Motor Insurance - Frequently Asked Questions

What should I do if I have an accident?

To make it easier to settle your claim quickly:

  • Record the name, address, phone number, email address, licence number and insurer of other drivers involved, and the registration numbers of their vehicles.
  • Try to get names, addresses, phone numbers and email addresses of witnesses.
  • Notify the police as soon as possible.
  • If your vehicle is not driveable and you have comprehensive cover, arrange for it to be towed somewhere safe. Make sure you have the address details so that you can let us know where your vehicle is located.
  • Notify us of your claim online, or call our claims department on 13 10 13 and one of our friendly consultants will take you through the claims process.

What if my vehicle has been stolen?
  • Report it to the police as soon as possible.
  • Notify us of your claim online, or call our claims department on 13 10 13 and one of our friendly consultants will take you through the claims process.

Will I have to pay my excess?

It will depend on the circumstances. You may be required to pay an excess in order to have your vehicle repaired. An excess is the amount shown in the current schedule which you must pay when you make a claim under your policy unless we state an excess does not apply. Our claims team will always advise you when you will need to pay an excess, but if you are unsure about your claim, or have any queries about our claims process, please contact our Claims team on 13 10 13.

Will my No Claim Bonus (NCB) be affected?

Generally your NCB will only be affected if you contributed to the cause of the accident or if you cannot provide the details of the responsible party and vehicle. For further details, please refer to the Product Disclosure Statement.

What happens when my vehicle is assessed?

One of our qualified Motor Vehicle Assessors inspects the damage to your vehicle. You or your repairer can arrange a date for the assessment with us.

On the assessment date, you need to leave your vehicle at the repairer (usually by 8 a.m. in the morning).

The Assessor inspects the damage to your vehicle referring to the details supplied by us. This includes the vehicle details, accident description, policy cover and whether the repairs are authorised to go ahead.

The necessary repairs, paint and parts for your vehicle will be determined by the Assessor and in most cases, authority to repair your vehicle is given the same day 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 repairs are authorised.

Can I use my own repairer?
Yes and let us help you get back on the road! Selecting your repairer is easy with our repairer locator, which allows you to search for a repairer by location or name. Our extensive list of repairers includes our selected repairers - they deliver excellent customer service and quality repairs so you can be sure that we will strive to achieve the best repair outcome for you. Repairer locator allows you to chose your preferred search method and does the running around for you. You can choose a repairer close to home, work or a location that suits you and results will be colour coded for your convenience. To access repairer locator simply lodge your claim online by clicking here and once we have received your online claim notification, one of our Allianz Customer Service team will contact you to discuss the repair process and answer any questions you might have. Alternatively, you can call us on 13 10 13 and one of our friendly claims service consultants will take you through the claims process.

When will my vehicle be repaired?

You will need to liaise with your repairer as to when they can commence the repairs. Usually, your repairer will be able to start work immediately following the assessment.

Once repairs are complete your repairer will contact you to collect your vehicle. You may need to pay an excess depending on the circumstances of your claim. We will have advised you whether or not an excess applies when you lodged your claim.

Allianz provides a guarantee on the repairs for the period of time that you own the vehicle.

What if my vehicle is written-off?

If the Assessor determines that the vehicle is damaged beyond repair, he will call you to advise you of this. If your policy is Agreed Value, then the Pre-Accident Value of your vehicle has already been determined. However if your policy is Market Value, this value is based on a number of factors including:

  • Book guide (Glass’s Guide) and current car sales,
  • Pre-accident condition of your vehicle, and
  • Kilometres travelled.

The Pre-Accident Value provided by the Assessor does not 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. Once we have received the Assessor’s report, we will contact you with the final settlement amount.

When there is finance on your vehicle, Allianz is obligated to pay the financier any outstanding amount.

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

What should I do if someone makes a claim against me?

  • Record the name, address, phone number, email address, licence number and insurer of other drivers involved, and the registration numbers of all vehicles.
  • Try to get names, addresses, phone numbers and email addresses of witnesses.
  • Don’t make any admissions of liability and don’t attempt to settle any claim made against you.
  • Notify us of your claim online, or call our claims department on 13 10 13 and one of our friendly consultants will take you through the claims process.

What happens when you are a Third Party?

When your vehicle has been damaged by a vehicle insured by Allianz and the claim has been reported to us, we will arrange for your vehicle to be assessed. Provided the claim is accepted, we will authorise the repairs to your vehicle.

If your vehicle is written-off, the Assessor will calculate the Pre-Accident Value of the vehicle and deduct its salvage value; however you retain ownership of the wreckage and will need to arrange for its sale and/or disposal.

What happens if your Personal Property has been damaged?

If your personal effects have been damaged in a collision involving your vehicle, we may include an amount towards repairing or replacing your personal effects. You need to advise us about this and keep the damaged articles available for inspection.