How Do I Proceed with This Insurance Claim? Didn't Get Address

I was hit by a Driver on my way to work. Was driving in the far left lane in a school zone and a driver on the other side of the road came out of a side street turning right, crossed all four lanes and hit me. I thought they were going into the lane to the right of me, but no, straight into me. Fairly black and white.

Paint diagram because it's OzB

They then proceeded to drive in front of me, wave at me and do the prayer/thank you gesture. I am waiting for them to pull over but they keep driving so I follow. A good five minutes of following them, beeping and gesturing to pull over I got them at a red light and they pulled into a carpark. A 70 year old lady gets out and says sorry, didn't think she hit me, she is shaking from the panic etc. I'm polite, say these things happen and insurance will sort it out. I note that she is driving a rental car and take photos of the car's plate, damage, name of rental company and her drivers licence for good measure.

In the chaos of it all I didn't get her phone number or address which I didn't realise that on a QLD licence is only on the back of the card.

I call up my insurance company (comp) and tell them what happened, I gave them the photo's, licence and plate details etc. They said that until I have the address of the other driver I'm liable for the excess. I asked if they can pull it from the licence number or use the rental company as the address since the claim will be going through them. They said no.

I called the rental company let them know what happened and asked them for the address of the other party. They said they can't provide due to privacy (fair enough) and told me that they were due to return the car the next day but no claim had been made with them yet. I asked to pass along my contact details when they dropped off the car. They were happy to do so.

They also provided me the email address of the claims team which both myself and insurance company have emailed but had no response. I know they are looking at the emails as I tested another email address with a general enquiry and they responded within 10min.

Why would they be ignoring me and the insurance company? There is no phone line to call only an email. I only need them to acknowledge receipt of the claim and my insurance company will waive the excess and let me fix my car.

Should I send a letter of demand to the rental company? Should I tell the police the lady did not stop and ask them to run the licence for an address?

Comments

  • So they are due to return the car tomorrow or yesterday (the next day) and your sending letters of demand?

    You should always tell the cops ASAP.

    • They retuned it a few days ago - I just don't know why they won't acknowledge it.

      I wasn't sure if it was a hit and run because I got her to pull over, she seemed genuine that she did not realise she actually hit me, maybe I am being too trusting.

      • +14

        If she didn't realise she hit you, she really shouldn't be on the roads …

      • If there is damage to your car there's no way she could not know she hit you.

      • She is a Queenslander in NSW? Has a rental car and Greater Brisbane went into lockdown…

      • They retuned it a few days ago - I just don't know why they won't acknowledge it.

        Do you know how much power they made OP?

  • +1

    There's a lot of stresses and emotions going on during and after a crash. What seems very logical now, can easily be forgotten when an incident occurs. I know of some that have forgotten to obtain number plates of other vehicles!

    Seems kind of odd for your insurance to be needing the address of the other driver. I'm not sure if rules change state to state though, but I would've thought a decent process would be for your insurance to go after the rental, and then the rental go after the driver. What happens if the details the driver provides to you are false? Registered owners of the vehicle is a given.

    I expect the Police would be bound by privacy too so you wouldn't be able to get the address from them, but rather they may contact the other driver and ask they contact you.

    • That's what I thought - They will go after the rental company as they have insurance for all driver who rent from them. It's just that the one email address they give (without a number to call) they are ignoring. My mind is just racing thinking she has made up some story and now they are going to blame this on me.

  • You can probably report it to NSW police - eg close enough to https://www.police.nsw.gov.au/safety_and_prevention/safe_and…

  • +1

    Why lie to the police? The fact is she did stop - even though it's highly unlikely she would have if your car was disabled and you couldn't pursue her. The grey area is she didn't stop at the scene. Go to the police and explain the true story to them if you feel you need to. Hit and run is a serious offense, you can be imprisoned for a year for it. It appears she would defend herself with the 'mistaken' belief that she hadn't collided with your car.

    Anyhow, did you try looking on the whitepages using her name? Obvious I know, but perhaps you overlooked it. Being 70, she'd probably still have a landline.

  • +5

    Fairly black and white.

    Paint diagram because it's OzB

    I'm actually impressed by your use of colour so I'm a tad confused

  • What kind of a sad excuse of an insurance company is this? I need to know so I never give them my money.

    • +2

      I think it is fairly common for insurers to require the name and address of the other party. Check your current PDS, you may find the same applies to you.

  • I wonder, if you have the rental company's address is this considered adequate as they are the one that owns the car?
    If they're refusing to release the driver's information then that should be your insurance company's job to go in there and request them.

    • I asked that exact things and they said no it's not good enough. They have been trying to get a hold of the claims team but nothing yet.

  • Must be AAMI.

  • +8

    Wife got hit by someone last year, and same thing happened, she got photos of the other car and drivers license, but only the front, so didn't get the address. Next day she went to the local police station, nicely explained the situation (showed the photos to prove the other driver willingly gave their details), and the police officer was kind enough to write down their address. Worth trying your luck.

    • The insurance company said that they have started the process of getting the address details from the QLD government but will take 3 weeks. If I don't hear from the insurance company tomorrow I'll give the station a go. Good advice.

  • +2

    Sounds like the old biddy should proceed to the nearest licence shredder post haste.

  • -1

    A 70 year old lady

    How did you know this and not have all her driver’s license details 🤔

    Perhaps the police can do a reverse look up to get the address details to be given to your insurer…

    • +2

      D.O.B. on the front of the licence?

      • +1

        Yea, QLD licence has all info on the front apart from the address.

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