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Make a car insurance claim

Prefer to speak to a member of the team? Call us on 13 10 13.

  • Details of the incident (such as the date, where the damage occurred, any other vehicles involved)
  • Other drivers' details such as name, address and licence number (if available)
  • Supporting documents or images (if available)

How does it work?

Step one of four
Start your claim online or give us a call.
Step two of four
We'll contact you for any additional information and help plan next steps.
Step three of four
Depending on the incident and type of cover you have, we may organise to repair or replace your car, or pay out your claim.
Step four of four
We finalise your claim, to help keep you moving.
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.
Start your claim online, or call one of our friendly team members.
Chart shows Allianz 2020 claims statistics: Collision 69%, Windscreen 19%, Storm Damage 6%, Other 5% and Theft 1%
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.
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 will advise you of the next steps to start your claim.

An excess is the amount you will need to contribute towards a claim.  All applicable excesses are shown in your policy documentation. Where you or the driver of your car are involved in an accident and are deemed to be not at fault and you can provide us with the responsible party’s details, you may not have to pay an excess. Please refer to your PDS for more information.

Our claims team will always advise you when you will need to pay an excess and how it can be paid. If you are unsure about your claim, or have any queries about our claims process, please contact our claims team on 13 10 13.

Charging an excess helps to keep the costs of premiums down by reducing the number of small claims. The amount and type of excess you have to pay will be shown in your policy documentation. For full details of conditions and exclusions please refer to your policy documentation or the relevant PDS.
  • Contact police / ambulance if people are injured.
  • Record the name, address, phone number, email address, licence number and insurer of other drivers involved, 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 is not 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, 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.


One of our Motor Car Assessors inspects the damage to your car. You will work with your repairer and us to arrange a date for the assessment with us. The Assessor inspects the damage to your car along with the quote supplied by the repairer, referring to the details supplied by us. This includes the car details, accident description, policy cover and whether the repairs are authorised to go ahead.

The necessary repairs, paint and parts for your car will be determined by the Assessor and authority to repair your car is issued by the Assessor 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 outcome of the assessment and the next steps to get your vehicle repaired.

If your car is repairable you can choose your own repairer, or you can use one of our selected repairers.  

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 a claim and we’ve helped you find a repairer, we’ll work with you and your 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.

If the Assessor determines that the car is damaged beyond repair or uneconomical to fix, they will call you to advise you of this.

Your vehicle could be insured for market value or an agreed value, depending on your policy and what is shown on your policy documentation.

If it is Insured for Agreed Value then you will be settled the Agreed Value listed on your policy.

If it is Insured for Market Value, then this will be determined by taking into consideration but not limited to Book Guides, current car sales, the Pre-accident condition of your vehicle and the Kilometres your vehicle has travelled.

We will also 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. You will be notified of the final settlement amount.

When there is finance on your car, Allianz is obligated to pay the financier any outstanding amount first. We will work with your financier during the claim to determine what that amount is.

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

Please 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.

If you’ve had an accident with an Allianz customer and you do not have insurance we can assist you with the damage to your vehicle or property if our customer has lodged their claim and met their policy obligations.

We may ask you to attend a repairer for an assessment of your vehicle and can provide you with a replacement vehicle should your vehicle not be driveable until we have settled your claim.

Please contact us on 13 10 13 and if our customer has lodged a claim we will be able to advise you of the next steps. When you do call, please ensure you have the details of our customer, your vehicle details and the details of the accident.

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, please 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.

Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 is the insurer of any general insurance products offered on this website.

Allianz Australia Life Insurance Limited ABN 27 076 033 782 AFS Licence No. 296559 is the insurer of any life insurance products offered on this website.