Question 1

What is OneCallClaims?

Accepted Answer

OneCallClaims is an independent claim management service that helps not-at-fault drivers in Melbourne. We manage the administrative burden of making a claim against the at-fault driver, including coordinating repairs, arranging replacement vehicles, and communicating with insurers. We are not an insurance company, and we don't provide legal advice.

Question 2

How is OneCallClaims different from my insurance company?

Accepted Answer

We are completely independent from your insurer. When you use your own insurance, you're claiming on your policy. When you use our service, we help you recover costs from the at-fault party's insurer directly. This means your excess and no-claim bonus are typically unaffected. However, we always encourage you to notify your own insurer about the accident regardless.

Question 3

Why would I use your service instead of just contacting the other insurer myself?

Accepted Answer

You can absolutely handle a not-at-fault claim yourself – many people do. Our service is designed for people who want someone else to manage the process: the phone calls, paperwork, follow-ups, and coordination. We have experience dealing with insurers and repairers, which can make the process smoother and potentially faster. There's no obligation to use our service.

Question 4

Am I eligible for your service?

Accepted Answer

Our service is designed for not-at-fault drivers in Victoria. You'll need: the other driver's details (registration, ideally name and contact), to believe you weren't at fault, and your vehicle to be a standard passenger car. We may not be able to help with hit-and-run incidents where the other driver isn't identified, single-vehicle accidents, or situations where fault is unclear. Take our eligibility check to get a quick assessment.

Question 5

Can you help with a hit-and-run accident?

Accepted Answer

Unfortunately, our service has very limited value in hit-and-run situations where the other driver wasn't identified. Without their details, there's no insurer to claim against. In these cases, we recommend: reporting to police, checking for CCTV or witnesses who may have captured details, and contacting your own insurer if you have comprehensive cover. If you later obtain the other driver's details, please get in touch.

Question 6

What if fault is disputed?

Accepted Answer

If the other driver or their insurer disputes fault, the claim process becomes more complex. We can still assist in gathering evidence and presenting your case, but recovery is not guaranteed. In seriously disputed cases, legal advice may be appropriate. We'll always be upfront about the prospects of your claim.

Question 7

The other driver doesn't have insurance. Can you still help?

Accepted Answer

When the at-fault driver is uninsured, recovery options are limited. Your best option is usually to claim on your own comprehensive insurance (if you have it) and let your insurer pursue the other driver. We can provide guidance, but our service has limited value when there's no insurer to recover from. Direct recovery from an individual is difficult and may require legal action.

Question 8

How long does the process take?

Accepted Answer

Timeframes vary depending on the complexity of your claim. If fault is clear and the other insurer is cooperative, repairs can often be authorised within a few days, and completed within 1-3 weeks depending on damage. If fault is disputed or there are delays with the other insurer, it can take longer. We'll keep you updated throughout the process.

Question 9

What information do I need to provide?

Accepted Answer

We'll need: your details (name, phone, email), accident details (date, location, what happened), the other driver's details (registration, name, phone, insurer if known), your vehicle details (make, model, year), and any evidence (photos, dashcam footage, witness details). The more information you can provide, the stronger your claim.

Question 10

Can I choose my own repairer?

Accepted Answer

This depends on the arrangement. If you're using the at-fault insurer's process, they may require one of their approved repairers. If we're managing the claim, we work with a network of quality repairers and can discuss options. Your right to choose a repairer varies by situation – we'll explain the options for your specific case.

Question 11

Will I need to provide a statement?

Accepted Answer

In most cases, yes. We'll need your version of events, and the at-fault insurer may request a statement as part of their assessment. This is a normal part of the claims process. We can guide you on what to include and how to present the facts clearly.

Question 12

Does your service cost me anything?

Accepted Answer

For eligible not-at-fault claims, our service typically doesn't cost you anything out of pocket – we recover our costs from the at-fault party's insurer as part of the claim. However, if a claim is unsuccessful or only partially recovers costs, there may be circumstances where some costs aren't covered. We'll always explain this before you proceed and won't surprise you with hidden costs.

Question 13

Is the replacement vehicle really free?

Accepted Answer

The goal is to recover replacement vehicle costs from the at-fault party, so there's no cost to you if recovery is successful. However, replacement vehicle arrangements involve agreements with terms and conditions. It's important you understand these before signing. We'll explain the arrangement clearly, and we encourage you to read any agreements carefully.

Question 14

What happens if the claim against the other driver fails?

Accepted Answer

If the claim doesn't succeed (e.g., fault is denied and can't be proven), you would typically fall back to your own insurance if you have comprehensive cover. For replacement vehicle and repair costs, the specific outcomes depend on the agreements in place. We'll always discuss this possibility upfront so you can make an informed decision.

Question 15

How do I get a replacement vehicle?

Accepted Answer

If your vehicle is undrivable or being repaired, we can arrange a replacement vehicle as part of your claim. We'll explain the options available (insurer-provided, rental, credit hire) and help you choose what's appropriate for your situation. The vehicle is typically delivered to you and picked up when your car is ready.

Question 16

What type of replacement vehicle will I get?

Accepted Answer

The aim is to provide a vehicle that's reasonable for your needs. This might be similar to your own car or a comparable standard vehicle. Luxury or specialty vehicles are typically replaced with standard equivalents. If you have specific needs (e.g., a large family), let us know and we'll try to accommodate.

Question 17

What if my car is written off?

Accepted Answer

If the at-fault insurer determines your vehicle is a total loss, they'll offer a settlement based on market value. Replacement vehicle arrangements typically end when a settlement is reached. We can help you understand the settlement offer, but if you disagree with the valuation, you may need independent advice.

Question 18

Can you help arrange towing?

Accepted Answer

Yes, if your vehicle needs towing from the accident scene or from where it's currently located, we can coordinate this. Towing costs are typically recoverable as part of a not-at-fault claim. Let us know your vehicle's location and we'll arrange pickup.

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