The Damage Claims Process
What to do if something goes wrong, what evidence matters, and the timeframes we hold ourselves to.
Damage in transit is uncommon and it is not unheard of. What separates a straightforward claim from a miserable one is almost entirely what you did in the first ten minutes at delivery.
Inspect before you sign. Once you have signed the delivery report without noting anything, you have accepted the vehicle in that condition. Take the five minutes. A driver who rushes you through this is not doing their job properly, and you are entitled to say so.
At delivery
- Walk the vehicle against the collection photographs before signing anything. You have a copy from collection. Use it.
- Check the areas that matter: lower panels, wheels and rims, the front bumper and splitter, mirrors, and the roof if anything travelled above it.
- Note anything new on the delivery report, in writing, before you sign. Photograph it there and then, with the truck in shot.
- Get the driver to acknowledge the note. They are not admitting fault, only that it was raised at handover.
Our process from there
| Step | What happens |
|---|---|
| 1. Report | Tell us in writing, with photographs. The sooner the better: evidence degrades and memories do too. |
| 2. Acknowledge | We confirm receipt and tell you who is handling it. You get a name, not a queue. |
| 3. Compare | We put the collection and delivery reports side by side. This is the whole reason both exist. |
| 4. Assess | Where the damage is not clear-cut, an independent assessment. Where it plainly happened with us, we do not waste your time arguing. |
| 5. Resolve | Repair through a nominated repairer, or settlement. Your choice where both are practical. |
What makes a claim difficult
- Signing the delivery report clean, then reporting damage days later. Not fatal, but you are now arguing against your own signature.
- A dirty vehicle at collection. Marks nobody could see cannot be recorded, and that cuts both ways.
- No independent photographs. Take your own. Always.
- Personal items. Not covered, by anyone, ever. Take them out.
If you are not satisfied
Escalate to us directly first. Most disputes are a communication failure rather than a genuine disagreement. Beyond that, you have recourse through your state fair trading body and through the Australian Consumer Law, and we will tell you that rather than pretend you do not.
Find out what your move actually costs.
Send us the route and the vehicle. We come back with a fixed price and a real departure date, held for 30 days.
Straight through to us
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+61 489 989 099 Mon–Fri, 7:00am–6:00pm AEST
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WhatsApp Same number, quickest reply
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bookings@intercityvehicletransport.com Replied to same business day
