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Hail assessment claims: We answer some frequently asked questions

Last updated on April 11, 2024
When a vehicle has been damaged by hail, we’re able to assist with specific assessment and repair options.
Hail covering a road.

What is the assessment process?

Hail damage can be hard to detect so, when necessary, we’ll undertake an onsite inspection and assessment of the vehicle using specialist equipment to identify damage.

Depending on the size of the hail event, we may set up Mass Assessment Centres where customers can book an assessment of their vehicle.

During this assessment, we’ll have assessors, repairers who specialise in PDR (paintless dent removal), and conventional repairers onsite to confirm the best repair method. 

If the hail damage has occurred where a Mass Assessment Centre hasn’t been set up, we’ll ask the customer to obtain a quote. Then, we’ll arrange a date that suits the customer to have their car left at their chosen repairer. Our assessor will assess the damage against the quote.

What is PDR?

  • PDR is a preferred repair method for hail damaged vehicles because it can return the vehicle’s paintwork back to its pre-hail damaged condition. Specialist tools are used to keep the paintwork in its original state, therefore maintaining the original paint of the vehicle.
  • Depending on the severity of the damage, the average repair timeframe can range from three days to four weeks.

What is a conventional repairer? 

  • A conventional repairer is a vehicle repairer who’s able to repair damage that cannot be repaired by the PDR process.
  • If a combination of PDR and conventional repair is required, we’ll arrange this during the assessment process.
  • If the customer prefers to use their own repairer (a conventional repairer) we’ll need a quote and photos of the damage to arrange an onsite assessment at their chosen repair shop. If we could do the job more economically and efficiently though a PDR repairer, then we may opt to cash settle the claim on a fair and reasonable basis.

What if the customer’s vehicle can’t be driven due to excessive glass damage?

  • Notify us on lodgement of the claim if the glass is damaged. We’ll arrange for this to be repaired as soon as possible to keep the customer driving while they await their vehicle assessment for panel repairs. 
  • If the customer was unable to wait for us to arrange the glass replacement, or has not yet lodged a claim with us and has undertaken the replacement of broken glass without our prior approval, send us photos of the damage and the invoice or receipt for the repairs. We’ll consider this as part of the claim lodged with us, subject to any excess applicable.

Handy hints

  • Children or pets shouldn’t attend the Vehicle Assessment Centre. 
  • It’s important that the customer keeps to their appointment date and time to make sure they’re assisted in a timely manner. 
  • If your customer needs to change the date and time of their vehicle assessment appointment, call us on 1300 555 030 with the claim reference number to reschedule.
  • It’s always a good idea for customers to bring their vehicle to be assessed with their personal effects already removed. That way if the customer’s vehicle is deemed to be a total loss it can then be taken away, with the customer’s consent, on the spot.

We’re here to help

  • For more information about the claims process contact your Allianz Account Manager.

Disclaimer

This article has been prepared by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL234708 ("Allianz"). In some cases, information has been provided to us by third parties and while that information is believed to be accurate and reliable, its accuracy is not guaranteed in any way. 

Any opinions expressed constitute our views at the time of issue and are subject to change. Neither Allianz, nor its employees or directors give any warranty of accuracy or accept responsibility for any loss or liability incurred by you in respect of any error, omission or misrepresentation in this article.

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Allianz acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past and present.



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