- Fault Free Replacement Cars
Frequently Asked Questions
It is a temporary vehicle provided to an eligible driver whose own car has become unavailable because of an accident caused by another party.
The vehicle is generally used during an approved period while the damaged car is being repaired or assessed.
You may qualify if:
- You were not responsible for the accident
- Another vehicle was involved
- The at-fault driver can be identified
- Your own vehicle requires repairs or assessment
- You have a reasonable need for temporary transport
- The replacement-vehicle costs appear recoverable
Contact us and explain what happened.
We can review the information available, but we cannot guarantee approval where fault is unclear, disputed or unsupported by sufficient information.
Not necessarily.
Your eligibility may depend more heavily on the accident circumstances, the other driver’s details, liability and the ability to recover the hire costs. Your own insurance status will still form part of the assessment.
Not necessarily.
This service is different from optional rental-car cover included in some insurance policies. Eligibility is based on the circumstances of the not-at-fault accident and the applicable agreement.
Eligible customers may not be required to pay the vehicle hire charges upfront.
However, this does not mean there are no contractual responsibilities. You must read and understand the hire and recovery agreement before accepting the vehicle.
Fault Free Replacement Cars will generally seek to recover eligible and reasonable hire charges from the at-fault party or their insurer.
Recovery depends on the circumstances of the accident, available evidence and the conditions of the signed agreement.
You may remain responsible for costs associated with your use of the replacement vehicle, including:
- Fuel or charging
- Tolls
- Parking fees
- Traffic or parking fines
- Vehicle damage
- Insurance excesses
- Cleaning or misuse charges
- Other charges listed in your agreement
The agreement should be reviewed carefully before the vehicle is accepted.
We aim to provide a suitable or comparable replacement based on your reasonable transport requirements.
An identical make, model, year, specification, colour or feature set cannot be guaranteed. Vehicle provision remains subject to availability.
The timeframe depends on:
- How quickly the required information is provided
- Whether liability can be reasonably established
- Application approval
- Your location
- Suitable vehicle availability
We will work to progress approved applications without unnecessary delay, but we do not guarantee same-day delivery unless specifically confirmed.
The approved hire period will generally relate to the reasonable period during which your own vehicle is being repaired or assessed.
You must keep us informed about repair progress, assessment results and changes to your circumstances.
Tell us as soon as your insurer or assessor confirms that your vehicle is a total loss.
The date on which the replacement vehicle must be returned will depend on your circumstances and the terms of the agreement.
Only drivers authorised under the applicable agreement may drive the replacement vehicle.
Additional drivers may need to provide identification, hold a valid licence and receive approval before using the car.
Contact us as soon as your repairer confirms that your vehicle is ready for collection.
We will arrange the return or collection of the replacement vehicle in accordance with the hire agreement.