BestBuy Car Insurance

Cheaper Car Insurance for Better Drivers

Safer drivers equal less risk. As our clients are generally over 25 with a history of good quality driving, we receive fewer claims and can afford to pass on these savings to you.

Get a Quote
  • Lifetime Guarantee on authorised repairs
  • 21-day cooling-off period
  • Flexible Payment Terms
  • After-hours Claims Helpline
  • Powered by Auto and General Services Pty Ltd

Cheaper Car Insurance for Better Drivers

Safer drivers equal less risk. As our clients are generally over 25 with a history of good quality driving, we receive fewer claims and can afford to pass on these savings to you.

Get a Quote
  • Lifetime Guarantee on repairs
  • 21-day cooling-off period
  • Flexible Payment Terms
  • After-hours Claims Helpline
  • Powered by Auto and General Services Pty Ltd

Cheaper Car Insurance for Better Drivers

Safer drivers equal less risk. As our clients are generally over 25 with a history of good quality driving, we receive fewer claims and can afford to pass on these savings to you.

Get a Quote
  • Lifetime Guarantee on repairs
  • 21-day cooling-off period
  • Flexible Payment Terms
  • After-hours Claims Helpline
  • Powered by Auto and General Services Pty Ltd

Product Benefits

All of our car insurance policies offer a great range of standard benefits.

Comprehensive

Comprehensive Car Insurance covers you no matter who's at fault for maximum peace of mind.

Third Party Property Only

Covers you for damage caused by your car to other people's property.

Third Party Property, Fire & Theft

Gives you Third Party Property Only as well as cover for your own car if it is stolen or catches fire.

New Car Replacement 12 months
Hire car following theft $1,000
(limit 14 days)
$1,000
(limit 14 days)
Hire car following a no fault accident
Emergency transport and overnight accommodation $150 a day ($600 in total)
Flexible payment options
Legal Liability Cover $20 million
Repairs guaranteed for as long as you own the car
Personal effects $250
(damage only)
Damage to your caravan or trailer in a collision $500
(trailer only)
No excess when identified third party is at fault
No Claim Discount preserved when third party is identified and at fault
Damage to or theft of child seats/baby capsule in your car (Covered under Personal Effects)
Debris removal
Death benefit
Replacement keys/remote
After-hours claims helpline
View More Benefits ▼
Get a Quote Get a Quote Get a Quote

Comprehensive

Comprehensive Car Insurance covers you no matter who's at fault for maximum peace of mind.

Third Party Property Only

Covers you for damage caused by your car to other people's property.

Third Party Property, Fire & Theft

Gives you Third Party Property Only as well as cover for your own car if it is stolen or catches fire.

New Car Replacement 12 months
Hire car following theft $1,000
(limit 14 days)
$1,000
(limit 14 days)
Hire car following a no fault accident Limit 14 days
Emergency transport and overnight accommodation $150 a day ($600 in total)
Flexible payment options
Legal Liability Cover $20 million
Repairs guaranteed for as long as you own the car
Personal effects $250
(damage only)
Damage to your caravan or trailer in a collision $500
(trailer only)
No excess when identified third party is at fault
No Claim Discount preserved when third party is identified and at fault
Damage to or theft of child seats/baby capsule in your car (Covered under Personal Effects)
Debris removal
Death benefit
Replacement keys/remote
After-hours claims helpline
View More Benefits ▼
Get a Quote Get a Quote Get a Quote

Comprehensive

Comprehensive Car Insurance covers you no matter who's at fault for maximum peace of mind.

Third Party Property Only

Covers you for damage caused by your car to other people's property.

Third Party Property, Fire & Theft

Gives you Third Party Property Only as well as cover for your own car if it is stolen or catches fire.

New Car Replacement 12 months
Hire car following theft $1,000
(limit 14 days)
$1,000
(limit 14 days)
Hire car following a no fault accident
Emergency transport and overnight accommodation $150 a day ($600 in total)
Flexible payment options
Legal Liability Cover $20 million
View More Benefits ▼
Get a Quote Get a Quote Get a Quote

Optional Benefits

As well as our standard policy benefits, we also offer a range of policy options so you can tailor your car insurance policy to suit your needs and your budget.

Restricted Driver Discounts

No-one under 25 driving your car? Let us know and we can give you a lower premium. You can restrict the youngest driver age to 21, 25, 30 or even 40.

Variable excess to reduce premium

If you're pretty sure you won't be in an accident you can raise your excess, which will lower your premium.

At Fault Accident Hire Car

Get a hire car for up to 14 days, while your car is being repaired, if it is damaged in an at fault accident. Hire car following a no fault accident or theft are already covered as standard benefits.

Choice of Repairer

If you have a claim with us you can nominate your own repairer.

Optional Benefits

As well as our standard policy benefits, we also offer a range of policy options so you can tailor your car insurance policy to suit your needs and your budget.

Restricted Driver Discounts

No-one under 25 driving your car? Let us know and we can give you a lower premium. You can restrict the youngest driver age to 21, 25, 30 or even 40.

Variable excess to reduce premium

If you're pretty sure you won't be in an accident you can raise your excess, which will lower your premium.

At Fault Accident Hire Car

Get a hire car for up to 14 days, while your car is being repaired, if it is damaged in an at fault accident. Hire car following a no fault accident or theft are already covered as standard benefits.

Choice of Repairer

If you have a claim with us you can nominate your own repairer.

About Us

About Best Buy Insurance

At BestBuy, we believe that good quality drivers should not have to pay more to subsidise drivers that represent a higher risk. Our policies are underwritten by Auto & General Insurance Company Ltd. The underwriting is more comprehensive that most other insurers. This allows us to provide good quality drivers, like you, more competitive rates.

We are very focused on ensuring that the individual risks are identified accurately and assessed correctly, so that we are able to provide the right price for each of our clients.

Our History

BestBuy is part of an International Group of Companies that began in the early 1980s and has grown to become an innovator in personal lines insurance. From the very beginning, the Group has introduced new methods for selling and administering insurance. We have made it easy for you to buy insurance, and have set new standards for the industry in the United Kingdom, South Africa and Australia.

We are the largest direct personal motor vehicle insurer in South Africa, and one of the largest personal lines intermediaries in the United Kingdom. The Group administers over 1.5 million policies worldwide and more than AUD$1 billion in annual premium income.

In 1999 we expanded our operations to include Australia, and to date, we have experienced exceptional growth. Combining international experience and knowledge with our high quality service standards, we are well positioned to repeat and continue the Group's success.

In Australia, the policies are underwritten by Auto & General Insurance Company Ltd, which is authorised to conduct insurance business in Australia by the Australian Prudential Regulatory Authority (ARPA).

Auto & General Insurance Company Ltd is a member of the Insurance Council of Australia and participates in the Insurance Code of Practice.

About Us

About Best Buy Insurance

At BestBuy, we believe that good quality drivers should not have to pay more to subsidise drivers that represent a higher risk. Our policies are underwritten by Auto & General Insurance Company Ltd. The underwriting is more comprehensive that most other insurers. This allows us to provide good quality drivers, like you, more competitive rates.

We are very focused on ensuring that the individual risks are identified accurately and assessed correctly, so that we are able to provide the right price for each of our clients.

Our History

BestBuy is part of an International Group of Companies that began in the early 1980s and has grown to become an innovator in personal lines insurance. From the very beginning, the Group has introduced new methods for selling and administering insurance. We have made it easy for you to buy insurance, and have set new standards for the industry in the United Kingdom, South Africa and Australia.

We are the largest direct personal motor vehicle insurer in South Africa, and one of the largest personal lines intermediaries in the United Kingdom. The Group administers over 1.5 million policies worldwide and more than AUD$1 billion in annual premium income.

In 1999 we expanded our operations to include Australia, and to date, we have experienced exceptional growth. Combining international experience and knowledge with our high quality service standards, we are well positioned to repeat and continue the Group's success.

In Australia, the policies are underwritten by Auto & General Insurance Company Ltd, which is authorised to conduct insurance business in Australia by the Australian Prudential Regulatory Authority (ARPA).

Auto & General Insurance Company Ltd is a member of the Insurance Council of Australia and participates in the Insurance Code of Practice.

Customer Support

Tap a heading to read the answer.

Domestic and Family Violence Policy

Our Domestic and Family Violence Policy supports customers by protecting their privacy and offering timely, targeted support.

Download policy

Accessibility

How people with disabilities and language barriers can contact us by phone; and information about the accessibility of our website.

According to the federal government, about 1 in 5 Australians has a disability.1 And a similar proportion speak a language other than English at home.2

One of the factors that influences these people’s ability to participate in society is the accessibility of their environment.

BestBuy is committed to helping people with disabilities and non-English speaking people access our products and services.

This page explains how people with hearing or language challenges can contact us by phone and includes information on the accessibility of our website.

If you find it difficult to hear or speak

Use the National Relay Service, 24/7 for free

Voice Relay

Detailed instructions

SMS Relay

  • Send an SMS to 0423 677 767, with BestBuy's name, number (1800 208 228) and the message you’d like to send us.
  • Follow the prompts.
Details instructions

Teletypewriter (TTY) — Speak and Read

Detailed instructions

Teletypewriter (TTY) — Type and Read

Detailed instructions

NRS app

The NRS app allows you to make NRS Chat, NRS Captions, Voice Relay and Video Relay calls. You can download the app from Google Play or the App Store.

NRS website

If English is not your first language

BestBuy use the Translating and Interpreting Service (TIS National).
If you need an interpreter to support you on the call, let us know when you contact us and we will arrange a qualified interpreter to assist free of charge.

Website accessibility

The World Wide Web is intended to work for all people, whatever their hardware, software, language, location, or ability.

These include people with a diverse range of hearing, movement, sight and cognitive ability.

Indeed, the United Nations recognises access to information and communication technologies, including the web, as a basic human right.

The following table outlines what we’ve done to make our website accessible.

Continuous improvement

While we’ve done things to make our products and services accessible, we know there’s lots more to do, especially to our website.

Our goal is to meet an AA level of accessibility, as per the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines 2.0 (WCAG 2.0).

In the meantime, if you have any suggestions on how we could improve the accessibility of our site, please contact us.

Resources

Better web browsing: Tips for customising your computer: This W3C web page provides references to resources to help you customise your particular web browser and computer setup.

Contacting organisations about inaccessible websites: This W3C web pages describes the steps you should take to report accessibility problems with an organisation’s website.

How to find accessible media and web browsers: This article, by the Centre for Inclusive Design, looks at the accessibility features of the five most popular web browsers.

References

  1. www.aihw.gov.au/reports/disability/people-with-disability-in-australia-in-brief/contents/how-many-people-have-disability
  2. www.abs.gov.au

Financial Hardship

We’re here to support our customers by responding to claim events with expertise, compassion and efficiency.

If you’re having trouble meeting your financial obligations to us (excluding premium payments), you can ask us for financial hardship support.

Step 1. Contact us
We’ll ask you some questions to understand your circumstances, explain the financial hardship application process and answer any questions, please call us on 1300 304 341.

Step 2. Complete the financial hardship application
We will ask you to complete a financial hardship application. Depending on your specific needs, the circumstances, and the amount we may request supporting documentation to assist us in reviewing your application for support.

Step 3. Assessment of application
Once we’ve received the completed form and any required supporting documents, we’ll assess your application and communicate the outcome to you in writing within 21 days.

Types of Support
We have a range of options available to support you which may include:

  • Temporarily postponing a payment
  • Collecting a payment in instalments
  • Arranging direct payment of a claim expense (eg. hire car)

Additional support aligned to your needs:
We are committed to supporting customers in financial hardship and our team will work with you to provide support that is aligned to your specific circumstances.

Auto & General Insurance Company Ltd subscribe to the General Insurance Code of Practice 2020 ('the code'). Part 10 of the code outlines financial hardship support. The Code is independently monitored and enforced by the Code Governance Committee. The code can be accessed by visiting: http://codeofpractice.com.au/.

Financial hardship - FAQs:

What is financial hardship?
Financial hardship means you are having difficulty meeting your financial obligations to us.

How do we assess financial hardship requests?
Auto & General assess financial hardship applications on a case by case basis to support customers based on their individual circumstances.

Am I eligible for support with my premium?
Financial hardship support does not include the payment of premiums. If you are having difficulty making premium payments, we encourage you to contact our Service team.

Can I fast track my claim during a Natural Disaster?
Where a natural disaster has occurred and you need to make a related claim which has caused you an urgent financial need, we will do either or both of the following:

  • fast track our assessment and the process we follow to make a decision regarding your claim, and/or
  • pay you an advance amount to help ease your urgent financial need, within 5 business days.

What if I’m not satisfied with the outcome?
If you are dissatisfied with any aspect of our service, including the support we have offered as part of your financial hardship application, please contact us to make a complaint.

Independent Support:

The National Debt Helpline is a not-for-profit service that offers free, independent, and confidential financial counselling to help people tackle their debt.

National Debt Helpline

1800 007 007
9:30am-4:30pm AEST, Monday - Friday

ndh.org.au
National Debt Helpline Website

Make a Complaint

What to do if you're unhappy with any of our products, services, or actions.

Step 1. Speak to us
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our customer service team.

Submit a complaint form

Step 2. Our team will help you
We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable).

Our team will try to resolve your complaint immediately and will provide you with a unique reference number.

If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review.

Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 calendar days however if we know you are experiencing financial hardship we will give you our decision within 21 calendar days.

We will keep you informed of our progress at least every 10 business days.

Step 3. If we can't agree, you can seek an independent review
Our aim is to resolve complaints within 30 calendar days. If we are unable to finalise your complaint within this time, we will:

  • let you know the reasons for the delay in writing within the 30 calendar days, and
  • provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA).

Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.

AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA's decisions are binding which means that even if they aren't in our favour, we must accept them.

You have 2 years from when we make a decision on your complaint to take your complaint to AFCA.

Accessibility:
We want it to be easy for you to contact us, if you need assistance to make a complaint, please visit our Accessibility tab above for options.

Customer Assistance:
Auto & General are committed to supporting customers experiencing vulnerability. If you need assistance please let us know so we can work with you to arrange support aligned to your needs. The Auto & General Domestic and Family Violence Policy and Financial Hardship Support options are available on our website.

Our Policy:
For further information, please see the Auto & General Complaints Policy.

Auto & General subscribe to the General Insurance Code of Practice.
Please refer to http://codeofpractice.com.au/

General Insurance Code of Practice

Our insurance is underwritten by Auto & General Insurance Company Limited who is a member of the Insurance Council of Australia and a signatory to the General Insurance Code of Practice (the Code). By signing up to the Code, they promise to act in an open, honest and fair manner in all their dealings with customers.

Auto & General and BestBuy insurance are committed to helping our customers better understand their rights when buying insurance, making claims, resolving a complaint, or experiencing financial hardship.

General insurers’ compliance with the code is monitored and enforced by an independent body called the Code Governance Committee (CGC). Customers can report suspected breaches to the CGC, which then investigates and, if necessary, agrees with the insurer on corrective measures within set timeframes.

Any failure to correct a breach can lead to CGC sanctions, which are binding on insurers.

A copy of the code can be accessed by visiting http://codeofpractice.com.au/

FAQ

Frequently Asked Questions

Tap a heading to read the answer.

Who is BestBuy?

BestBuy forms part of an international group of companies, which first began operating as an insurer in the early 1980s.

Since then the Group has grown to become an international innovator in personal insurance, and is the largest direct personal motor vehicle insurer in South Africa, and one of the largest personal lines intermediaries in the United Kingdom. The Group administers over 1.5 million policies worldwide and more than AUD$1 billion in annual premium income.

In 1999 the Group expanded its operations to include Australia, and Auto & General Services Pty Ltd was established to handle policies for BestBuy Car Insurance and a variety of market segments. To date the Group has experienced exceptional growth and is well positioned to continue its success in Australia.

How do I purchase a policy?

To take out a BestBuy car insurance policy all you have to do is call one of our helpful consultants on 1800 208 228. There is no need for you to fill in any forms or leave your home as everything can be done over the phone!

Our call centre is open Monday to Friday between 8.00am and 10.30pm (EST) and Saturday 8.00am to 5.00pm (EST). You can also get a quote online in less than four minutes to find out if you could be saving both money and time. Click here for a quote.

How long does it take to get insured?

In most cases you can be insured in one easy phone call. You should have at hand details of your car and driving record and it won't take long at all. You can be insured the day you call and take out a policy, or you can choose a later date for your cover to begin.

You can take out insurance now by calling 1800 208 228. Or you can get a quote online in just four minutes. Get a quote now.

What are the best ways I can save money on my car insurance?

There are several ways to make your premium more affordable. These include: restricting drivers by age, increasing your excess, and by installing a combined alarm and immobiliser to reduce the risk of car theft.

Another option is to pay by instalment and spread the cost of your insurance. This means you are not paying for your insurance all in one payment.

Are there different ways I can adjust my car insurance premium?

To help you get the right price, we give you the option of tailoring your policy.

You can restrict drivers by age, which will reduce the level of perceived risk, therefore lowering the premium you need to pay.

At BestBuy we believe if your car insurance company has all the right information and is evaluating your risk level effectively you should not have to pay exorbitant prices.

Other optional benefits include:
  • Reduce your windscreen excess
  • Protect your No Claim Discount. T&Cs apply, please see the PDS.

What benefits are available when choosing a motor vehicle insurer?

Benefits which could be important to you include, but are not limited to:
  • Lifetime guarantee on all authorised repairs
  • Nominate your preferred repairer
  • No forms to fill in ever, including application and claim forms
  • 21 day money back guarantee if you cancel your policy

Terms and conditions apply (Please see our Product Disclosure Statement for details).

What are some of the factors which contribute to why I have a different premium to my friends?

Car insurance premiums are calculated based on the level of 'risk' the insurance underwriters associate with you and your car. So simple factors that differentiate you and someone else contribute to the perception of 'risk'.

Risk is primarily affected by the make and model of the car, the age of the driver/s and the driver's history, as well as residence. For example, not all insurers treat each suburb the same. In addition, where you park the car at night will often affect your premium.

The frequency of claims is also considered carefully. Our underwriting is more comprehensive than most other car insurers, which allows us to offer more competitive rates to Australian drivers.

What is the difference between agreed and market value?

Market value is the value of the car at the time of loss or damage, taking into account factors such as the make, model, age, kilometres travelled and overall condition. We may use local market prices, recognised industry publications or other sources to determine the market value.

Agreed value is the amount we agree to insure your vehicle for during each term of insurance. The value may change each time you renew the policy.

What is the difference between Comprehensive, Third Party Property, Fire and Theft and Third Party Property Only?

Comprehensive offers the greatest level of cover as it covers damage to your car and the third party's car.

With Third Party Property, Fire and Theft cover, you will get Third Party Property Only cover, plus cover for your own car if it is stolen or catches fire.

Third Party Property Only, is the lowest level of cover we offer; it doesn't cover any damage done to the insured car, only damage to the third party's car.

For more details click here

What are personal effects?

Personal effects are your personal belongings that are in your car at the time of an accident.

At BestBuy we provide cover for damage to your personal effects resulting from a collision involving your car. Limits do apply (Please see our Product Disclosure Statement for details).

Why do we record our telephone conversations?

Telephone calls are recorded to allow us to avoid all the paperwork you might otherwise encounter. It also means we can offer immediate cover, as we are not waiting on forms to be filled out and processed.

Another reason is that it allows us to undertake service quality assessments, which helps us ensure all our operators are focusing on delivering you the best possible customer service.

What is a No Claims Discount (NCD)?

A no-claim discount (NCD) is a discount on your Comprehensive Car Insurance premium that increases each year you don’t make an at-fault claim (it’s also sometimes called a no-claim bonus or no-claims entitlement). The more consecutive years you’re insured and remain claim-free, the bigger your discount.

Ratings start at 6 (0% discount) and decrease for each consecutive year you don’t make a claim. Our NCD is capped at 5 years and when you reach this, we apply the maximum no-claim discount, Rating 1 (15% discount). If you make one or more at fault claims, on renewal your NCD will reduce by 2 levels for each claim and the discount on your insurance will decrease accordingly. Different terms apply if you have purchased the NCD Protection option or have Rating 1 for Life.

Full details on how your No Claims Discount works is available in our Car Insurance Premium, Excess and Discount Guide.

What is the difference between a Rating 1, No Claim Discount and No Claim Bonus?

They are different terms for a scale that insurers use to rank your driving history and risk. Rating 1, NCD and NCB, all refer to a discount that is applied to the full premium.

What happens to my no claim discount if I make a claim?

Each time you lodge a claim with BestBuy, your no claim discount (NCD) is reduced by two years on renewal of your policy, unless:
  • the accident was not your fault and the at fault party can be identified
  • the damage was caused by severe weather (e.g. hail)
  • your claim is for window glass only
  • you have NCD Protection (subject to conditions).

If I choose market value how do I know how much my car is insured for?

Market value is the value of the car at the time of loss or damage, taking into account factors such as the make, model, age, kilometres travelled and overall condition.

If you want an idea of what your car may be worth you can search for your car on Redbook's website.

Who is the underwriter for BestBuy Car Insurance?

BestBuy Car Insurance policies are underwritten by Auto & General Insurance Company Ltd. Auto & General Insurance Company Ltd is an Australian Insurer authorised to conduct insurance business in Australia by the Australian Prudential Regulatory Authority (APRA).

What if I have to make a claim?

If you need to make a claim call 1300 304 341 and one of our claims consultants will help you get back on the road as soon as possible.

In most cases you will be able to deal with all claims requests over the phone. We aim to have all claims processed promptly to avoid any inconvenience.

Customer Support

Tap a heading to read the answer.

Domestic and Family Violence Policy

Our Domestic and Family Violence Policy supports customers by protecting their privacy and offering timely, targeted support.

Download policy

Accessibility

How people with disabilities and language barriers can contact us by phone; and information about the accessibility of our website.

According to the federal government, about 1 in 5 Australians has a disability.1 And a similar proportion speak a language other than English at home.2

One of the factors that influences these people’s ability to participate in society is the accessibility of their environment.

BestBuy is committed to helping people with disabilities and non-English speaking people access our products and services.

This page explains how people with hearing or language challenges can contact us by phone and includes information on the accessibility of our website.

If you find it difficult to hear or speak

Use the National Relay Service, 24/7 for free

Voice Relay

Detailed instructions

SMS Relay

  • Send an SMS to 0423 677 767, with BestBuy's name, number (1800 208 228) and the message you’d like to send us.
  • Follow the prompts.
Details instructions

Teletypewriter (TTY) — Speak and Read

Detailed instructions

Teletypewriter (TTY) — Type and Read

Detailed instructions

NRS app

The NRS app allows you to make NRS Chat, NRS Captions, Voice Relay and Video Relay calls. You can download the app from Google Play or the App Store.

NRS website

If English is not your first language

BestBuy use the Translating and Interpreting Service (TIS National).
If you need an interpreter to support you on the call, let us know when you contact us and we will arrange a qualified interpreter to assist free of charge.

Website accessibility

The World Wide Web is intended to work for all people, whatever their hardware, software, language, location, or ability.

These include people with a diverse range of hearing, movement, sight and cognitive ability.

Indeed, the United Nations recognises access to information and communication technologies, including the web, as a basic human right.

The following table outlines what we’ve done to make our website accessible.

Continuous improvement

While we’ve done things to make our products and services accessible, we know there’s lots more to do, especially to our website.

Our goal is to meet an AA level of accessibility, as per the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines 2.0 (WCAG 2.0).

In the meantime, if you have any suggestions on how we could improve the accessibility of our site, please contact us.

Resources

Better web browsing: Tips for customising your computer: This W3C web page provides references to resources to help you customise your particular web browser and computer setup.

Contacting organisations about inaccessible websites: This W3C web pages describes the steps you should take to report accessibility problems with an organisation’s website.

How to find accessible media and web browsers: This article, by the Centre for Inclusive Design, looks at the accessibility features of the five most popular web browsers.

References

  1. www.aihw.gov.au/reports/disability/people-with-disability-in-australia-in-brief/contents/how-many-people-have-disability
  2. www.abs.gov.au

Financial Hardship

We’re here to support our customers by responding to claim events with expertise, compassion and efficiency.

If you’re having trouble meeting your financial obligations to us (excluding premium payments), you can ask us for financial hardship support.

Step 1. Contact us
We’ll ask you some questions to understand your circumstances, explain the financial hardship application process and answer any questions, please call us on 1300 304 341.

Step 2. Complete the financial hardship application
We will ask you to complete a financial hardship application. Depending on your specific needs, the circumstances, and the amount we may request supporting documentation to assist us in reviewing your application for support.

Step 3. Assessment of application
Once we’ve received the completed form and any required supporting documents, we’ll assess your application and communicate the outcome to you in writing within 21 days.

Types of Support
We have a range of options available to support you which may include:

  • Temporarily postponing a payment
  • Collecting a payment in instalments
  • Arranging direct payment of a claim expense (eg. hire car)

Additional support aligned to your needs:
We are committed to supporting customers in financial hardship and our team will work with you to provide support that is aligned to your specific circumstances.

Auto & General Insurance Company Ltd subscribe to the General Insurance Code of Practice 2020 ('the code'). Part 10 of the code outlines financial hardship support. The Code is independently monitored and enforced by the Code Governance Committee. The code can be accessed by visiting: http://codeofpractice.com.au/.

Financial hardship - FAQs:

What is financial hardship?
Financial hardship means you are having difficulty meeting your financial obligations to us.

How do we assess financial hardship requests?
Auto & General assess financial hardship applications on a case by case basis to support customers based on their individual circumstances.

Am I eligible for support with my premium?
Financial hardship support does not include the payment of premiums. If you are having difficulty making premium payments, we encourage you to contact our Service team.

Can I fast track my claim during a Natural Disaster?
Where a natural disaster has occurred and you need to make a related claim which has caused you an urgent financial need, we will do either or both of the following:

  • fast track our assessment and the process we follow to make a decision regarding your claim, and/or
  • pay you an advance amount to help ease your urgent financial need, within 5 business days.

What if I’m not satisfied with the outcome?
If you are dissatisfied with any aspect of our service, including the support we have offered as part of your financial hardship application, please contact us to make a complaint.

Independent Support:

The National Debt Helpline is a not-for-profit service that offers free, independent, and confidential financial counselling to help people tackle their debt.

National Debt Helpline

1800 007 007
9:30am-4:30pm AEST, Monday - Friday

ndh.org.au
National Debt Helpline Website

Make a Complaint

What to do if you're unhappy with any of our products, services, or actions.

Step 1. Speak to us
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our customer service team.

Submit a complaint form

Step 2. Our team will help you
We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable).

Our team will try to resolve your complaint immediately and will provide you with a unique reference number.

If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review.

Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 calendar days however if we know you are experiencing financial hardship we will give you our decision within 21 calendar days.

We will keep you informed of our progress at least every 10 business days.

Step 3. If we can't agree, you can seek an independent review
Our aim is to resolve complaints within 30 calendar days. If we are unable to finalise your complaint within this time, we will:

  • let you know the reasons for the delay in writing within the 30 calendar days, and
  • provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA).

Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.

AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA's decisions are binding which means that even if they aren't in our favour, we must accept them.

You have 2 years from when we make a decision on your complaint to take your complaint to AFCA.

Accessibility:
We want it to be easy for you to contact us, if you need assistance to make a complaint, please visit our Accessibility tab above for options.

Customer Assistance:
Auto & General are committed to supporting customers experiencing vulnerability. If you need assistance please let us know so we can work with you to arrange support aligned to your needs. The Auto & General Domestic and Family Violence Policy and Financial Hardship Support options are available on our website.

Our Policy:
For further information, please see the Auto & General Complaints Policy.

Auto & General subscribe to the General Insurance Code of Practice.
Please refer to http://codeofpractice.com.au/

General Insurance Code of Practice

Our insurance is underwritten by Auto & General Insurance Company Limited who is a member of the Insurance Council of Australia and a signatory to the General Insurance Code of Practice (the Code). By signing up to the Code, they promise to act in an open, honest and fair manner in all their dealings with customers.

Auto & General and BestBuy insurance are committed to helping our customers better understand their rights when buying insurance, making claims, resolving a complaint, or experiencing financial hardship.

General insurers’ compliance with the code is monitored and enforced by an independent body called the Code Governance Committee (CGC). Customers can report suspected breaches to the CGC, which then investigates and, if necessary, agrees with the insurer on corrective measures within set timeframes.

Any failure to correct a breach can lead to CGC sanctions, which are binding on insurers.

A copy of the code can be accessed by visiting http://codeofpractice.com.au/

FAQ

Frequently Asked Questions

Tap a heading to read the answer.

Who is BestBuy?

BestBuy forms part of an international group of companies, which first began operating as an insurer in the early 1980s.

Since then the Group has grown to become an international innovator in personal insurance, and is the largest direct personal motor vehicle insurer in South Africa, and one of the largest personal lines intermediaries in the United Kingdom. The Group administers over 1.5 million policies worldwide and more than AUD$1 billion in annual premium income.

In 1999 the Group expanded its operations to include Australia, and Auto & General Services Pty Ltd was established to handle policies for BestBuy Car Insurance and a variety of market segments. To date the Group has experienced exceptional growth and is well positioned to continue its success in Australia.

How do I purchase a policy?

To take out a BestBuy car insurance policy all you have to do is call one of our helpful consultants on 1800 208 228. There is no need for you to fill in any forms or leave your home as everything can be done over the phone!

Our call centre is open Monday to Friday between 8.00am and 10.30pm (EST) and Saturday 8.00am to 5.00pm (EST). You can also get a quote online in less than four minutes to find out if you could be saving both money and time. Click here for a quote.

How long does it take to get insured?

In most cases you can be insured in one easy phone call. You should have at hand details of your car and driving record and it won't take long at all. You can be insured the day you call and take out a policy, or you can choose a later date for your cover to begin.

You can take out insurance now by calling 1800 208 228. Or you can get a quote online in just four minutes. Get a quote now.

What are the best ways I can save money on my car insurance?

There are several ways to make your premium more affordable. These include: restricting drivers by age, increasing your excess, and by installing a combined alarm and immobiliser to reduce the risk of car theft.

Another option is to pay by instalment and spread the cost of your insurance. This means you are not paying for your insurance all in one payment.

Are there different ways I can adjust my car insurance premium?

To help you get the right price, we give you the option of tailoring your policy.

You can restrict drivers by age, which will reduce the level of perceived risk, therefore lowering the premium you need to pay.

At BestBuy we believe if your car insurance company has all the right information and is evaluating your risk level effectively you should not have to pay exorbitant prices.

Other optional benefits include:
  • Reduce your windscreen excess
  • Protect your No Claim Discount

What benefits should I seek out when choosing a motor vehicle insurer?

Benefits, which could be important to you include:
  • Lifetime guarantee on repairs for as long as you own the vehicle
  • Nominate your preferred repairer
  • No forms to fill in ever, including application and claim forms
  • 21 day money back guarantee if you cancel your policy

Terms and conditions apply (Please see our Product Disclosure Statement for details).

What are some of the factors which contribute to why I have a different premium to my friends?

Car insurance premiums are calculated based on the level of 'risk' the insurance underwriters associate with you and your car. So simple factors that differentiate you and someone else contribute to the perception of 'risk'.

Risk is primarily affected by the make and model of the car, the age of the driver/s and the driver's history, as well as residence. For example, not all insurers treat each suburb the same. In addition, where you park the car at night will often affect your premium.

The frequency of claims is also considered carefully. Our underwriting is more comprehensive than most other car insurers, which allows us to offer more competitive rates to Australian drivers.

What is the difference between agreed and market value?

Market value is the value of the car at the time of loss or damage, taking into account factors such as the make, model, age, kilometres travelled and overall condition. We may use local market prices, recognised industry publications or other sources to determine the market value.

Agreed value is the amount we agree to insure your vehicle for during each term of insurance. The value may change each time you renew the policy.

What is the difference between Comprehensive, Third Party Property, Fire and Theft and Third Party Property Only?

Comprehensive offers the greatest level of cover as it covers damage to your car and the third party's car.

With Third Party Property, Fire and Theft cover, you will get Third Party Property Only cover, plus cover for your own car if it is stolen or catches fire.

Third Party Property Only, is the lowest level of cover we offer; it doesn't cover any damage done to the insured car, only damage to the third party's car.

For more details click here

What are personal effects?

Personal effects are your personal belongings that are in your car at the time of an accident.

At BestBuy we provide cover for damage to your personal effects resulting from a collision involving your car. Limits do apply (Please see our Product Disclosure Statement for details).

Why do we record our telephone conversations?

Telephone calls are recorded to allow us to avoid all the paperwork you might otherwise encounter. It also means we can offer immediate cover, as we are not waiting on forms to be filled out and processed.

Another reason is that it allows us to undertake service quality assessments, which helps us ensure all our operators are focusing on delivering you the best possible customer service.

What is a No Claims Discount (NCD)?

A no-claim discount (NCD) is a discount on your Comprehensive Car Insurance premium that increases each year you don’t make an at-fault claim (it’s also sometimes called a no-claim bonus or no-claims entitlement). The more consecutive years you’re insured and remain claim-free, the bigger your discount.

Ratings start at 6 (0% discount) and decrease for each consecutive year you don’t make a claim. Our NCD is capped at 5 years and when you reach this, we apply the maximum no-claim discount, Rating 1 (15% discount). If you make one or more at fault claims, on renewal your NCD will reduce by 2 levels for each claim and the discount on your insurance will decrease accordingly. Different terms apply if you have purchased the NCD Protection option or have Rating 1 for Life.

Full details on how your No Claims Discount works is available in our Car Insurance Premium, Excess and Discount Guide.

What is the difference between a Rating 1, No Claim Discount and No Claim Bonus?

They are different terms for a scale that insurers use to rank your driving history and risk. Rating 1, NCD and NCB, all refer to a discount that is applied to the full premium.

Will I lose my NCD if I have an accident?

You can protect your Rating 1 (maximum No Claims Discount) by selecting our NCD protection option. This allows you to have 1 claim per 12-month period of having a BestBuy Car Insurance policy, or up to 2 claims in 3 years without affecting the Rating 1.

If you have NCD protection with us for 2 consecutive claim-free years, you will qualify for a Rating 1 for life. (Which means all claims have no effect on your NCD). However, you will not lose any NCD on renewal following a window glass claim, or if the other vehicle in a collision is entirely at fault and the driver is identified to us. For other claims, your NCD may be reduced at renewal.

If I choose market value how do I know how much my car is insured for?

Market value is the value of the car at the time of loss or damage, taking into account factors such as the make, model, age, kilometres travelled and overall condition.

If you want an idea of what your car may be worth you can search for your car on Redbook's website.

Who is the underwriter for BestBuy Car Insurance?

BestBuy Car Insurance policies are underwritten by Auto & General Insurance Company Ltd. Auto & General Insurance Company Ltd is an Australian Insurer authorised to conduct insurance business in Australia by the Australian Prudential Regulatory Authority (APRA).

What if I have to make a claim?

If you need to make a claim call 1300 304 341 and one of our claims consultants will help you get back on the road as soon as possible.

In most cases you will be able to deal with all claims requests over the phone. We aim to have all claims processed promptly to avoid any inconvenience.

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