Motor Vehicle Accidents

These fact sheets are for information only. It is recommended that you get legal advice about your situation. These resources have been produced with funding from NSW Office of Fair Trading.


I’m not at fault, why do I have to pay my excess?


This fact sheet is for information only. It is recommended that you get legal advice about your situation. CASE STUDY Josie’s car was parked on the street overnight. The next morning she woke up to find her car had been ploughed into by another car. The police were in attendance. They tell her that a […]

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Problems with the quality of repairs arranged by the insurer


If you have had repairs done by your insurer and you are unsatisfied with the quality of workmanship or parts used or the timeliness of the work there are steps you can take. Regardless who actually does the work be the insurer’s authorised repairer or a subcontractor the insurance company is reasonable for the quality […]

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My car has been written off by my insurer – What deductions can my insurer make from my payout?


This fact sheet is for information only. It is recommended that you get legal advice about your situation. CASE STUDY Emily’s car had a market value of around $8000.00.  She took out comprehensive car insurance with BIG insurance company and was paying the premiums monthly.  Emily’s car was badly damaged in an accident. She was […]

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Your Vehicle has been ‘Written Off’


This fact sheet is for information only. It is recommended that you get legal advice about your situation. Case Study: Joeseph is comprehensively insured and drives a low value, 10 year old car. It has got low kilometres and he takes good care of it, he only drives it now and then. He is insured […]

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Insurance Dispute Resolution


This fact sheet is for information only. It is recommended that you get legal advice about your situation. CASE STUDY  Dan was very frustrated with his insurance company. After an accident at a roundabout 8 months ago he had put in a claim on his comprehensive car insurance policy. Since then the insurer had asked […]

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How to use your Product Disclosure Statement (PDS)


This fact sheet is for information only. It is recommended that you get legal advice about your situation. WHAT IS INSURANCE? Insurance is a contractual relationship between the insurer (your insurance company) and the insured (you). WHAT DOCUMENTS MAKE UP YOUR INSURANCE CONTRACT? The insurance contract is made up of your certificate of insurance and […]

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Help! My Insurance Claim Is Taking Forever!


Sometimes you can get stuck in limbo where you have made the claim but have not had a decision on your claim. This factsheet explains your rights to request information from the insurer or lodge a dispute if necessary. CASE STUDY  Darren has a comprehensive car insurance policy. She lodged a claim when her car […]

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Buying car insurance


Buying car insurance can be confusing. There are lots of different types of insurance and a lot of different products to choose from. This factsheet will give you the information you need to compare products and choose the right type of insurance for your needs. CASE STUDY  Ted was desperate to buy a car. He […]

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Frequently Asked Insurance Questions


This factsheet answers commonly asked questions about car accidents, car insurance claims, insurance investigations and home and or contents insurance. MAKE SURE YOU HAVE A COPY OF YOUR INSURANCE CONTRACT (THIS IS COMPRISED OF YOUR PRODUCT DISCLOSURE STATEMENT (PDS) AND YOUR CERTIFICATE OF INSURANCE). CAR ACCIDENTS What if I don’t believe that I am at […]

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What can I do if my insurer agrees to pay some, but not all of my claim?


There may be many reasons why an insurer may pay some but not all of what you perceive to be the full value of your claim. In general, the most common reason is where the insurer’s assessment of the extent of damage differs to your assessment. TODD’S STORY  Todd’s car was damaged in a car […]

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Rental cars and insurance


Rental car companies do not provide insurance. It is in fact a liability limitation product. It provides very poor coverage if you damage the rental car. If you are at fault in a car accident you usually have no cover for the damage to the other car! CASE STUDY  Justin travelled to Adelaide for a […]

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Problems with the quality of repairs arranged by the Insurer


If you have had repairs done by your insurer and you are unsatisfied with the quality of workmanship or parts used or the timeliness of the work there are steps you can take. Regardless who actually does the work be the insurer’s authorised repairer or a subcontractor the insurance company is reasonable for the quality […]

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I’ve had a car accident and I’m uninsured!


Your options vary greatly depending whether or not you were at fault. This factsheet goes through your options and rights depending on the circumstances of the accident. CASE STUDY  Joe owned an old Holden. He was driving to visit a mate when he had an accident. He had been driving along happily listening to music […]

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Making a claim on your car insurance


Useful tips and information about when to claim on your car insurance, paying excess, repairs, delays and how to raise a dispute with your insurance company.   CASE STUDY  Anthony had a comprehensive car insurance policy on his brand new V8 car. Three months after getting his new car he has an accident. He believes […]

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What can I do if my car insurance claim is refused?


This fact sheet is an overview of some common reasons why an insurer may refuse your car insurance claim and what options you have after you have received a rejection. CASE STUDY  Sahar had an awful car accident. She was insured. She rang the insurer to report the accident. BIG INSURANCE COMPANY has now produced […]

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What can I do if I am investigated on an insurance claim?


Investigations by insurers can be very upsetting and intimidating. This fact sheet gives you information about your rights and responsibilities. Also see our Know Your Rights Checklist: Insurance Interviews. CASE STUDY Greg’s car was stolen at night. He had parked his car outside a racecourse when he went to see the horse races. After the […]

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