How it works
From crash to keys back: here's exactly how it works
Crash Assist is an accident management company: when the accident wasn't your fault, we take over everything that follows it, the claim, the replacement car, the repairs and the cost recovery. This page walks you through the whole journey, step by step.
- One point of contact
- $0 out of pocket, if eligible
- Arranged for eligible drivers
- Our own repair facilities
What an accident management company actually does
After a not-at-fault crash you're suddenly running three projects at once: a claim against an insurer you've never dealt with, a search for transport, and a repair job you're expected to supervise. Each one has paperwork, phone queues and traps.
An accident management company runs all three for you. We coordinate the services: a replacement car, repairs at our own repair facilities, towing, the lot, and then recover those costs from the at-fault driver's insurer on your behalf. That recovery is how eligible customers genuinely pay nothing: the person who caused the accident pays, through their insurer.
We're Sydney-based, and we coordinate the whole process ourselves: the team fixing your car at our own repair facilities is the same team running your claim.
The model in one card
- You: not at fault, need a car and repairs
- Us: provide both now, on credit
- Them: the at-fault insurer pays the costs
- Result: $0 out of pocket for eligible drivers
Provided under a plain-English engagement and hire agreement. Ask us anything before you sign.
Everything we take off your plate
Insurer negotiations
Statements, liability arguments, follow-up calls: we handle every conversation with the at-fault insurer.
Paperwork & evidence
Claim lodgement, quotes, assessments and photo evidence, prepared properly the first time.
Towing & logistics
Accident towing to our own repair facilities, plus delivery and collection of your replacement vehicle.
Replacement vehicle
A car comparable to yours for the reasonable repair period. See what you can drive.
The repair itself
Manufacturer-standard smash repair in-house, finished with QC and a lifetime workmanship guarantee.
Cost recovery
We pursue the at-fault insurer for the hire, repair and related costs. The chasing is our job, not yours.
The journey, step by step
Five stages, and after stage one, your main job is answering the door when the car arrives.
Tell us what happened
Call 1800 840 221, or see what to expect on the call. We listen, ask a few questions and give you an honest read on eligibility, usually on the spot.
We confirm and set up
We verify the at-fault party's details, prepare the paperwork and sign you up under our plain-English agreement. This is where eligibility is locked in.
Your car, sorted
If eligible, a like-for-like replacement vehicle is arranged for you. Undriveable car? We coordinate towing to our own repair facilities.
Repairs & updates
Your car is repaired to manufacturer standard at our own repair facilities with a lifetime workmanship guarantee, and updates that come from the repairers themselves.
Step 5, settlement: we recover the costs from the at-fault insurer, you collect your repaired car and return the hire vehicle. If you were eligible, nothing lands in your mailbox.
Where eligibility fits in
Everything above hinges on one gate: your accident has to qualify. The good news: for most genuinely not-at-fault drivers with the other party's details, it does. As a rule of thumb:
- Someone else caused the accident, fully or mostly
- You have the at-fault driver's details: name, rego and insurer
- You need a car, repairs or both
- The accident happened in NSW
The honest fine print
Our services run on credit and are recovered from the at-fault side, so eligibility isn't a marketing word, it's the mechanism. We confirm it before anything starts, it's documented in our Terms, and if your accident doesn't fit, we'll tell you in that first call.
Take the 60-second checkProcess questions
How long does the whole process take?
The car is arranged once eligibility is confirmed. Repairs run to a quoted timeframe once parts and approvals are in. Recovery from the insurer happens in the background, and it doesn't hold up your car or your keys.
Do I ever deal with the at-fault insurer myself?
Rarely. Occasionally an insurer wants a statement directly from you. We prepare you for it and stay across every exchange. Everything else lands on our desk, not yours.
What do I actually sign?
A plain-English engagement covering our services, plus a hire agreement for the replacement vehicle. Both set out the credit-hire model and the limited circumstances where costs could fall to you. We walk you through them line by line if you like: see our Terms.
What does it cost if I'm NOT eligible?
Nothing, because we don't start. Eligibility is confirmed up front, before any car is delivered or any spanner is lifted. You're never invoiced for a service you didn't agree to.
Can I use my own repairer but still get the hire car through you?
In many cases yes: the replacement vehicle and the repair are separate services. Tell us your preference on the first call; we'll be straight about what works. Most customers use our repair facilities so one team owns the timeline.
Why not just go through my own insurer?
You can, but it usually means paying your excess, claiming on your own policy and taking whatever hire car the policy allows, if any. The comparison on our claims page shows the difference side by side.
Dig deeper
Ready when you are.
One call starts everything: the claim, the car and the repair.
Eligibility confirmed after we review your accident. No obligation, no hard sell.