The short answer
After a not-at-fault crash, make everyone safe, swap details with the other driver, take photos and get witness details. Report to police in person if someone is hurt and police didn’t come. Then claim from the at-fault driver’s insurer, or from your own insurer if you prefer. Check your policy before you choose a repairer. You choose where your car is towed.
Being hit by another driver is stressful. These are the steps that make the claim easier. This guide gives general information, not legal advice.
At the scene: what to collect
Short answer: make everyone safe first. Then collect the other driver’s name, address, phone, registration, the vehicle owner’s details and their insurer. Take photos of both cars, the number plates and the scene, and get witness names and phone numbers. Don’t admit or argue about fault.
1. Safety first
- Turn on your hazard lights. If it’s safe, move off the road.
- If anyone is hurt, or there’s a fire or fuel leak, call 000.
2. The other driver’s details
Victorian law says drivers involved in a crash must stop and swap their name and address, the vehicle owner’s name and address, and the registration number. Also ask for:
- full name and address
- phone number
- driver’s licence number (a photo of the licence, if they agree)
- registration number, plus make, model and colour of the car
- the vehicle owner’s name and address, if it isn’t the driver’s car
- the name of their insurer, and a claim number if they have one
3. Photos and video
- both cars from all four corners, close up and from a distance
- number plates
- the damage on both cars, including scrapes and broken lights
- where the cars ended up, before they’re moved if it’s safe
- the road: lane markings, signs, traffic lights, skid marks and debris
- weather, lighting and anything blocking the view
- dashcam footage. Save it straight away, before it’s recorded over.
4. Witnesses
- names and phone numbers of anyone who saw the crash
- whether anyone nearby has a dashcam or security camera
5. Notes while it’s fresh
- date, time and exact location (street, nearest cross street)
- which way each car was going, and the speed limit
- what was said, written down soon after
- police officer’s name, station and event number, if police attended
6. Before your car is moved
- You choose where your car is towed. Read the Authority to Tow before you sign it. See Towing after a car accident in Victoria.
- Don’t sign anything that authorises repairs you haven’t agreed to.
- Take your valuables, documents and toll tag out of the car.
Send us your photos: if you weren’t at fault, upload your accident photos or WhatsApp them to +61 484 233 535, and we’ll tell you the next steps. We repair all makes and models at Moorabbin and Carnegie.
When to tell the police
In Victoria, you must report a crash in person at the nearest police station, as soon as you can, if:
- someone is injured and police didn’t come to the scene, or
- property (for example, a parked car or a fence) is damaged and the owner, or someone for them, and police aren’t there.
If the other driver won’t give you their details, write down their registration number and report it to police straight away. For non-urgent help, call the Police Assistance Line on 131 444. In an emergency, call 000.
If no-one is hurt and you’ve swapped details, police don’t normally make a formal report.
Getting your car moved
You choose where your car is towed, including your home or the repairer you choose, anywhere within 125 km. Before towing, the tow driver must explain this, give you a fact sheet about your rights and get you to sign an Authority to Tow. Read it first, and don’t sign anything that authorises repairs you haven’t agreed to. Read more: Towing after a car accident in Victoria.
If you or anyone else was injured
Injuries from a transport accident in Victoria are covered by the TAC (Transport Accident Commission). This is separate from your car repair claim. The TAC needs a police report number, or the officer’s details, and you generally have 12 months to lodge a claim. The TAC doesn’t cover damage to your car.
Making the claim
You usually have two options. You can claim from the at-fault driver’s insurer directly, or claim on your own policy and let your insurer recover the cost. Claiming on your own policy may mean paying an excess up front, which you may be able to get back if the other driver is found at fault. Check your PDS.
If you claim from the at-fault driver’s insurer, you can usually choose your repairer and claim the reasonable cost of the repair. If you’re claiming on your own policy, check your policy, or ask us about your options. Read more: Can I choose my own smash repairer in Victoria? You may also be able to claim the reasonable cost of a comparable hire car while yours is off the road. See Can I get a hire car after a not-at-fault accident?
Read before you sign
Some accident management and hire companies ask you to sign forms that let them run the claim, and sometimes start court action, in your name. Read everything first. Ask what happens if the claim fails, what you’ll have to do, and whether you could be asked to pay.
Keep records
- Claim numbers and the names of people you speak to
- Photos, quotes and invoices
- Receipts for towing, transport or any other costs
How we can help
If you weren’t at fault, we can repair your car, whatever the make or model, at our Moorabbin or Carnegie shop, and deal with the insurer for you. A hire car and third-party recovery are arranged through our third-party partner, subject to their eligibility and terms. Every repair comes with our Lifetime Guarantee on paint and workmanship for as long as you own your car. Start at our not-at-fault page, upload your accident photos or call 1300 145 677.
Frequently asked questions
Do I have to call the police after a car accident in Victoria?
You must report it in person at the nearest police station if someone is injured and police didn’t come, or if property is damaged and the owner and police aren’t there. If the other driver won’t give their details, report it to police straight away. For non-urgent help, call 131 444.
What details should I get from the other driver?
Their name, address, phone number, registration number, the vehicle owner’s name and address, and their insurer.
What photos should I take after a car accident?
Both cars from all four corners, the number plates, the damage close up, where the cars ended up, and the road around you, including signs, lights and skid marks. Save any dashcam footage straight away.
What if the other driver won’t give me their details?
Write down their registration number, take a photo of their car, and report it to police straight away.
Should I claim on my own insurance or the other driver’s?
Either can work. Claiming from the at-fault driver’s insurer usually means no excess. Claiming on your own policy may mean paying an excess first. Check your policy, or ask us about your options.
Can I choose where my car is towed?
Yes. You can choose any destination within 125 km, such as your home or the repairer you choose. The tow driver must explain this before towing.
Do I need a police report to claim from the TAC?
Yes. For a TAC injury claim you need a police report number, or the officer’s name, badge number and station.