Your questions answered

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
• Your own insurance policy is not affected

The at-fault party's insurer is legally responsible for covering these costs as part of their liability.

No. When you use Car Accident Helpline for a non-fault accident, your claim is managed entirely separately from your own insurance policy. Your no-claims bonus remains protected, your premium is unaffected, and there is no record of a claim on your policy. We deal directly with the at-fault driver's insurer, not yours.

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.

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.