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Car Insurance claims

We're here to help you get back on track as smoothly as possible

What you need to get started

  • Details of the incident (such as the date, where the damage occurred, any other vehicles involved).
  • Other drivers details that would reasonably allow us to identify the person so that we can exercise our rights of recovery such as name, address and licence number (if available).
  • Supporting documents or images (if available).

How does it work?

Start your claim online or give us a call.
We'll contact you for any additional information and help plan next steps.
Depending on the incident and type of cover you have, we may organise to repair or replace your car, or pay out your claim.
We finalise your claim, to help keep you moving.
You can choose your own repairer: For more information about choice of repairer, refer to your PDS for full details. See our Repairer locator for details of available repairers.

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.

Windscreen or car glass only claim. Call our approved repairer, O'Brien Glass. Open 24 hours, 7 days a week. Just have your policy number or rego ready and they'll handle the rest.

Did you know?

You don't have to proceed with your claim once you've spoken to us. It won't affect your claims history or policy premium if you decide to withdraw your claim. That's what we're here for – to help you understand your cover so you can make informed decisions that are right for you.

Make a claim at any time

Start your claim online or call 13 10 13. We have a team available 24 hours, 7 days a week to assist you.

We finalised 166,405 Comprehensive Car Insurance claims in 2024 to help keep you moving

Allianz 2024 car insurance claims statistics: Collision 58.5%, Windscreen 21.2%, Storm Damage 0.8%, Other 15.8% and Theft 1.5%.
Our Comprehensive Car Insurance customers rated their claim experience 4.4 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.

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.

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.

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.

Once you’ve lodged an Allianz Comprehensive Car Insurance claim and you have 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

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*Conditions apply

  1. 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.
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.