Car Insurance claims

This depends on the policy cover you’ve purchased and any cover options you’ve selected. Check your Certificate of Insurance and PDS for details or if you’re not sure, give us a call.

If we agree someone else was at fault and you tell us their name, address and vehicle’s registration, you will not need to pay an excess. If you have a no claim bonus on your policy, it won’t be impacted. To find out more please call us on 133 723.

You shouldn't drive your car if it’s:

• Obviously not safe to drive
• Unroadworthy due to the damage
• Lights have been damaged
• Radiator is leaking
• Engine or transmission has been damage
• Temperature gauge is too high
• Been damaged and interferes with normal driving.

After you've lodged your claim, including the details of other involved parties, we'll take care of any issues should they get in touch. Simply refer any calls or correspondence to us.

An excess is the amount you agree to pay towards a claim. More than one excess may apply in some circumstances.

If we decide an accident wasn’t your fault, you may not need to pay an excess. If you do need to pay it, we may ask you to pay it to the repairer after they fix your car.

If your car isn’t damaged, you may still need to pay an excess to QBE for damage to other vehicles or property you cause. Check our Additional Information Guide for your policy, to see what excesses may apply.

If you’re having financial difficulties and struggling to pay your excess, talk to your claims officer or call us on 133 723.

We may allocate a motor assessor (or insurance loss assessor) to assess your car. They’ll assess the cost of parts and labour to repair or replace the damage on your car.

Your motor assessor will provide an expert opinion on your car’s damage or loss, under the guidance of our claims officer. They’ll:

• Review the circumstances of your claim
• Assess the damage or loss
• Help you get a repair or replacement quote
• Help our claims officer settle your claim.

They’ll make sure the repairer quotes you a suitable repair method to fix it. They’ll also check how practical, safe and economical it is to repair it, compared to paying you the market or agreed value of your car before the accident.

If your car needs to be repaired, that’s where our QBE Accredited Smash Repairer gets to work. Our hand-picked nationwide repairer network has been chosen for a reason; they’ll take care of you and your car, so you have a great claims experience. We’ve selected them because they have the right knowledge, skills and equipment, so you can trust their service and safe repairs.

If the Choice of Repairer option is included in the policy your claiming on, you can choose your own repairer.

If we agree that’s the case, then we'll declare it a total loss and settle your claim in accordance with the terms of your policy.

Once QBE has authorised your car’s repair, the repair time will depend on a number of factors like the extent of the damage to your car and availability of parts.

All QBE Accredited Smash Repairers must meet QBE standards. They’re committed to providing you with priority service and hassle-free repairs.

Your accredited repairer is your main contact while they fix your car. Just give them your claim number and they’ll take care of the rest. The benefits of using QBE authorised repairers are:

• Quality inspections
• QBE provides a lifetime guarantee on the workmanship and materials used in your repairs for as long as you own or lease the vehicle
• They maintain professional business premises
• They use the latest repair equipment
• They'll wash and vacuum your car before you pick it up.

We guarantee the quality of workmanship and materials used in repairs authorised and managed by us, for as long as you own the car. If you have any concern about the repairs to your car, call us on 133 723 so we can inspect your car.