How Long Does a Car Insurance Claim Take?

"How long will this take?" is the first thing most people ask after a crash. The honest answer is that it depends on how simple the claim is, but there are minimum standards insurers have signed up to, and there's plenty you can do to stop a claim stalling.

The timeframes insurers commit to

Insurers that have signed up to the General Insurance Code of Practice agree to service standards for claims. Check your PDS to see whether your insurer subscribes. Under the 2020 Code and Moneysmart's guidance:

First contact: after you lodge a claim, the insurer must contact you within 10 business days. It may accept the claim, reject it, or ask for more information (Moneysmart).
Progress updates: insurers must tell you how the claim is progressing at least every 20 business days (paragraph 70 of the Code).
A decision: the Code says the decision will be made within four months of the insurer receiving your claim, unless an exception applies. If it can't decide in that time, it must tell you in writing about its complaints process (paragraph 77).
If the answer is no: a denied or part-paid claim must be explained in writing, along with how to complain (paragraph 81).

Those are the outer limits, not the norm. A straightforward claim where fault is clear can move much faster than that.

The stages of a typical claim

Lodge the claim and get a claim number.
Assessment: the car is inspected and a repair quote goes to the insurer.
Liability and approval: the insurer confirms the claim is covered and, in a not-at-fault claim, who caused the crash.
Repair: parts are ordered, panel and paint work is done, and the car is checked.
Handover: you collect the car.

What slows a claim down

A dispute about fault. If both drivers say the other caused it, the insurers may investigate before anything is approved.
The other driver not responding to their own insurer, or not reporting the crash at all (here's what to do if the other driver goes quiet).
Missing details: no rego, no insurer name, no photos, no witness contacts.
Parts availability for your make and model.
A possible write-off, where the insurer has to decide whether repair makes sense before anything else happens.

How to keep your claim moving

Lodge it as soon as you can, and keep your claim number handy for every call.
Send your photos and the other driver's details straight away rather than waiting to be asked.
If police attended, give the insurer the event number. Victoria Police explains crash reporting.
Keep notes of who you spoke to and when.
If you weren't at fault, ask early about a replacement car while yours is repaired, and check whether an excess applies.
Use a repairer who will prepare the quote and talk to the insurer for you, so you aren't the go-between.

If you think your insurer is taking too long, complain to them first. If you're still not happy, the Australian Financial Complaints Authority (AFCA) is the independent next step.

Where we come in

For not-at-fault claims, SS Automotive does the chasing. Bring us your claim number and we'll prepare the repair quote for the insurer, keep the claim moving, arrange a tow if the car can't be driven (24/7) and organise a replacement car where you're eligible, once the claim paperwork is finalised and the car is dropped off. The repair happens in-house at 5 Quinn Street, Dandenong, including painting in our own spray booth. See how our car accident repairs and not-at-fault claims work, or what's involved in our smash repairs. A crash can also damage parts you can't see, so the same team can check your brakes and suspension and wheels and tyres while the car is with us.

Common questions

Can repairs start before the claim is approved?

Usually the insurer needs to approve the quote first, otherwise you risk paying for work it won't cover. Getting the car assessed early means the quote is ready the moment approval comes through.

Is there a time limit for lodging a claim?

Many policies ask you to tell your insurer about an accident as soon as practical. Check your PDS for the exact wording, and don't sit on it. If anyone was hurt, injury claims go to the TAC separately.

What if the other driver's insurer won't reply?

Keep a record of every contact, follow up in writing, and if it stalls, use the insurer's complaints process and then AFCA. If you have comprehensive cover, claiming through your own insurer is another option; we compare the two in comprehensive vs third party car insurance.

Related help

Accident help at SS Automotive

More guides from our blog

Official resources

For the whole claim process in one place, read our guide to insurance claims after a crash in Victoria.