Frequently Asked Questions

In the event of an accident You must:

1. record the Time/Date/Location;
2. take reasonable steps to record the other parties full names, addresses, vehicle registrations, car types as well as any property damage in circumstances where the accident did not involve another motor vehicle;
3. take reasonable steps to record the name of the other party’s insurance company;
4. take reasonable steps to not admit liability;
5. notify the nearest police station within 24 hours of the accident;
6. Report the motor vehicle accident to thl. Click here, fill out the form and submit it directly to our Claims Department within 24 hours of the incident. If you need to follow up on an accident claim, please email claimsau@thlonline.com.

In the event of an accident, the towing and retrieval of the Vehicle to the closest thl branch is at your expense up to the amount of your Liability Reduction where it applies or for the full amount where it does not apply. There is no refund for monies paid for the unused portion of the rental period unless it is a result of thl’s negligence or wilful act or omission.

In the event of an accident in which there is Loss or Damage to the Vehicle, the availability of a replacement Vehicle is not guaranteed and its provision is subject to availability, your location, remaining hire duration and whether the accident was the result of a Substantial Breach. Additional charges may be incurred.

If a replacement Vehicle is required as a result of an accident:

1. You are responsible for making your own way to the nearest thl Branch or pickup location at your own cost unless it is a result of thl’s negligence or wilful act or omission.;
2. thl may offer you the option of paying a "Replacement Vehicle Relocation Fee" to send a driver to deliver the replacement vehicle to your location; and
3. You must pay for any costs relating to delivery of a replacement Vehicle as a result of any vehicle accident. This charge applies irrespective of any Reduction Option taken unless it is a result of thl’s negligence or wilful act or omission.

Important Note: Under no circumstances should you attempt to start or drive a vehicle that has been involved in an accident, damaged by rollover, water submersion or any other means without permission from us.

Repairs up to $100 may be effected without authorisation and will be reimbursed upon presentation of a receipt if you were not directly responsible for the damage. For amounts over $100, we will need to be informed in advance. Receipts must be submitted for any repair or the claim will not be paid.

Please contact our On Road Assist team on 0800 788 558 (+64 9 801 3857) in New Zealand and 1800 849 859 (+61 2 6698 4049) in Australia as soon as possible after any issue does arise as our friendly On Road Assist team are often able to offer timely solutions. (We recommend a local sim to be able to contact us free of charge.)

Yes, we do. Our friendly On Road Assist team is available 24/7. Please phone toll-free at any time within 24 hours to give us the opportunity to solve the issue. We do not accept liability for any claims submitted after this period.

On Road Care New Zealand: 

0800 788 558 (freephone) 
+64 9 801 3857 (standard call charges apply)

We recommend a local sim to be able to contact us free of charge)

On Road Assist Australia: 

1800 849 859 (tollfree) or
+61 2 6698 4049 (standard call charges apply)