Make a car insurance claim

Frequently Asked Questions

Who will manage my claim?

Auto & General Insurance Company Limited are the underwriters for Qantas Car Insurance and handle all claims. 

So when we assign a claims specialist from Auto & General to your claim, you can trust you’re in safe, experienced hands.

What if I need a hire car?

If you have Comprehensive Cover and your car is damaged in a no-fault accident, we can arrange a hire car for you to use until yours is repaired, or your claim is paid (whichever occurs first).

If you have Comprehensive or Third Party Property, Fire and Theft cover and your car is stolen, we’ll reimburse you for the reasonable cost of a hire car, for up to 21 days, up to a maximum of $1,500.

If you have Comprehensive Cover, for an additional premium you can add the Accident Hire Car option and get a hire car for up to 21 days if your car is damaged in an accident that was your fault.

You can add the Accident Hire Car option to your policy when you buy your policy or – if you’ve already bought it - by editing your policy online or calling us on 13 49 60.

Please note that you'll need to make transport arrangements to collect and return the hire car

What happens in an assessment?

After your claim is lodged, an assessment will be carried out to understand the extent of the damage to the car and to determine if it’s repairable. We might ask you to take photos to help with our assessment.

Assessments can take place at either:

• one of our network repairers; or

• an assessment centre.

If there isn’t a network repairer or assessment centre near you, we’ll ask you to take your car to one of our partner repairers.

What happens if we need to repair your car?

If your car is repairable, we'll book an appointment with one of our nationwide network of trusted motor repairers.

The repairer will give you an estimate of how long the job is likely to take, and keep you up to date as it progresses.

We guarantee all repairs we have authorised for as long as you own the car.

Each repair job is different, so it’s difficult to say for certain how long each job will take. Some can take a few days, others up to two weeks or more, depending on the severity of the damage.

You may choose to nominate your preferred repairer as long as your policy includes the Choice of Repairer optional cover.

Am I covered for the damage my car causes to other people's vehicles?

If you’re a Comprehensive Car Insurance or Third Party Property Only Car Insurance policyholder, we’ll cover your liability for the damage your car causes to other people’s property, including their cars and homes for up to $20 million.

What is a Total Loss?

Sometimes it's not safe or economical to repair a car. If a car is considered a total loss, we'll usually settle your claim by paying out the amount your car's insured for, whether that’s market value or agreed value. If you purchase a new car or a demo model and it becomes a total loss (within a certain timeframe), you may be eligible for a new car replacement, as long as you have Comprehensive Car insurance.