1. Make it safe
- Stop. Turn on your hazard lights.
- Check yourself and your passengers for injuries.
- If anyone is hurt, there’s a fire risk or the road is blocked dangerously, call 000 straight away.
- If it’s safe and the cars can be moved, move them out of traffic.
2. Swap details with the other driver
In Victoria, drivers involved in a crash must give their details. Get:
- Full name, address and phone number
- Registration number of their car
- The owner’s name and address, if the driver isn’t the owner
- Their insurer (they don’t have to tell you, but most will)
- Licence number, if they’ll show you
3. Take photos and notes
- Both cars, including number plates and all the damage
- The scene: road layout, signs, lights, skid marks
- Wider shots showing where the cars ended up
- Names and numbers of any witnesses
- Save any dashcam footage before it records over
Write down the time, place and what happened while it’s fresh. Photos and a clear account are what decide disputed claims.
4. Don’t argue about fault at the scene
Be polite, swap details and stick to facts. Fault is worked out later from the evidence. Don’t sign anything or agree to anything you’re unsure about.
5. Police: when to call or report
Call police (000 in an emergency) if anyone is injured, if a driver won’t give their details, or if you suspect alcohol or drugs are involved. If you couldn’t exchange details, report the accident to police as soon as possible. Ask for an event number — it helps with claims.
6. If your car can’t be driven
Tow trucks may arrive at the scene. You can choose who tows your car and where it goes — make sure you understand what you’re signing before you hand over the keys. If you’d like us to handle it, call us and we’ll organise the next steps.
7. Work out whose insurance pays
Not your fault and the other driver is insured? You can claim your repairs and a replacement car from their insurer, without touching your own policy. How not-at-fault claims work.
Your fault, or no other driver? You’ll usually claim on your own comprehensive policy — and you can normally still choose your repairer. Insurance repairs.
No insurance of your own? You can still claim from an at-fault driver’s insurer. Uninsured and not at fault.
8. Get it repaired without the running around
Send us photos and the details. We’ll tell you your options, collect your car (or you drop it off), organise the repair and get you into a replacement or courtesy car — at fault or not. Start your claim or quote.
General information only, current as at 13 October 2026. It isn’t legal advice — for advice about your situation, speak to a lawyer or your insurer.