What to do after an accident in Victoria
Being in a car accident is stressful. Here's a clear, step-by-step guide on what to do, and how Car Accident Helpline can help you through each stage.
Or call us directly on 1300 908 559
At the scene: stay safe and gather details
First and foremost, make sure everyone is safe. If anyone is injured, call Triple Zero (000) immediately for an ambulance.
Once you've confirmed everyone is okay:
- Stop your vehicle safely and switch off the engine
- Take a moment to compose yourself. It's normal to feel shaken
- Exchange details with the other driver: full name, phone number, address, vehicle registration, and insurer details
- Take photos and videos of the damage, vehicle positions, and surrounding conditions
- Get contact details from any witnesses
- Note the time, date, and exact location
Important: Be polite, but never apologise or admit fault at the scene. Even a casual "sorry" can be used against you later.
Report to police if needed
In Victoria, you should contact police (131 444) if:
- Anyone is injured and needs medical attention
- You suspect the other driver is under the influence of drugs or alcohol
- The other driver leaves the scene (hit and run)
- The other driver is uninsured or refuses to exchange details
- You believe the collision was intentional
If none of the above apply, you should still report the accident to your local police station within 24 hours. You can do this online or in person.
Call Car Accident Helpline
Once you're safe and have gathered the details, give us a call on 1300 908 559 or fill in the form on our website. We're available 7 days a week.
Your dedicated claims handler will take the details, confirm you have a valid non-fault claim, and immediately start working on your behalf. From this point on, you don't need to deal with the other driver's insurer, chase repair quotes, or worry about paperwork. We handle everything.
Please note: Victoria operates a centralised towing system. We are not able to arrange towing or roadside recovery. If you need your vehicle towed from the accident scene, contact VicRoads or your roadside assistance provider.
We arrange your replacement vehicle and repairs
Your claims handler arranges a like-for-like replacement vehicle, usually delivered the same day to your home or workplace. You keep this vehicle for the entire duration of your repair.
Simultaneously, we coordinate your vehicle repair through our network of approved repair centres. Manufacturer-approved parts are used as standard, and all work is quality-checked before your vehicle is returned.
If you've been injured, we can also connect you with specialist legal partners for personal injury and economic loss claims. This is a free referral. The law firm handles everything from there.
Get back on the road
Once your vehicle is fully repaired and quality-checked, it's returned to you and the replacement vehicle is collected. Your claim is settled behind the scenes with the at-fault driver's insurer. You don't need to lift a finger.
You've paid no excess, your no-claims bonus is intact, and your own policy is unaffected. That's the Car Accident Helpline difference.
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. There are no hidden fees, no excess to pay, and your no-claims bonus stays protected.
Fill in the form and one of our friendly claims handlers will call you back to talk through your options. Or if you'd prefer, give us a call now.
1300 908 559Request a free call back
No obligation. Just a friendly chat about your options.