Crash in a new car: first 24 hours and what it costs you
If you have been hit in a car you bought this year, the repair is only half the story. The other half is the resale hit that follows an accident record, even after a perfect repair, and the weeks or months you could spend without a car while parts are sourced.
What you do in the first 24 hours decides how much of that you protect. This guide walks you through the photos, the notifications, the replacement car question and the diminished value conversation, in plain English and with NSW specifics.
Key takeaways
- A new car can lose value after a not-at-fault crash even with a perfect repair, and that diminished value is claimable in NSW.
- Photograph everything at the scene before the tow truck arrives, including the odometer, documents and road conditions.
- Notify your dealer if the car is under warranty, and your insurer to lodge a not-at-fault claim, but do not give a recorded statement to the at-fault insurer.
- Like-for-like replacement means a similar make, model, age and prestige, not just any hire car.
- Parts delays for current-model prestige cars can stretch repairs to months, so arrange a credit hire replacement that lasts as long as the repair.
- Why a new car loses value even after a perfect repair
- What to photograph before the tow truck arrives
- Notifying your dealer and your insurer
- Getting a like-for-like replacement for a new car
- What happens if the repair takes months on a new model
- Parts availability for current-model prestige cars
- When to talk to your solicitor about diminished value
- First 24 hours checklist for a new car crash
- Where to go next
Why a new car loses value even after a perfect repair
A 2024 Range Rover Sport that has had a rear quarter panel replaced is not the same car on the used market as an identical one that has never been touched. It might drive the same. It might look the same. But when a buyer runs a history check and sees an accident record, the number they are willing to pay drops.
That drop is called diminished value. Insurers rarely volunteer it. Your policy with your own insurer generally covers the repair, not the resale gap. The at-fault driver's insurer is the one you look to for the difference, and in NSW the legal foundation for that claim comes from the decision in Arsalan v Rixon [2021] NSWCA 242, which confirmed that a plaintiff can recover the difference between the pre-accident value and the post-repair value of a damaged vehicle.
For a new car, the gap is usually larger than for an older one. A car that is six months old with 4,000 kilometres on it sits in a different market segment to a five-year-old car. Buyers expect near-new cars to be near-new. An accident record on a 2024 Porsche Macan GTS is a bigger deal than on a 2016 Commodore.
The size of the hit depends on the car, the damage and the buyer. A bumper scuff is not a structural repair. But a repair that involves cutting and welding, or replacing a panel that carries a factory stamp, will follow the car. If you are weighing up whether to pursue it, our not-at-fault explainer sets out the basics.
What to photograph before the tow truck arrives
You have maybe 20 minutes at the scene before a tow truck arrives and the cars are moved. Use them. Photos taken at the scene are the single most useful evidence for both the repair and any diminished value claim.
Here is what to capture, in order:
- The position of both cars before anything is moved. Wide shots from several angles, including one from each direction of travel.
- Close-ups of every damaged panel, including areas that look untouched. A scrape on the adjacent panel matters.
- The other driver's licence, rego label or plate, and their insurer if they have it. Photograph the documents, do not just write down numbers.
- The road surface, lane markings, give-way signs, traffic lights and any skid marks.
- The weather and light. If it is dusk on Parramatta Road at 5.30pm, that matters.
- Witnesses: name, phone number, and if they are willing, a short video statement.
If the car is driveable but something is rubbing or the steering is off, do not drive it. A tow is cheaper than a second repair. For more on that decision, see towing after an accident in Sydney.
One more thing: photograph the odometer. A low-kilometre reading supports the new-car argument. If your car has 3,200 kilometres on it, that photo is worth having.
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.
Notifying your dealer and your insurer
Two phone calls in the first day, and one of them is not the one people expect.
Call your dealer first if the car is new and under warranty. Not because the dealer will fix the accident damage, but because they can flag anything that affects warranty or future servicing. Some prestige brands also have specific repair requirements for structural work, and a dealer can tell you whether the repairer you are considering is approved for that work. If your car is a Genesis GV80 with the balance of a five-year warranty, you want that conversation on record.
Then call your insurer. Even if you are not at fault, your policy usually requires you to notify them. Tell them what happened, give them the other driver's details, and ask them to note the claim as not at fault. Do not accept a direction to use their repairer before you have had advice. You generally have the right to choose your own repairer in NSW, and for a new prestige car that choice matters. Our page on notifying your insurer when you are not at fault goes through the script.
What not to do: do not give a recorded statement to the at-fault insurer in the first 24 hours. You are not obliged to, and anything you say about speed, distraction or the state of the road can be used later. Refer them to your insurer or your solicitor.
If you need a replacement car while this is sorted, bookings are fulfilled by Drive Tribe (drivetribe.com.au), and this site is part of that group. You can see the Sydney fleet at drivetribe.com.au/accident-replacement-car-sydney.
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 claimGetting a like-for-like replacement for a new car
Like-for-like does not mean "a car". It means a car of similar make, model, age, condition and prestige. If your 2024 Porsche Macan GTS is in the panel shop for six weeks, a base Corolla is not like-for-like.
The principle comes from the same line of cases as diminished value. If you have lost the use of a prestige car through someone else's negligence, you are entitled to be put back in a similar position, and that can include the cost of hiring a comparable vehicle. Credit hire is the mechanism: a hire company provides the car on credit, and the at-fault insurer is pursued for the reasonable cost.
What "reasonable" means is where disputes happen. The at-fault insurer will often argue that a cheaper car would do. The answer is evidence: what you drive, what you use it for, and what a replacement actually costs. If you drive a Range Rover Sport because you have three kids and a boat, that is relevant. If you drive a Macan GTS because you do track days at Sydney Motorsport Park, that is relevant too.
For a new car, the replacement should also be new or near-new. A 2022 model with 60,000 kilometres is not a match for a 2024 car with 4,000. Our like-for-like guide explains how the match is assessed.
If your car is a current-model prestige SUV, these are the kind of vehicles that fit the bill:
Porsche Macan GTS 2024
The Porsche Macan GTS is the driver's Macan: a twin-turbo V6, lowered sports suspension and the sharpest steering in its class. It is a practical five-seat SUV that drives like a...
Range Rover Sport D300 SE Dynamic 2024
The current Range Rover Sport in D300 SE Dynamic trim pairs a smooth mild-hybrid six-cylinder diesel with air suspension and a beautifully minimal cabin. It is refined enough for...
Genesis GV80
The 2025 Genesis GV80 pairs a smooth 3.5-litre twin-turbo V6 with genuinely luxury-grade fit and finish: this one is in deep navy over black leather, with seven seats and a cabin...
What happens if the repair takes months on a new model
New-model repairs take longer. That is not a conspiracy, it is parts logistics. A 2024 model that has been on sale for 18 months may have panels and sensors that are not yet in the local supply chain. A rear quarter panel for a Range Rover Sport might come from the UK. A radar module for a Genesis GV80 might be on backorder.
In the meantime, your car sits at the repairer. The repairer cannot finish until the parts arrive. The insurer does not pay for a hire car indefinitely. This is where a credit hire arrangement earns its keep, because the hire continues while the repair continues, subject to the claim.
Three things to do:
- Ask the repairer for a written parts list and expected arrival dates. Get it in an email.
- Ask the insurer to confirm in writing that they accept liability for the hire while the parts are outstanding. If they will not, that is a signal to get advice.
- Keep a diary of every call, date and name. If the claim ends up in dispute, the diary is your evidence.
If the repair stretches past a few weeks, read how long prestige car repairs take in Sydney. It sets out realistic timeframes by brand and damage type.
Parts availability for current-model prestige cars
Parts supply is the hidden variable in every new-car claim. Here is a rough guide to what we see in Sydney.
| Brand / model type | Common wait for structural panels | Notes |
|---|---|---|
| Range Rover / Range Rover Sport | 4 to 10 weeks | Many panels ship from the UK; air suspension components can be slower. |
| Porsche Macan / Cayenne | 3 to 8 weeks | Porsche Australia holds some stock; GTS-specific trim can be slower. |
| Genesis GV80 | 2 to 6 weeks | Improving, but some electronic modules are backordered. |
| BMW M / Mercedes-AMG | 2 to 8 weeks | Depends on model age; new releases are worst. |
These are not promises, they are patterns. A repairer with a good parts network can sometimes halve the wait. Ask your repairer what they have on the shelf and what they have to order. If they cannot tell you, find another repairer.
One practical tip: if the car is driveable and safe, some owners choose to delay the repair until parts are confirmed. That keeps them mobile in their own car. It is not always possible, but it is worth asking.
When to talk to your solicitor about diminished value
Diminished value is not a claim you run through your own insurer. It is a claim against the at-fault driver, and in practice it is pursued through their insurer or in court. The amount is the difference between what your car was worth before the crash and what it is worth after the repair, with the accident history disclosed.
You do not need a solicitor for every fender bender. But you should get advice if:
- The car is less than two years old or has low kilometres.
- The repair involves structural work, a replaced panel with a factory stamp, or airbag deployment.
- The at-fault insurer has denied liability or is slow to respond.
- The car is a limited edition or a high-value model where the dollar gap is likely to be significant.
Timing matters. Evidence of value is easier to gather early. A pre-repair valuation from a licensed valuer, photos of the damage, and the repair invoice all help. If you wait a year, the trail is colder.
This is general information, not legal advice. Talk to your solicitor about your circumstances. If you are a solicitor or broker looking at referring clients, our partners and referrals page explains how we work with referrers.
First 24 hours checklist for a new car crash
Print this or save it to your phone. It is the short version of everything above.
- Make the scene safe. Hazards on, get out of traffic if you can.
- Call 000 if anyone is hurt. If not, call the police non-emergency line if the road is blocked or the other driver is uncooperative.
- Photograph everything before the cars are moved: positions, damage, documents, road, weather, witnesses.
- Exchange details. Name, address, licence, rego, insurer. Photograph the documents.
- Do not admit fault. Even "sorry" can be used later. Be polite, be brief.
- Arrange a tow if the car is not safe to drive. Use a tow you trust, not one that appears.
- Call your dealer if the car is new and under warranty.
- Call your insurer and lodge a not-at-fault notification.
- Do not give a recorded statement to the at-fault insurer.
- Arrange a replacement car if yours is off the road. Same-day options exist in Sydney.
- Start a diary. Every call, every name, every date.
If you need a car today, see same-day replacement car in Sydney. For the longer view, first 24 hours vs first week explains what can wait.
Where to go next
You have the first day covered. The next steps depend on your situation.
If the insurer is pushing back on the hire car, read what to say to the at-fault insurer. If the car might be a write-off, repairs and write-offs sets out the process. If you are a fleet manager, business and fleet covers the commercial side.
And if you just want to know what a like-for-like replacement looks like for your car, browse the Sydney fleet at drivetribe.com.au/accident-replacement-car-sydney. Bookings are fulfilled by Drive Tribe (drivetribe.com.au), and this site is part of that group. Rates, bonds and fees are shown on each car's page before you pay.
One last thing: if your car is a current-model prestige SUV and you need a replacement that matches, these are on the fleet now.
Genesis GV80 3.0D LUX 7 Seat 2023
The Genesis GV80 3.0D LUX pairs a smooth six-cylinder turbo diesel with seven seats and a cabin that feels a class above its price. Strong, effortless torque makes light work of a...
Questions people ask
Can I claim diminished value after a not-at-fault crash in NSW?
Will I get a new car of the same model as a replacement?
What if parts for my new car are months away?
Do I have to use the insurer's repairer?
What should I not say to the other driver's insurer?
How long does a not-at-fault replacement car take to arrange?
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.
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