What if I’m asked to sign a release?

Occasionally insurance companies, or the other party will make you sign a release for the cost of your repairs. Under no circumstances are you to do this. Please liaise with Compass immediately.

What should I do if I have a complaint?

We have a thorough complaints procedure and we ask that if you have a complaint put it in writing within 24 hours to customerservice@compassclaims.com.au. One of our customer service team will respond within 5 working days.

I How will I know when the insurance company has paid my hire?

We will send you an email advising you that the other side has paid the hire and that no liabilities are outstanding. This could take anything from 2 weeks after the end of your hire to 2 years. At any stage if you have not heard from us and would like an update please feel free to get in touch with us.

What are my obligations?

In most cases insurance companies co-operate with us and we will have no problem with the payment of your rental bill. However, certain insurance companies want to make life as difficult as possible for us in the hope that it will deter you from using us.

Accordingly, to allow us to recover your costs, you must co-operate with Compass if asked to do so as set out in the Mandate. On some occasions, this may include us issuing legal proceedings in your name against the at-fault party and you needing to provide evidence in support of your need for a hire car and how long you had it for. If an insurance company does start talking to you about what we may and may not do then please do contact us or speak to the company that referred you so that we can (allay any concerns you may have).

Liability, charges and right to have a vehicle?

At all times we attempt to confirm liability with the other party, or their insurer. However, given that disputes do sometimes occur we do rely heavily on your version of the accident. If you have witnesses that is even better. If at a later stage we find that you did not tell us the whole story or misled us then we are entitled to charge you under the terms of the Mandate & Authority to Act (which you should read carefully before signing). Please note if you are found to have a fraudulent claim and we become aware of this then we will charge you immediately for the claim.

What if I use my vehicles for business?

If your vehicle is registered for business then we will have to charge you the GST portion of the hire at the end. You can then recoup this on your BAS statement. Please provide your ABN in the space on the Mandate & Authority to Act.

Do I have the right to shop around?

If you are not happy with the rental vehicle being provided, you do have the right to look at other companies as well. However, they may charge you up front for the rental and may take a bond as security. It may also not be a suitable vehicle for your requirements.

What kind of vehicle will I receive?

We try and place you back in a vehicle similar to the one you have come out of. This depends on certain circumstances including availability of our vehicles and the age of your vehicle. When providing prestige vehicles we take into account the age of your vehicle and the need for a prestige vehicle, as the other parties insurer may request this information.

How long can I keep the vehicle?

Generally you can have the rental vehicle for the length of time the estimate says it will take for the vehicle to be repaired. If the repairs go over this time then we are only able to extend this time if your repairer provides us reasons as to why it has taken longer. We may need your help in getting this information.