If you’ve been in a car accident and weren’t at fault, you’re entitled to a replacement vehicle in Australia at no cost. Here’s how to make it happen quickly and without hassle:
- Prove You’re Not at Fault: Gather evidence like photos, witness details, and police reports to confirm the other driver caused the accident.
- Organise Your Documents: Have your driver’s licence, vehicle registration, incident details, and the at-fault driver’s insurance information ready.
- Contact the At-Fault Driver’s Insurer: File a third-party claim with their insurance company and provide all relevant details.
- Apply for a Replacement Car: Request a like-for-like vehicle through services like Not My Fault Car Hire.
- Complete Paperwork: Sign the rental agreement and inspection checklist to finalise the process.
- Use Your Replacement Car: Drive the car as needed while your vehicle is repaired or your claim is settled.
- Return the Vehicle: Once your car is ready or your claim is resolved, return the replacement car in the same condition.
The at-fault driver’s insurer covers the rental costs, so you won’t pay anything for the hire itself. Just handle everyday expenses like fuel and tolls. Services like Not My Fault Car Hire simplify the process, ensuring you stay mobile without dealing with insurance headaches.
AAMI’s claims process for repairing or replacing cars after an accident
Step 1: Prove You Are Not at Fault
To secure a replacement vehicle at no cost, you need to establish that you were not at fault for the incident. This is crucial because the at-fault party’s insurance is generally responsible for covering your hire car expenses. Without clear evidence of your lack of fault, insurers are unlikely to accept liability, making the process much more challenging.
"The guiding principle here is that you should not be disadvantaged due to an incident that was not your responsibility." – Right2Drive
Collect Evidence to Support Your Case
Start gathering evidence as soon as possible. Take photos of the damage to all vehicles involved, the road conditions, and any relevant traffic signs. If there are witnesses, collect their contact details and ask for a brief written statement. Create a simple sketch showing the positions of the vehicles at the time of the accident, and if you have dashcam footage, save it as it can be invaluable.
Exchange contact and insurance details with the other driver, but avoid making any statements that could be interpreted as admitting fault. Write down the key details of the incident – such as the date, time, location, and a sequence of events – while they are still fresh in your mind.
Once you’ve gathered this evidence, the next step is to obtain formal confirmation of fault.
Obtain Official Confirmation of Fault
To strengthen your case, secure a police report or confirmation from the insurance company that you were not at fault. Police reports are particularly persuasive in determining fault. If the police attended the scene, request a copy of their report – it often includes witness statements and the officer’s assessment of the situation. Keep in mind that in Victoria, for example, obtaining an accident report costs $87.40 for the first 10 pages, with an additional $1.00 per page thereafter. However, for minor accidents where no one is injured, the police may not file a formal report. In NSW, police reports are typically provided to insurers only after a claim has been lodged.
Insurance companies will also carry out their own investigations. Be sure to provide them with all the evidence you’ve collected, including your photos, witness details, and a detailed account of the incident. Keep a record of all your communications with both the police and the insurer to build a strong paper trail.
Being thorough and systematic with your evidence collection will make it easier to prove the other driver’s fault. The stronger your case, the smoother the process of accessing a replacement vehicle will be.
Step 2: Gather Required Information
Once you’ve established that you’re not at fault, it’s time to get all the necessary documents together. Being organised before contacting insurers or applying for a replacement vehicle can save you time and help avoid unnecessary delays.
Australian insurers have specific requirements for processing claims. Missing even a single detail could slow things down, so let’s go over what you’ll need.
Documents You Should Have Ready
- Driver’s Licence: Keep your current licence handy. A digital copy can be especially useful.
- Vehicle Registration Details: Have your car’s registration number, make, model, year, and colour on hand. This is particularly important if your car has been towed.
- At-Fault Driver‘s Insurance Information: You’ll need the name of their insurer, their policy number (if available), and the other driver’s full contact details (name, address, and phone number). Many insurers, like Allianz, also require the at-fault driver’s licence number when possible. Missing any of these details could lead to delays or extra fees.
- Incident Evidence: Gather everything related to the accident. This includes photos from the scene, witness contact details, and your written account of what happened. Insurers like AAMI often ask for specifics about the time, location, and nature of the incident, as well as the extent of the damage.
- Police Report Number: If the police attended the scene, ensure you have the report number. Some insurers, such as RAA, require this information in certain circumstances.
Claim Number and Insurer Details
Beyond your documents, securing the claim number from the at-fault driver’s insurer is a top priority. This number will be essential for smooth communication.
Contact the at-fault party’s insurance company as soon as possible after the accident. Have your own policy number ready, along with all the incident details. The insurer will assign a claim number and provide you with the contact details of the claims officer – make sure to note these down.
It’s a good idea to store all this information both digitally and as hard copies for easy access. Also, keep in mind that insurers often have strict time limits for claims, so acting promptly is crucial.
Step 3: Contact the At-Fault Driver’s Insurer
Now’s the time to reach out to the at-fault driver’s insurer to start your claim for a replacement vehicle. Most insurers in Australia have dedicated claims teams ready to handle these situations. Providing accurate and complete information during this call can help move things along quickly, so you can get back on the road sooner. Here’s how to approach the conversation.
How to Talk to the Insurer
When you contact the insurer, let them know you’re filing a third-party claim for a replacement vehicle after being involved in a not-at-fault accident. Be clear and stick to the facts.
Share the key accident details you’ve already gathered, such as the names, addresses, phone numbers, and insurance details of all drivers involved. Describe how the accident happened, focusing on the facts without making assumptions or guesses. If you’ve collected evidence like photos or witness statements (from Step 1), mention these during the conversation.
If you have a police report, refer to it as well. During the call, the insurer will likely provide you with a claim number – write it down immediately. Also, ask for the name and direct contact details of the claims officer handling your case. Make sure to note the date and time of your call, along with the name of the person you spoke to and the key points discussed.
What the Insurer Will Do
Once you’ve made contact, the insurer will take several steps to process your claim. They’ll typically reach out to their policyholder (the at-fault driver) to get their side of the story and confirm the coverage details.
A claims officer will be assigned to your case and should contact you within a few business days to outline the next steps. This officer will act as your primary point of contact throughout the process.
The insurer will assess your claim based on the evidence you’ve provided, any police report, and the policyholder’s account. In many cases – such as rear-end collisions – the at-fault driver is usually held responsible, which strengthens your eligibility for a replacement vehicle.
"If someone rear-ends you, you should typically call their insurance company to file a claim, as they are usually considered at fault in rear-end collisions."
- Matthew Novian, Author
If the at-fault driver refuses to cooperate, don’t worry – you still have the right to pursue your claim directly with their insurer.
The insurer should also give you a clear timeline for their decision and explain the next steps. If they accept liability, they’ll discuss your entitlement to a replacement vehicle and guide you through the application process. Be sure to respond quickly to any additional requests to keep things moving and get your replacement car sorted as soon as possible.
Step 4: Apply for a Like-for-Like Replacement Vehicle
Once the at-fault driver’s insurer has admitted liability, you can proceed to secure a replacement vehicle. This step involves understanding what kind of car you’re entitled to and submitting your application through a simple process.
What Is a Like-for-Like Replacement Vehicle?
A like-for-like replacement vehicle is a temporary car that closely matches the size, type, and features of your own vehicle. The aim is to replicate your usual driving experience, keeping any disruptions to a minimum while your car is being repaired or you await a payout.
For instance, if you drive a mid-size SUV, your replacement will be a similar SUV. If you have a small hatchback, you’ll get a comparable hatchback. Practical considerations like seating capacity, boot space, and fuel type are all factored in to ensure the replacement meets your needs. Best of all, the vehicle is provided at no cost to you.
Applying Through Not My Fault Car Hire
Once liability is confirmed in Step 3, you’re ready to apply for your like-for-like replacement vehicle.
The process is straightforward and designed to get you back on the road as quickly as possible. You can begin your application online or by calling 1800 699 034. Before applying, gather essential information such as accident details, the at-fault driver’s insurance information, and your claim number from Step 3. Having these details ready will make the process smoother.
During the application, you’ll need to provide accurate accident details to confirm your claim. The team will then assess your eligibility, focusing on whether you were not at fault. You don’t need comprehensive insurance to qualify – just a valid Australian driver’s licence, the at-fault driver’s details, and confirmation that your car is repairable.
Eligibility assessments are usually completed within 24 to 48 hours. Once approved, the replacement vehicle is delivered directly to you, whether that’s at home, the crash site, or your repairer’s location. In many cases, delivery happens on the same day, depending on your location and vehicle availability. The service takes care of all the paperwork and bills the at-fault party’s insurer directly, so you can avoid the headache of dealing with insurance bureaucracy and focus on getting back to normal.
sbb-itb-1d2cc02
Step 5: Get Approval and Complete Paperwork
After submitting your application in Step 4, it’s time to move on to Step 5: securing approval and wrapping up the paperwork. Understanding the process and the documents involved will help ensure everything goes smoothly.
How the Approval Process Works
Once your application is in, the team gets to work reviewing your details to confirm your eligibility. This involves verifying that you’re not at fault and ensuring the at-fault party’s insurer will cover the costs.
Here’s what happens during the review:
- Your accident details are compared to the information provided by the at-fault driver and their insurer.
- Any photos you’ve submitted are examined, and police reports (if available) are checked.
- The team confirms that the at-fault driver has lodged their claim and accepted liability.
This thorough review helps prevent future disputes. If additional documents are needed – like clearer photos or extra evidence – you’ll be contacted promptly to avoid delays.
Typically, the assessment takes about 24 to 48 hours once your application is complete. In straightforward cases where liability is clear, approval can happen even faster.
"We aim to provide approval within 24 – 48 hours of receiving your completed application." – Right2Drive
If any issues arise, such as missing information or disputed liability, the team will reach out to discuss next steps. They’ll work with you to resolve any concerns and keep things moving.
Once your application is approved, you’ll proceed to the final paperwork stage.
Forms You Need to Sign
After you’ve been approved, the next step is signing the necessary documents to get your replacement vehicle. These forms are simple and designed to protect both you and the company, while ensuring you’re clear on the terms of the hire.
The key document is the rental agreement. This outlines your responsibilities and confirms that the at-fault insurer will be billed directly, so you don’t have to pay anything upfront.
You’ll also need to provide credit card details as a security measure for any additional charges, such as:
- Fuel
- Toll fees
- Cleaning
- Damage during the hire period
No charges will be made to your card if you stick to the terms of the agreement. Any potential fees are clearly explained in the documentation, so there are no surprises.
Another important form is the vehicle inspection checklist. You’ll fill this out when the replacement car is delivered, noting its condition – scratches, dents, or any other pre-existing damage. This protects you from being held responsible for issues that were already there. Take your time during the inspection to ensure everything is noted accurately.
To make things easier, most forms can be signed electronically. The delivery team will guide you through the process, explaining each document and answering any questions you might have. This way, you’ll feel confident about every step.
Step 6: Get and Use Your Replacement Car
Once all the paperwork is sorted, it’s time to receive and start using your replacement vehicle.
Quick and Convenient Delivery
Your replacement car will be delivered directly to the location of your choice – whether that’s your home, the crash site, or even the repairer’s workshop. This convenient service saves you the hassle of making extra trips or visiting a rental office.
In most cases, delivery happens fast – often on the same day – so you can get back to your routine with minimal interruptions. Whether you need to get to work, pick up the kids, or keep an important appointment, this quick process ensures you’re back on the road without delay.
When the car arrives, the team will walk you through its features and controls, showing you details like where the spare key is located and how to use any special functions. Together, you’ll complete a vehicle inspection checklist to note any pre-existing damage, such as scratches or dents.
Before you drive off, make sure you understand what costs you’ll need to cover during the hire period.
Your Costs vs. Covered Costs
Here’s how it works: the at-fault driver’s insurer takes care of the hire costs, but you’re responsible for everyday expenses like fuel, tolls, and any fines.
If the car is returned excessively dirty – such as after smoking or vaping inside – you might also face cleaning fees. Additionally, any damage caused during the hire period is subject to the agreed excess.
It’s important to keep Not My Fault Car Hire updated on your situation. If there are changes to your car’s repair timeline or you receive a settlement offer for a write-off, notify them right away. This ensures you’re only charged for the time you actually need the replacement car and helps coordinate its return.
Generally, you can use the hire car until your vehicle is repaired and ready for pick-up, or until your insurance settlement is finalised if your car is written off. This way, you’ll have reliable transport for as long as you need it during the claims process.
Step 7: Return the Replacement Car
Once you’re done with your replacement vehicle, it’s time to hand it back. This step marks the end of your hire period, whether your car is repaired and ready to go or your insurance claim has been finalised.
When and How to Return the Car
The replacement car should be returned once your own vehicle is repaired and ready for pickup, or if your car has been written off, after your insurance payout is settled. Not My Fault Car Hire will work with you to arrange a return time and location that suits you. In many cases, they can even collect the car from your home, workplace, or another convenient spot, saving you the trouble of dropping it off.
Before the car is collected, make sure it’s in the same condition as when it was delivered. For instance, if the car was delivered with three-quarters of a tank of fuel, ensure it’s returned with the same amount. Also, clean the vehicle inside and out – vacuum the interior, wipe down surfaces, and remove any dirt or stains.
When the car is picked up, a representative will conduct a quick inspection, comparing its current condition to the checklist completed when it was delivered. Any damage beyond normal wear and tear could result in additional charges. Cleanliness is also checked – smoking or vaping inside the car or transporting pets without proper precautions could lead to cleaning fees.
No Extra Costs or Fees
One of the biggest perks of using Not My Fault Car Hire is that the hire itself doesn’t cost you a cent. The at-fault driver’s insurer covers the hire charges directly, so you don’t need to worry about rental costs.
You’re only responsible for everyday expenses, like fuel, tolls, and parking or traffic fines incurred during the hire period. As long as the car is returned in the agreed condition – with the correct fuel level, no excessive dirt, and no additional damage – there are no surprise fees or hidden costs.
If the return conditions aren’t met, such as bringing the car back with less fuel or in an unclean state, refuelling or cleaning fees may apply. These fees are clearly outlined in your hire agreement and only cover the actual costs of getting the car back to hire-ready condition. Meeting the return requirements ensures your claim is fully wrapped up without any extra hassle.
Conclusion: Get Back on the Road Without Stress
Getting a replacement car after a not-at-fault accident doesn’t have to be complicated. Understanding your rights and taking the right steps can make the process much smoother. If you’re not at fault, you’re entitled to a comparable vehicle while your car is being repaired, and specialist services are available to handle the finer details of your claim. This ensures you stay mobile and stress-free during the claims process.
These services are designed to make life easier. With a wide range of vehicles available across the country, you’ll likely receive a car that matches your own in size, style, and features. This means you can carry on with your routine without missing a beat.
Even better, there are no hidden costs to worry about. The at-fault party’s insurer covers the hire charges directly, and as long as you follow the simple return conditions in your agreement, you won’t face any surprise fees when returning the car.
The process is quick and efficient. In many cases, you can have a replacement vehicle delivered the same day, allowing you to keep up with work, school runs, and other commitments without interruption. With everything handled for you, you can focus on what matters most – your recovery and getting back to normal life. Let Not My Fault Car Hire take the hassle out of getting back on the road.
FAQs
What can I do if the at-fault driver’s insurer refuses to provide a replacement vehicle?
If your insurer denies your claim, the first step is to carefully review their explanation and make sure you understand why it was rejected. Collect any evidence that could support your case, such as police reports, witness accounts, or photographs from the incident.
If you think the denial isn’t justified, you can file a dispute with the Australian Financial Complaints Authority (AFCA). AFCA offers a free and independent service to help resolve disputes. Additionally, you might want to seek legal advice to explore other options, including the possibility of taking the matter to court to seek compensation if needed.
How can I make sure my replacement car is similar to my own vehicle?
To make sure your replacement car is as close as possible to your original, provide detailed information about your vehicle. Include specifics like the make, model, year, and key features. Think about details such as the number of seats, fuel type, transmission, or extras like a tow bar or built-in GPS. Share this information with the hire company or insurer and confirm they’ll match these details as closely as they can.
If you’re unclear about what "like-for-like" means, ask for clarification. This way, you can ensure the replacement vehicle aligns with your needs and expectations.
Are there situations where I may need to cover the cost of a replacement car myself?
Sometimes, you might have to cover the cost of a replacement vehicle hire yourself. This can happen if the at-fault driver or their insurer declines to pay, or if your own insurance policy doesn’t include hire car coverage.
If you were the one at fault in the accident, whether or not you’ll need to pay for the replacement vehicle often depends on the details of your insurance policy. It’s important to review your policy terms and speak with your insurer to clearly understand what is and isn’t covered.
