Compass Claims FAQ’s

Please find outlined below some frequently asked questions. If you have any other questions or concerns then please don’t hesitate to contact us.


Is my data protected?

By speaking with us on the phone you agree for us to share your information with the other party and this included the insurance companies with whom they are insured to ensure no claims are fraudulent. All our calls are recorded so that we can rely on them in future if required. If you do not wish us to do this then please advise immediately.


What age does the driver have to be?

Please note you must be a minimum of 18 (21 on some vehicles, 25 on all prestige vehicles) years of age to rent a vehicle from us. If younger than this is there someone else who can rent it? Some of our prestige vehicles carry a minimum age requirement of 30. Please ask your representative for more information.


Who can drive the vehicle?

If you meet the age criteria then as long as you hold a valid driving licence (in English) then you can drive our vehicles PROVIDING you have signed the rental agreement. If an additional driver wishes to drive the vehicle then they must contact our branch to arrange for this paperwork to be signed. If the additional driver doesn’t sign this then they are not insured.


What if my vehicle is a total loss?

If your car is a total loss you must inform us immediately upon receiving an offer from the insurance company or your cheque. Failure to do so will deem you liable for any days we are unable to claim. The maximum period this can be is usually 14 days unless in exceptional circumstances. The moment you receive the cheque is the same day you must hand the vehicle back.


How long can I keep the car?

Generally you can have the rental vehicle for the length of time the estimate says it will take for the car to be repaired. If the repairs go over this time then we are only able to extend this time if you repairer provides us reasons as to why it has taken longer. We may need your help in getting this information.


What Kind of Vehicle will I receive?

We try and place you back in a vehicle similar to the one you have come out of. This depends on certain circumstances including availability of our vehicles and the age of your vehicle. Prestige vehicles over 8 years old are not eligible for a replacement prestige vehicle, but something from our standard range. At all times Compass and 1car1 reserve the right to choose the right vehicle suitable for your requirements. The at fault insurer may seek to challenge why you specifically needed a vehicle. Any extra information you can provide Compass in this regard will help. For example, “I need a prestige vehicle to visit clients” or, “I purchased a 4 x 4 vehicle because I have a large family.” If you do not have access to public transport or there are specific reasons that you purchased your own vehicle, please tell us. This will help speed up the recovery of the hire charges.


What if I’m having further repairs carried out on my vehicle?

If you are having further repairs on your vehicle then please let us know immediately. We can only legally recover for the repairs as a result of the damage. If we find this out at a later date we will have to charge you for extra days.


Do I have the right to shop around?

If you are not happy with rental vehicle being provided you do have the right to look at other companies as well. However, they may charge you up front for the rental and may take a bond as security. It may also not be a suitable vehicle for your requirements.


What if I use my Vehicles for business?

If your vehicle is registered for business then we will have to charge you the GST portion of the hire at the end. You can then recoup this on your BAS statement. Please provide your ABN in the space on the Mandate.


Is the vehicle free?

The vehicle is provided on a ‘credit hire basis’. ‘Credit hire’ means that we will provide the car to you on credit. You will not be required to provide security for the hire cost. You must give us card details to which we can charge any tolls/fines/excesses that may be applicable. Under the terms of the credit hire agreement (which you should read carefully), you still have a contractual liability for the charges. However, as it appears you are not responsible for the accident Compass will try to recover the credit hire cost of the hire vehicle from the at fault party. To enable Compass to do this you will need to co-operate with Compass. Our expectations of what cooperation is required of you are set out in the Mandate. You should read this document carefully and speak to us about anything that needs clarification before you sign it.


What documents are required?

Different insurance companies require us to produce documents to ensure we can recover the money on your behalf. On occasion we may not have these documents before you go into a vehicle. If this is the case and you do not provide them before we invoice the insurance company then you are liable for the cost of the hire.


Liability, charges and right to have a vehicle?

At all times we attempt to confirm liability with the other party, or their insurer. However, given that disputes do sometimes occur we do rely heavily on your version of the accident. If you have witnesses that is even better. If at a later stage we find that you did not tell us the whole story or misled us then we are entitled to charge you under the terms of the mandate. Please note if you are found to have a fraudulent claim and we become aware of this then we will charge you immediately for the claim.


What are my obligations?

On over 90% of occasions insurance companies co-operate with us and we will have no problem with the payment of your rental bill. However, certain insurance companies make it their modus operandi to make life as difficult as possible for you in the hope that it will deter you from using us again. They will substantially delay payment or make offers which are simply not good enough. As a result when this occurs we may have to take legal proceedings against the person responsible for the accident to stimulate them into paying us. We therefore ask (as part of the terms of our mandate) for your co-operation in this so we can be paid on your behalf. On the rare occasion this may include you having to come to court and provide evidence confirming you had a car from us.


How will I know when the insurance company has paid my hire?

We will send you an email advising you that the other side has paid the hire and that no liabilities are outstanding. This could take anything from 2 weeks after the end of your hire to 2 years. At any stage if you have not heard from us and would like an update please feel free to get in touch with us.


What should I do if I have a complaint?

We have a thorough complaints procedure and we ask that if you have a complaint put it in writing within 24 hours to customerservice@compassclaims.com.au. One of our customer service team will respond within 5 working days.


What if I’m asked to Sign a Release?

Occasionally insurance companies, or the other party will make you sign a release for the cost of your repairs. Under no circumstances are you to do this. Please liaise with Compass immediately.



By receiving the signed mandate and authority to act you acknowledge our terms and conditions and accept them unreservedly. We aim to make this process as simple as possible but for legal reasons please review our terms and conditions so that you are 100% comfortable. At any stage if you wish to discuss further we are happy to oblige on 1300 135 485.