At-fault with insurance accident claims in Melbourne

Yes — if you're at fault, you must immediately report the incident to your insurer. Delaying could lead to complications with your insurance claim or even denial of coverage. Your insurer will ask for details of the accident, including damage, the other driver’s information (if relevant), and any supporting evidence such as dashcam footage or police reports.

If you’re unsure what’s required, this guide on filing an accident claim explains what to do step by step — whether it’s a major crash or a minor bump.

Yes — if you're the at-fault driver, you’ll generally be required to pay an insurance excess before repairs can begin. The exact amount depends on your policy and whether any additional excesses apply (e.g. for inexperienced drivers). Your insurer may deduct this from your payout or ask for it upfront.

Many drivers aren’t clear on how their excess works. In fact, a recent Youi survey found that a significant number of Australians don’t fully understand their car insurance policies, including excess amounts and optional coverages. It’s always worth checking your Product Disclosure Statement to avoid surprises at claim time.

Making an at-fault insurance claim can impact your premiums, especially if you've made multiple claims or have lost a no-claim bonus. It’s worth speaking directly with your insurer about how your specific policy is affected. That said, getting back on the road safely and professionally is often more important than delaying essential repairs.

In most cases, yes. If your policy includes a “choice of repairer” option, you can nominate Sheen to handle your smash repairs or panel beating. Even if your insurer recommends a provider, you’re not always obligated to use them.

Choosing Sheen gives you access to high-quality repairs backed by a lifetime guarantee, plus a replacement vehicle to minimise disruption.

That depends on your policy. Some insurers include a hire car benefit, while others don’t. Regardless of your coverage, Sheen can provide a complimentary accident replacement vehicle for the duration of your repairs, so you’re not left without transport after an at-fault crash.

If you're navigating costs or unsure what coverage looks like, our blog comparing smash repair quotes can help set expectations.

Fault isn’t always black and white. If liability is shared, your insurer will usually still handle the repairs but may try to recover part of the costs from the other party. This process is called subrogation. You may still need to pay an excess upfront, but could be reimbursed if your insurer successfully recovers costs.

If you're unsure, gather as much evidence as possible (dashcam footage, photos, witness details) and speak to your provider, or reach out to Sheen, and we can guide you through the steps.