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0800 387 607
Faultless Cars NZ
NZ Accident Hire FAQ: Your Questions Answered Fast
Not your fault? Know your rights, who pays, how it works, and what to expect - in plain Kiwi English.
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What are Accident Replacement Vehicles?Accident Replacement Vehicles are provided to not-at-fault drivers while their damaged car is being repaired or written off. Under NZ law, the at-fault party must cover this cost — it’s your right. This is called demurrage — the legal concept that compensates you for vehicle downtime.
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Is an accident loan car different from a rental car?Yes. We deliver the car to you, handle insurer recovery, and pick it up when your car is fixed — all tailored to your needs.
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What if the other person denies liability?If the other person or their insurer claims they weren't liable we wouldn't be able to provide a no cost accident replacement vehicle to you as we wouldn't be paid for the rental costs. Unless you have rental car cover added as an additional extra into your insurance policy.
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Can I choose my own repairer?Absolutely. NZ law allows you to pick your licensed repairer — we’ll coordinate with them. We are also happy to recommend a good repairer or two if need be.
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What does “like-for-like” mean?It means a vehicle similar in size, style, and function to your own. If unavailable, we’ll offer the next best match. You can view our fleet options here:
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What are my responsibilities?● Help us recover the rental cost ● Provide documents if asked ● Don’t release the at-fault party from liability ● Be honest, cooperative & adhere to our Rental Agreement & Terms & Conditions ● Let us know when your car is repaired or written off
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Do I need to involve my insurer to use your service?Nope! We deal directly with the at-fault party's insurer, so there's no impact on your own policy or no-claims bonus.
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Am I eligible for a free replacement car?If the accident wasn't your fault and the other driver is insured, you're likely eligibile. We'll confirm the details and handle everything with the at-fault insurer.
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How long does the application take?We review your application within 24hours and will be in touch if we need further details. In order to get liability confirmed this can be impacted due to a number of factors outside of our control. We try to get this confirmed as fast as possible but this can take 24-48hours and sometimes longer. In urgent cases, we can often deliver a car the same day.
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Can I apply in advance?Yes, you can submit your application before your car goes in for repairs. Once approved, we can pre-book your replacement vehicle.
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What happens if my accident was on a motorbike not a car?If you were not at fault, your still entitled to be compensated for loss of use of your motorbike, so yes, we can help! Contact us to find out more:
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Can I still apply if I don't have the at-fault driver's details or if they were uninsured?We'll do what we can, but without the other driver's details, we may not be able to recover the costs which means we wouldn't be able to provide a no cost loan car. If you have any info (like a plate number), share that with us and we'll assess your options. Faultless Tip: Always collect the other parties details including registration and insurance info at the scene. If they provide you with a phone number, call it while you are with them. This eliminates the risk of any fake numbers being provided.
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What if I’m partly at fault?We will communicate with both insurers on your behalf. If the other insurer accepts most of the liability, we might still be able to provide a vehicle. Additionally, if you have added rental car coverage to your policy, we can assist you. Please reach out to us to discuss this further.
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How long can I keep the car?As long as your car is being repaired. For total losses, you can keep it until the settlement amount clears in your bank account.
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Can I get delivery to my home or panel shop?Yes. We deliver and collect from any location that suits you across Auckland, Waikato, and Bay of Plenty.
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What if I need the car longer than expected?Just let us know. Extensions are easy if your vehicle is still off-road.
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Will I need to pay anything if I have an accident in a Faultless car?If your not at fault, you won't have to pay a thing. If you are at fault, we do have a standard $500 excess. You can read more in our blog about what to do if you have an accident in a faultless vehicle found here:
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Does the loan car need to be returned with a full tank of gas?Yes, we provide you with a full tank of fuel and ask that you return it with a full tank of fuel. You can read more about understanding rental charges here:
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Can I take my pets in the loan car?As much as we love fur babies as well, we have a strict no pets rule in our vehicles. This is because our next not-at-fault client maybe allergic to animals and we can't risk that for them.
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How do I get back something I left in the car?Contact us and we will arrange to get it back to you as soon as possible.
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How fast can you deliver a vehicle to me?Most vehicles are delivered within 24 hours - often same day in Auckland, Waikato, or the Bay of Plenty. Call us now if it's urgent: 0800 387 607.
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How do I return the car?We’ll collect it from your home, work, or panel shop — whatever suits you.
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Are your vehicles automatic?Yes — our entire fleet is automatic. You can learn more about our fleet options by clicking the below link:
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Do you provide child seats?No, we don't currently provide child seats. All our vehicles do have isofix points if a childseat is needing to be installed in the vehicle while you have it. Faultless Tip: If your childseat was in the vehicle when you had an accident, the warranty maybe affected. Speak to your insurer about this as you maybe entitled to a new one under your claim. If you have any issues, let us know and we would be happy to provide more advise:
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What types of cars do you offer?Currently our fleet consists of Sedans, SUVs, and compact cars from 2018–2025. We don’t currently supply utes or EVs but will be expanding our fleet to include these in the near future. See our Fleet Options for more details.
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Can I get an SUV or something family-friendly?This depends on the type of car you drove before it was damaged. If you drove an SUV, then yes we can provide you with an SUV but if you drove a compact car, such as a Swift, then we are only able to provide you with a vehicle of a similar size to yours. To read more about how it works, please click the link below:
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Can I use the car for work or Uber?Yes, our insurance will cover you for any business use. If you operate a Uber or Ride-share, please contact us to discuss insurance restrictions.
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Is there a mileage limit?No, you can drive as you would your own.
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What fuel do your cars use?Mostly 91 petrol — low running costs and easy to refill. We also have a deal with Mobil, where all our clients get a fuel discount whenever they will up at Mobil.
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Are the cars smoke-free?100% — every vehicle is deep-cleaned and non-smoking.
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Who pays for the accident replacement vehicle?If you're not at fault, the cost is recovered from the at-fault driver or their insurer. Faultless Cars NZ manages this directly — you don’t pay the rental cost, provided you assist in the recovery process (if required) and adhere to the Rental Agreement & Rental Terms & Conditions.
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What happens if the insurer doesn’t pay the invoice?We’ll begin legal proceedings on your behalf against the at-fault insurer to recover costs. You may be asked to assist with documentation or statements.
People Also Ask (Common Google Questions)
How fast can I get an accident replacement vehicle in Auckland or Waikato?
We often deliver same day. Most clients are back behind the wheel within 24 hours - sometimes within hours of your first call, depending on location and fault confirmation. To make things easy, we have a clear map of our coverage areas which can be found here: https://faultlesscars.co.nz/coverage-areas. If you are outside of these areas, please contact us as we may still be able to assist.
What is demurrage and how does it apply in NZ car accidents?
Demurrage refers to compensation for lost vehicle use. In NZ, if you're not at fault, the other party must cover the cost of a like-for-like rental while your car is off the road. To find out more about how our services work, please follow this link: https://faultlesscars.co.nz/not-at-fault-accident-replacement
Do I need to pay for a loan car if the accident wasn't my fault?
No. If you're eligible, we reciver all costs from the at-fault party's insurer. You just cover petrol, tolls, and any fines - just like your own vehicle. You can read more around potential charges in our blog post about understanding rental charges, coverage and potential costs here: https://faultlesscars.co.nz/post/understanding-rental-charges-coverage-and-potential-extra-costs-explained
How do I get a replacement car while mine is being repaired?
Just contact us! We confirm fault with insurers, deliver your loan car to home or work, and handle the paperwork. You stay mobile - no waiting, no upfront costs, and no stress. You can easily find our contact details on our contact us page or by clicking here: http://www.faultlesscars.co.nz/contact
What are my rights if I'm not at fault in a car crash?
You're legally entitled to be put back in the same position you were before the accident. That includes access to a similar loan car and recovery of costs like vehicle downtime - known as demurrage. To find out more about our easy 4 step process and how we work, please click here: https://faultlesscars.co.nz/how-it-works
Can I get a free rental car after an accident in NZ?
Yes - if you weren't at fault. Under NZ law, the at-fault party's insurer must cover your transport loss. We'll deliver a clean, like-for-like vehicle and bill the insurer directly - no cost to you. We explain more about our service in our blog post, Maximising Entitlements - Not at fault car replacement service, which you can find here: https://faultlesscars.co.nz/post/maximizing-entitlements-not-at-fault-car-replacement-service-in-nz