Car Insurance Claims

How to make a claim

To make a claim you need to have as much detail as possible including:

  • the date
  • where the damage occurred
  • the people, vehicles and property involved.

To complete your claim you can either submit via our online motor claim form or call our local claims team on 131 846

Please select the type of motor claim
you would like to submit

What should you do if you have an accident?

  • Take precautions to prevent further loss, damage or liability.
  • Contact police / ambulance if people are injured.
  • Get as much information as you can - the more detail the better. Ask for the name, address, phone number, email address, licence number and insurer of other drivers involved, and note the registration numbers of their vehicles.
  • If the car is owned by someone other than the driver, take down their details as well.
  • Other information that will help in the claims process include:
    • Colour, make, model and year of other cars involved and the extent of damage to them
    • Photos of the scene as well as of the damage to other cars
    • Notes about the condition of the road, weather or other external factors that may have played a part in the accident.
  • Do not admit fault or liability at the scene and don't attempt to settle any insurance claim made against you. You may think you are at fault immediately following an accident, but legally you may have been in the right.
  • Ask for names, addresses, phone numbers and email addresses of any independent third-party witnesses to help in the event of a dispute over who was at fault.
  • If your vehicle is not driveable and you have comprehensive cover, arrange for it to be towed somewhere safe or call us on 131 846 and we will arrange for a tow truck operator to attend the scene. Make sure you obtain the address details of where the vehicle is towed to.

Notifying TIO of a Claim


Call 131 846 and one of our friendly consultants will assist you with the claims process.

For emergency after hours support please call 131 846 and follow the prompts.

Online Lodgement Service

We offer a 24/7 online claim lodgement service.

Once you have lodged your claim, one of our friendly consultants will contact you within 1 business day.

Making a claim after a disaster event

Whether you need assistance or wish to notify us of a claim, our experienced staff are ready to help.

Following events which have caused severe loss or damage we have after-hour staff available 24 hours to assist on 131 846.

Every claim is important to us, and so is your time, so if your claim is for less severe damage, you can use our online claim form to submit your motor claim.

Make a claim online

TIO Repairer

TIO works with repairers that provide fast and quality service. Repairs authorised by us come with a guarantee for as long as you own/lease your car.

Our repairers are subject to ongoing evaluation in a number of areas including:

  • A quality review program
  • Customer Satisfaction feedback
  • Repair cycle times

Some of our repairers are also known as Pre-Authorised Repairers. Pre Authorised repairers are authorised to commence work without the need for an initial assessment, getting you back on the road faster. Alternatively, repairers may be able to use Digital Assessing, which means they can send us their quote and images to receive online approval - another way to save you time.

TIO motor insurance policies allow you to choose your own repairer1. If you are making a claim online, you can choose the most convenient repairer for you. If you are making a claim by phone, you can let us know which repairer you would like to use or we can help you choose one close to your home or work.

TIO is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct. The Code is a voluntary industry code of conduct which establishes standards of fair-trading between car insurers and smash repairers.

Complaints - helping solve any problems

We strive to do things the right way and keep our customers happy. In the event you are dissatisfied with our product or services, we aim to resolve any issues as quickly as possible.

Find out more 

Policy documents

Any advice here is of a general nature only and does not take into account your objectives, financial situation or needs. Terms, conditions, limits and exclusions apply. Before making a decision please consider the relevant Product Disclosure Statement (PDS) /Policy Wording, Supplementary PDS (where applicable) and PDS update (privacy notice). A Premium, Excess, Discount and Options Guide (PED) is also available for reference.

Frequently Asked Questions

Documents such as purchase records, credit card statements and owner's handbooks will help. When you speak to a claims consultant, they'll let you know what you need to provide to help us process your claim.
If your personal items (including personal effects and clothing) have been damaged in a collision involving your vehicle, we may include an amount towards repairing or replacing your personal effects.You need to advise us about any personal items at the time of your claim.
Notify us of your claim either via the online form or by calling 131 846 and one of our claims consultants will walk you through the claims process.

We understand the unique conditions faced in the Territory

TIO is based in Darwin and our strength lies in our solid understanding of the conditions faced within the Territory year after year. Whether that be flood, cyclone or whatever else Mother Nature can throw our way.

Find out more

Talk to a local
Our contact centre and claims teams live and work in the Territory, so we know Territory conditions.
Trusted since 1979
TIO has been delivering a wide range of personal and business insurance products and services to Territorians for over 40 years.

*Conditions apply

1. Choose your repairer

In certain circumstances we may agree with you to use a different repairer than the one that you selected or pay you the reasonable repair costs. We will act reasonably in doing so.