FAQs

At TrueCover, our policies are designed to give you the cover that you will use and leave out the things that you may not need.  All TrueCover policies come with 24/7 nationwide roadside assistance.  You can customise your policy to ensure it matches your needs, by:

• Adjusting your excess
• Including optional covers
• Adjusting the car’s agreed value

Please also let us know about any changes to your circumstances and we will reflect them on your policy (for example, a change of address or a change in listed drivers).  If you need help, please call us on 1300 800 900.

A range of factors impact the cost of car insurance, also known as your premium.  These factors include:

• Your policy details, such as the level of cover, options and excess;
• The listed drivers covered under the policy, including their claims history;
• Where your car is kept;
• The age, make, model, value and repair costs of your car;
• How your car is used.

At TrueCover, we are run for people, not profit, and are committed to keeping your premiums low.  The simplest way to compare car insurance policies and estimate the cost is by obtaining a quote.  Please call us on 1300 800 900 if you have any further questions.

At TrueCover, we ask you questions about you, your lifestyle, your vehicle and any other drivers, to help us to determine if we can insure your car.  All the questions are in plain English and should any of the questions need explanation, we are more than happy to chat about them.  It is important to answer truthfully so that we can accurately assess if we can cover you and on what terms.

For further information, please read through the Product Disclosure Statement or call us on 1300 800 900.

Most finance companies require the car to be comprehensively insured when taking out finance on the car.  They may also specify a minimum agreed value sum insured.  For your peace of mind, TrueCover will only provide comprehensive insurance for cars that are under finance.  After you purchase your policy from us, we will provide you with a Certificate of Currency to give to the finance company as proof that the car is insured.

If you would like more information, please call us on 1300 800 900.

There are some business types that we cover under our car insurance policies and others we do not cover.  For example, we will cover vehicles used by tradespeople, but won’t cover a car used as a delivery vehicle.  To discuss your needs, please call us on 1300 800 900.

No, at this time TrueCover car insurance does not cover vehicles used for ridesharing, delivery, or any sort of transportation for a fee or reward.  To find cover for these types of vehicles, please visit the Insurance Council of Australia’s findaninsurer.com.au website.  If you would like more information, please call us on 1300 800 900.

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 driver’s licence and must not be over the legal alcohol limit.  Please note that drivers who are not listed on your policy may be subject to additional excesses at the time of a claim.  Refer to the Product Disclosure Statement for further information, or call us on 1300 800 900.

With Comprehensive insurance, the amount you insure your car for (the agreed value), should represent the cost of replacing your car with a similar model including car registration, compulsory third-party insurance, the value of any modifications or accessories and any other on-road costs.  The idea behind insurance is to put you back in the same position as you were before the incident.  At TrueCover, we only offer agreed value Comprehensive policies, giving you certainty of the amount covered.

It may be worth noting that if your car is under finance, your lender may specify the minimum amount the car should be insured for, and the type of cover required.  For cars under finance, we only provide Comprehensive insurance.

It is important that you review the agreed value sum insured at each policy renewal as the car’s value is likely to have changed.  Please ensure the amount of cover continues to meet your needs.  If you would like to talk about how much TrueCover may be able to insure your car for, please call us on 1300 800 900 and we would be happy to chat.

In Comprehensive insurance, “market value” and “agreed value” are two different methods used to determine the amount you’ll be paid for if your car is written-off (also known as a total loss).  The difference between them is:

Market value refers to the current worth of your car in the open market, considering factors such as its age, condition, wear and tear and mileage.  This amount is variable and is not guaranteed.  It is determined at the time of a claim by the insurance company paying the claim.  As the market value continually changes, there is no way of telling how much you would receive back until the time of the claim.

Agreed value cover allows you to set a specific value for your car from the range we provide when you purchase the policy.  If your car is insured for an agreed value and it’s declared a total loss, your claim payment will be based on the agreed-upon amount, regardless of the car’s current market value.

Since having an agreed value provides more certainty and protection, TrueCover does not insure vehicles at market value.  We want to give you the peace of mind knowing that your car’s value is locked in.  For more information about agreed value and our policies, please refer to the Product Disclosure Statement or give us a call on 1300 800 900.

We like to keep things simple here at TrueCover, therefore you do not need to tell us everything about your car.  That’s because we cover legal modifications and accessories fitted to your car.  That means there’s no need to list them on your policy.

Let’s have a look at the difference between a modification and an accessory.

A modification is a change made to your car’s manufacturer-standard body, engine, suspension, wheels, or paintwork. These alterations have the potential to impact the vehicle’s performance, value, safety, or appearance. For example, things like lowered suspension, window tinting or adding an after-market exhaust would be considered modifications.

On the other hand, an accessory is an extra feature added to your car that doesn’t improve its performance or alter its structure. These may include car seat covers or a mobile phone cradle.

When taking up Comprehensive Insurance with TrueCover, you should consider your modifications and accessories when thinking about the agreed value of the car.  For more information about modifications and accessories please refer to the Product Disclosure Statement, as limits and exclusions apply.  Feel free to give us a call on 1300 800 900 if you would like further information.

Yes!  All authorised repairs are covered by a lifetime guarantee against defective works or parts while you own the car.  Please refer to the Product Disclosure Statement for further information.

When deciding whether to get comprehensive insurance for your trusty old car, it really comes down to a couple of key things: first off, how much your car is worth, and secondly, whether you’re comfortable covering any costs if it gets damaged.  In simpler terms, are you prepared to foot the bill for repairs or not? If you’re not quite sure, why not give us a call on 1300 800 900?  We’d love to have a chat and help you figure out what’s best for you.

When it comes to picking the right car insurance, it all boils down to what you personally need.  Everyone’s situation is different, so it’s important to understand the ins and outs of Comprehensive Car Insurance versus Third Party Property Damage Car Insurance.

Comprehensive Car Insurance covers loss or damage to your car up to the agreed value on the policy, as well the damage it causes to other people’s property, including their vehicles, up to $20 million.  This is the top level of cover we offer at TrueCover and covers theft or attempted theft, malicious damage and weather damage.  Please refer to the Product Disclosure Statement (PDS) for more information.

Third Party Property Damage Insurance only covers your liability for the damage your car causes to other people’s property, including their vehicles, up to $20 million.  There is no cover for your car.  You can choose to include fire & theft cover for your vehicle in the policy which gives you coverage up to the agreed value for fire damage, theft, and attempted theft.  Please refer to the PDS for more information.

If you’d like to speak to our team, please call us on 1300 800 900.

Yes!  All comprehensive and third party TrueCover car insurance customers receive roadside assistance, known as TrueCover Assist, when they take out insurance with TrueCover.  TrueCover Assist is available 24 hours a day, 7 days a week for our customers.  Please refer to the TrueCover Assist terms and conditions for full details of the service or give us a call on 1300 800 900.

At TrueCover, we like to give you flexibility to tailor your insurance policy to your needs in both our Comprehensive and Third Party Property Damage policies.

Under Comprehensive insurance you can choose:

Hire Car Cover: If your car is involved in an incident, we will cover a hire car for up to 14 days, up to a daily rate of $50 per day.

Car Contents Cover: We will cover up to $2,000 for the loss or damage to personal belongings during an incident.

Windscreen Cover: Up to $1,000 for the repair or replacement of your front windscreen damaged during an incident, with a reduced excess of $50.

Under Third Party Property Damage insurance, you can include cover for Fire and Theft for an agreed value which gives you added protection in the event of a fire, theft or attempted theft.

Limits and exclusions may apply.  Please read through the Product Disclosure Statement here for more information or give us a call on 1300 800 900.

The type of car insurance cover you may need depends on your personal circumstances and needs.  At its most basic level, the difference between the two levels of insurance comes down to whether your car is covered or not.  Let’s look at the difference between the two levels of insurance below.

Comprehensive Car Insurance covers loss or damage to your car up to the agreed value on the policy, as well the damage it causes to other people’s property, including their vehicles, up to $20 million.  This is the top level of cover we offer at TrueCover and covers theft or attempted theft, malicious damage and weather damage.  Please see the Product Disclosure Statement (PDS) for more information.

Third Party Property Damage Insurance only covers your liability for the damage your car causes to other people’s property, including their vehicles, up to $20 million.  There is no cover for your car.  You can choose to include fire & theft cover for your vehicle in the policy which gives you coverage up to the agreed value for fire damage, theft, and attempted theft.  Please see the PDS for more information.

It is a common misunderstanding that Compulsory Third Party (CTP) insurance and third party property damage insurance are the same thing.  They are different.  CTP insurance covers compensation claims made against you for injuries or death in an accident.  It does not cover any vehicles or property damage.  Currently, TrueCover does not provide CTP insurance.  If you would like more information, please call us on 1300 800 900.

At TrueCover, you have peace of mind knowing that your car is covered whilst you sell the car privately.  Once you have sold the car, simply give us a call and we will cancel your policy.

Please note that there are some exclusions to the coverage that relate to selling your car.  Please refer to the Product Disclosure Statement for more information.  Alternatively, you can call us on 1300 800 900.

Should you wish to cancel your policy, please call us on 1300 800 900.  If you are cancelling your policy within the cooling off period, you will receive a full refund.  Outside of the cooling off period, you may be entitled to a partial refund.  For more information, please refer to the ‘Cancelling Your Policy’ section of the Product Disclosure Statement or call us.

Typically, TrueCover policies renew automatically using the payment details provided by you, so unless you want to change your policy, you don’t need to do anything.  Should you want to make changes, update your payment method, or opt-out of the auto renewal, please call us on 1300 800 900.  For more information, please refer to the Product Disclosure Statement.

Your policy documents, including your Insurance Certificate, Product Disclosure Statement and Certificate of Currency are available in your My TrueCover portal, under Policies and then Documents.  These documents were also sent to the email you gave us when you purchased the policy.  If you need more help, please call us on 1300 800 900.

Please click on ‘reset password’ on the My TrueCover login page.  A new temporary password will be emailed to the email address we have on file.  After logging in with your new password, you will be asked to set a new password.

You can either update your details online in your My TrueCover portal or you can give one of our friendly staff a call on 1300 800 900 and we will sort it for you.

My TrueCover is your simple to use portal to manage your insurance with us.   You can purchase a new policy, view and amend your policy, view your policy documents, update your personal details and track your claims.

If you need help accessing your account, please don’t hesitate to contact us.

As a organisation committed to Australia’s seniors, TrueCover has no maximum driver age.  Drivers are eligible for coverage, irrespective of their age, if they are licenced under their state’s licencing rules.  Some insurers may restrict your cover once you turn 85.  Give us a call today on 1300 800 900 and we will be more than happy to help.  Note, driver eligibility is subject to our standard underwriting criteria.

When you purchase a new policy with TrueCover, we will send you a certificate of currency with your policy documents via your email address. If you need help to find it later, you can call us on 1300 800 900 or log in to the My TrueCover portal and find it with your policy documents.

Absolutely!  You do not need to wait for your current policy to expire to start enjoying better value cover.  At TrueCover, you can purchase a new policy online or over the phone, taking effect from the date your current policy is cancelled.

Make the switch today by giving us a call on 1300 800 900 and we can walk you through the next steps.

A great time to switch is at the expiry of your current policy, as you will avoid any cancellation fees.  You can also switch during the policy term, as there is no better time than the present to start enjoying better value cover that better suits your needs.

At TrueCover, you have the convenience of purchasing a new policy online or over the phone in just minutes.  Then, call your current insurer to let them know you would like to cancel.  Make the switch today by giving us a call on 1300 800 900.

We believe insurance is about pooling risk across a community and supporting each other, not delivering shareholder returns.  Rather than distributing profits to shareholders, we prioritise insurance affordability by redirecting our profits to deliver better value policies and offer a superior service.  Our commitment to our customers is at the heart of what we do.

Want to know more? Our local, friendly Australian team is ready to take your call on 1300 800 900.

TrueCover is a trusted Australian insurance brand, committed to saving you time and money, so you can spend it on what you love. At TrueCover:

• We’re for people, not profit.
• Our products include a range of extra features tailored to the needs of over 50s.
• We provide true value for money, year-in, year-out.
• Roadside assistance is automatically provided with all TrueCover policies.
• We proudly support a range of charitable community activities, such as Meals on Wheels, through TrueCover Community.
• Our local, friendly Australian team is ready to take your call on 1300 800 900.

We aim to make it easy to keep your car insurance up to date.  We allow anyone listed on the policy to make changes to the policy.  If you, or any of the listed drivers need to adjust the policy, simply call us at 1300 800 900 and one of our team members will be happy to assist you.

TrueCover designs its policies to better match the needs of seniors and pensioners.  That’s why we include things in our car insurance that may be important to you, such as:

1. Roadside assistance (TrueCover Assist) is provided with all our car insurance policies.  You only need to know the one phone number if you need help (1300 800 900).
2. We do not have an arbitrary maximum driver age or limit coverage based on advanced age.  We cover any senior driver with a valid Australian driver’s licence, subject to our standard underwriting criteria.
3. We provide ambulance cover after a motor vehicle accident.
4. For your peace of mind, we provide funeral and death cover for the driver and passengers of the car.
5. We have an Australian contact centre based in Sydney.  You can call us and speak to a real person that really cares, on 1300 800 900.  If you prefer, you can also reach our team via webchat and video calls.
6. We offer a range of optional features so your policy can be customised and you only pay for the things you need.
7. We offer a lifetime guarantee on authorised repairs, as well as 24/7 emergency claims phone support.

Please refer to your Product Disclosure Statement (PDS) for further details as limits, excesses and exclusions may apply.  If you would like more information, please call us on 1300 800 900.

A car insurance excess is the fixed amount you pay towards a claim.

The excess will typically include a standard excess and may include additional excesses depending on the nature of the claim (for example, an additional excess applies to inexperienced drivers).  Details of the applicable excesses can be found on your Insurance Certificate.

Note that your excess may be waived if you are deemed not at fault and provide the details of the at fault party.  For further information, please refer to the Product Disclosure Statement or give us a call on 1300 800 900.

Accidents happen, and whilst we hope you never experience one, that’s why you have TrueCover insurance.  Here’s what to do if you are involved in an accident:

1. Stay calm and check that everyone is ok. If anyone is hurt, call 000 straight away and ask for an ambulance. Your safety is the most important thing after an accident.
2. Move to safety: If possible and safe to do so, move your vehicle to the side of the road to prevent further accidents. Turn on your hazard lights to alert other drivers.
3. Exchange information: In a safe location, exchange contact and insurance information with the other driver(s) involved. Record their name, phone number, address, licence plate, and insurance policy details (if possible).
4. Document the scene: Take photos of the accident scene (if safe to do so), including the vehicles involved, damage and any relevant road signs or conditions. This documentation will be helpful for the claims team.  If there are any witnesses, ask for their details also.
5. Notify the Police: If the other driver won’t provide you with their details, call 000.
6. Call TrueCover: Call us as soon as practically possible on 1300 800 900, we will help you with the next steps such as towing and arranging a hire car, depending on your level of cover. You can also lodge a claim anytime in your My TrueCover portal if this is easier for you.
7. Seek medical attention: Even if you don’t feel injured or hurt immediately after a collision accident, consider seeking medical attention. Some injuries may not be apparent right away.  Your doctor will be able to help you should you need to claim against a CTP policy.

Remember, safety is the top priority in any accident situation.  Take care of yourself and others involved before addressing any other concerns.  If you would like more information, please give us a call on 1300 800 900.

We are here to help and are committed to getting you back on the road as quickly as possible.  Your claim can be lodged at any time through the My TrueCover self-service portal.  You can also call us on 1300 800 900 during business hours to lodge your claim.

When lodging a claim, you will be asked for details of the incident, including the extent of the damage, details of the other parties involved, the date and location and a summary of how the incident happened. If you would like more information, please call us on 1300 800 900.

Compulsory third party insurance, or CTP, protects the driver of a motor vehicle from financial liability in the event they were to cause injury or death to others in a motor vehicle accident.  Third parties include other drivers, passengers, cyclists, motorcyclists and pedestrians.  CTP covers their treatment and care, which may be for life.  It may also cover other things like loss of income and any damages.  CTP cover varies by state.  Some states allow you to choose your own insurance provider, others do not. You need CTP insurance to register a motor vehicle in Australia.

For more information about the CTP scheme and who you can purchase your CTP from, please speak to your local motor vehicle registry.   Currently, TrueCover does not provide CTP insurance.  If you would like more information, please call us on 1300 800 900.

At TrueCover, you will need to declare the main driver on the policy, being the person that will drive the car the most.  You can choose which other drivers are listed on the policy.  One of the benefits of listing additional drivers is that it may make the claims process simpler, faster and cheaper, by avoiding additional excesses.

Cover for drivers is subject to standard underwriting criteria and policy terms.  For more information, please view our Product Disclosure Statement or speak to one of our friendly team on 1300 800 900.

Please give our friendly team a call on 1300 800 900 and we will take care of the rest.  If you prefer, you can also reach us via webchat or video call through our website.  Alternatively, you can update your information through the My TrueCover portal.

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.

TrueCover does not restrict drivers based on their age.  Drivers who hold a valid licence from their state licencing authority may be eligible for cover under a TrueCover policy from the age of 16 years old and above.  Please refer to the Product Disclosure Statement as some exclusions and additional excesses may apply.  If you would like more information, please call us on 1300 800 900.

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.

TrueCover is here to keep you moving, that’s why all our car insurance policies come with our roadside assistance service, TrueCover Assist.  Call us on 1300 800 900 for 24/7, nationwide, roadside support.

While there is no time limit for lodging a claim, we suggest lodging your claim as soon as you can.  This will give your claim the best chance of success and help ensure a smooth process.  This also means that we can start to repair your car or settle the claim sooner.  If you would like more information, please call us on 1300 800 900.

Don’t stress, we are here to help!  It’s best to contact us on 1300 800 900 so we are prepared when the third party’s insurer contacts us.  If this does occur, do not admit fault or liability for the damage.  We will take care of all communication with the third party and their insurer, on your behalf.  If you would like more information, please call us on 1300 800 900.

Car accidents are stressful events, particularly when the other party does not hold insurance.  To make the process smoother, we recommended that you lodge a claim as soon as practical.

If the uninsured driver is at fault and you have comprehensive insurance, your policy will cover the cost of the damage to your vehicle.  If you hold a third-party property damage insurance policy, you will need to negotiate a settlement yourself with the uninsured driver.  If they refuse to pay, you may also want to consider getting legal advice.  Depending on your situation, comprehensive insurance may be a more suitable cover if you are concerned about being hit by an uninsured motorist.

Please refer to your PDS for further details as limits, excesses and exclusions may apply.  If you would like more information, please call us on 1300 800 900.

A car insurance excess is the fixed amount you pay towards a claim.

The excess will typically include a standard excess and may include additional excesses depending on the nature of the claim (for example, an additional excess applies to inexperienced drivers).  Details of the applicable excesses can be found on your Insurance Certificate.

Note that your excess may be waived if you are deemed not at fault and provide the details of the at fault party.  For further information, please refer to the Product Disclosure Statement or give us a call on 1300 800 900.

Accidents happen, and whilst we hope you never experience one, that’s why you have TrueCover insurance.  Here’s what to do if you are involved in an accident:

1. Stay calm and check that everyone is ok. If anyone is hurt, call 000 straight away and ask for an ambulance. Your safety is the most important thing after an accident.
2. Move to safety: If possible and safe to do so, move your vehicle to the side of the road to prevent further accidents. Turn on your hazard lights to alert other drivers.
3. Exchange information: In a safe location, exchange contact and insurance information with the other driver(s) involved. Record their name, phone number, address, licence plate, and insurance policy details (if possible).
4. Document the scene: Take photos of the accident scene (if safe to do so), including the vehicles involved, damage and any relevant road signs or conditions. This documentation will be helpful for the claims team.  If there are any witnesses, ask for their details also.
5. Notify the Police: If the other driver won’t provide you with their details, call 000.
6. Call TrueCover: Call us as soon as practically possible on 1300 800 900, we will help you with the next steps such as towing and arranging a hire car, depending on your level of cover. You can also lodge a claim anytime in your My TrueCover portal if this is easier for you.
7. Seek medical attention: Even if you don’t feel injured or hurt immediately after a collision accident, consider seeking medical attention. Some injuries may not be apparent right away.  Your doctor will be able to help you should you need to claim against a CTP policy.

Remember, safety is the top priority in any accident situation.  Take care of yourself and others involved before addressing any other concerns.  If you would like more information, please give us a call on 1300 800 900.

We are here to help and are committed to getting you back on the road as quickly as possible.  Your claim can be lodged at any time through the My TrueCover self-service portal.  You can also call us on 1300 800 900 during business hours to lodge your claim.

When lodging a claim, you will be asked for details of the incident, including the extent of the damage, details of the other parties involved, the date and location and a summary of how the incident happened. If you would like more information, please call us on 1300 800 900.

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.

TrueCover Assist activation takes 48 hours for new policies.  The great news is that we can still help within the first 48 hours if required.  There will be an additional fee to use the service in the first 48 hours.  If you would like more information, please call us on 1300 800 900.

Yes!  With a national network of service vehicles, we’ve got you covered.  If you need help, please call us on 1300 800 900.

TrueCover Assist covers the vehicle that is insured with us, regardless of who is driving the vehicle.  That way, whoever is driving the car can rest assured that TrueCover Assist will help.  If you would like more information, please call us on 1300 800 900.

TrueCover Assist is here to keep you moving.  It covers you for things like:

• Flat tyres
• Flat batteries
• Emergency fuel
• Towing
• Ambulance after accident
• Phone support

 Please refer to the TrueCover Assist T&Cs for full details of the coverage.  If you would like more information, please call us on 1300 800 900.

This will depend on a few factors, such as the time of day, your location and road conditions.  When you speak to our team, they can provide an estimated time of the arrival of the service person.

TrueCover is committed to getting you back on the road as soon as possible.  That’s why we only partner with service people that can deliver a prompt and high-quality service.  If you would like more information, please call us on 1300 800 900.

If you require roadside assistance, simply call TrueCover on 1300 800 900.  Unless it’s obvious, we’ll ask you a series of questions to diagnose the cause of the breakdown.  If we can’t resolve the issue over the phone, we will dispatch a roadside service vehicle or tow truck to assist you.  If you would like more information, please call us on 1300 800 900.

Yes! All TrueCover car insurance customers receive TrueCover Assist with their insurance.  Please refer to the TrueCover Assist T&Cs for full details of the service.  If you would like more information, please call us on 1300 800 900.