Claims made simple
We’re here to guide you through making a claim
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.
Arrange a tow
If your vehicle isn’t safe to move, you can arrange towing with a provider of your choice or view towing providers in your state.
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
Your claim is considered in line with Najmaa’s discretionary model and the circumstances of the incident.
Claim Outcome & Support
- If the Board decides to provide support, we’ll arrange repairs or other assistance as soon as possible.
- If support isn’t provided, we’ll explain the outcome and outline any next steps.
How Najmaa claims are different
Najmaa operates on a discretionary basis and is not insurance.
When you make a claim, it is treated as a request for support. Claims are considered based on the circumstances of the incident.
The Board may decide whether support will be provided and, if so, the amount or form of that support. Support may be provided in full, in part, or not at all
Access to a Nationwide Network of Repairers
Wherever you are, you’ll have access to Najmaa’s network of approved repairers across the country – providing fast support, quality workmanship, and peace of mind knowing your car is in safe hands. To maintain this level of service, repairs are managed through our approved repair network. In regions where a network repairer isn’t available, Najmaa will select and arrange the most suitable repairer to ensure your vehicle is repaired to our quality and safety standards.
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. You can lodge your claim easily by tapping ‘Make a Claim’ on the Najmaa Portal or call us on 1300 479 207.
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?
If Najmaa agrees to provide discretionary support for your Claim, you will need to pay the applicable excess shown on your Certificate of Protection. Depending on the circumstances, more than one excess may apply (for example, for younger, inexperienced or unlisted drivers).
Your excess is generally payable before repairs are authorised or when collecting your Vehicle, as advised by Najmaa.
4. Can I choose my own repairer?
No. If support for repairs is approved, Najmaa will arrange repairs through its Approved Repairer Network. Repairs arranged by you or on your behalf will not be reimbursed. If an approved repairer is not reasonably available, Najmaa may arrange another suitable repairer.
5. Do you guarantee repairs?
Repairs arranged through Najmaa’s Approved Repairer Network are backed by a 3-year warranty against defects in workmanship from the date repairs are completed. Any parts fitted may also be covered by the supplier’s or manufacturer’s warranty. Najmaa does not provide a separate warranty for parts or extend any manufacturer warranty.
6. What happens if my vehicle is a total loss?
If Najmaa agrees to provide support and your vehicle is assessed as a total loss, Najmaa may approve a discretionary payment having regard to the Agreed Protection Value shown on your Certificate of Protection.
A vehicle may be treated as a total loss where it cannot be safely repaired, the repair costs are uneconomical, or the vehicle is stolen and not recovered within a reasonable period. Any approved amount may be reduced by applicable excesses, unpaid contributions or outstanding finance amounts.
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 Product Disclosure Statement.
8. Can I make a claim if someone else was driving my vehicle?
Yes, you may still make a Claim if someone else was driving your vehicle, provided they were legally authorised to drive it and no exclusions apply. Additional excesses may apply depending on the driver’s age, experience or whether they were listed on your Certificate of Protection.
9. Who decides if my claim is approved?
All claims are considered under Najmaa’s discretionary model. The Board (or its delegate) has discretion to approve, reduce, or decline support.
10. Do you provide replacement vehicles or roadside assistance?
No. Najmaa does not provide hire cars or roadside assistance.
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