Well firstly, we’re sorry and we hope everyone’s ok.
If we determine your car to be a total loss we’ll settle your claim by a total loss payment for your car’s market value, unless we settled your claim under the New for Old optional extra. We’ll work out the market value as at the date the incident occurred, but as if the loss or damage you’re claiming for hadn’t occurred.
For more information on total loss payments, please see page 6 of our Comprehensive Car Insurance Premium, Excess & Claims Guide.
You can also read our Total Loss FAQ to answer any questions you may have.
New for Old
When you’ve taken out this optional extra and your car’s determined by us to be a total loss, we’ll replace it with a brand new car of the same make and model (provided your car is less than three (3) years old at the start of your latest period of cover), including similar options, accessories and modifications, if it’s available within 90 days of us deciding your car is a total loss. If it’s not possible for us to supply you with the same make and model within 90 days of deciding your car is a total loss, we’ll supply you with a new car that is the nearest similar available make and model to your car.
In any case, a car is a write-off if it’s been damaged and isn't safe or economical to repair. We’ll also declare it a write-off if it’s been stolen and not recovered after 14 days of reporting its theft to us, so long as your claim is in order.
For more information on the New for Old option please see page 11 of your product disclosure statement.