What happens after a car insurance claim
26 March 2021
Making your first car insurance claim? You’re probably wondering what happens after you hit ‘’lodge’’. Here’s a guide to what comes next, from the claims assessment to booking in a repairer.
How we assess your claim
Our frontline specialists, armed with a state-of-the-art data analytics tool, evaluate the damage at lodgement to determine the next steps to manage your claim. Based on your circumstances, we may direct you to one of our trusted repairers, or an alternate location to further assess your vehicle.
Whatever the outcome, you’ll be able to track your claim online with the Suncorp App. That’s right — even if you’ve lodged your claim through our contact centre. You’ll get personalised updates, keeping you up to date with the claims process, every time you log in.
If you’ve had an incident on the road, you might be wondering what your car repair process will look like.
We will manage the repair process through our trusted repairer network.
The process is designed to make repairing your car as stress-free for you as possible.
Keep in mind the claims process will vary depending on your level of cover and whether you’re at fault or not for the accident.
Suncorp Insurance also offers a Lifetime Repair Guarantee on all authorised repairs.
This means the quality of the workmanship and materials we authorise to repair your car are guaranteed for your car’s lifetime.
Let’s run through the assessment and repair process, including how to book a repair and hire car during the claims process, what to do when your car can’t be driven, how to track the repairs and how we can get you from point A to B during all of this.
One of the biggest factors in determining how we repair your car is whether your car can be safely driven or not.
First, let’s explore what happens if you can safely drive your car from the scene of the collision to a repairer.
If you have Suncorp Comprehensive Car insurance,
you can book a repair using the Suncorp App, or online!
You’ll be navigated through the booking process after you lodge your claim.
An excess applies unless it is waived because you had no fault for the accident and can provide us with full details of the other driver at fault.
We will help locate a recommended repairer in your area, then you will be prompted to select a repair appointment.
At the time of your scheduled repair, you’ll need to drive your car to the repair shop.
Here, the repairer will assess the damage and provide Suncorp Insurance with a quote.
In some cases, the quoted repair work can automatically be approved and the repairs commence!
Your repairer can arrange your transport to your next destination, whether that’s straight home, to work, or to collect your hire car.
The cost of this transport can be covered under your Suncorp car insurance policy.
Our recommended repairers will keep you updated throughout the repair process, so you won’t be left in the dark.
They’ll let you know when your car is ready to be picked up!
And they will arrange your transport to the pickup location.
What if your car can’t be driven safely to a repairer?
Sounds like it’s been a nasty accident. That can be daunting.
But know that we will do what we can to help get you back on the road.
If your claim is covered we will help find one of our recommended repairers in your area.
We can also cover the reasonable cost of towing your car from the scene of the incident to the nearest repairer or in some cases, a storage facility.
If your car is in an unsecure or unsafe location, give us a call and we can arrange an urgent tow.
Once your car is at the repair shop, the repairer will review the damage and let you know the next steps.
They will keep you informed throughout the process, including when your car is ready to be picked up!
They even can arrange your transport to collect your car.
Assessors consider a variety of factors, like how much it would cost to repair the damage and how extensive the damage is.
Based on what the assessor says, it's possible your car may be deemed a total loss (a write off).
Either way, you’ll be notified what the outcome is as soon as possible.
If you have Suncorp Comprehensive Car Insurance, we'll either arrange for your car to be repaired, pay you the amount of the assessed quote to repair your car or settle your claim as a Total loss.
Read the PDS to find out more.
Suncorp Insurance will keep you notified via SMS and email with the contact details you provided.
You can also track eligible claims online or using the Suncorp app.
To learn more about tracking your claim, why not watch “Suncorp Insurance makes it easy to track your claim. Here's how!”
How we choose a repairer
Here’s where our data analytics tool comes in handy again. It helps our claims assessors find the most suitable repairer based on things like:
- the size and type of damage,
- your car model, and
- your location.
We base our decisions on our past data — years of it, in fact. This way, we know you’ll have a repairer that’ll provide a good outcome.
What it takes to be a Suncorp partner repairer
With our network of approximately 300 trusted repairers nation-wide, we have the resources to provide the highest level of service for our customers. All of our authorised repairers abide by the Suncorp vehicle repair standard. That means they’ll have to meet certain requirements for shop equipment, staff training and customer service.
All repairs authorised by us also come with a lifetime repair guarantee. This means that for the life of the vehicle, you can come to us for help with any issues with the repairs or materials, for no extra charge.
Can I nominate my own repairer?
Yes, you can, if you have a Suncorp Car Insurance policy. When lodging a claim, you’ll be given a choice between nominating your own repairer or choosing from our list of options.
What about items inside your vehicle?
If you’re comprehensively insured with Suncorp Insurance, and your personal items — for example baby capsules or child seats — are damaged in an insured event, we’ll cover the reasonable costs, up to a limit. For more info on your coverage, please read your PDS.
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Insurance is issued by AAI Limited ABN 48 005 297 807 trading as Suncorp Insurance. Read the Product Disclosure Statement before buying this insurance. Go to Suncorp.com.au for a copy. This advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it's appropriate for you before acting on it.