Customer Journey


Accidents are an unfortunate part of vehicle ownership. We help around 30,000 people a year navigate the process of repair and getting back on the road. Below are the steps you might expect on your journey with us.

Compass is not a traditional car hire company. We’re a dedicated, specialist provider of accident replacement vehicles, whereby not at-fault drivers may be eligible for an accident replacement vehicle, provided the cost of the rental vehicle can be recovered from an at-fault driver or their insurer. To see if you are eligible please contact us today.

If you receive a car after a non-fault accident, it is important to point out that the vehicle is not free. Under the terms of our Rental Agreement and Mandate (which set out your contractual obligations in full), you are liable for the costs of the car hire. However, if the accident wasn’t your fault, Compass will try to recover the hire costs of the hire vehicle from the at-fault party on your behalf. To enable Compass to do this you will need to cooperate with Compass, who may have to take legal action in your name against the at-fault party.

At-fault drivers may hire a rental vehicle at competitive daily rates and, if you have optional accident replacement vehicle cover, you may be entitled to recover rental costs from your own insurer.

1. Call

After your accident call us on 1300 135 485. The more information you have on hand, the quicker we can have you on the road. We will need:

  • Your details
  • Your vehicle make and model
  • Details of the other party
  • An accident description
  • Address and telephone number of any witnesses

2. Application Assessment

Experts assess your application to determine your non-fault status in the accident within minutes of applying over the phone. At this stage we will send you the rental agreement and mandate and authority to act, which we ask that you please read carefully. Please call us on 1300 135 485 if there are any matters you would like clarified. We also can refer you to one of our preferred repairers. This will ensure your vehicle is repaired to a standard that we are happy with and no corners will be cut with cost.

3. Results of Assessment

Once our specialised team have approved your application you will receive an SMS and email to confirm. If you’re at-fault, don’t worry! We can also offer you competitively priced rental vehicles to get you back on the road quickly.

4. Vehicle Delivery

You must have read and signed the Rental Agreement and Mandate before you take delivery of the replacement car. If your car is due to be delivered and you have not yet received these documents, please call us on 1300 135 485

Where we are satisfied that another party was at fault for the accident, we will provide you with a replacement vehicle for the period that you are not able to use your vehicle. If your vehicle is not roadworthy we will try and have you back in a vehicle on the same day you contact us.

5. We Monitor Your Vehicle Repairs

We regularly assess the progress of repairs to your vehicle and update you on a regular basis.

6. Vehicle Collection

Once repairs to your vehicle are complete, we will contact you to arrange a time for us to collect your replacement vehicle. You can drop it off, we can pick it up, or you can even leave it with your repairer when you collect your own vehicle.

7. After Repairs

We take care of sending the at-fault insurer the rental invoice for your replacement vehicle on your behalf. To enable Compass to do this you will need to cooperate with Compass. This may include giving evidence in legal proceedings commenced by Compass in your name. See the mandate and Rental Agreement (which you received at Step 2 above) for all of your contractual obligations. Please contact us if you have any questions

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