Customer Journey

A HELPING HAND WHEN YOU NEED IT MOST

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 in your journey with us.

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 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

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 as 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. You don’t have to worry about a thing!

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