Making a claim on my insurance - Car crashes
In most cases, you will have to pay the policy excess when you make a claim against your insurance. If you are unsure of how much your excess is, you can check your policy or contact your insurer.
What if I can’t pay my excess?
If you can’t pay your excess because you are in financial difficulty, you can write a letter to your insurer:
- asking to have the excess deducted from the claim to be paid to you, or
- offering to pay the excess in instalments.
If the insurer refuses your request, you can make a complaint to the insurer through its internal dispute resolution process. If this is unsuccessful and if you are still in dispute, you can go to the independent Australian Financial Complaints Authority or get legal advice.
Do not drop your claim just because you cannot pay the excess.
- Checklist - Factors to consider before making a claim using your car insurance
- Letter to your insurer if you can’t pay the excess
Give us your feedback
There is a very short survey to help us improve this guide