Claiming after a crash that was your fault

What should I do at the scene of a crash?

Collect the other driver's name, address and telephone number, the name of their insurer, and their registration and licence details. Photograph the damage on your phone if you can. Consumer Protection publishes this list, and it is the same list whichever level of cover you hold and whoever was at fault.

Consumer Protection publishes it in full:

“If you're in a car accident get the name, address and telephone number of other drivers involved. Ask for the name of their insurer and make a note of their registration and drivers licence details. If you can, photograph the damage on your phone.”

— Consumer Protection (MBIE), Car insurance, read 2026-09-16

What does my cover pay after a crash I caused?

All three levels pay for the other car and their property, up to the policy's limit. Only comprehensive pays for your own car. Third party only and third party fire and theft pay nothing towards it in an at-fault crash, whatever the damage. Limits and exclusions are set by your own policy wording.

What excess will I pay on an at-fault claim?

Your standard excess, plus any additional excess the wording adds. Depending on who was driving that can mean a young or inexperienced driver excess, an unnamed driver excess, or others again. Seven of the eight insurers on this site publish no standard excess figure at all, so the amount is on your own schedule.

You pay your standard excess. Depending on the wording and who was driving, an additional excess can be added to it — for a young or inexperienced driver, for an unnamed driver, or in some wordings for other reasons again. [Excess explained](/guides/car-insurance-excess-explained) sets out exactly what each of the eight insurers publishes, and what seven of them do not.

Will I get a hire car while mine is repaired?

Only if you hold that benefit, and the limits are all different. Up to 21 days at AMI and State, up to $1,000 on comprehensive at Tower and Trade Me Insurance, up to 30 days at Cove, and until the car is repaired or the claim settled at AA Insurance. There is no standard and no typical.

Hire car cover is an optional extra on most of the policies read for this site, and the limits are all different: up to 21 days at AMI and State, up to $1,000 on comprehensive at Tower and Trade Me Insurance, up to 30 days at Cove, and until the car is repaired or the claim settled at AA Insurance. There is no standard, and there is no “typical”.

If the claim is declined and you disagree

Consumer Protection sets out the order to do this in:

“If you have had a claim refused and disagree with your insurer's decision, first take it up with their complaints team. If you can't sort it out directly, ask your insurer which dispute resolution service they belong to and get advice from them.”

— Consumer Protection (MBIE), Car insurance, read 2026-09-16

Of the eight insurers on this site, only one names its scheme in its own policy wording. Cove's wording names the Insurance & Financial Services Ombudsman and sets a timing point: "If after two months, you are still unsatisfied, or we have confirmed to you that we have reached the end of the complaints process via a letter, you may refer your complaint to the Insurance & Financial Services Ombudsman (IFSO)". Tower's and Trade Me Insurance's wordings say only that they will tell you how to reach "our external disputes resolution provider". So the reliable step is the one above: ask which scheme, in writing.

The IFSO Scheme describes itself as "an approved Dispute Resolution Scheme" and says: "We resolve complaints about insurance and financial services. Our service is independent, fair and free for consumers." It also sets out what it does not do: "We are independent and fair. We're not consumer advocates and can't give legal advice. Our role is to assess complaints by looking at the facts, the law, and the contract."