Plain English · SS Automotive
Car Accident Claim and Repair Glossary
After a crash you'll hear words from insurers, assessors, tow drivers and repairers that nobody explains. Here's what they mean, in plain English, for drivers in Victoria.
A to Z
The terms, explained
These are general explanations, not legal or financial advice. Your own policy wording decides how a term applies to your claim. For the full claim process, read our insurance claims guide.
Accident towing allocation
In metropolitan Melbourne, the Mornington Peninsula and Geelong, tow trucks for accidents are allocated by an accident allocation centre, and the driver gets a job number. See accident towing.
ADAS
Advanced driver-assistance systems: the cameras and radar sensors behind features such as lane keeping, collision warning and adaptive cruise. They may need recalibrating after a repair. See hybrid, EV and ADAS.
AFCA
The Australian Financial Complaints Authority, the free external dispute scheme for insurance complaints once you've been through the insurer's own complaints process.
Aftermarket parts
Parts made by a company other than the car's maker. Policies differ on when an insurer can use them, so check your PDS.
Assessor
The person who inspects the damage and the repair quote for an insurer, in person or from photos, and decides what the insurer will pay for.
At-fault driver
The driver whose actions caused the crash, under the road rules and the evidence. Insurers decide fault, and it can be shared between drivers.
Authority to Tow
The form you sign before an accident tow, setting out the towing and salvage work and its cost. In Victoria the car can't be towed until it's signed.
Blending
Fading new paint into the panels next to a repair so there's no visible line where old paint meets new. See spray painting.
Cash settlement
When an insurer pays you an amount instead of paying for the repair. Insurers' repair guarantees usually don't apply to a cash-settled repair.
Choice of repairer
A policy feature that lets you nominate who repairs your car on your own claim. Some policies include it, some sell it as an option, and some leave the choice with the insurer.
Claim number
The reference your insurer gives when you lodge a claim. Repairers, assessors and the other insurer all use it.
Comprehensive cover
Car insurance that covers damage to your own car as well as damage you cause to other people's property, subject to the policy's terms.
Excess
The amount you pay towards a claim on your own policy. Many policies waive it when you weren't at fault and can identify the other driver. See insurance excess explained.
Genuine (OEM) parts
Parts made or approved by the car's manufacturer.
Hire car or replacement car
A car you drive while yours is off the road. After a not-at-fault crash, it's usually claimed from the at-fault driver's insurer. See accident replacement car.
Letter of demand
A letter asking you to pay for damage you're said to have caused. If you're insured, pass it to your insurer and don't admit liability or settle without its consent.
Not-at-fault claim
A claim made when another driver caused the crash, usually against that driver's insurer. See not-at-fault claims.
Paintless dent removal (PDR)
Repairing a dent by reshaping the metal from behind, without filler or paint, when the paint is unbroken. See paintless dent removal.
PDS
The Product Disclosure Statement: the insurer's document that sets out what your policy covers, its exclusions and how claims work.
Smash repairs (panel beating)
Repairing body damage after a collision: straightening or replacing panels, structural repairs and paint. See smash repairs.
Supplementary damage
Damage found after the car is stripped down for repair, which wasn't visible when the first quote was approved. The repairer asks the insurer to approve it before fixing it.
TAC
The Transport Accident Commission, Victoria's scheme for injuries from transport accidents. It covers injuries, not damage to cars.
Third party property cover
Insurance that pays for damage you cause to other people's cars and property, but not damage to your own car.
Total loss (write-off)
When repairing a car isn't economical or safe, the insurer pays out instead of repairing it. Some written-off vehicles go on Victoria's written-off vehicle register.
Common Questions
Two questions people ask most
What's the difference between an excess and a deductible?
In Australian car insurance the word is excess: the amount you contribute to a claim on your own policy. Deductible is the American term for much the same idea.
Who decides who was at fault?
The insurers, using the road rules and the evidence such as photos, witness statements and the damage. Police may also be involved, but they don't decide insurance claims.
Still not sure?
Call us and we'll explain your claim.
5 Quinn Street, Dandenong VIC 3175. Phone answered 24/7. We speak English, Urdu, Hindi and Punjabi.
Start a Claim Call 03 8774 5785Last updated · Reviewed by Ahsan, Manager