Hit at a Sydney Toll Booth or Tunnel: What to Do
If you are hit at a Sydney toll booth or inside a tunnel, you cannot pull over and swap details. The usual advice does not apply. Instead, you keep moving to a safe exit, then build your claim from camera footage, incident numbers and police reports.
This guide explains exactly what to do in the first minutes and hours after a tunnel or toll plaza crash, how to get the other driver's details when you never spoke to them, and how to secure a like-for-like replacement car while your prestige vehicle is assessed.
Key takeaways
- Do not stop in a tunnel or toll booth unless it is an emergency; keep moving to a safe exit.
- Get the incident number from the tunnel operator as soon as possible to access camera footage.
- Report the crash to police, especially if the other driver failed to stop.
- You can claim a like-for-like replacement car even without the other driver's details, using the incident number and police report.
- Act quickly: camera footage is often kept for only 30 days and witnesses disappear.
- Why tunnel and toll crashes are different
- What to do when you cannot stop
- Getting the incident number from the tunnel operator
- Reporting to police after a tunnel crash
- Starting the claim without the other driver's details
- Getting a like-for-like replacement car
- Delivery while your car is assessed
- What if liability is disputed
- The first 24 hours matter most
Why tunnel and toll crashes are different
Sydney's tunnels and toll plazas are no-stopping zones. The Sydney Harbour Tunnel, the Eastern Distributor, the M8, the NorthConnex and the Lane Cove Tunnel all have strict rules against stopping except in an emergency. Toll plazas on the M2, M7 and M5 are similarly controlled. If you stop to exchange details, you risk a fine, a secondary collision and a very angry queue behind you.
Instead, the law expects you to keep moving to a safe place. That means the usual evidence you would collect at the roadside, such as the other driver's licence, registration and insurer, is often unavailable. Your claim has to be built from other sources: tunnel cameras, toll point cameras, incident reports and witness statements.
This changes everything about how you handle the claim. You cannot rely on a friendly exchange. You must be organised, fast and precise. The good news is that tunnel operators have extensive camera coverage, and police treat tunnel crashes seriously. With the right steps, you can still get a like-for-like replacement car and have your repairs covered.
What to do when you cannot stop
Your first priority is safety. Do not stop in the tunnel or at the toll booth unless your car is undriveable or someone is injured. Put your hazard lights on immediately and continue to the nearest exit or safe pull-off area. In the Harbour Tunnel, that means exiting at either end. On the M8, look for the next emergency bay or exit ramp.
Once you are safely off the road, do the following:
- Check yourself and your passengers for injuries. Call 000 if anyone is hurt.
- Call the tunnel operator or toll road control room. Their number is usually on a sign inside the tunnel or on your toll account app. Tell them what happened and where.
- Ask for the incident number. This is critical. It links your crash to the camera footage.
- Take photos of your car and the damage, even if the other car is gone.
- Write down everything you remember: time, lane, the other car's colour, make, model, and any part of the registration you saw.
- If there were witnesses, ask for their contact details. They may have stopped at the same exit.
Do not admit fault. Even a casual "sorry" can be used against you. Stick to the facts.
Age limits are set per car. Drivers under 25 can hire most cars with Young Driver Cover; the exact terms are shown before you pay.
Getting the incident number from the tunnel operator
The incident number is the key that unlocks camera footage. Without it, your claim becomes a matter of he-said-she-said. With it, the tunnel operator can retrieve the footage and confirm what happened.
Call the operator as soon as you are safe. For the Sydney Harbour Tunnel and Eastern Distributor, that is Transurban. For the M8, M5 and M2, it is also Transurban. For the NorthConnex, it is again Transurban. For the Lane Cove Tunnel, it is Transurban. Have your toll account number or e-tag number ready if you have one. If you do not, give them your registration number and the approximate time.
Ask specifically for the incident number and the case reference. Write it down. Then ask how long they retain footage. Most operators keep it for a limited period, often 30 days. You need to act quickly.
If you cannot get through on the phone, use the operator's website or app to report the incident. Keep a screenshot of the confirmation. This is your proof that you tried.
Once you have the incident number, you can pass it to your insurer and to the police. It is the single most important piece of evidence you will have.
Not at fault? Start your claim
A like-for-like replacement car while yours is repaired. No cost to you when the other driver is at fault.
Start my claimReporting to police after a tunnel crash
In New South Wales, you must report a crash to police if anyone was injured, if the other driver failed to stop, or if there was significant property damage. In a tunnel, the other driver often does not stop, so you should report it.
You can report online via the NSW Police Force Community Portal for non-emergency crashes. If someone is injured or the scene is dangerous, call 000. For a non-injury crash where the other driver left, call the Police Assistance Line on 131 444.
When you report, have your incident number from the tunnel operator, your registration, the time, location, and any details of the other car. The police will give you a report number, often called a COPS number or event number. Keep it safe.
This police report is powerful evidence for your insurer and for any credit hire claim. It shows you did the right thing and that the other driver may have broken the law by failing to stop.
If the police attend the scene, they will take statements and may direct traffic. Cooperate fully. Ask for the officer's name and badge number if you can.
Starting the claim without the other driver's details
You can start your claim even if you never got the other driver's name. The process is different, but it is doable.
First, notify your own insurer. Tell them it was a not-at-fault crash and that the other driver failed to stop. Provide your incident number, police report number, and any photos or witness details. Your insurer may cover your repairs under your policy, but you may lose your no-claim bonus unless you can prove the other driver was at fault.
Second, consider a credit hire or not-at-fault claim directly against the other driver's insurer. If you can identify the other vehicle through camera footage or the police report, your claim can proceed against their insurer. This is where a specialist like Prestige Replacement Car can help.
Third, gather all evidence. This includes:
- Tunnel incident number
- Police report number
- Photos of your damage
- Witness statements
- Your own dashcam footage if you have one
- Any repair quotes or assessment reports
Bookings for replacement cars are fulfilled by Drive Tribe (drivetribe.com.au), the trading name of Australian Business Holdings Pty Ltd, and this site is part of that group. If you need a replacement car, you can start the process online at https://drivetribe.com.au/accident-replacement-car-sydney/.
Getting a like-for-like replacement car
If your prestige car is in the shop, you are entitled to a like-for-like replacement. That means a car of similar make, model, age and condition. For a Porsche Taycan, you should get a comparable performance electric car, not a base model hatchback.
The principle comes from the NSW Court of Appeal decision in Arsalan v Rixon, which confirmed that a not-at-fault driver can recover the cost of hiring a replacement vehicle that is equivalent to their own. Insurers often try to push you into a cheaper car, but you can push back.
At Prestige Replacement Car, we specialise in sourcing prestige and performance cars for not-at-fault claims. We work with trusted, experienced hosts who provide vehicles that match your own. Whether you drive a BMW M3, a Mercedes-Benz S-Class or an electric prestige car, we can find a replacement that keeps you on the road in the style you are used to.
Here are some examples of cars that might be available:
Porsche Taycan Turbo
Experience the thrilling future of performance with the 2021 Porsche Taycan Turbo S. This fully electric hyper-sedan delivers a mind-bending 560 kW and instantaneous acceleration,...
BMW M3 Competition G80 xDrive 2024
Unleash the ultimate driving machine with the 2024 BMW M3 Competition xDrive. Powered by a relentless 3.0L Twin-Turbo inline-six engine producing an incredible 390 kW, this...
Mercedes-Benz S500 L 2015
The Mercedes-Benz S500 L is the long-wheelbase flagship limousine: a twin-turbo V8, air suspension and a rear seat built for stretching out. For a wedding, a milestone or simply...
These are just a few of the cars in our network. The rate, bond and any fees are shown on the car's page before you pay. You can also read more about how like-for-like works on our Like-for-Like Replacement Cars page.
Delivery while your car is assessed
Once your claim is underway, you need a replacement car quickly. Your own car may be at a smash repairer in Alexandria, Artarmon or Parramatta. You do not want to be without wheels for weeks.
We can deliver a replacement car to you, often within 24 to 48 hours of approval. Delivery is available across Sydney, including to your home, your workplace or the repairer. This means you can keep working, keep school runs going and keep your life moving.
While your car is being assessed, the repairer will determine the extent of the damage. If it is a write-off, your claim may shift to a cash settlement. If it is repairable, you will need a car for the duration of the repairs. Prestige car repairs can take longer than average because parts may need to be ordered from overseas. Our guide to repair times explains more.
We handle the paperwork with the insurer or the at-fault driver's insurer. You just need to provide your details and the incident number. We will keep you updated.
What if liability is disputed
Sometimes the other driver's insurer will dispute liability. They may claim you caused the crash or that their driver was not at fault. This is common when the other driver failed to stop and there is no direct evidence.
If liability is disputed, do not panic. Your incident number and police report are your best tools. They show the time, location and circumstances. Camera footage from the tunnel can be decisive. If the insurer still refuses, you may need to escalate.
We work with solicitors and brokers who specialise in these disputes. They can review your evidence and advise on the next steps. You can also read our insurer disputes guide for more detail.
In some cases, your own insurer will cover the repairs and then seek recovery from the other insurer. This is called subrogation. It can be faster, but you may need to pay your excess upfront. The bond for a replacement car equals the excess you choose, and paying by card carries a small surcharge while bank transfer and cash on the rental do not.
If you are a fleet manager, you can find more information on our business and fleet page.
The first 24 hours matter most
The actions you take in the first 24 hours after a tunnel or toll crash can make or break your claim. The sooner you get the incident number, report to police and notify your insurer, the better. Camera footage is retained for a limited time, and witnesses move on.
Start by securing your safety and the safety of your passengers. Then gather evidence. Then start the claim. If you need a replacement car, start that process early too. The sooner you apply, the sooner you can be back on the road.
For a step-by-step guide to the first 24 hours, see https://drivetribe.com.au/what-to-do-in-the-first-24-hours-after-a-not-at-fault-accident-in-sydney/.
Remember, you are not alone. Prestige Replacement Car is here to help you navigate the process and get you into a like-for-like replacement car. Bookings are fulfilled by Drive Tribe (drivetribe.com.au), the trading name of Australian Business Holdings Pty Ltd, and this site is part of that group.
If you are ready to book, you can check availability at https://drivetribe.com.au/.
Questions people ask
Can I stop in a tunnel after a crash?
How do I get the other driver's details?
Will the tunnel cameras help my claim?
What if I didn't get the other driver's registration?
How long does it take to get a replacement car after a tunnel crash?
Do I need to pay for the replacement car upfront?
Injured in the accident?
A replacement car covers the car. For legal advice about an injury, speak to Jameson Law, the most trusted personal injury firm in NSW (motor vehicle accident claims) on (02) 8806 0866.
Ready when you are
Start the claim online in five short steps, or call 0468 011 118. Replacement hires are arranged and fulfilled by Drive Tribe, the trading name of Australian Business Holdings Pty Ltd.
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