Car hit while parked at work: getting mobile again
If your car was hit while parked at work, you can usually get a replacement car of a similar standard while yours is repaired, even if the other driver's insurer hasn't accepted liability yet. The claim is not at fault, so you shouldn't be out of pocket for the hire.
This guide is for drivers in Sydney's CBD, North Sydney, Parramatta and the hospital precincts, where basement carparks and street bays produce a steady stream of not-at-fault claims. We cover what to collect before you leave the scene, how to get camera footage, and how to arrange a replacement car around your work hours.
Key takeaways
- If your car was hit while parked at work, you can usually get a like-for-like replacement car while yours is repaired, even before the other insurer accepts liability.
- Collect the other driver's name, licence, registration, insurer and phone number at the scene, and photograph everything.
- Carpark camera footage is often overwritten within seven days, so ask building management or security to preserve it the same day.
- Delivery is available to your office or repairer, and the rate, bond and fees are shown on the car's page before payment.
- Keep a simple log of who you spoke to and when, and chase liability, repair authorisation and hire approval.
- The carpark claims that are easiest to prove
- Getting the other driver's details before they leave
- Carpark cameras and who to ask
- Reporting to your employer and building management
- Arranging a replacement car around work hours
- Delivery to your office or the repairer
- What happens if the other driver leaves a note
- Keeping the claim moving when you are busy
- When the repair takes longer than expected
- If you are the one who hit a parked car
The carpark claims that are easiest to prove
Some carpark collisions are straightforward. Others turn into a paperwork fight. The difference is usually the evidence you can put your hands on in the first few hours.
The easiest claims are those where the other driver is still there, admits fault in writing, and you have their name, licence, registration, insurer and phone number. A photo of their licence and their car's number plate, taken at the scene, is worth more than a long email later.
Next easiest are hit-and-run claims where the carpark has working cameras covering the bay. In the CBD, the Wilson and Secure Parking sites under Pitt Street, Castlereagh Street and Kent Street usually have coverage, but the footage is often overwritten within seven to fourteen days. North Sydney office basements, such as those around Miller Street and Pacific Highway, often keep footage for a month, but access is controlled by building management, not the parking operator.
The hardest claims are those with no witnesses, no cameras and a note with a mobile number that goes nowhere. Even then, a not-at-fault claim can often proceed if you can show the damage pattern is consistent with a stationary car being struck. Your repairer's assessment and your own photos of the damage and the bay position help.
If you drive something worth replacing properly, the standard of the replacement car matters as much as the claim itself. Like-for-like means a comparable make, model and specification, not a small hatchback.
Getting the other driver's details before they leave
If the other driver is present, stay calm and collect the details you need. Do not rely on a photo of a note. Get the information directly from them.
- Full name and mobile number.
- Their licence number and state.
- Registration number and make and model of their car.
- Their insurer's name, if they know it.
- A photo of their licence and their number plate.
- A photo of the position of both cars in the bay.
If they refuse to give details, call the police. For a carpark prang the police may not attend, but the call creates a record. You can also report the incident online through the NSW Police community portal if there were no injuries.
In a CBD basement, phone reception can be patchy. Take the photos first, then step outside to call your insurer and, if you are using one, your replacement car provider. If you are at work, you may need to do this in a break. That is normal, and the claim can still move the same day.
If the other driver wants to settle privately, be careful. A verbal promise to pay for your repair often falls over once they see the quote. You are entitled to claim through their insurer. You do not have to accept a cash offer at the scene.
For a full checklist of the first day, see first 24 hours.
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.
Carpark cameras and who to ask
Camera footage is the single most useful piece of evidence in a hit-and-run carpark claim. The trick is knowing who controls it and how fast you need to move.
In a shopping centre or hospital carpark, the operator usually controls the cameras. At Westfield Sydney, for example, you ask the centre management office, not the parking attendant. At a hospital such as Royal North Shore or St Vincent's, ask security, not the ward clerk. In an office basement, building management or the concierge holds the footage.
Make the request in writing the same day. Include the date, time, bay number or level, your registration and a description of the other car if you have it. Ask them to preserve the footage. Even if they will not release it to you directly, they will often hold it for your insurer or the police.
If they refuse, your insurer or a solicitor can request it formally. Some operators will only release footage to police. In that case, file a police report and ask the officer to request it.
Do not wait a week. Many systems overwrite after seven days, and some after 48 hours. If you are busy at work, set a reminder for the same afternoon.
Once you have the footage, send it to your insurer and to the replacement car provider handling your claim. It speeds up liability acceptance, which in turn speeds up your hire car approval. More on that in dealing with insurers.
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 your employer and building management
If you were hit in your employer's building, tell your workplace health and safety contact or office manager the same day. They may need to log an incident, and they can help you get building management to preserve camera footage.
Building management often has a standard form for carpark incidents. Fill it in. It creates a timestamped record and shows you did the right thing. If the other driver was a colleague or a visitor, the building manager may already know who they are.
If you park in a leased bay, check your lease or licence agreement. Some agreements say the building is not responsible for damage. That does not stop you claiming against the at-fault driver, but it does mean you should not expect the building to pay.
If you are a fleet manager, tell your insurer and your fleet provider. A not-at-fault claim on a company car still needs the same evidence. The driver should send you the photos and the other driver's details before they leave the building.
For fleet-specific steps, see business and fleet.
If the incident happened in a hospital carpark and you were at work, the hospital's security team can usually confirm whether the area is covered. Ask for the camera location and the retention period in writing.
Arranging a replacement car around work hours
You do not need to take a day off to sort out a replacement car. Most of the process can be done by phone or online, in a lunch break or after hours.
Start by lodging the claim with the at-fault driver's insurer if you have their details. If you do not, lodge with your own insurer and let them recover. Then contact a replacement car provider that handles not-at-fault claims on a credit hire basis. Credit hire means the hire is billed to the at-fault insurer once liability is accepted, so you are not out of pocket for the hire itself.
You will need to provide:
- Your driver's licence.
- Your car's registration and insurance details.
- The other driver's details, if you have them.
- Photos of the damage.
- The police report number, if you filed one.
- Your repairer's details, if you have chosen one.
The provider will check your eligibility and arrange a like-for-like car. For a prestige or performance car, that means something comparable, not a base model. The minimum driver age is 20 on most cars, and 25 or 30 on some. The rate, bond and any fees are shown on the car's page before payment.
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 want to see what is available, start here: accident replacement car Sydney.
Delivery to your office or the repairer
Delivery is available on most replacement cars. You can have the car brought to your office, your home, or directly to the repairer. In Sydney, delivery to a CBD office usually happens between 9am and 4pm, and to North Sydney or Parramatta around the same window.
If you are at work, ask for delivery to the building's loading dock or a nearby street. In the CBD, that often means a side street off George, Pitt or Castlereagh. In North Sydney, it might be a bay on Mount Street or Berry Street. The driver will call you when they are close.
You will need to show your licence and sign a short condition report. The car's fuel level and any existing damage are noted. Take photos of the car yourself before you drive off.
If your car is being repaired at a prestige specialist in, say, Artarmon, Alexandria or Silverwater, you can have the replacement delivered there and leave your car with the repairer. That saves you a trip.
For more on timing, see turnaround times for replacement cars.
If you need something specific, here are a few options that suit different needs.
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Tesla Model 3 Performance
What happens if the other driver leaves a note
A note is better than nothing, but it is not proof. The details may be wrong, the number may be disconnected, or the note may be left by someone who saw the incident rather than the driver.
If the note has a name and number, call once. If it goes to voicemail, send a text with your name, the location and a request to call back. Keep a record of the time and what you sent. If there is no response within 24 hours, treat it as a hit-and-run and report it to the police.
If the note has a registration number but no name, you can ask your insurer to trace the owner. Insurers can access registration records that you cannot. Do not try to trace it yourself through unofficial means.
If the note has wrong details, such as a registration that does not match the car described, tell your insurer and the police. It may be a mistake, or it may be deliberate. Either way, the note itself is evidence.
Keep the original note. Photograph it. Do not hand it to anyone except the police or your insurer, and ask for a receipt if you do.
If the other driver later admits fault by text or email, keep those messages. They help with liability.
For more on what to do when the other side is unhelpful, see insurer disputes hire car claim.
Keeping the claim moving when you are busy
Not-at-fault claims stall when nobody follows up. If you are in meetings all day, set aside ten minutes each morning to check for updates and reply to anything urgent.
Keep a simple log: date, who you spoke to, what they said, what happens next. A spreadsheet or a notes app is fine. If the claim later goes to a dispute, this log is useful.
Chase the three things that matter most: liability acceptance, repair authorisation, and hire approval. Liability is the other insurer agreeing their driver was at fault. Repair authorisation is your insurer or the other insurer approving the repair. Hire approval is the replacement car being confirmed.
If the other insurer is slow, your own insurer can sometimes push things along. If you are using a credit hire provider, they will usually chase the at-fault insurer for you. That is part of what you are paying for indirectly, and it is why the hire is not billed to you upfront.
If your car is written off, the process changes. You may be entitled to a replacement car for a period while you settle the payout. See repairs and write-offs.
If you are a repairer or a broker handling this for a client, see partners and referrals.
When the repair takes longer than expected
Prestige and performance cars often take longer to repair than mainstream cars. Parts may come from overseas, and some repairs need specialist equipment or a manufacturer-approved technician. A bumper and sensor repair on a European car can take a week or more just to get parts.
If your repair is delayed, tell the replacement car provider. In most cases the hire can be extended, provided the delay is reasonable and the at-fault insurer has accepted liability or is still assessing. Keep the provider updated with the repairer's estimated completion date.
If the at-fault insurer disputes the length of the hire, the provider will usually handle that discussion. You should not have to argue about it while you are at work.
If you are without your car for a long period, you may want to switch to a different replacement car partway through. Ask. It is often possible, subject to availability.
For typical repair times in Sydney, see how long prestige car repairs take Sydney.
If you need to book or check availability, go to accident replacement vehicles.
If you are the one who hit a parked car
If you are at fault, the other driver is entitled to a replacement car while theirs is repaired. Your insurer will usually cover the reasonable cost of that hire. Leaving a note with your details is the right thing to do, and it is also a legal requirement in NSW to stop and exchange details after a crash.
If you cannot find the owner, leave a note with your name, number and registration, and report the incident to the police. Do not drive off.
If you are at fault and you drive a prestige car, your own insurer may still cover your repair, but your excess will apply. The other driver's claim will be handled by your insurer.
If you are a fleet manager and one of your drivers hits a parked car, the same rules apply. Report it internally and to your insurer the same day.
For more on what not at fault means in NSW, see what not at fault means NSW.
Questions people ask
Can I get a replacement car delivered to my workplace?
What if the other driver left a note with wrong details?
Does the carpark operator have to release CCTV?
How long can I keep the replacement car?
Do I have to pay for the replacement car upfront?
What if the other driver was also at work in the same building?
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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