How to Make a Car Insurance Claim

In the fourth and final video in NRMA Insurance series, Insurance Explained we look at the steps of how to make a car insurance claim.

Today I’m going to talk you through making a car insurance ( claim. And here to help is one of my colleagues.

2nd PRESENTER (Colin): Hello.

PRESENTER: Hello. Now I’m going to pretend to be the insurer and talk Colin here through making a claim, because he’s just had an accident.

COLIN: What!

PRESENTER: Don’t worry, Colin, it’s imaginary. We’re going to pretend you’ve just pranged your car, so I can explain the claims process and make sure everyone knows what to do.

COLIN: But my car’s fine?

PRESENTER: Yes, Colin, like I say, it’s all pretend. Now, after an accident it’s important to call your insurer as soon as you can, so off you go, give ’em a call, Colin.

COLIN: Hello, I’ve just had a car accident.

PRESENTER: That’s terrible, is everyone OK?

COLIN: Yep we’re all fine… Plus it’s imaginary.

PRESENTER: That’s the most important thing. Now, you don’t have to worry as we will do everything we can for you. How did it happen?

COLIN: I was driving along and an echidna jumped out so I swerved and bumped into another car.

PRESENTER: OK. The first thing to do is assess the situation. Make sure no one involved requires an ambulance.

COLIN: We’re all OK.

PRESENTER: Good. Now, as no one was injured, you don’t need a police report to lodge a claim, so the next thing, Colin, is make the road safe for other drivers.

COLIN: How do I do that?

PRESENTER: Well first things first. If your car is stuck in the middle of the road then you’ll need help directing traffic, so you do need to call the police for this. Once that’s sorted you need to get your car off the road, so you might have to call a towtruck. If you’re with NRMA Insurance they can organise this for you, plus a taxi or hire car to get you home.

PRESENTER: They will also help you find a repairer in your area to get you up and running again in no time.

COLIN: Handy…

PRESENTER: With all this going on, don’t forget to get the other driver’s details. You need their name, phone number, address, licence details and the company they’re insured with. Got all that?


PRESENTER: Good. The final thing that could be helpful is to take some photos of the accident for reference – if you have a camera that is.

COLIN: Yep, I have a camera phone.

PRESENTER: Excellent, well, Colin, now you have everything you need to lodge your claim.

COLIN: Any advice on how I calm the echidna down? He’s pretty angry with me.

PRESENTER: I can’t hear you any more, Colin.

PRESENTER: Hopefully that made making a claim clear and simple. If you have any other questions just call or visit your insurer.

Disclaimer: To see if our insurance is right for you, always read the Product Disclosure Statement from NRMA Insurance.

Other videos in the NRMA Insurance Explained Concept Series:
How to Understand Insurance Pricing:
How to Understand Insurance Terminology:
How to Choose the Right Level of Insurance:

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