How to Make an Insurance Claim for Smash Repairs in Victoria (Step by Step)
Being in a car accident is one of the most disorienting experiences a driver can have. Even a minor collision leaves most people shaken, and in the immediate aftermath it's easy to miss steps that matter for your insurance claim.
This guide walks you through the entire process — from the accident scene to picking up your repaired vehicle — so you know exactly what to do, in what order, and how to protect your rights at every stage.
Immediately After the Accident
1. Check for injuries first
Before anything else — check yourself, your passengers, and any other people involved. If anyone is injured, call 000 immediately.
2. Move vehicles if it's safe to do so
If the vehicles are driveable and blocking traffic, move them to the side of the road. In Victoria, you're required to report the accident to police if anyone was injured, if the combined damage exceeds $3,000, or if the other driver failed to stop.
3. Document everything — extensively
This is the step most people underdo. Take photos and videos of:
- All damage to your vehicle from multiple angles
- All damage to the other vehicle
- The position of both vehicles before moving them
- Road conditions, traffic signs, skid marks
- The registration plates of all vehicles involved
- Any visible injuries
Do this before anything is moved or cleaned up. Insurance claims rely heavily on visual evidence, and photos taken at the scene are far more valuable than photos taken later.
4. Exchange details with the other driver
Collect:
- Full name and contact number
- Driver's licence number
- Vehicle registration
- Insurance company name and policy number (if they'll provide it)
Do not admit fault at the scene — even casually. Saying "I'm sorry" can be used against you in the claims process.
5. Get witness details
If there were any independent witnesses to the accident, get their name and contact number. Witness statements can be decisive if fault is disputed.
After the Accident — What to Do Next
6. Call your insurer — but consider calling your panel beater first
Most people call their insurer immediately. There's nothing wrong with this, but there's value in calling a trusted panel beater first.
Why? Because once you're on the phone with your insurer, they'll often try to get you to commit to their preferred repairer network before you've had a chance to consider your options. If you've already spoken to North Geelong Accident Repair Centre and decided we're who you want, you can tell your insurer confidently and immediately — rather than agreeing to something in the moment and trying to change it later.
Call us on 03 4244 8938. We'll explain the process, let you know what to expect, and you can make a clear decision before you contact your insurer.
7. Lodge your insurance claim
When you call your insurer, have ready:
- Your policy number
- Date, time, and location of the accident
- A description of what happened
- Photos you've taken
- Details of the other driver and vehicle
- Police event number (if applicable)
Your insurer will issue you a claim number — keep this for all future correspondence.
8. Assert your right to choose your repairer
When your insurer asks about repairs, tell them you're choosing your own repairer. Give them our details:
North Geelong Accident Repair Centre
6 Freedman St, North Geelong VIC 3215
Phone: 03 4244 8938
Check your policy's Product Disclosure Statement (PDS) for the "choice of repairer" clause. Most comprehensive policies in Victoria include this right. If your insurer pushes back, politely but firmly reference your policy entitlement.
During the Repair Process
9. Get a written quote
Whether you're going through insurance or paying privately, always get a written quote that details exactly what work will be done, what parts will be used, and the estimated timeframe.
At NGARC, we provide a detailed written assessment. For insurance claims, we submit this directly to your insurer for approval.
10. Understand the approval process
For insurer-funded repairs, your insurer needs to approve the scope of works before we begin. We handle this submission on your behalf and follow up proactively.
This process typically takes 3–7 business days. If there are disputes about the scope — for example, your insurer wants to use aftermarket parts where we've specified genuine OEM — we'll advise you and advocate for the right outcome.
11. Understand your excess
Your excess is the amount you pay out of pocket before insurance covers the rest. This is typically paid directly to the repairer when you collect your vehicle, not to your insurer.
If you were not at fault, you may be entitled to have your excess waived or recovered from the at-fault driver's insurer. We can advise on this — it's more common than people realise.
12. Ask about a loan vehicle
If your vehicle is off the road for repairs, you may be entitled to an accident replacement vehicle under your policy. Check your PDS, or ask your insurer directly. For not-at-fault accidents, the at-fault driver's insurer may be required to provide one.
At Collection
13. Do a thorough inspection before signing
Never sign off on a repair without inspecting the vehicle carefully. See our guide: How to Check the Quality of Your Smash Repair Before Driving Away.
Check paint quality, panel alignment, shut lines, and that all sensors and electronics are functioning correctly.
14. Get the warranty in writing
Any reputable repairer will provide a written warranty on their workmanship. At NGARC, this is a lifetime workmanship guarantee. Keep this document.
If Something Goes Wrong
If you're unhappy with the repair quality
Contact the repairer directly first. Any legitimate business should address genuine quality concerns without requiring you to escalate.
If the repair was insurance-funded and the repairer won't rectify the issue, contact your insurer. Under the General Insurance Code of Practice, your insurer is responsible for the quality of repairs done by a repairer they approved.
If your insurer won't help, escalate to the Australian Financial Complaints Authority (AFCA) at afca.org.au. AFCA can compel your insurer to act.
If your claim is being disputed or delayed
Contact your insurer's internal dispute resolution team. If that fails, AFCA handles disputes between consumers and insurers, and their decisions are binding.
A Note on Not-At-Fault Accidents
If you were not at fault, you may be able to claim against the other driver's insurer rather than your own — meaning your premium isn't affected and you may not have to pay an excess.
This process can be more complex but is worth pursuing in clear-cut fault situations. We can advise on whether this applies to your circumstances.
We Handle the Insurance Complexity For You
If all of this sounds like more than you want to deal with while recovering from an accident — that's exactly why we offer full insurance claim management as part of our service.
You give us your insurer's details. We handle the submission, the approval, the paperwork, and the liaison. You just drop off your car and pick it up when it's done.
Call 03 4244 8938 or get started online.
North Geelong Accident Repair Centre | 6 Freedman St, North Geelong VIC 3215 | Mon–Fri 8AM–5PM | 24hr Towing: 0420 801 465