We are not ING
This is an independent guide written by Crash Repairs Melbourne Co, a repair and accident management business. We are not an insurer and are not affiliated with, endorsed by or acting for any insurer named on this page. To make a claim on your ING policy, contact ING directly:
ING contact details checked on 18 October 2026. Always confirm on your policy documents.
ING car insurance is issued by an underwriting insurer rather than the bank, so the claims process and contact are on your policy documents.
First: was the other driver at fault?
If another driver caused the accident and they’re insured, you can usually claim your repairs and a replacement car directly from their insurer — without making a claim on your ING policy. That typically means no excess to pay and nothing added to your claims history with ING.
Many policies still require you to tell your insurer about an accident even when you don’t claim. Telling ING isn’t the same as claiming — check your policy wording.
This is what we do: collect your car, arrange a comparable replacement car, manage the repair and recover the costs from the at-fault driver’s insurer. How not-at-fault claims work.
If you need to claim with ING
If you were at fault, it was a single-vehicle accident, or the other driver is unknown or uninsured, you’ll usually claim on your own policy. Contact ING directly using the official details on this page.
Many comprehensive policies let you choose your own repairer. Check your ING Product Disclosure Statement (PDS) for the conditions that apply to your policy. If your policy allows it, you can ask for your repair to be done through us — we’ll collect the car and work with ING’s assessment process. Insurance repairs.
Does ING let you choose your own repairer?
Many comprehensive car policies include “choice of repairer”, meaning you can pick who fixes your car instead of being sent to the insurer’s preferred shop. Some policies only offer it as an optional extra, and some basic or budget policies don’t include it at all. Your ING Product Disclosure Statement (PDS) or policy schedule will say which applies to you.
If your policy does include it, tell ING the repairer you want when you lodge the claim. The insurer will usually still assess the damage and approve the quote before work starts.
If it doesn’t, you may still be able to ask. And if another driver caused the accident, you don’t need ING’s approval at all: you can claim from the at-fault driver’s insurer and choose your own repairer. More on choosing your own repairer.
Claiming on your ING policy?
Ask ING: “Can I nominate Crash Repairs Melbourne Co as my repairer?”
Many comprehensive policies let you choose who repairs your car — it’s often called “choice of repairer”. If yours does, you can name us when you lodge your claim (or afterwards). ING still assesses and approves the repair as part of your claim; we look after everything else.
What to say when you call or lodge online
“I’d like to nominate Crash Repairs Melbourne Co as my repairer. Their number is 0470 530 742.”
- We collect your car — or you drop it off
- We work with the assessor and handle the paperwork
- Courtesy car to keep you on the road
- Text updates until your car is back
Not every policy includes choice of repairer, and conditions vary — check your ING Product Disclosure Statement (PDS) or ask ING when you call. Then send us your claim number and we’ll take it from there.
Before you call anyone
- Get the other driver’s name, address, phone and registration
- Take photos of both cars, the number plates and the scene
- Save dashcam footage and note any witnesses
- If anyone is hurt or details weren’t exchanged, contact police
Full checklist: what to do after a car accident.