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Accident Management Service FAQs

Frequently Asked Questions about the Accident Management Service for Protecta Insurance New Zealand Limited's Car Insurance. If you have a query that isn't answered here, or if you'd like more information about any of these topics, please contact us and we'll be happy to answer your questions.

Q. What Is The Accident Management Service?

A. When you claim on “Full Cover” comprehensive motor vehicle insurance from us you can also receive the benefits of our Accident Management Service.

This unique service gives you the ease and convenience of:

  1. Pick-up/delivery available on request, from your home or office
  2. Courtesy vehicle while your vehicle is being repaired
  3. Priority repairs to minimise time-off-the-road
  4. Repairs guaranteed for the life of the vehicle
  5. Valet at completion

Q. What Happens If I Have An Accident Outside Normal Business Hours?

A. Our response outside normal business hours is focused on road-side emergency accident assistance including towing to the nearest secure over-night storage or Accident Management Service provider.

Follow up actions including responses to general enquires will be responded to the next business day.

The facilities for repair quoting, claims follow up, assessing & courtesy vehicles are available during normal business hours which are Monday to Friday 8am to 5pm excluding public holidays.

Q. What Happens If My Vehicle Is Not Driveable Following An Accident?

A. Protecta Insurance will pay for the vehicle to be towed to an approved secure over-night storage facility or directly to an Accident Management Service provider where the vehicle is not driveable.

Q. When Do I Get My Courtesy Car?

A. You will receive your courtesy vehicle when Protecta Insurance approves your claim for repair.

If your vehicle is a total loss, your claim is declined or withdrawn, you will not be eligible for a courtesy vehicle.

Q. What Type Of Courtesy Vehicle Should I Expected To Receive As A Replacement While My Own Vehicle Is Being Repaired?

A. You will receive priority access to a courtesy vehicle to minimise delays. if you require a specific type of vehicle such as a van or large passenger vehicle we will do our best to accommodate your request subject to availability

Please note:

  1. Courtesy vehicles are not brand new
  2. If your vehicle is a total loss, your claim is declined or withdrawn, you will not be eligible for a courtesy vehicle
  3. Accident Management Service expects to be able to provide you with access to a courtesy vehicle where you will not be charged a loan hire fee. If there are any unique locations where this is not possible, you will be advised of the options available.

Q. Do I Get A Courtesy Vehicle If My Vehicle Is A Total Loss?

A. If your vehicle is a total loss you will not be eligible for a courtesy vehicle.

If you have already been provided with a courtesy vehicle, then you will need to return it immediately to the Accident Management Service provider.

Q. Are You Able To Help With Pick-Up / Delivery Of My Vehicle From My Home Or My Work?

A. Pick-up and delivery is available on request and our Accident Management team will make the necessary arrangements.

If for any reason pick-up & delivery is not possible, you will be advised of the options available.

Q. Are There Limits To How Far I Can Drive The Courtesy Vehicle I.E. Can I Take It On A Holiday That Was Planned Before The Accident?

A. The use of the courtesy vehicle is limited to travel within the town/city limits for the use of going to and from work, school, sports etc.

Q. How Long Do I Get To Keep The Courtesy Vehicle?

A. You will have the use of the courtesy vehicle from the time you obtain the courtesy vehicle until repairs are completed.

Q. Who Do I Contact If I Have An Accident In The Courtesy Vehicle Or It Is Stolen Or Damaged?

A. You should contact Protecta Insurance as soon as possible with the details of what has happened.

Q. Do I Need To Pay A Deposit Before I Collect The Courtesy Vehicle?

A. No deposit is required.

Q. What Are The Licence Restrictions To Use A Courtesy Vehicle?

A. You must have a valid full NZ drivers licence.

Q. Does My Claim Need To Be Accepted For Me To Be Entitled To A Courtesy Vehicle?

A. Yes – the courtesy vehicle will only be provided to you after Protecta Insurance has approved your claim as a repair. Courtesy vehicles will not be provided where your vehicle is a total loss, your claim is declined or withdrawn.

Q. What Happens If I Want To Use My Own Panel Beater?

A. You are free to use a repairer of your choose, however we will not be able to assist you with the various benefits offered by our Accident Management Service:

  1. Pick-up/delivery available on request, from your home or office
  2. Courtesy vehicle while your vehicle is being repaired
  3. Priority repairs to minimise time-off-the-road
  4. Repairs guaranteed for the life of the vehicle
  5. Valet at completion

Q. I Am A Business User And Need To Travel Around The Country Attending To Appointments – Can I Use The Courtesy Car For This Purpose?

A. There will be limitations to the use of the courtesy vehicle including distances that you can travel which the panel beater providing the courtesy vehicle will advise.

We would recommend that you check with Protecta Insurance at the time of lodging the claim to see what cover you have. Alternatively you can organise a rental car for your travel which would be at your own expense.

Q. What Condition Should I Return The Courtesy Car In?

A. You should return it in a reasonably clean and tidy state with the same level fuel it was supplied with.

Q. What Standard Of Valet Will My Vehicle Receive At The Completion Of Repairs?

A. A good standard of cleaning on the repaired vehicle's interior & exterior will be provided including: full vacuum of carpets, seats & interior, full interior de-dust of hard surfaces, full exterior wash & dry.

Cleaning does NOT include full interior shampoo, de-odorising, or exterior cut/polish/wax.

Q. What Happens If I Am Not Happy With The Service Provided By A Panel Beater That You Directed Me To Use?

A. If you are not happy with the service or workmanship received, please talk to Protecta Insurance in the first instance. We will liaise with the repairer and attempt to resolve the matter to your satisfaction.