What to do after an accident
Assess the situation
- Make sure everyone is okay and unhurt. If someone is hurt, call 000.
- Call the police if someone is hurt, if your car has been stolen or vandalised or if someone involved in the accident has left the scene.
- If you can, move your car to a safe place.
Collect details and take pictures
- Collect the contact details of the drivers, passengers or witnesses to the accident. Do not admit fault. Collect their full name, address, phone number, car registration and insurance details. We cannot waive your excess without the details of the other driver.
- If it is safe, take photos of the scene of the accident. Collect any available dash camera footage, CCTV footage, or note any nearby CCTV cameras.
- Note the time and get the police reference number, if they attend.
Contact us
- To lodge your claim, log in to My Account or call us on 1300 800 900.
- If your car cannot be driven away, call us on 1300 800 900 to arrange an emergency tow.
How to make a claim
Insurance claims
If your car has been involved in an incident (such as collision, theft, vandalism, windscreen or natural event), we’re ready to help.
To lodge your claim, you will need details of the incident, including the driver’s details and those of other parties involved.
You can lodge your claim anytime in your My TrueCover portal. You can also call us during business hours to lodge your claim. Emergency towing is available 24/7 and can be arranged by calling us on 1300 800 900.
TrueCover Assist (Roadside)
We are committed to keeping you moving. We offer around the clock, Australia-wide coverage.
Call us if you have broken down, have a flat tyre, have a flat battery or have run out of fuel. We will need:
- Your name and contact phone number
- Your car’s registration number and current location
- A description of the problem
Claims FAQs
View all FAQsWhat is the TrueCover Claims Concierge Service?
At TrueCover, we’re committed to making the claims experience as simple, convenient and supportive as possible. When you need to make a claim, our focus is on helping you get back on the road quickly while providing helpful service and clear communication throughout the process.
Our Claims Concierge Service is designed to save you time and provide added convenience through our claims team and network of preferred repairers and partners.
Features of our Claims Concierge Service may include:
- Vehicle pick-up and return
Where available, our preferred repairers may be able to collect your vehicle from your home or workplace and return it to you once repairs are complete, helping save you time and inconvenience. - Vehicle cleaning after repairs
Many of our preferred repairers provide a complimentary exterior wash, interior vacuum and tyre shine before returning your vehicle. - Taxi or rideshare support after an accident
Eligible customers may be reimbursed up to $100 for taxis, rideshare services or similar transport to help you travel from the accident scene, to a repairer, or to collect a hire car. - Live claim progress tracking
Through our claims partners, customers may receive SMS updates with links to track the progress of their claim and repairs in real time. - Friendly local claims support
Our Australian-based claims team is available to answer questions and provide updates on the progress of your claim. Customers can contact our team on 1300 800 900 for assistance and claim updates.
These services are intended to enhance your claims experience and are not insured benefits under your policy. Availability may vary depending on factors including your location, claim type, repairer participation, operational capacity and individual circumstances. Some services may only be available in metropolitan areas and selected regional centres.
Can I change my car insurance excess?
Yes, your standard excess can be increased at any time during the life of the policy. It can only be reduced when you renew your policy. Please contact us on 1300 800 900 to change your standard excess.
Do you cover learner drivers?
To give you peace of mind, TrueCover covers anyone that drives your car, subject to our standard underwriting criteria and exclusions. These criteria include that the driver must hold a valid licence and must not be over the legal alcohol limit.
Learner drivers who are not listed on your policy may be subject to additional excesses, including an unlisted driver excess. The unlisted driver excess will not apply if the learner driver is listed on your policy. Please refer to the Product Disclosure Statement for further information, or call us on 1300 800 900.
