Tips and handling a motor accident claim
So you had an accident or are just wondering how to handle your accident claim to ensure it is paid out by your insurer. Below are some tips and the process that should be followed to ensure you are not caught by surprise.
Having an accident can be scary and with the Adrenalin coursing you may forget your head and what exactly you should be doing. Having had a few accidents both in car and on bike and handling claims daily, we will steer you on the right course to make sure you get the claim sorted quickly and paid out.
At The Scene
I know it may be difficult to just say "Be Calm" especially when you have just had one of life's terrible incidents but it is worth while not rushing or panicking as it will make the situation worse. Try remember that these things happen and keeping a cool head will diffuse any tense situation as well as save lives. We do suggest calling your broker or even us to assist you if you cannot remember any of this to help you through the situation.
Before moving, check to see if there are any injuries on yourself or passengers. Wiggle your toes and fingers. Do not move your neck quickly as you may have whip lash or damage to yourself. The same goes for occupants to the other vehicle. It may be nice to be a hero but pulling someone out a vehicle with spinal damage can do more damage than good.
Once leaving the vehicle, get out of the road and to a place of safety such as the side walk. If another party is involved, try get them to join you as standing in the middle of the scene is a dangerous place to be.
Do not admit fault or even blame the other party. Keep calm and breathe, this is a ordeal for everyone and panic can cause people to do strange things. If the other party is blaming you or frantic, just say that is for your insurance to decide on.
Take photos of the scene and get any witness details before they can quickly move off. Even if it is the other parties fault, it will help you do a recovery against them later should they start blaming you.
Get the following details from the other party and scene:
Copy of driver's license
Copy of vehicle license disc and reg plates.
Photos of all vehicles and wide views of the entire scene
The third parties insurance details if they have.Remember to provide them with the same and even offer it up front so that they are more willing to provide you with the same.
Call your roadside assistance to remove the vehicle if it cannot drive or even if you are unsure. Having any tow operator take your vehicle can be very expensive if they are not approved by the insurers and can take it to a yard or panel beater that does not charge insurers rates. You may be in for the costs if it is above what the insurers would normally pay.
Once the scene is clear, go straight to the nearest police station to report the accident. Some insurers policy wordings stipulate that this must be done with in 24 hours and we recommend this as well. TAKE PHOTOS OF THE ACCIDENT REPORT. Insurers may ask for a copy and getting a copy afterwards is a headache and costs money.
Claiming From Your Insurance
An insurance claim takes between 1 & 2 weeks to finalise for accidents and more if it is a total loss depending on how busy the insurers are, weather (yes more accidents) and the banks getting you original documents.
Complete the claim form fully and ask your broker for assistance if need be. You do not want to have to go back and complete extra info later as this slows down the process.
Insurers will ask for:
Claim form (some will do it over the phone)
Copy of your driver's license and ID
Photos of the vehicle damage
Photo of the license disk
Quotation for repair (we only ask for 1 these day however all insurers differ)
Accident report and Police accident details
An assessor will then be appointed to go view the vehicle or these days will just do a desktop assessment.
The assessors will go out between 1 & 2 days later and it takes another 2 days for them to finish their report.
If all is in order then the insurers should authorise the repairs.
If it is a total loss then the below will be needed:
Original registration documents (copy can be obtained from the bank if financed)
Settlement letter from the bank if financed or affidavit stating it is paid off if not financed
2x signed change of ownership forms
Spare keys if available, if not send a letter stating you do not have them.
Invoice for extras fitted to the vehicle
Tips For Insurance Claims and Your Policy
Below are some tips for handling insurance claims and making sure you are covered correctly:
Keep the list of what to do at the scene in your vehicle as well as a paper and pen. Write on top "breather and be calm"
Make sure your vehicle is roadworthy.
If you do not have an extra car, it is worth taking car hire on your policy as you never know when an accident will happen
If you cannot afford an excess at the time of an accident, take out excess waiver. Yes it may cost you every month but can save you in tight months when you do not have cash flow.
keep the roadside assistance number saved in your phone and on the piece of paper for the accident scene.
Make sure any extras fitted to your vehicle are noted on your schedule such as , smash and grab, tow bars and keep invoices of these if possible.
If your vehicle is financed and you owe more than the sum insured, then ask your broker for Credit shortfall cover which assists with the shortfall owed to the bank.
Ask your broker for help, remember your broker must follow up for you constantly and you are welcome to keep on the pressure.
If you have any issue with a claim and believe the insurer or your broker are being unfair, they must abide by the law of treating a customer fairly. They must also keep a log of complaints and sort these out with in a certain period of time. If you are still not happy, you can approach the Short term ombudsman and your broker / insurer must by law provide you with these details. You can also find them on the Contact us page of our website.
And finally remember to be calm, relax and breathe.