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Car Insurance Claims

Make a claim

We know accidents can be stressful. That’s why we’ve made our claims process simple, supportive, and available 24/7 so you can get back on the road with confidence. Claim online through My Account or call us on 13 19 48.

How to make a claim

Step 1: Stay safe

  • Ensure everyone is safe and secure.
  • If needed, arrange towing to prevent further damage.
  • Contact emergency services if required.

Step 2: Gather information

  • Collect names, contact details, registration numbers, and insurer information from all parties.
  • Take photos of the scene and any damage.
  • Have your licence details ready.

Do not:

  • Admit fault (except to police).
  • Offer to pay or negotiate.
  • Approve repairs (unless essential to prevent further damage).

Step 3: Lodge your claim

The claims administrator for Real Car Insurance is the Hollard Insurance Company Pty Ltd (Hollard), so if you need to make a claim, Hollard’s claims consultants are ready to help.

  • Online: Log into your Real Insurance My Account portal to lodge your claim.
  • Phone: Call us on 13 19 48, we’re available 24/7 for emergency claims support.

What happens next?

Quote

  • We’ll nominate a trusted repairer near you.
  • If your car is driveable, take it in for a quote. We’ll guide you if multiple quotes are needed.

Assessment

  • Our claims team will review and assess the quote and damages.

Outcome

  • Repairs approved: We’ll arrange repairs or provide a settlement. Excess(es) may apply.
  • Total loss: If your car is written off, we’ll pay the insured value, less any excess(es), unexpired portion of your registration and Compulsory Third Party. There may be other deductions depending on your circumstances.
  • Below excess: Your policy doesn’t cover you for any claim amount below any excess(es) that you must pay.
  • Outside coverage: Claims outside your policy coverage can’t be paid.

Back on the road!

  • We’re committed to getting you back on the road quickly, with support every step of the way.

Need help?

I’ve had a car accident. What should I do?

Step 1

Make sure you and your family are safe and your car is secure so it is not damaged further. This may mean having it towed.

Step 2

You will need to get details of anyone else involved i.e. full name, address, phone number, registration number, driver’s licence number and insurer.

Step 3

Report the incident to the police if the law requires it to be reported.

Step 4

You can lodge a claim online through our Claims Centre.

Alternatively, you can call our claims team on 13 19 48, 24 hours a day, seven days a week.

If you can’t contact us, do everything you can to prevent any further damage, including having your car towed to the nearest safe place.

Can I choose my own repairer when I make a claim?

Our policies do not offer a choice of repairer. If you need to make a claim and your car needs repairs, we’ll choose a qualified repairer located as close as possible to your home or work from our extensive network. When you use one of our approved or appointed repairers, the repairs are covered by a guarantee.

How do I lodge a car insurance claim?

You can lodge a claim online through our Claims Centre.

Alternatively, you can call our claims team on 13 19 48, 24 hours a day, seven days a week.

What happens if I don’t disclose all my claims or forget to tell you about claims I have had?

You need to disclose previous car insurance claims within the last 3 years for us to determine whether we are able to offer you cover. When you make a claim we may verify your previous claims history. If you do not disclose the correct information, we have a right to cancel your policy and not pay your claim.

Will I continue to have a higher premium due to previous claims I have had?

We only take into consideration claims within the past 3 years. Your relevant claims history will determine whether we are prepared to offer you insurance and/or continue to offer you cover. Your previous claims history may affect the premium amount we offer you.