What to do if you have an accident or find damage

Short answer:

After you have recorded all the important, minimum requirement, information - the full name, phone number, current address and car registration details of any third parties - call us on (02) 8035 8000 so we can talk you through what to do next.

If you notice damage to a car thats happened while you had it (e.g. while it is parked during your trip), report the incident through the Help Centre as soon as possible.

If you are involved in an incident where there is damage to a car, follow these steps:

  1. Safely determine the extent of damage and/or personal injury
  2. If necessary, notify police and emergency services
  3. Exchange third party contact, licence and registration details
  4. Record all relevant vehicle, incident and location information
  5. Inform us as soon as possible and we’ll let you know what to do next


1. Determining the extent of damage and/or personal injury

If it's a minor incident and there are no injuries, move the car off to the side of the road. DO NOT admit blame or offer to make any repairs yourself. It's up to the insurance companies to ascertain who is at fault.

If it's a severe accident and there are injuries, leave the car where it is. Switch off the ignition, and activate emergency hazard lights.

2. Notifying police and emergency services

If anyone has been injured, call 000 and ask for the police or ambulance, in order of urgency. Be prepared to tell them:

  • The location of the incident (note any cross streets nearby)
  • How many people are injured

Police should be notified if a person has been injured, is under the influence of drugs or alcohol, or refuses to exchange details, if there is damage to property and the owner isn’t at the scene, or if there are any hazards present.

3. Recording the relevant details

If there are any other cars involved, you need to exchange:

  • Full name, phone number and current address of the other driver(s). This is a minimum requirement if another driver is at fault.
  • Licence number or other valid ID if they dont have an Australian drivers licence
  • Registration number (minimum requirement if other driver is at fault)
  • Make, model and colour of the cars involved
  • Insurance company details

If there were any independent witnesses, ask to get their contact details in case their version of events is required.

If you can, take photos of:

  • the location and damage to the car and any other cars
  • the odometer reading of the car you're driving

If the other driver doesnt stop, or refuses to give their details, record their licence plate details and contact the police.

4. What then?

If you haven’t already, call us on (02) 8035 8000 so we can let you know what to do next. We’ll ask you to report the incident (along with the other party's details you've collected, if relevant) through the Help Centre, as soon as possible. 

If the accident was minor and the car is safe to drive, you can continue your journey. 

Otherwise, call us right away so that we can arrange to have the car towed.



Car Next Door's Damage Policy

Detailed information about how we manage incidents of damage to a car, including where a Borrower has caused damage; an Owner has caused damage; or it is not possible to work out who is responsible for damage, are set out in our Damage Policy.


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