​ሕግንና ደንብን በተመለከተ እርዳታ ማግኘት ይፈልጋሉን? - Amharic | هل تحتاج لمساعدة قانونية؟ - Arabic | ܤܢܝܼܩܵܐ ܝ݇ܘ̤ܬ ܠܗܲܝܵܪܬܵܐ ܩܵܢܘܿܢܵܝܬܵܐ؟ - Assyrian | Need Legal Help? - Auslan | Treba li vam pravna pomoc? - Bosnian | Burmese â Need Legal Help? | 需要法律帮助吗? - Chinese Simplified | 需要法律幫助嗎? - Chinese Traditional | Trebate li pravnu pomoć? - Croatian | ضرورت به کمک قانونی دارید؟ - Dari | Wïc Kuɔɔny në Wɛ̈t Löŋ? - Dinka | آیا به کمک حقوقی نیاز دارید؟ - Farsi | Gadreva na Veivuke Vakalawa? - Fijian | Kailangan ninyo ba ng tulong na panglegal? - Filipino | Besoin d’aide juridique ? - French | Χρειάζεστε βοήθεια σε νομικά ζητήματα - Greek | क्या आपको कानूनी सलाह चाहिए? - Hindi | Butuhkan Bantuan dalam Masalah Hukum? - Indonesian | Hai bisogno di assistenza legale? - Italian | ត្រូវការជំនួយលើបញ្ហាផ្លូវច្បាប់ឬទេ? - Khmer | 법적인 도움이 필요하십니까? - Korean | Ви треба ли помош со правни работи? - Macedonian | कानूनी सहयोग चाहिएको छ? - Nepalese | Necessita de ajuda com questões jurídicas? - Portuguese | Вам нужна юридическая помощь? - Russian | E Manaomia Fesoasoani i Mea Tau Tulafono? - Samoan | а ли вам треба помоћ у правним питањима? - Serbian | Ma u baahan tahay Caawimmad xagga sharciga ah?- Somali | ¿Necesita ayuda con cuestiones jurídicas? - Spanish | சட்ட உதவி தேவையா? - Tamil | ท่านต้องการความช่วยเหลือทางด้านกฎหมายไหม? - Thai | Fiema’u ha tokoni Fakalao? - Tongan | Yasal Danışmaya İhtiyacınız mı var? - Turkish | Cần Được Giúp Đỡ Về Luật Pháp? - Vietnamese |

Insurance - Frequently Asked Questions​


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1. I had to pay $1,000.00 ​​​excess to my insurer for my car to be repaired. Can I take the 'at fault' driver to court to get the excess back from them?

Yes, you may be able to claim your excess back from the 'at fault' driver in court.

It's worth trying to get the excess paid back without the trouble and expense of a court case. You should consider sending a letter of demand for the excess before starting a claim in court.

For more information, see Do I have to go to court?       

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2. Do I have to tell my insurer​​​ about an accident if I don't want to claim for it?

You should tell your insurer about an accident, even if you don't want to claim for it. You have a responsibility to tell the insurance company if something happens that may change the insurer's mind about insuring you. If you call your insurer to tell them about the accident, you should make it clear that you are not making a claim.

Hint icon​You should check your insurance policy before you decide whether you will make a claim. Repairs can sometimes cost more than expected to fix.


3. I caused an accident and ​​I have admitted that I'm at fault. I don't want to lose my no-claim bonus. Do I have to get the insurance company involved in the court case?

No, you don't have to get your insurance company involved in the court case. If you are 'at fault', asking an insurer to get involved in your court case could affect your ability to get insurance in the future, increase the cost of your premiums and reduce your no claim bonus.

You should still contact your insurance company and let them know you had an accident. You should make it clear that you don't want to make a claim. For more information, see Making a claim.

If you admit that you are at fault, you should consider trying to settle the case. For more information, see Negotiation. It can be difficult to decide who is 'at fault' so you should first get legal advice.

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4. What can I claim from the​​ 'at fault' driver if both of us only have CTP insurance?

You can claim any personal injury costs from the 'at fault' driver's insurance company.

You can only claim directly from the 'at fault' driver the reasonable costs for the repair to your car, or for the value if it is written-off. Some of the other costs you could claim include:

  • the costs of a hire car
  • damage to property in the car

For more information, see Insurance.


5. I have received a letter of demand​​​ from an insurance company for an accident where I was at fault. I think the amount they are asking me to pay is too much. What can I do?

You can write to the insurance company:

  • explaining that you want to dispute the amount they are asking for because it is excessive
  • asking the insurance company to provide an invoice or other evidence of the cost of the repairs
  • asking the insurance company to hold off starting any legal proceedings until you have looked through any additional information they provided
  • asking for time to get legal advice

Sometimes the insurance company will agree to give you more time but they don't have to. In some cases they will start legal action, even if you have written to them. It can be difficult to decide who is 'at fault' so you should get legal advice.

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6. My insurance company has refused​ to pay my claim. What can I do?

All insurance companies should provide their customers with an Internal Dispute Resolution (IDR) service. If you are not happy with your insurance company's decision you could use their IDR service. You can also ask the Financial Ombudsman Service (FOS) to investigate the matter for you.

For more information, see Complaints about insurance company decisions.


7. I was in an accident and I don't​​ think I was at fault. The other driver's insurance company has sent me a letter asking for a statement and information about the accident. Do I need to give them this information?

No, you don't have to give the insurance company any information. You should be careful about what information you provide because they may use this in a claim against you. Before you give a statement or provide any information, it is a good idea to get legal advice.