Claims made simple and fair
We act fast and assess every claim with fairness
Here's what to do before you start your claim
Make sure you're safe
Make sure you and your car are safely away from traffic. If there’s an injury or safety hazard call 000
Get the other driver's details
Ask for the other driver’s full name, address, vehicle registration, phone number, licence number and name of their insurer. Take photos of the damage and location.
Get a tow
If your vehicle isn’t safe to move, organise a tow service.
How Najmaa claims work
Seamless claims, with care and fairness at every step.
Tap "make a claim" in the Najmaa Portal
Log in to your account to submit a claim quickly and securely.
Tell Us What Happened
Provide the details of the incident in a few simple steps.
Board Review & Fair Assessment
Our team carefully reviews your claim with member-first discretion, ensuring a fair outcome.
Claim Outcome & Support
- If claim is approved, we’ll organise repairs or support as quickly as possible.
- If claim is not approved, we’ll clearly explain the decision and outline any next steps.
How Najmaa claims are different
Unlike traditional insurers, we take a simple, flat fee from your contribution, use the remainder to pay claims, and reinvest any surplus into underserved communities.
We gain nothing from delaying or denying claims. so when discretion is applied in assessing claims, it’s done promptly, fairly, and always in the best interests of our members.
Access to a Nationwide Network of Repairers
You’ll have access to Najmaa’s network of approved repairers across the country, ensuring fast support, quality workmanship, and peace of mind knowing your car is in trusted hands. If you’re more than 20 km from one of our approved repairers, we’ll help you find a closer option to get you back on the road quickly.
Frequently Asked Questions
General
1. Where do I start if I need to make a claim?
- Tell us as soon as you can after an incident.
- Lodge your claim through the Member Portal at www
.najmaa .com .au /mynajmaa or call us on <insert number>.
We’ll confirm we’ve received your claim and guide you on next steps.
2. What information will I need to provide?
We may ask for:
- your member details, including your vehicle registration number;
- when, where and how the incident happened;
- where your vehicle was damaged and the extent of damage (photos or video(s) help);
- details of other parties (name, contact, licence and vehicle registration number, and photos or video(s) of any damage to their vehicle, if applicable); and
- a police report/incident number for theft or where police attended the accident.
3. What excess will I need to pay and when do I pay it?
Your standard Excess is shown on your Protection Schedule. If another Excess applies, it is added to the standard Excess. For example:
- Named driver under 25: +$500
- Unnamed driver under 25: +$2,000
Your Excess is usually paid directly to the repairer when you collect your repaired vehicle.
If your vehicle is a total loss, the applicable Excess will be deducted from any payment approved by Najmaa.
In some cases, Najmaa may request payment of the Excess before a claim is approved.
If you are experiencing financial hardship, please call us on XXXXX for support.
If we later recover the costs from an identified at-fault third party, any Excess you have paid will be refunded back to you.
4. Can I choose my own repairer?
No.
- Najmaa arranges and manages repairs through our Approved Repairer Network, or the nearest available repairer in your area.
- You must not arrange or authorise any repairs yourself. Repairs you arrange or authorize will not be reimbursed.
- You may take short-term emergency steps to keep the vehicle safe (e.g., move it off the road, cover a broken window, lock and secure belongings) — these are not repairs.
5. Do you guarantee repairs?
Repairs arranged through Najmaa’s Approved Repairer Network come with a 3-year workmanship warranty. Any parts fitted carry the supplier or manufacturer’s warranty.
6. What happens if my vehicle is a total loss?
If your vehicle is damaged beyond repair and your claim is accepted, Najmaa will guide you through the total loss process.
Here’s what to expect:
Once the repairer or assessor confirms your vehicle is a total loss, Najmaa will review the assessment and supporting information.
If your claim is approved, Najmaa may approve a payment up to (but not exceeding) the Agreed Value shown on your Protection Schedule, less any applicable deductions (such as Excess, unpaid contributions, or finance/salvage interests).
We aim to finalise total loss claims as quickly as possible after all required information is received and ownership details are confirmed.
Once payment is approved, the damaged vehicle becomes Najmaa’s property (salvage) and protection for that vehicle ends.
If you have finance on the vehicle, we’ll liaise directly with your financier to confirm payout arrangements.
7. Are there situations where Najmaa will not consider a claim?
Yes. Common examples include unlawful or reckless use (e.g., unlicensed or impaired driving), commercial use, wear and tear, mechanical or electrical failure, and other exclusions in the PDS. Please read the PDS for the full list.
8. Can I make a claim if someone else was driving my vehicle?
Yes, if the driver had your permission and met the conditions on your Protection Schedule. Age/driver Excesses may apply (see Question 3 above).
Najmaa will not provide support where the driver was unlicensed, under the influence of alcohol/drugs, or otherwise driving unlawfully. We may ask for details of the driver and the incident (and a copy of the driver’s licence).
9. Who decides if my claim is approved?
Najmaa considers each claim under our discretionary model. Claims are assessed on their facts, in the interests of the member community.
10. Does Najmaa provide replacement vehicles or roadside assistance?
No.
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