Before you start your claim, it can help to gather the information you'll need. You can still start your claim even if you don't have everything.
You'll need to collect some information related to the incident and have it on hand when you lodge a claim on your car insurance policy.
Here’s what we need to know:
- Where, when and how the incident happened
- If there’s any damage to your vehicle
- Information about any other driver or drivers that are involved, including their full name, address and registration number
We might also ask for:
- Photos of the damage or loss
- A police report number (if your claim is for theft or malicious damage)
- Any names and contact details of witnesses
- Details of any tow truck companies you’ve already used
Starting Your Claim
No matter whether it's online or over the phone, you can start your claim 24/7.
You can notify us of your claim online and we'll call you if we need further information.
Chat with a member from our claims team on Monday-Friday from 7am - 8pm AEST and on weekends from 7am - 4pm AEST.
A friendly member of our claims team will assist you over the phone.
Your excess is the amount you must pay when you make a claim.
You may have to pay more than one excess depending on the circumstances of the claim. It includes your Basic Excess plus any additional excesses that apply.
When you make a claim, we'll let you know:
- Whether an excess is applicable
- The total excess amount
- How you can pay the excess
You don't have to pay an excess if the car is involved in a no-fault accident. A no-fault accident must meet the following criteria:
- Given all available evidence, it is reasonable for us to decide the driver of another vehicle, or another person, was entirely at fault.
- You tell us, or we obtain the at-fault driver's full name, address and vehicle registration number.
To find out what your excess is you’ll need to check your Insurance Certificate, which can also be viewed in your online Policy Manager.
Frequently Asked Questions
You must notify us immediately of any incident involving your car that may lead to a claim.
It’s also advisable to formally lodge your claim as soon as possible, to avoid any complications a delay might cause.
Any theft or malicious damage to your car must be reported to the police as soon as possible. They’ll give you a reference number, which you’ll need to give us when you claim.
You must give Budget Direct a copy of a police report (or report reference number) when you make a car insurance claim for:
- theft
- malicious damage
- an accident in which another driver failed to exchange details
For all other claims, a police report is not required.
If you make a claim, it’s effect on your no-discount discount (NCD) will depend on whether it’s an at-fault claim or a no-fault one.
If it’s an at-fault claim, your discount will be reduced by two years on renewal of your policy (unless you have NCD Protection).
For example, if you had a Rating 1 (maximum no-claim discount) and you made one at-fault claim in a given year, your rating would drop to 3.
This means the discount on your Budget Direct Comprehensive Car Insurance premium would fall from 15% (Rating 1) to 9% (Rating 3).
If it’s a no-fault claim, your discount will not be affected.
If you make a claim, your car insurance premium may increase, depending on the circumstances.
For example, if you cause an accident it’s likely your Budget Direct insurance premium will increase to reflect your higher risk rating.
On the other hand, if your car is damaged by a storm and you make a claim, your premium will not be affected by the claim.
Find out more about how the cost of car insurance is calculated.
Unless you or another driver of your car have a no-fault accident, you’ll be required to pay:
- your Basic Excess: the amount depends on the state/territory in which your car is kept; you may be able to increase it to lower your comprehensive insurance premium (and vice-versa).
….as well as any additional excesses that apply, namely:
- driver is under 21 years of age
- driver is 21 to 24 years of age inclusive
- driver has not held a full Australian or open licence for 2 or more years
- driver is not listed on your Insurance Certificate
- car has exceeded the kilometres per year selected, no odometer reading was provided or an invalid odometer reading was provided (applies only to Gold Low Kilometres Comprehensive policies).
The dollar amounts of your Basic Excess and the additional excesses are shown on your Insurance Certificate and can also be viewed in your online account.
You do not have to pay an excess if you have a no fault accident.
A no fault accident is one that meets the following criteria:
- we decide the driver of another vehicle (or another person) was entirely at fault, and
- you tell us, or we obtain, the at fault driver's full name, address, and vehicle registration number.
When you report the incident to us, we’ll arrange for your car’s damage to be assessed.
On acceptance of your claim, we’ll authorise the repairs or pay you a cash settlement.
Throughout the claims process, you can expect to receive the same level of service we give our own customers.
Contact Us
No matter whether it’s online or over the phone, you can contact us 24/7.
You can notify us of your claim online and we'll call you if we need further information.
Chat with a member from our claims team on Monday-Friday from 7am-8pm AEST and on weekends from 7am-4pm AEST.
A friendly member of our claims team will assist you over the phone.
