or call our claims department on 13 10 13 and one of our friendly consultants will take you through the claims process.
Whether you can choose your own repairer depends on which insurance policy you have and if your car is repairable.
- Comprehensive Insurance: you can choose your own repairer, or you can use one of our selected repairers.1
- Comprehensive Essentials Insurance: we’ll allocate a repairer for you.
We may authorise repairs, pay you reasonable repair costs or the car's agreed value, or replace your new car where policy conditions are met.
You can start your claim online, or call us on 13 10 13 and one of our friendly claims service consultants will take you through the claims process.
After you’ve lodged an Allianz Comprehensive or Comprehensive Essentials Car Insurance claim and we’ve allocated a repairer, we’ll work with you and the repairer to help get you back on the road as soon as possible. Once repairs are complete, your repairer will contact you to collect your car.
Notify us of the incident by lodging your claim online or calling us on 13 10 13 and we will be able to advise you of the next steps. Please ensure you have the details of the person making the claim, your car details and the details of the accident.
If the damage was the fault of another person, you should contact their insurer for further details. You should call us if you're ever not sure whether you were at fault. Contact us on 13 10 13 and one of our friendly claims consultants will discuss this with you.
We're here to help
Explore our Help page for questions about your policy, claims, payments, and more. If you need to reach us, we're ready to connect.
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*Conditions apply
- If you choose your own repairer, we may need a second quote from another repairer chosen by us just to make sure the quote you've received is reasonable. We may then authorise repairs, pay you reasonable repair costs or the car’s agreed value or replace your new car where policy conditions are met.
- If your new car is stolen or written off within two years of manufacture, you can choose for us to pay you the agreed value or to have your new car replaced with one of the same make and model where available in Australia.
- Market value means the cost to replace your car with a car of the same make, model, age and condition as your vehicle immediately prior to the loss or damage. This excludes costs and charges for registration, CTP insurance, stamp duty transfer, dealer warranty costs, transfer fees, and dealer delivery. See the PDS for more information.
- We guarantee materials and workmanship on repairs we authorise, for as long as you own or lease your car.
Allianz acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past and present.
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.
Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 is the insurer of any general insurance products offered, and Allianz Australia Life Insurance Limited ABN 27 076 033 782 AFS Licence No. 296559 is the insurer of any life insurance products offered. Each entity is responsible for any statements and representations made about its products, on this website.