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How to Organise Vehicle Repairs After an Accident in Australia 

Been in an accident? Here's how to get your car repaired with minimal stress, costs and delay.&nbsp; Whether it was a minor bingle in a car park or something more serious on the road, the steps you take after an accident can make a real difference to how quickly your repairs get sorted and how you can minimise the cost.&nbsp; This guide walks you through exactly what to do after an accident,&nbsp;from the scene to the smash repairer, so you can get back on the road with as little disruption as possible.&nbsp;<h2>Step 1: Gathering details at the Accident scene&nbsp;</h2>If another driver was involved in the accident, gathering the other driver's details is essential. Without it, it can be difficult to proceed with an insurance claim, regardless of whose fault it was.&nbsp; If it wasn’t your fault, this is the information that allows the other driver's insurer to be held accountable,&nbsp;without it, you may have no choice but to claim through your own insurer, which could affect your no-claims bonus or require you to pay your own excess.&nbsp; If the accident was caused by another driver, you generally shouldn't be out of pocket for your repairs. In Australia, the other driver (or their insurer) is responsible for the cost of repairing your vehicle.&nbsp; If the other driver caused the accident and is insured, their insurer will typically cover your repair costs once fault is confirmed. If the other driver is uninsured, you may still have options&nbsp;including lodging a complaint through the <a href="https://www.afca.org.au/" rel="noopener noreferrer nofollow">Australian Financial Complaints Authority</a> (AFCA), which is a free service for eligible disputes.&nbsp; Once safe, collect the following details:&nbsp;<ul><li>The other driver's full name, phone number, email address, residential address and their driver's licence number.&nbsp; If you take a photo of the front and back for their driver licence, you’ll get the spelling of their name right, confirm their address &amp; licence number.&nbsp;</li><li>The registration number, make and model of all vehicles involved.&nbsp;</li><li>The name and address of the vehicle's owner if they're not the driver.&nbsp;</li><li>The time, date and location of the accident. You can pin it on a map in your phone, to make it easy.&nbsp;</li><li>Names and contact details of any witnesses.&nbsp;</li><li>A police or event report number if police attend.&nbsp;</li></ul>Take photos of everything, wide shots of the scene, close-ups of damage, number plates, any road markings or debris and the other driver’s licence. This documentation is what supports your insurance claim and repair timeline, so the more you have, the better.&nbsp; Keep all receipts, photos, and correspondence. The more documented your claim, the easier the process.&nbsp;<h2>Step 2: Contacting Insurers&nbsp;</h2>As soon as you're able to, ideally the same day.&nbsp;Most insurers have a 24-hour claims line, and many allow you to lodge online or via their app.&nbsp; The sooner you notify them, the sooner the process can get moving. If you weren't responsible for the accident, your insurer will need to contact the other driver's insurer to recover costs on your behalf&nbsp;and that process can't begin until a claim is lodged. If the other driver hasn't yet paid their excess, your claim may be delayed further, so the earlier you start the clock, the better.&nbsp; When you call, have the following on hand:&nbsp;<ul><li>Your policy number&nbsp;</li><li>Your VIN&nbsp;</li><li>All the details and photos you collected at the accident. &nbsp;</li></ul>If the driver who caused the accident was insured, you have two options.&nbsp; 1 - Claiming through your own Insurer&nbsp; This effectively hands the process over to them and&nbsp;they'll deal with the other driver's insurer on your behalf, which will save you time and is helpful if the other driver is uncooperative or slow to act.&nbsp;&nbsp; The downside is that depending on your policy, you may need to pay your excess upfront while fault is being established, although many insurers will waive or refund this once the other driver is confirmed as responsible for the accident.&nbsp;&nbsp; 2 - Claiming directly through the other driver's insurer&nbsp;&nbsp; This means you avoid going through your own policy entirely, which can protect your no-claims bonus and avoid any excess payment. However, if the other driver is cooperating and it clear they are responsible for the accident, going directly through their insurer can be simpler. If there's any friction such as disputed fault, an unresponsive driver, or delays in excess payment, having your own insurer manage the claim is often worth it.&nbsp; A note on your no-claims bonus: If another driver caused the accident, your no-claims bonus will generally not be affected,&nbsp;provided you can supply the other driver's details and liability is confirmed. However, this varies between insurers, so it's worth checking with your insurer directly. For more info on how no-claims bonuses work in Australia, <a href="https://moneysmart.gov.au/car-insurance/no-claim-bonus-on-car-insurance" rel="noopener noreferrer nofollow">Moneysmart has a helpful explainer</a>.&nbsp;<h2>Step 3: Understand Your Right to Choose a Repairer&nbsp;</h2>One of the most common questions after an accident is: do I have to use the repairer my insurer recommends?&nbsp; The short answer is not always.&nbsp; It's worth checking with your insurer about what your policy allows. Many comprehensive policies let you nominate your own repairer, which is handy if you already have a trusted local smash repairer. Other policies require you to use a repairer from their approved network. If the other driver caused the accident, you have the right to choose your own repairer regardless of insurer recommendations. The insurer of the driver who caused the accident is responsible for your repairs, and you are not bound by their preferred repairer network.&nbsp;<h3>Insurer-approved vs. independent repairers&nbsp;at a glance&nbsp;</h3><div class="__editor_html"><table style="border-collapse:collapse; width:100%; font-family:Arial, Helvetica, sans-serif; font-size:15px; color:#222;">
 <tbody><tr>
 <td style="border:1px solid #999; padding:10px;"></td>
 <td style="border:1px solid #999; padding:10px; font-weight:bold;">Insurer-Approved Repairer</td>
 <td style="border:1px solid #999; padding:10px; font-weight:bold;">Independent Repairer</td>
 </tr>
 <tr>
 <td style="border:1px solid #999; padding:10px; font-weight:bold;">Your choice?</td>
 <td style="border:1px solid #999; padding:10px;">Sometimes required by policy</td>
 <td style="border:1px solid #999; padding:10px;">Available if your policy allows, or if someone else was responsible for the accident.</td>
 </tr>
 <tr>
 <td style="border:1px solid #999; padding:10px; font-weight:bold;">Who arranges it?</td>
 <td style="border:1px solid #999; padding:10px;">Your insurer</td>
 <td style="border:1px solid #999; padding:10px;">You</td>
 </tr>
 <tr>
 <td style="border:1px solid #999; padding:10px; font-weight:bold;">Cost to you</td>
 <td style="border:1px solid #999; padding:10px;">Usually covered under your claim</td>
 <td style="border:1px solid #999; padding:10px;">You may need to pay for the repair work and claim back.</td>
 </tr>
 <tr>
 <td style="border:1px solid #999; padding:10px; font-weight:bold;">Repair Warranty</td>
 <td style="border:1px solid #999; padding:10px;">Most insurers offer a lifetime guarantee on work done through their network.</td>
 <td style="border:1px solid #999; padding:10px;">This comes down to what the repairer offers, always ask before you commit.</td>
 </tr>
 <tr>
 <td style="border:1px solid #999; padding:10px; font-weight:bold;">Convenience</td>
 <td style="border:1px solid #999; padding:10px;">Insurer liaises directly</td>
 <td style="border:1px solid #999; padding:10px;">You manage the process.</td>
 </tr>
</tbody></table></div><h2>Step 4: Get Your Vehicle Assessed&nbsp;</h2>Getting your vehicle assessed can take time. Here's a rough guide to each stage:&nbsp; Getting an assessment appointment: This is often the first bottleneck. Depending on your insurer, your location, and how busy repairers are, you could be waiting anywhere from a few days to several weeks for an available slot, so get onto it as soon as you can.&nbsp;&nbsp; The assessment itself:&nbsp;Once your vehicle is looked at, the repairer sends a quote and assessment report to your insurer. This stage typically takes 3 to 15 days, though more complex damage can take longer.&nbsp;&nbsp; Insurer review and approval:&nbsp;Under the General Insurance Code of Practice, your insurer must tell you within 10 business days of lodging your claim whether they need more information and must provide a progress update at least every 20 business days. Once they have everything they need, they should give you a decision within a further 10 business days.&nbsp;&nbsp; In total, a straightforward claim can move from lodgement to repair approval in two to four weeks. More complex cases with disputed liability, severe damage, or parts availability issues can stretch to several months.&nbsp; The assessment determines whether the vehicle is repairable or a write-off, the scope of repairs required, and an estimated cost and timeframe. If the repair cost is deemed uneconomical relative to the vehicle's value, the insurer may declare it a total loss and offer you a settlement instead, which typically takes five to ten business days to reach you once you've accepted the valuation. If you disagree with a write-off assessment, you have the right to request a review.&nbsp;&nbsp;<h2>Step 5: Book the Repairs&nbsp;</h2>Once the assessment is complete and your claim is approved, repairs can be booked. If you're using an insurer-approved repairer, your insurer will usually coordinate this directly. If you've nominated your own repairer, you'll need to confirm the booking yourself and keep your insurer updated.&nbsp; Before you drop your car off, it's worth asking your repairer:&nbsp;<ul><li>How long will the repairs take?&nbsp;</li><li>How will you be kept updated on progress?&nbsp;</li><li>What happens if additional damage is found once work begins?&nbsp;</li><li>Is there a warranty on the repairs?&nbsp;</li><li>Will there be any hold up on vehicle parts or can these be ordered in advance?&nbsp;</li></ul>Repair timelines vary depending on the extent of damage, the availability of part and workshop capacity. This is why it’s helpful to book it in as early as possible. Minor panel and paint work might take a few days; more significant structural repairs can take several weeks.&nbsp;&nbsp; Tip: Ask the repairer to contact you directly if the timeline changes, rather than waiting until the end. Staying informed makes it easier to plan around not having your car.&nbsp;<h2>Choosing a Repairer You Can Trust&nbsp;</h2>If you have the option to choose your own repairer, here are a few things to look for:&nbsp;<ul><li>Licensed and accredited -&nbsp;In some states, repairers are required to be licensed. This currently applies in <a href="https://www.nsw.gov.au/business-and-economy/running-a-business/industry-specific-business-requirements/working-as-a-motor-vehicle-repairer/motor-vehicle-repairer-licence" rel="noopener noreferrer nofollow">NSW</a> ,<a href="https://www.consumerprotection.wa.gov.au/motor-vehicle-repairers-licensing" rel="noopener noreferrer nofollow">WA</a> and <a href="https://www.accesscanberra.act.gov.au/driving-transport-and-parking/licences/motor-vehicle-dealer-and-repairer-licences" rel="noopener noreferrer nofollow">ACT</a>. &nbsp;</li><li>Experience with your vehicle type - particularly important for European makes or newer models with advanced safety systems (ADAS).&nbsp;</li><li>Written quote upfront - always get the estimated cost in writing before authorising work.&nbsp;</li><li>Clear communication - a good repairer will keep you updated without you having to chase them.&nbsp;</li><li>Warranty on work -&nbsp;reputable repairers stand behind their work. Ask what's covered and for how long.&nbsp;</li></ul>Word of mouth is still one of the best ways to find a reliable smash repairer. Ask friends, family, or colleagues,&nbsp;especially those who've been through the claims process before.&nbsp; You may also like to check out their customer reviews by checking them out on Google.&nbsp;<h2>Keep Your Documents Handy&nbsp;</h2>Having the right information accessible after an accident saves time and reduces stress. Before you need them, it's worth keeping a note somewhere easy to find,&nbsp;in your phone, your glove box, or a cloud storage app and include:&nbsp;<ul><li>Your registration plate number&nbsp;</li><li>Your insurance provider and policy number&nbsp;</li><li>Your insurer's claims phone number&nbsp;</li><li>Your preferred repairer's contact details&nbsp;</li><li>Diarise start and finish dates&nbsp;</li></ul>The faster you can access these details at the scene or shortly after, the sooner the repair process can begin.&nbsp;<h2>What About a Car While Yours Is Being Repaired?&nbsp;</h2>If you’ve been in an accident caused by another insured driver, you may be eligible for an accident replacement vehicle and you don't need to need to involve either insurer to organise it.&nbsp;&nbsp; Being provided with a similar replacement vehicle suitable to your needs, is a legal entitlement most people aren’t aware of. The cost of the hire is covered by the insurer of the driver who caused the accident.&nbsp;Right2Drive provides drivers with a similar replacement vehicle, delivered to a location of your choice, for the duration of your repairs.&nbsp;&nbsp;All we need are a few details, including your registration and the circumstances of the accident and we can get you back on the road quickly.&nbsp; Apply <a href="https://www.right2drive.com.au/application-your-details" rel="noopener noreferrer nofollow">online</a> today or call us on <a href="tel:1300100121" rel="noopener noreferrer nofollow">1300 100 121</a> to find out if you're eligible.&nbsp;&nbsp; Information in this article was last reviewed on 07/08/2026. Repair processes, insurer obligations and your rights may vary depending on your insurer, policy and state. Always refer to your Product Disclosure Statement and contact your insurer directly for advice specific to your situation.&nbsp;&nbsp;

How to Organise Vehicle Repairs After an Accident in Australia

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