Car Insurance Claims
Existing customers:

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
  • And 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



Make a Comprehensive Domestic Car claim

Make any other Car claim

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

Phone

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

Call 131 846
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.

Lodge your motor claim online

Making a claim after a disaster event

Whether you need assistance or 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.

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

Make a claim online

TIO Repairer

TIO works with repairers that provide fast and quality service. Repairs 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 https://www.abrcode.com.au/ The Code is a voluntary industry code of conduct which establishes standards of fair-trading between car insurers and smash repairers.

Dispute resolution process

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

TIO has adopted the General Insurance Code of Practice which was developed by the Insurance Council of Australia to raise standards of practice and service across the general insurance industry.

If you are dissatisfied with our service in any way, please contact us on 131 846 or use our online feedback form. We will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedures that complies with the Code.

If you are not satisfied with our decision or a decision is not reached within 45 days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA), which is an independent external dispute resolution scheme and free to you (subject to its relevant terms and rules).

Find out more about our complaints process

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.

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 this and keep the damaged articles available for inspection.
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.

Dispute Resolution Process

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

TIO has adopted the General Insurance Code of Practice which was developed by the Insurance Council of Australia to raise standards of practice and service across the general insurance industry.

If you are dissatisfied with our service in any way, please contact us on 131 846 or use our online feedback form. We will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedures that complies with the Code.

If you are not satisfied with our decision or a decision is not reached within 45 days, you may lodge a complaint with the Australian Financial Compliant Authority (AFCA), which is an independent external dispute resolution scheme and free to you (subject to its relevant terms and rules).

Find out more about our complaints process

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 was established in 1979 to provide Territorians with insurance options that are right for them. We are as committed and passionate about the Northern Territory as you are.

*Conditions apply

1. Choose your repairer

Choice of repairer must be approved by TIO. We may authorise repairs by your chosen repairer, or pay you reasonable repair cost or the car’s agreed or market value.

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