Your questions answered
We know a car accident raises a lot of questions. Here are the answers to the ones we hear most often from Victorian drivers.
We're not your insurer. Car Accident Helpline is an independent accident management company. We're not an insurance provider and we're not affiliated with any insurer. We deal with the at-fault driver's insurer so you don't have to.
Or call us directly on 1300 395 743
General questions
Car Accident Helpline is an accident management company that helps non-fault drivers in Victoria after a car accident. We're not an insurance company or a law firm. We're specialists in managing the entire claims process on your behalf, from arranging a replacement vehicle to coordinating repairs and connecting you with legal support if needed.
Yes, our service is completely free for non-fault drivers. Here's how it works:
- We provide our services under a credit hire agreement
- All costs are recovered directly from the at-fault driver's insurance company
- You pay no excess, no fees, and no hidden charges
- You don't need to claim on your own insurance policy
The at-fault party's insurer is legally responsible for covering these costs as part of their liability.
Because you're making a claim through us rather than through your own insurer, you won't need to claim on your own policy or pay your excess. Your no-claims bonus is protected because we deal directly with the at-fault driver's insurer, not yours. Your own insurer is not involved in the process.
In most cases, we can arrange a like-for-like replacement vehicle on the same day. Your dedicated claims handler will organise delivery of a comparable vehicle to your home or workplace so you're not left without transport while your car is being repaired.
No. Victoria operates a centralised towing and roadside recovery system that is managed independently. We are not able to provide towing services in Victoria.
However, once your vehicle has been recovered, we can arrange for it to be collected and transported to one of our approved repair centres. If you need immediate towing assistance after an accident, contact VicRoads or your roadside assist provider.
Give us a call anyway. Our experienced claims handlers can assess the circumstances of your accident and advise whether you have a valid non-fault claim. In many cases, fault is clearer than you might think. For example, if you were rear-ended, the other driver is almost always at fault.
We'll give you an honest assessment and explain your options with no obligation.
To get started, we'll need some basic details:
- Your name and contact details
- Your vehicle registration number
- The other driver's details (name, registration, insurer if known)
- A brief description of what happened
- Any photos you took at the scene
Don't worry if you don't have everything. Your claims handler will guide you through what's needed.
Replacement vehicles
We provide a like-for-like replacement vehicle that matches your own car as closely as possible. If you drive a sedan, you'll get a sedan. If you drive an SUV, you'll get an SUV. The goal is to keep you on the road in a vehicle that suits your daily needs.
You can keep the replacement vehicle for the entire duration of your repair, from the day your car goes into the workshop until the day it's returned to you. If your vehicle is written off, you'll typically keep the replacement until your claim is settled and you've had reasonable time to source a new vehicle.
Yes. The replacement vehicle is provided under a credit hire agreement. The cost is recovered from the at-fault driver's insurance company. You pay nothing. No deposit, no daily rate, no fuel surcharge, no excess.
Absolutely. We'll arrange delivery and collection of the replacement vehicle at a location that suits you, whether that's your home, your workplace, or another convenient address.
Vehicle repairs
We use a network of approved repair centres across Victoria. These are experienced, professional workshops that meet our quality standards. All repairs are carried out using manufacturer-approved parts to ensure your vehicle is restored to its pre-accident condition.
We recommend using our approved network as it ensures quality control and a streamlined claims process. However, if you have a preferred repairer, let your claims handler know and we'll do our best to accommodate your preference.
If your vehicle is assessed as a total loss (write-off), your claims handler will guide you through the process. You'll typically be entitled to the market value of your vehicle prior to the accident. We'll continue to provide a replacement vehicle while the claim is being resolved.
No. For non-fault accidents, all repair costs are recovered from the at-fault driver's insurer. You won't pay any excess or out-of-pocket costs for the repairs we arrange.
Injury & legal support
Yes. If you or your passengers were injured in the accident, we can connect you with a specialist partner law firm experienced in personal injury claims in Victoria. This is a referral service. The law firm will handle your injury claim directly.
An economic loss claim covers financial losses you've suffered as a result of the accident. This can include:
- Loss of income if you've been unable to work
- Out-of-pocket expenses like medical costs or transport
- Any other financial impact directly caused by the accident
Our legal partners can assess whether you have a valid economic loss claim and guide you through the process.
No. Car Accident Helpline is an accident management company, not a law firm. We do not provide legal advice or representation. For injury and economic loss claims, we refer you to a trusted partner law firm who are qualified to advise you on your legal rights and options.
Our referral is free. The partner law firm will discuss their own fee arrangements with you directly. Many personal injury firms in Victoria operate on a no-win, no-fee basis, meaning you only pay legal fees if your claim is successful.
Ready to get started?
If you've had an accident in Victoria that wasn't your fault, we can help. Our service is completely free. No hidden fees, no excess to pay, and your no-claims bonus stays protected. Fill in the form and one of our claims handlers will call you back to talk through your options.
Request a free call back
No obligation. Just a friendly chat about your options.