The Car Claims Process in NZ: A Not-At-Fault Driver's Guide

If you have been in an accident that wasn't your fault, the claims process does not have to be complicated. But the order in which you take each step matters enormously — because the wrong sequence can cost you your right to choose your own replacement vehicle.

Here is the right way to navigate it.

Step 1 — Call Faultless Cars NZ First: 0800 387 607

Before you call your own insurer and before you call the at-fault insurer, call us. This is the most important step in the entire process.

Why? Because the moment your insurer arranges a replacement vehicle on your behalf, you may be locked into their preferred hire provider — which is almost always a basic economy car, not the like-for-like vehicle NZ law entitles you to.

One call to Faultless Cars NZ and we take it from here. We confirm your eligibility, arrange your like-for-like replacement, and coordinate with both insurers on your behalf.

Filling out a car insurance claim form in New Zealand

Step 2 — Document Everything at the Scene

Evidence gathered at the scene directly determines how smoothly the car claim proceeds. Before you leave, collect the other driver's full name, contact details, licence plate number, and insurance company name and policy number.

Take photos of both vehicles from multiple angles, the point of impact, and the surrounding road and any relevant signage. If witnesses stopped, get their names and contact details.

Do not admit fault. Describe facts only.

Step 3 — Notify Your Own Insurer

Once you have called Faultless Cars NZ and documented the scene, notify your own insurer that an incident has occurred. As a not-at-fault driver, this is a notification — not necessarily a claim against your own policy. Your excess should not apply and your no-claims bonus should be unaffected.

Your insurer will open a file and begin their own process. Let them know Faultless Cars NZ is already handling your replacement vehicle.

Damage to a car bumper after a collision in New Zealand

Step 4 — Cooperate With the Car Claims Process

Both insurers will conduct their own investigation to establish liability. Respond promptly to any requests for documentation, statements, or information. The faster liability is confirmed, the better for all involved.

Step 5 — What Happens If Liability Is Disputed?

If the at-fault insurer challenges responsibility for the accident, the process takes longer but your entitlements do not disappear. Faultless Cars NZ will guide you through this. You may also escalate to the Insurance and Financial Services Ombudsman (IFSO) if the insurer is unreasonably delaying or refusing your claim.

Step 6 — Your Replacement Vehicle Continues Until Your Car Is Ready

Faultless Cars NZ stays in contact with your repairer throughout. When your car is ready, we arrange collection of the replacement vehicle at the workshop. You hand the keys back there. That is the end of your involvement.

Step 7 — The At-Fault Insurer Pays Us Directly

You will never receive a bill from Faultless Cars NZ. We invoice the at-fault driver's insurer at our standard commercial rate once the hire concludes. That transaction is between us and them. Not you. Not now. Not ever.

Start Here

Call 0800 387 607 or check your eligibility at faultlesscars.co.nz/eligibilitycheck.