Car Insurance Claims

Need to make a claim?

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

Take a look at the steps below. If you still aren’t sure what you need to do or how our claims process works, please call us on 13 19 48. We are available 24/7 for you to lodge a claim or for emergency claims where your vehicle requires towing. For other claims enquiries, we are available Monday to Friday, 8am to 5pm, AEST.

Step 1:

Stay Safe

Make sure you and your family are safe and secure.

Make sure your car is safe and secure so it will not be damaged further. This may mean having it towed.

Call the police if required by law or your policy.

Step 2:

Gather information

Get as much information as possible from witnesses or anyone else involved in the accident, including names, addresses, phone numbers, registration plate numbers, makes and models, and insurer details.

If you have your phone or a camera handy, take some photos of the incident.

Have your own licence details ready.

Do not:

  • Admit guilt, fault or liability except to the police;
  • Offer or negotiate to pay any claim;
  • Approve any repairs, except essential repairs need to minimise or prevent further loss or damage to your car.

Step 3:

Call or click

Tell us what has happened straight away.

The fastest way to start your Car Insurance claim is to log into My Account and lodge your claim online.

If you have already registered an account, please Login to claim online.

If you haven’t yet registered an account, please Register an account and then claim online.

You can also call us to lodge a claim or if you require assistance.

Phone 13 19 48

24/7 Claims lodgement
Other claims enquiries
Monday to Friday, 8am to 5pm, AEST

What happens after you make a claim?

Once lodged, our claims team will review your claim and if needed will contact you to collect any further details. The below provides a basic flow of the claims process that follows.


We’ll nominate a Real Insurance network repairer close to your work or home and organise for you to take your car, if driveable, in for a quote. Sometimes more than one quote may be required but we’ll guide you through that process.


Our claims team will review the claim and we then also appoint an expert to assess the quoted damages.


Repairs approved

We’ll either arrange the repairs directly, and/or pay you a settlement amount. An excess may be payable depending on your circumstances.

Total loss

If your car is written off or a total loss, the value stipulated on your Certificate of Insurance will be paid out to you, less any instalment payments remaining on your policy to cover the remainder of the total annual premium (all policies are annual agreements, regardless of your payment frequency). There may be other deductions, depending on circumstances. Your policy for this car will then end.

Below excess

If your situation requires you to pay an excess, and the total cost of the damage to your car is less than the excess, no claim can be paid.

Outside coverage

If the claimed event falls outside the coverage detailed in your policy, no claim can be paid.

Back on the road!

Though every claim is unique, our goal is always to get you back on the road as quickly as possible, and our team is here to help you every step of way.

Car Insurance Claims Q&A

Find fast answers to commonly asked Car Insurance claims questions.

Contact information


13 19 48