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Car Insurance Claims Q&A

Important note:

The following questions are to be used as a reference guide only and do not substitute or replace your insurance contract, the PDS or Certificate of Insurance.


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.

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

Call our claims team 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.

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

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.

If you prefer to choose your own repairer, you can arrange for a quote and send it to us although we have the final say on who will do the repairs.

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How do I lodge a car insurance claim?

It’s easy to lodge a car insurance claim with Real Insurance. Just call 13 19 48 and our personal Client Manager will help you through the process, step by step. You can also submit a claim online through our online Claims Centre if it’s not an emergency.

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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 claim history. If you do not disclose the correct information, we have a right to cancel your policy and not pay your claim.

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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.

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