Car Insurance claims

Before arranging a rental car, call us for approval on 13 10 13. If you’ve taken out the optional rental car after any covered incident cover, you’ll receive a rental car. We can also arrange a rental car after a not at fault collision if you have the following information:

• Proof that the collision was caused by someone else
• The contact details for the person at fault

If your car is stolen and found damaged, we can arrange a rental car until it’s been repaired. If your stolen car is found undamaged, you can receive a rental car until you collect it.

Note: If you don’t get our approval, we may pay for 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.

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.

If you have Allianz Comprehensive Car Insurance and your car is repairable, you can choose your own repairer, or you can use one of our selected repairers.¹ 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.

For help finding a repairer, 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.