Not-at-fault accident assistance
If another driver caused the accident, their insurer may be responsible for your repair costs. We help you through the practical side — getting the damage assessed, the car repaired at our workshop, and towing or a replacement vehicle arranged where that's available.
How a not-at-fault enquiry usually progresses
Step 1: Start an enquiry
Tell us who you are, what you drive, what happened and whether the car can be driven.
Step 2: We check the details
We call you, go through what you know, and explain which details matter for the other driver's insurer.
Step 3: Claim and assessment
The claim is made with the relevant insurer. The damage is assessed and a repair quote prepared.
Step 4: Repair with your approval
Once you've approved the repair in writing, the work is done at our workshop and the car returned to you.
What does “not at fault” mean in practice?
When another driver is responsible for a collision, a claim can be made against that driver — usually through their insurer — for the cost of repairing your car and some related losses. Whether that claim succeeds depends on the evidence and on the insurer accepting liability. Fault isn't decided by you or by us.
You may also be able to claim through your own insurer, depending on your policy. That route can involve an excess, which may or may not be recovered later. Your policy wording and your insurer are the best sources for how your cover works.
Details that make the biggest difference
- The other driver's name, phone number and address.
- The other vehicle's registration number, and its insurer if known.
- Photos of both vehicles, their positions and the surrounding scene, if it was safe to take them.
- Names and numbers of any independent witnesses.
- A police event number, if the collision was reported to police.
Having these details helps, but it doesn't guarantee the other insurer will accept the claim. If you don't have some of them, still get in touch — we'll explain what can be done.
What we help with
- Explaining the steps of the repair process for your situation.
- Assessing the damage and preparing a repair quote for the insurer handling the repair.
- Repairing the vehicle at our Dandenong South workshop once you've approved the work in writing.
- Helping arrange towing if the car can't be driven, and a replacement vehicle where one is available.
- Keeping you updated on the repair's progress.
Accident management company or repair workshop?
Some businesses arrange claims and hire cars, then send the repair to another workshop. We're the workshop: your car is assessed and repaired at our Dandenong South premises on Abbotts Road. Whoever you deal with, before you sign a hire agreement ask who pays if the other driver's insurer disputes liability.
What we can't do
We're a repair workshop. We can't decide who was at fault, approve or guarantee a claim, or give legal or financial advice. If an insurer disputes liability, or you're unsure about your rights, consider speaking with a lawyer. Complaints about an insurer can be taken to the Australian Financial Complaints Authority, an independent external dispute resolution scheme.
If someone was injured
Call 000 if anyone needs urgent help. Injury claims in Victoria are handled separately through the Transport Accident Commission (TAC). Please don't send injury or medical details through our website.
Common questions
What does “not at fault” mean, and who decides it?
It describes an accident where another driver is considered responsible. Neither you nor we decide fault: it's worked out by the insurers involved (and, if there's a dispute, potentially a court) based on the evidence. You're welcome to tell us what you believe happened — choose “I'm not sure” if you don't know. We'll use what you tell us to explain your options, not to make a ruling.
Does having the other driver's details mean the repair will be paid for?
No. The other driver's name, registration and insurer are important for any claim against them, but they don't guarantee that liability will be accepted or that costs will be paid. That depends on the circumstances and the insurers' assessment. We'll be clear about what we know and what is still uncertain before any work goes ahead.
Can I choose which workshop repairs my car?
It depends on your insurance policy and on whether you're claiming through your own insurer or the other driver's. Some policies let you choose a repairer; others require you to use one from the insurer's network or offer different terms if you don't. Check your policy wording or ask your insurer. We can explain how the repair process works either way.
Can I get a replacement car while mine is repaired?
Sometimes. Whether a replacement vehicle is available — and who pays for it — depends on your policy, whether the other driver's insurer accepts liability, and your circumstances. Any hire agreement is a separate contract with its own terms. Read it carefully, and ask questions before you sign.
Can you give me legal advice about my claim?
No. We're a repair workshop, not a law firm or financial adviser. If you need advice about your rights or a disputed claim, speak to a lawyer, your insurer, or services such as the Australian Financial Complaints Authority (for complaints about insurers) or Victoria Legal Aid.
Tell us what happened
A short enquiry gets the ball rolling. It isn't a claim and doesn't commit you to anything.