Frequently asked questions

General/process

We currently only provide cover for Model 3 or Y Teslas.

If you have one of these vehicles you can get a quote here.

‘Agreed value’ refers to the amount that you and we agree is the value of your car and is stated in your Schedule. 

This amount is fixed when you buy your insurance policy and doesn’t change over time, even if your car’s market value goes up or down. So, if something happens to your car, we will settle the claim based on the agreed value, instead of the market value at that time. 

‘Market value’ refers to the value of your car just before the damage or loss occurs, based on its model, age, kilometres travelled, options and accessories and condition at that time. It varies as your car’s market value goes up or down. If something happens to your car, we will settle the claim based on the market value of your car at that time.

Your choice of agreed value or market value affects how much we pay for some claims and the amount of the premium.

You can find more information in our PDS.

All windscreen and glass panels on your Tesla Model 3 or Y is included in your excess free cover and there’s no limit to the number of excess free claims you can make during your policy period.

You can find your policy number in the top right-hand corner of all correspondence from us. Alternatively, call our Customer Care team on 1800 319 284 or drop us an email at insuremytesla@zurich.com.au

You don’t need to add drivers over the age of 25 years to your policy for them to be covered. If the driver is under 25, adding their name will lower the excess you’d have to pay if they have an accident while driving. But please be aware, this might mean you’ll need to pay a bit more for your premium.

If you would like to update the details of named drivers, please get in touch with our Customer Care team on 1800 319 284.

Call our Customer Care team on 1800 319 284 to discuss, alternatively email us at insuremytesla@zurich.com.au

All policy documents will be sent to your nominated email address. If you would like a copy sent to you, simply call our Customer Care team on 1800 319 284 to arrange.

If you wish to cancel your policy at any point, please call our Customer Care team on 1800 319 284 to discuss, alternatively email us at insuremytesla@zurich.com.au.

Zurich is committed to providing a high level of service and we will always endeavour to address your concerns as a matter of priority and will work with you to resolve your complaint.

If you wish to make a complaint call us on 1800 319 284 to discuss, alternatively email us at gi.feedback@zurich.com.au or lodge a complaint online.

You can find details of our complaints policy here.

Finance/payments

We currently only offer annual premiums. However, the option to pay in monthly instalments is in development and we hope to be able to bring this to you soon.

Your premium is determined by the information you provide to us, the cover and the excess level you choose. Please ensure that the information you have provided is accurate.   If you have any questions about your quote, please get in touch with our Customer Care team.

We’ve made updating your payment details easy, simply login to our Customer Portal to make your changes online 24/7.

When we accept your claim, you must pay the total amount of the applicable excess, either to us or to the repairer. We’ll advise you who to pay the excess to. However, if your car is a total loss, we may deduct any excess that you must pay from any payment we make. 

See the question below for ways that could help to reduce your premium. 

You can find information about Zurich’s approach to financial hardship on our website.

To discuss financial hardship please call our InsureMyTesla Customer Care team on 1800 319 284. Please note that our staff are unable to provide advice on whether you should make changes to your insurance or cancel or apply for insurance.

You can make changes to your coverage options, just give our Customer Care team a call on 1800 319 284, alternatively email us at insuremytesla@zurich.com.au

Claims

You can lodge your claim via our Claims page. If you need assistance and prefer to lodge a claim over the phone on 1800 319 284, our Customer Care team is here to help. 

To submit a claim, you’ll generally need:

  • Your policy number
  • Driver and car details for all parties
  • Incident details
  • Contact details

  1. We will send you a confirmation of your claim and your claim reference number together with details of the Claims Advisor assigned to manage your claim. 
  2. You can then book a repair quote via the Tesla App under 'Collision & Glass' and request a service via 'Collision Repair'. Follow the prompts to book a repair quote at a Tesla Service Centre or an Authorised Network Repairer closest to you.
  3. Zurich will assess your claim and where appropriate authorise repairs. 
  4. Your Claims Advisor will ensure you are updated on the claims process every step of the way until the claim is closed.

If your car is involved in an accident and is unable to be driven, please call us on 1800 319 284. If you have Comprehensive Cover, we will arrange for your car to be towed safely from the incident site. 

If you have Comprehensive Cover, you will be able to select a repairer from Zurich’s authorised network. Our network consists of authorised Tesla repair specialists, which includes Tesla's repair centres. 

If you request to use an unauthorised repairer, in most cases we’ll only pay you the amount we assess as payable by one of our authorised repairers for the repairs themselves. Please note if your claim is settled in this manner, and the car is repaired elsewhere, Zurich’s guarantee of workmanship will not apply.

We guarantee the workmanship of repairs we have approved. This guarantee doesn’t cover wear and tear. 

This guarantee is for the life of the car, and is in addition to:

  • your statutory rights  
  • any warranties that you have from the repairer directly 

We’ll arrange for repairs approved by us to be rectified at no cost to you, if we agree that the repairs are defective. 

Yes, if you have Comprehensive Cover, you can book your glass repair with Tesla via your Tesla App or call our Customer Care team on 1800 319 284. Once your repair is complete Zurich will pay for the repairs directly. 

You won’t have to complete a claim form for this type of claim.

If you have Comprehensive Cover and your car is determined by Zurich to be uneconomical to repair, Zurich will work with you to ensure prompt settlement of your claim. 

If the benefits of 'New vehicle replacement' apply, then we will arrange for a replacement car or settlement.

Otherwise, we will provide a cash settlement based on either the value of your vehicle immediately before the loss (market value) or the amount stated in your policy schedule (agreed value).

If you have outstanding finance on your car, we will generally pay the financer and pay you any remaining balance. 

If the outstanding finance exceeds the value of your car, then we will pay the difference between the amount owing to the financier and the amount we would otherwise pay for the loss of your car, up to 30% of either the market value or agreed value (as applicable).

When both ‘New vehicle replacement’ and ‘Total loss of encumbered vehicles’ additional covers apply in a claim, the most we’ll pay is the greater benefit of the two. These additional covers are not cumulative, meaning we’ll pay for one, not their combined value.

If your car is a ‘write-off’ your claims advisor will guide you through your claim. 

We won’t cover loss, damage or any liability arising from you or the driver not being in control of the car in accordance with legislative requirements for using and controlling a car.

You will need to determine if using any driver assistance function means you are considered to be in control of the car under the State or Territory laws in which car is being used at the time of the incident. 

We look at each claim on a case by case basis, based on the policy wording and legislative requirements that apply.