Not at fault on the M2: a driver's checklist
If you are hit on the M2 and it is not your fault, you are entitled to have your car repaired and to be put back in a comparable car while that happens. This checklist covers exactly what to do on the motorway, in the tunnel, and in the days after, so you are not left without a prestige car or out of pocket.
The M2 runs from the Hills through to the North Shore, and a crash there brings its own set of problems: tunnel protocols, toll gantries, breakdown lanes and a long tow to a repairer. Here is how to handle each step and how a like-for-like replacement reaches you quickly.
Key takeaways
- If you are not at fault on the M2, the other driver's insurer must cover your repairs and a like-for-like replacement car.
- In a tunnel, stay in your car if it is safe, use the emergency phone, and do not walk in live lanes.
- Exchange details safely, take photos, and never admit fault at the scene.
- Replacement cars can be delivered to the Hills District or North Shore, often within a day or two.
- You should not pay for the hire car or your excess when the crash is not your fault.
The M2 and its tunnel and toll sections
The M2 is a tolled motorway that links the Hills District with the North Shore, running from the M7 at Baulkham Hills through to the Lane Cove Tunnel and onto the Gore Hill Freeway. It carries a lot of traffic, especially at peak times, and the mix of long tunnels and open road means a crash can happen anywhere from a merge point to a breakdown lane.
If you drive it regularly, you know the pinch points: the Pennant Hills Road on-ramp, the Epping Road interchange, and the approach to the Lane Cove Tunnel. A rear-end or sideswipe here is common, and it often leaves you stopped in a live lane.
Because it is a motorway, you cannot simply pull over anywhere. You need to get to a safe spot, and if you are in a tunnel, that means following the tunnel's own emergency procedures. The good news is that if the other driver is at fault, your replacement car and repairs are covered by their insurer, not yours.
If you are not sure how the system works, our guide to not at fault rights in NSW explains the basics. And if you want to see the kind of cars available, you can browse accident replacement cars in Sydney.
What to do if you crash in a tunnel
Tunnel crashes feel different. The noise, the low light and the traffic behind you make it easy to panic. The first rule is: do not get out of your car unless it is safe and you are directed to. If your car is drivable, turn on your hazard lights and, if you can, drive out of the tunnel to a safe area. If you cannot move, stay in the car with your seatbelt on and call 000.
Tunnels on the M2 and the Lane Cove Tunnel have emergency phones and monitored control rooms. Use the emergency phone if you can reach one, or call 000. The control room will send help and may close lanes. Do not try to direct traffic yourself.
If you must exit the vehicle, use the emergency walkway or cross-passage if one is nearby. Never walk along a live traffic lane. Once you are safe, exchange details with the other driver only if it is safe to do so; otherwise, let the police and tunnel operators handle it and exchange details later.
Take photos of the scene, the damage and the other car's number plate if you can do so without putting yourself at risk. Note the time and the tunnel location. If there are witnesses, ask for their contact details. The tunnel operator will have CCTV footage, which can help prove fault later.
After a tunnel crash, you may be shaken. Do not admit fault or apologise, even politely. Just get to safety and let the evidence speak.
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.
Exchanging details safely
Once you are out of the traffic lanes, exchange details with the other driver. You need their name, address, phone number, licence number, registration number, make and model of their car, and their insurer if they know it. Give them the same information about you.
Do not discuss who was at fault. Even a casual "sorry, I didn't see you" can be used against you later. Stick to the facts: what happened, where, and when.
If the other driver is aggressive, unlicensed, or refuses to exchange details, do not argue. Get back in your car, lock the doors, and call the police. If they drive off, note their registration number and report it as a hit-and-run.
Take photos of:
- The position of both cars before they are moved.
- Damage to both vehicles.
- The other car's number plate.
- The other driver's licence if they show it.
- Any road signs, lane markings or traffic signals.
If you have a dashcam, save the footage immediately. It is the single best piece of evidence for a not-at-fault claim.
If the other driver admits fault, ask them to repeat it in a text or email, or record it if you can do so legally. But do not rely on it; insurers decide fault based on evidence.
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 and insurers
You must report a crash to police if anyone is injured, if the other driver fails to stop, or if you suspect they are unlicensed or intoxicated. For a minor crash with no injuries, you can exchange details and leave, but you should still report it online via the NSW Police website if you want a police event number. That number is useful for your insurer and for any replacement car provider.
Call your own insurer as soon as you can, even if you are not at fault. Tell them what happened and that you intend to claim against the at-fault driver's insurer. They may ask you to use their repairer, but you have the right to choose your own, especially for a prestige car.
You should also contact the at-fault driver's insurer directly. Under NSW law, they must cover your reasonable costs, including a replacement car of similar type and quality. This is where a credit hire company can help: they deal with the insurer and provide the car, and you do not pay upfront.
If you are unsure about your own insurer's role, read our guide to claiming on your own insurer after a not-at-fault crash. For a step-by-step timeline, see the first 24 hours after a crash.
Once you have a claim number from the at-fault insurer, you can arrange a replacement car. That is where we come in.
Replacement car delivery to the Hills or North Shore
If your car is not drivable, or if it is going into a repairer, you need a replacement that matches what you were driving. A small hatchback is not a like-for-like swap for a Range Rover, and the law recognises that you should not be left worse off.
We deliver to the Hills District and the North Shore, including Baulkham Hills, Castle Hill, Bella Vista, Epping, Chatswood, and the surrounding suburbs. If your car is towed to a repairer, we can often deliver the replacement to you at home, at work, or even to the repairer's yard.
Delivery is available on our cars, and you can book from a single day. The rate, the bond and any fees are shown on the car's page before you pay. The bond equals the excess you choose, and paying by card carries a small surcharge while bank transfer and cash on the rental do not.
Here are a few cars that suit different needs:
For a large luxury SUV, the Genesis GV80 3.0D LUX 7 Seat 2023 offers seven seats, all-wheel drive and a diesel engine. Minimum driver age is 30.
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...
If you drive a performance SUV, the Range Rover Sport 2023 is a close match: 250 kW, all-wheel drive, and a minimum driver age of 20.
Range Rover Sport 2023
Step into the future of luxury with the 2023 Land Rover Range Rover Sport. Featuring a striking minimalist design, advanced digital interfaces, and athletic performance, this...
For an electric option, the Tesla Model Y RWD 2025 is a lifestyle SUV with 220 kW and a minimum driver age of 25.
Tesla Model Y RWD 2025
The updated Tesla Model Y is the easiest way to try electric driving: quiet, quick off the line and packed with technology, with a huge boot and a panoramic glass roof. Plenty of...
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.
To see more, browse accident replacement vehicles.
How repairs are arranged
You have the right to choose your own repairer. For a prestige or performance car, that matters: not every shop has the equipment or expertise to repair aluminium panels, calibrate driver-assistance systems, or match factory paint. The at-fault insurer will usually want you to use their preferred shop, but you can insist on yours.
If you are not at fault, the at-fault insurer is responsible for the reasonable cost of repairs. They may send an assessor to inspect the damage. You do not have to accept their first offer if it is too low. Get your own quote from a specialist repairer and, if needed, a second opinion.
If the car is a write-off, the insurer will pay you its market value. You can dispute that value if it is too low by providing evidence of similar cars for sale. Our guide to repairs and write-offs covers this in detail.
While your car is being repaired, you are entitled to a replacement car. The length of the repair depends on parts availability and the extent of the damage. For prestige cars, parts can take longer, especially if they come from overseas. Your replacement car should be available for the whole period.
If the insurer delays or disputes the repair, a credit hire company can manage the process and keep you mobile. See how credit hire works for the mechanics.
What you never pay
When you are not at fault, you should not be out of pocket for the repair or the replacement car. The at-fault driver's insurer is liable for your reasonable losses, including loss of use. That means you do not pay for the hire car, and you do not pay the excess on your own policy.
There are some exceptions. If you choose a replacement car that is more expensive than what is reasonable, you may have to pay the difference. But if you stick to a like-for-like vehicle, the cost is covered.
You also should not pay for towing or storage if the crash was not your fault; those costs are part of your claim. Keep receipts for any emergency expenses, like a taxi home from the crash site, and include them in your claim.
If the at-fault driver is uninsured, you can still claim against them personally, but recovery may be harder. In that case, your own insurer may cover you if you have comprehensive insurance, but you may have to pay your excess and then claim it back.
For a full list of what you should never pay, see what you never pay in a not-at-fault claim.
Timelines to expect
Every claim is different, but here is a rough guide for an M2 crash:
| Stage | Typical time |
|---|---|
| Police report (if needed) | Same day |
| Claim lodged with at-fault insurer | 1-2 days |
| Replacement car delivered | 1-3 days |
| Assessor inspects damage | 2-5 days |
| Repair authorised | 3-7 days |
| Repair completed | 1-4 weeks (depending on parts) |
For prestige cars, add extra time for parts. A bumper or headlight for a European car can take a week or more to arrive. Your replacement car should be available for the whole repair period, not just a few days.
If the insurer tries to cut off the replacement car before your repair is done, that is a dispute. Our guide to insurer disputes explains how to push back.
For more on repair times, see how long prestige car repairs take in Sydney.
If you are a fleet manager or refer clients
If you manage a fleet and one of your cars is hit on the M2, the same principles apply, but the stakes are higher: you need the vehicle back on the road and your driver mobile. We work with fleet managers to provide replacement vehicles that match the fleet's usual standard, and we can handle multiple claims at once.
For smash repairers and solicitors, we act as a referral partner. If your client needs a replacement car while their prestige vehicle is being repaired, we can take that off your hands. You focus on the repair or the claim; we handle the hire and the insurer.
To discuss a referral, see partners and referrals or contact us.
For business and fleet specifics, visit business and fleet.
Questions people ask
What do I do if I crash in the M2 tunnel?
Can I get a replacement car in the Hills District?
How long does a repair take after an M2 crash?
Do I have to use the insurer's repairer?
What if the other driver is uninsured?
Will my replacement car be the same as my car?
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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