Making an Insurance Claim

Motor Vehicle

In order to process your claim we will ask you to provide:

  • Your policy number;
  • Your name, address & contact phone numbers;
  • The registration, make, model and year of your vehicle;
  • Information about where and when the accident occurred, and a verbal description of how it happened;
  • Details of any Police involvement - this may be a Police report number or the details of the Officer and Station a report was made to;
  • Details of who was driving the vehicle at the time of the accident (if applicable) - Please note, when lodging a claim we will need to speak to both the owner of the vehicle and the driver at the time of the accident;
  • Details of any other vehicle or persons involved in the accident (if applicable) - where possible details should include the name, address of the other persons involved and the registration number of their vehicle; and
  • Details of any witnesses to the accident
What happens next:

Our Claims Consultant will advise you of your Claim Number.  Please record this number and quote it any time you contact us with further enquires regarding this claim.

Our Claims Consultant will discuss with you any excess or policy limits that may be applicable on the claim. In some circumstances your excess can be waived.  Specifically, we need to agree that you were not at fault and you are able to provide us with the name and address of the at fault party along with the registration number of their vehicle. 

If the damage to your vehicle is covered by your policy, we will ask you to obtain one quote for the repairs. 

When speaking to our Claims Consultants, they will provide details of Selected Motor Vehicle Insurance Repairers in your area.

Alternatively, if you wish to start organising a quote for your repairs before speaking to our Claims Consultant, click here for a list of our Selected Motor Vehicle Insurance Repairers. To save you time, the Selected Insurance Repairer will arrange for you to speak to our Claims Department to lodge your claim while they are preparing your quote.

 While obtaining the quote, we encourage you to discuss with the repairer how long the repairs will take and make a tentative booking for your repairs to start.

The repairer will submit a quote for the damage that has occurred in this accident to our Claims Department.

To assist in the settlement of your claim, RACT Insurance will appoint an Assessor.  The Assessor will review the damage to your vehicle and discuss with the repairer the best way to fix your car. 

 The Assessor will contact you within three working days of RACT Insurance receiving the quote, and in most cases will have already authorised repairs. 

 We guarantee the quality of the materials and labour used in repairs we authorise for as long as you own your motor vehicle.  This means that we will organise to rectify any problems that might arise from faulty materials or workmanship. 

Additional information:

If emergency repairs are required

Your policy allows you to arrange emergency repairs up to the value of $500 without our authorisation.

If your vehicle is undriveable

If your vehicle is not able to be driven after the accident, we will arrange for it to be towed to the repairer. Please discuss this with the Claims Consultant when you lodge your claim.

If you require transport to and from the bodyworks/repairer

After you have dropped your vehicle in for repairs, please let the repairer know if you need transport home or to your place of work. They will organise this for you. The repairer can also arrange transport when it is time to collect your repaired vehicle. 

Aussie Assist

If you have a Comprehensive Motor Vehicle or Collectors Car insurance policy and have:

  • had an accident;
  • fallen ill;
  • had a death in your immediate family; or
  • had your vehicle stolen

while you are more than 50 kms from home, benefits may be provided for accommodation, transport, medical assistance and travel assistance. Please ring 1800 813 378.

Hire Car

A hire car is available to customers who have selected this additional option on their Comprehensive Motor Vehicle policy.  We may also provide a hire car when your vehicle has been stolen.  You will need to check with us when you lodge your claim to see if you are entitled to this benefit.