How to Make a Caravan Insurance Claim: Step-by-Step

Making a caravan insurance claim does not have to be stressful. Get the right information at the scene, notify your insurer promptly, and follow the process — most caravan, camper trailer, and motorhome claims are settled without drama. Here is exactly what to do, step by step.

Step 1: Make sure everyone is safe

Before you think about the claim, deal with safety. If there are injuries, a fire, or immediate danger, call 000. Once everyone is safe, move on to gathering evidence.

For theft, attempted theft, or malicious damage, call the Police Assistance Line (131 444 in NSW, or your state equivalent) as soon as possible. Ask for an event number or incident report number — your insurer will almost certainly require it. Without this number, a theft or vandalism claim is very hard to process.

Step 2: Document everything at the scene

Good documentation is what separates a smooth claim from a dragged-out one. Do this before you move the caravan, pop-top, or motorhome if it is safe to do so.

• Photographs: Shoot the damage from multiple angles, the surrounding area, road conditions, and any other vehicles involved. More is better — photograph anything that could be relevant.
• Third-party details: Name, address, phone number, driver licence number, vehicle registration, and insurance provider for anyone else involved.
• Witnesses: Names and contact numbers of anyone who saw what happened. Dash cam footage from your tow vehicle is valuable if you have it.
• Your policy number: Keep a photo of your policy schedule on your phone so you are not hunting for paperwork at the side of the road.

Do not admit fault or speculate about causes at the scene. Stick to the facts. Anything you say to a third party can complicate your claim later.

Step 3: Notify your insurer as soon as possible

Early notification is one of the most important things you can do. Most Australian caravan and motorhome insurers accept claims 24 hours a day, 7 days a week — online or by phone. Call as soon as it is practical after securing the scene.

Early contact timestamps the loss, locks in your cover, and gives the claims team a chance to authorise towing or emergency repairs before costs spiral. If you wait days before notifying, you risk the insurer questioning the delay — and in some cases, that delay alone can reduce your payout or result in a rejection.

Contact details for the major Australian providers:

• NRMA: Log into your online account and go to Claims, or call 131 123
• CIL: 1800 112 481 or via their website
• RACV: 13 19 03 or online
• RAC WA: Online claims portal
• Let's Go: Online claim form at letsgocaravaninsurance.com.au
• QBE / GIO: Online claim submission — QBE typically responds within 48 hours

Step 4: Lodge your claim accurately

Whether you claim online or by phone, you will need to provide the following:

• Your policy number
• A factual description of the incident — what happened, when, and where
• The police event number (for theft, fire, or malicious damage)
• Third-party details and witness contacts
• Photos and any dash cam footage
• Receipts or purchase evidence for any contents being claimed

Be accurate and honest. Insurers run background checks when a claim is lodged — undisclosed prior claims, modifications, or towing history discovered at this stage are among the most common reasons claims are denied.

Step 5: The assessment process

Once your claim is lodged, your insurer assigns a claims officer. For significant damage to a caravan, fifth wheeler, or motorhome, they will usually appoint a licensed assessor to inspect the damage in person.

Under the General Insurance Code of Practice, your insurer must:

• Confirm receipt of your claim and issue a claim number within three business days
• Act on any new evidence you provide within ten business days — either requesting more information or explaining the next step
• Notify you of an assessor appointment within five business days of making it
• Complete any external expert report within 12 weeks

Most caravan claims are settled within two to eight weeks. CIL resolves the majority of claims within ten business days, which is considerably faster than the industry average of 15 to 20 days.

Step 6: Repairs or total loss settlement

After assessment, one of two things happens.

Repairs approved

Your insurer will direct you to an authorised repairer. In most cases you must use a repairer from their approved network. Some policies allow you to choose your own repairer, but check your Product Disclosure Statement first. If you use a non-approved repairer without permission, the insurer may refuse to pay.

Before you accept the repaired van back, do a thorough inspection. Check all electrics, the water system, towing gear, and any habitation features. If you are not satisfied with the quality of repairs, raise it with your insurer immediately — not after you have driven away.

Total loss (write-off)

If the assessor determines that your caravan or motorhome is uneconomical, impractical, or unsafe to repair, it is declared a total loss. What you receive depends on your policy type:

• Agreed value: You receive the amount fixed in your policy schedule when you took out cover. No arguments about depreciation.
• Market value: The insurer calculates what your van was worth at the time of the loss. This figure can be lower than you expect, especially for older vans.
• New replacement: If your van is less than two years old and you are the original registered owner, many insurers will replace it with a new equivalent model rather than paying out cash.

Agreed value is the better choice for most caravans, especially if you have made modifications, still have finance owing, or want a predictable payout. If you are on market value and disagree with the insurer's figure, you can challenge it — more on that below.

What can cause a caravan insurance claim to be rejected?

Knowing the common pitfalls before you claim — ideally before you even take out a policy — saves a lot of grief.

• Unsecured caravan: Many policies require an approved wheel lock, hitch lock, or GPS tracker when your van is unattended. If yours was not fitted at the time of theft, the claim can be denied.
• Undisclosed modifications: Solar panels, lithium battery upgrades, and suspension lifts must be declared. Undisclosed modifications can void the entire policy, not just the claim relating to the modification.
• Poor maintenance: Damage caused by failed seals, unchecked water ingress, or neglected tyre wear is often refused. Keep service records and get your van inspected annually.
• Overloading: If you exceed your caravan's Aggregate Trailer Mass (ATM) or your tow vehicle's Gross Combined Mass (GCM), the insurer can reject the entire claim, including damage to your car.
• Off-road use without off-road cover: Standard policies exclude unsealed roads in many cases. If you regularly use your camper trailer or off-road caravan on dirt tracks, you need a specific off-road policy.
• Delayed notification: Late notification gives the insurer grounds to question the incident and can result in a partial or full rejection.
• Drink driving or unlicensed towing: Any illegal act that contributed to the damage will void the claim immediately.

What to do if your claim is rejected or disputed

A rejection is not the end of the road. You have clear escalation options in Australia.

Internal dispute resolution: Every Australian insurer is required to have a formal complaints process. Lodge a complaint in writing with your insurer's disputes team. They have 30 days to respond.

AFCA (Australian Financial Complaints Authority): If you are not satisfied with the insurer's response — or they have not responded within 30 days — escalate to AFCA. It is free, covers all general insurance including caravan and motorhome policies, and AFCA's final determination is legally binding on the insurer (but not on you, so you keep your options open). Lodge online at afca.org.au or call 1800 931 678.

AFCA handles cases where insurers have denied claims, underpaid settlements, or unreasonably delayed processing. If you think the total loss figure is too low, AFCA can review it.

Keep a claim log throughout

From the moment you notify your insurer, keep a running log. Record every phone call — date, time, the name of the person you spoke to, and what was said. Save every email and keep copies of every document you submit. This record is invaluable if a dispute arises.

If an insurer is delaying unreasonably, you do not have to wait until the maximum statutory timeframes expire before complaining. You can contact AFCA at any point.

Frequently asked questions

This article is general advice only and does not account for your personal circumstances. Always read the Product Disclosure Statement before purchasing any insurance product.

— The team at Compare Caravan Insurance