What is the Not-at-fault Insurance Claim Procedure in Victoria?

The not-at-fault insurance claim procedure in Victoria is designed to ensure you are not financially penalized for an accident caused by another driver. By following the correct steps, you can secure a car insurance excess refund and maintain your driving record without premium increases.

1. Document the Incident: Ensure everyone is safe, then exchange full names, contact numbers, registration plates, and insurance details with the other driver. Take clear photos of the damage and the scene from multiple angles. If the accident is serious or involves a hit-and-run, contact Victoria Police to obtain a formal report.
2. Lodge the Claim: Report the accident to your own insurer immediately, clearly stating you were not at fault. You must be able to identify the at-fault driver to proceed. In Victoria, you have the legal right to choose your preferred repairer, such as our team in Ravenhall.
3. Vehicle Assessment and Repairs: Once you bring your vehicle to us, we conduct a detailed damage assessment. As part of our Stress Free Claims Handling, we act as your insurance liaison, managing all communication with the insurers and handling the necessary paperwork.
4. Stay Mobile: To keep you on the road, we offer a free not-at-fault loan car for eligible customers while our experienced technicians restore your vehicle to factory standards using genuine parts.
5. Excess and Settlement: We work with all car insurance companies to establish liability. When the other party is confirmed as responsible, your excess is typically waived or refunded. Once repairs are completed and the insurer settles the claim, your vehicle is returned with a quality assurance guarantee.

• Not at Fault Insurance Claim Procedure: Step‑by‑Step Guide