Not-at-fault claims

Not-at-fault accident claims, handled for you

Someone else caused the accident, so they should carry the cost. We manage your entire claim against the at-fault driver's insurer: the calls, the paperwork, the chasing, while you get a replacement car and your repairs at no cost to you, if you're eligible.

Start My Claim Am I Eligible?

No excess to pay
No claim on your own policy
Sydney-wide
One point of contact

What is a not-at-fault claim?

When an accident wasn't your fault, you generally have the right to recover your losses (repairs, towing and a replacement vehicle) from the at-fault driver and their insurer, rather than claiming on your own policy.

Doing that alone means weeks of phone calls with an insurer whose job is to pay you as little as possible. That's the part we take off your hands. Crash Assist manages the claim from the first call to the final settlement: we gather the evidence, lodge the claim, deal with the insurer and coordinate your replacement car and repairs along the way.

Because we claim against the other side, your own policy usually isn't touched at all: no excess, no claim history entry, and your no-claim bonus stays where it is.

Your claim, at a glance

We deal with the at-fault insurer for you
$0 excess: you're claiming against them, not your policy
Replacement car while yours is off the road, if eligible
Repairs at our own Sydney repair facilities
We recover the costs from the at-fault side

Start My Claim

Eligibility is confirmed after we review your accident, usually in one quick call.

What we handle for you

One call sets everything in motion. From there, we run the claim end to end.

All insurer communication

We liaise with the at-fault driver's insurer from day one: statements, follow-ups and negotiations included. You don't sit on hold.

Paperwork & evidence

Claim forms, quotes, photos, witness details and reports: we prepare and lodge everything correctly the first time.

Replacement vehicle

If you're eligible, we arrange a like-for-like replacement car delivered to you.

Repair management

Your car is repaired to manufacturer standard at our own Sydney repair facilities, with a lifetime guarantee on our workmanship.

Towing coordination

Undriveable car? We coordinate accident towing to our own repair facilities, so your car isn't racking up holding-yard fees.

Cost recovery

We pursue the at-fault party's insurer for the costs (hire, repairs and related expenses) so eligible customers pay nothing out of pocket.

How your claim runs

Four steps, one team: from the first call to your keys back.

Tell us what happened

Call us on 1800 840 221, or see what happens when you call. We review the accident and confirm whether you're eligible, usually on the spot.

We lodge and manage the claim

We collect the details, lodge the claim with the at-fault insurer and take over every conversation from there.

Car sorted, repairs underway

If eligible, your replacement car arrives while we repair your vehicle at our own repair facilities and keep you posted at every stage.

We settle it

We recover the costs from the at-fault side and hand back your repaired car. If you were eligible, there's nothing for you to pay.

Who can claim with us?

Most drivers who weren't at fault (or weren't mostly at fault) can use our service. As a guide, you're likely eligible if:

The accident was someone else's fault (fully or mostly)
You have the at-fault driver's details: name, rego and insurer (a lodged claim number is the gold standard)
The accident happened in NSW, and you need a car, repairs or both
You hold a current Australian or recognised overseas licence

The honest fine print

No web page can guarantee eligibility. It depends on the accident, and our services are provided under a signed engagement and hire agreement (see our Terms). What we can promise: one quick call and you'll know exactly where you stand, with no obligation and no hard sell.

Take the 60-second check

Claiming with us vs claiming on your own policy

You can always claim through your own comprehensive insurer, but when you're not at fault, that route usually costs you more than it should.

Category	With Crash Assist	Through your own insurer
Excess	$0: the claim targets the at-fault insurer, not your policy	Usually payable upfront (often $600 to $1,500), then refunded only if recovery succeeds
Your claim history	No claim recorded on your policy in most cases	A claim is lodged on your policy, even though you weren't at fault
Replacement car	Like-for-like vehicle if eligible, delivered, at no cost to you	Only if your policy includes hire cover, often small cars, capped days
Repairer	Our own Sydney repair facilities, manufacturer-standard, lifetime workmanship guarantee	Insurer's choice of repairer in many policies
Who does the chasing	We do, it's our job	Mostly you

Comparison is general in nature. Policies differ. Check your own PDS, or call us and we'll help you compare your actual options before you decide anything.

Not-at-fault claim questions

Does making a not-at-fault claim really cost me nothing?

If you're eligible, yes: you pay no excess, no hire fees and nothing for our claims work. Costs are recovered from the at-fault party's insurer. Our services are provided on credit under our engagement terms, which we explain plainly before you sign anything. See how it works.

Do I need to tell my own insurer?

No, not on a third-party recovery claim. The claim runs against the at-fault driver's insurer, not yours, so once liability is established there's nothing you need to tell your own insurer. Your excess and no-claim bonus stay exactly as they are: your own policy is never part of a recovery claim.

What if the other driver won't share their details?

Photograph their number plate and note whatever you safely can, then report it to police. Refusing to exchange details is an offence in NSW. Be aware a rego alone is rarely enough to get a claim moving, so call us early and we'll help you chase the missing pieces. Our guide on what details to exchange covers this step by step.

How long does a not-at-fault claim take?

Straightforward claims often resolve in a few weeks; disputed fault or slow insurers can take longer. The difference with us: you're not the one doing the chasing, and you stay mobile in a replacement car while it plays out, if you're eligible.

What if the insurer says I was partly at fault?

Don't accept that at face value. Insurers sometimes apportion fault in their own favour. We review the evidence and push back where the facts support you. See how fault is determined for what counts as evidence.

Can I use you if I only have third-party or CTP insurance?

Usually yes, because we claim against the at-fault driver's insurer, your own level of cover often doesn't matter. Read more on claiming without comprehensive insurance.

Not your fault? Then it shouldn't be your problem.

One call and we take the claim off your hands: car, repairs and recovery included.

Start My Claim 1800 840 221

Eligibility confirmed after we review your accident. No obligation, no hard sell.