Car Insurance Claims


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How to make a claim

1. Have as much detail as possible, including the date, where the damage occurred, and the people, vehicles and property involved 2. Fill out our [online motor claim] form or call 131 846 Quick processing of claims will get you back on the road call 131 846 or

Make a Car claim

What should you do if you have an accident?

  • Take precautions to prevent further loss, damage or liability.
  • Notify the police and have the police report number recorded.
  • Get as much information as you can - the more detail the better. Record the name, address, phone number, email address, licence number and insurer of other drivers involved, and the registration numbers of their vehicles.
  • Also make note of whether the car is owned by someone else other than the driver and take down their details.
  • 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.
  • Try to get 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 or Third Party Property Damage, Fire and Theft cover, arrange for it to be towed somewhere safe or call us on 131 846and 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

Phone

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

Online Lodgement Service

We offer a 24hour online claim lodgement service.
Once you have lodged your claim, one of our friendly consultants will contact you within 1 business day.

If you're a TIO customer and you've been affected by a disaster we’re available to help you, 24 hours a day.

Whether you need assistance or to notify us of a claim, our experienced staff are ready to help. We have extra staff on our 24-hour hotline on 131 846 following events which have caused severe loss or damage.

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

You’ll still receive TIO's great customer service, but you'll avoid phone queues, and allow those who've been hardest hit to receive urgent assistance.

So call 131 846 or use our online motor claims form or property claims form, anytime, day or night.

Dispute resolution process

TIO strives to resolve disputes as amicably and as quickly as possible.

As a signatory to the General Insurance Code of Practice we offer an Internal Dispute Resolution Process (IDR) in the event a customer is not satisfied with either the outcome of a General Insurance claim, or any aspect of its handling.

To start the IDR process, call us and a TIO staff member may be able to resolve your concern. If not, they can refer it to a manager who will try and resolve it straight away.
We will do everything to reach a resolution within the terms of the policy. If, however, you are still dissatisfied with our decision, you may choose to refer the matter to an independent external dispute resolution body, the Financial Ombudsman Service (FOS), subject to its terms of reference

The FOS Scheme offers claimants an impartial alternative to litigation. Like our IDR process, the FOS Scheme is free to claimants.

To find out more about the role of the FOS visit the FOS website at www.fos.org.au

TIO Repairers

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

Some repairers are also Pre-Authorised Repairers, so repairs can start immediately. 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.

If you are making a claim online, you can choose the most convenient Repairer for you. If you are making a claim by phone, we can help you choose a repairer 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.

Repairs can start immediately

Some Selected Repairers are also Pre-Authorisation Repairers, so repairs can start immediately. Alternatively, some 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.

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.
We organise the quotes and replacement possessions and do most of the leg work for you.
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.
TIO offers an Internal Dispute Resolution Process (IDR) if you aren't satisfied with the outcome or any aspect of a General Insurance claim. To start the process just call us and a TIO staff member may be able to resolve your concern. If not, they can refer it to a manager who will try and resolve it straight away. If you are still dissatisfied after the IDR, you may choose to refer the matter to an independent external dispute resolution body, the Financial Ombudsman Service (FOS), subject to its terms of reference. Find out more at the FOS Website.

Next Steps

Policy documents

We do not provide advice based on any consideration of your objectives, financial situation or needs. Terms, conditions, limits and exclusions apply. Before making a decision please refer to the Product Disclosure Statement (PDS). A Premium, Excess, Discount and Options Guide (PED) is also available for reference.