Trouble with the car insurance claim process
September 27, 2011 5:47 PM Subscribe
Got a really weird call from a car insurance company after a minor accident. How does the car insurance system work in Australia?
posted by vidur to law & government (10 answers total)
A few days ago, my wife reversed into a parked car (illegal sort of parking by the other car, but I'm not sure that's relevant really for this question) in a clinic's driveway. There was nobody inside the other car, and my wife was alone in our car. There was some damage to the rear end of our car, and the driver's side of the other car. The driver of the other car went absolutely berserk when she discovered this a few minutes later. My wife remained calm and gave her all possible details (name, mobile number, car registration, insurance company etc.). Couple of clinic's staff members also helped diffuse the tension. As soon as she came home and gave me the details, I called our insurance company and made arrangements to have our car repaired. I also sent the claim number provided by my insurance company to the other person. This was acknowledged next day when we got the same claim number messaged back to us by this other person.
Our car got repaired and came back in good condition. We paid an "excess" to the insurance company.
Now, this morning, my wife got a weird phone call from a different insurance company (not 100% sure if they insure the other person's car). The caller started berating my wife about the accident, and accused her of not filing an insurance claim, and then started ranting about "You've just admitted that you caused the accident, I am recording this" repeatedly. My wife clarified that we are with a different insurance company and our claim has already been processed. This did not stop the rants. The call ended without any specific demand by this insurance company.
Our insurance company has only my phone number on their record (even though it covers my wife as well), so this other company has probably got my wife's number from the person whose car was banged.
My wife is a bit unnerved by the whole experience of this phone call, especially the accusations about admitting fault etc. which may imply some kind of further legal action. I am not sure what I can do at this stage. I thought exchanging details after the accident, filing an insurance claim and exchanging that information with the other party, and finally paying the excess was as far as this was going to go. Is there more to this process?