Past car insurance policy information

Please contact our customer service teams:

• Call: 1300 885 996 for claims
• Call: 1300 858 747 for anything else
• Email: customercare@autogeneral.com.au

Our team will try to resolve your complaint immediately and will provide you with a unique reference number. 

We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable).  

If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review. 

Our Customer Disputes Resolution Team will work together with you to try and resolve your complaint within 30 calendar days. However, if we know you’re experiencing financial hardship we will give you our decision within 21 calendar days.  

We will keep you informed of our progress at least every 10 business days. 

We will always give you a written response to your complaint when it’s in relation to:  

• A request from you for a written response  
• A declined claim  
  
• The value of a claim  
• Financial hardship, and  
• Any other complaint we have not been able to resolve with you within 5 business days  
  

Our aim is to resolve complaints within 30 days. If we are unable to finalise your complaint within this time, we will:

• Let you know the reasons for the delay in writing within the 30 calendar days 

• Provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA)
  

Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.

• Call: 1800 931 678 (free call)
• Email: info@afca.org.au
• Website: www.afca.org.au
• Mail: GPO BOX 3, Melbourne VIC 3001

AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA’s decisions are binding which means that even if they aren’t in our favour, we must accept them. You have 2 years from when we make a decision on your complaint to take your complaint to AFCA.

Auto & General (our insurance underwriter) subscribe to the General Insurance Code of Practice. Please refer to codeofpractice.com.au for further information.
 

Our comprehensive car insurance covers damage to your personal belongings - known as personal effects - resulting from a collision involving your car. This includes child car seats or baby restraints (limits apply).

See the Product Disclosure Statement for full details.

Please note, our car insurance policies do not cover you for theft of personal items left in your car.

Still need help with your car insurance?

Make a claim (+61) 1300 885 996

Contact customer support (+61) 1300 858 747

If you are covered by an Australia Post car insurance policy and you have a car accident, we're here to help.

Move yourself and any passengers to a safe place, especially if you're on a busy road.

Call 000 if anyone has been hurt, the road is blocked, or if the other party refuses to stop or exchange details.

If safe to do so, take photos of the accident scene.

Write down the following details about the other party or parties involved:

• name
• phone number
• vehicle registration
• address
• licence number
• insurance details
• statement of what happened

If there are any witnesses, ask for their name, address and phone number as well.

Call our Claims Team on 1300 885 996. We'll help you get a tow truck if your car can't be driven, find alternative transport to get you home safely, and start the claims process so you can be back on the road quickly.

Always refer to the Product Disclosure Statement for full details of the cover available.

Please check the Product Disclosure Statement for full details of our car insurance policies and the permitted uses.

Please note, we do not offer cover for commercial vehicles.

Adding an extra driver is easy - just log in to the online policy manager or call 1300 858 747 and provide the following details:

• Full name
• Date of birth
• If they own another car
• Licence details
• Any motor insurance claims they've made in the last 5 years
• Any car accidents or losses where no claim was made in the last 5 years
• If an insurance company has cancelled or refused to renew their insurance in the last 5 years
• If they've had any alcohol or drug-related driving charges, or dangerous driving charges made against them in the last 3 years
• If they've reached the maximum demerit points on their licence in the last 3 years
• If they've been under a licence suspension, cancellation or restriction in the last 5 years
• If they've been convicted of a criminal offence. Visit the Office of the Australian Information Commissioner website for a list of the offences you don't need to advise third parties about. You can also refer to the Federal Privacy Commissioner's Guidelines on Spent Convictions information.

Please note: Adding a new driver may change your premium.

Australia Post ceased offering insurance through Auto & General from 30 October 2020. However, existing Australia Post policyholders have remained insured through Auto & General.

Auto & General will no longer be providing insurance under the Australia Post brand for Australia Post Home/Contents and/or Car Insurance policies that are renewed after 27 April 2021.

Instead, for continued insurance cover, policyholders will be offered a Budget Direct policy upon renewal, which is also underwritten by Auto & General.

For more information or to discuss your insurance needs, please contact Budget Direct (underwritten by Auto & General) on 1300 306 560, from 8am - 10.30pm Monday to Friday, and 8am - 5pm Saturdays (AEST).

No. You will need to either accept the Budget Direct offer or take out a policy with another insurer.

You can lodge a claim or discuss an existing claim by calling Auto & General on 1300 885 996 from 8am - 10.30pm Monday to Friday, and 8am - 5pm Saturdays (AEST).

It's a discount applied to reduce your premium that's calculated on your years of driving experience and claims record. As you gain more years of claim-free driving you receive a discount from the full-priced premium until it reaches a maximum discount (also known as Rating 1). This is because we believe you’re less likely to make a claim than a less experienced driver or a driver with a poor driving record. Full details on how your No Claims Discount works is available in our Car Insurance Premium, Excess and Discount Guide.

Our insurance is underwritten by Auto & General Insurance Company Limited (Auto & General), which is a member of the Insurance Council of Australia and a signatory to the General Insurance Code of Practice (the Code). By signing up to the Code, it promises to act in an open, honest and fair manner in all dealings with customers. Auto & General and Australia Post are committed to helping our customers better understand their rights when making claims, resolving a complaint, or experiencing financial hardship. General insurers’ compliance with the code is monitored and enforced by an independent body called the Code Governance Committee (CGC). Customers can report suspected breaches to the CGC, which then investigates and, if necessary, agrees with the insurer on corrective measures within set timeframes. Any failure to correct a breach can lead to CGC sanctions, which are binding on insurers. A copy of the code can be accessed by visiting codeofpractice.com.au.