Short answer:

If anyone is injured, call 000 immediately.

If you cause any damage to a car while you're borrowing it, report it through the help centre as soon as possible.

If you're involved in an accident with a third party, follow the steps below to make sure you collect all the information needed to process the claim.

Minor damage

Report any damage that occurs to the car during your trip through the help centre as soon as possible. We'll ask you to provide information about the damage, including some photos. You may also like to let the owner know what's happened, and that you've already reported it to us.

Accidents involving third parties

If you're involved in an accident with a third party, follow the steps below to collect all the information we need to process the claim.

1. Determine the extent of damage and/or personal injury

If it's a minor incident and there are no injuries, move the car off to the side of the road. DO NOT admit blame or offer to make any repairs yourself.

If it's a severe accident and there are injuries, leave the car where it is. Switch off the ignition, and activate the emergency hazard lights.

2. Notify police and emergency services

If anyone has been injured, call 000 and ask for the police or ambulance, in order of urgency. Be prepared to tell them:

  • The location of the incident (note any cross-streets nearby)
  • How many people are injured

Police should be notified if a person has been injured, is under the influence of drugs or alcohol, or refuses to exchange details, if there is damage to property and the owner isn’t at the scene, or if there are any hazards present.

3. Record the relevant details

If there are any other cars involved, exchange as many of the following details as possible:

  • Full name, phone number and current address of the other driver(s)
  • Registration number of the other car(s)
  • Licence number of the other driver(s) (or other valid ID they dont have an Australian driver's licence)
  • Make, model and colour of the cars involved
  • Insurance company details

If there were any independent witnesses, ask to get their contact details in case their version of events is required.

If you can, take photos of:

  • the location and damage to the car and any other cars
  • the odometer reading of the car you're driving

If the other driver doesnt stop, or refuses to give their details, record their licence plate details and contact the police.

4. What then?

If you haven’t already, call us so we can let you know what to do next. We’ll ask you to report the incident (along with the other party's details you've collected, if relevant) through the help centre, as soon as possible. 

If the accident was minor and the car is safe to drive, you can continue your journey. 

Otherwise, call us right away so that we can arrange to have the car towed.


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