Question 1

Someone told me I don't have a case. Can you check?

Accepted Answer

Yes. Plenty of people get told no and assume there's nothing — usually there is. It's worth a phone call. We'll listen to what happened, tell you candidly where you stand, and if there's real support available we'll help you get it.

Question 2

What if I've already started with someone else?

Accepted Answer

That's usually fine to untangle. You can move across at most stages. Have a chat with us before signing anything or making changes, and we'll talk you through it.

Question 3

Why call Accident Hub?

Accepted Answer

We help people after a NSW car accident — fault or not, hurt or not. Short phone call, plain English, no jargon. We figure out what you're owed and help you get it. That's the whole thing.

Question 4

You accept people who caused the crash?

Accepted Answer

Yes. Plenty of people in that situation assume there's nothing available. Often there is — income while you recover, medical costs, that kind of thing — depending on the details. Worth a phone call to find out.

Question 5

Do I have to be injured to call you?

Accepted Answer

No. A lot of the calls we take are from people who aren't hurt — they just had a prang and don't know what comes next. We help with the whole situation, not only the injury side. If you had a car accident in NSW and you're unsure what to do, that's enough reason to pick up the phone.

Question 6

What if the other driver took off?

Accepted Answer

Still ring us. Hit-and-run situations have their own path, and it runs even when nobody's traced the other car. The police report matters here, so get an event number if you can. Then leave the rest with us.

Question 7

Can I use you if I already accepted the first offer from the insurer?

Accepted Answer

Sometimes yes, sometimes it's too late — depends on what you signed and how long ago. Don't assume it's done before you've had a chat with us. Ring us on (02) 7238 7379 and we'll tell you straight whether there's anything still open.

Question 8

How are you different from a no-win-no-fee lawyer?

Accepted Answer

The big one: we take people plenty of firms won't — folks who caused the crash, folks with smaller injuries, folks who already got told no. The other one: one person looks after your whole situation, not a receptionist plus an intake team plus a lawyer. Short phone call tells you whether we're the right fit.

Question 9

What does 'at fault' actually mean?

Accepted Answer

It means you were the one responsible for the crash — failing to give way, rear-ending someone, drifting across a lane. Fault is worked out from the facts (witnesses, damage patterns, CCTV, police reports), not from what anyone said at the scene. Being at fault affects some parts of what you can claim, but it doesn't lock you out completely.

Question 10

Can I claim if I was partly at fault?

Accepted Answer

Yes. Partial fault usually just reduces things proportionally — it doesn't shut you out. If you're not sure what that looks like in your situation, give us a call and we'll walk you through it.

Question 11

I don't know whose fault it was

Accepted Answer

Common. Most people aren't sure at the time. Fault gets worked out later based on the evidence. Our job is to make sure the right evidence gets gathered early — photos, statements, CCTV — so the call is made on a proper record, not just one driver's version.

Question 12

They're saying it was my fault, but I don't agree

Accepted Answer

That position can be challenged. Insurers sometimes reach the cheapest answer rather than the right one. Leave it with us and we'll review what's there, push back where it's wrong, and escalate if needed.

Question 13

Do I need to prove they were at fault?

Accepted Answer

For some parts of a claim, yes — fault has to be established. For other parts, like early income support and medical while you recover, fault isn't a block. Even if you caused the crash, there's usually real support available. Worth a phone call to find out what applies.

Question 14

What if I wasn't wearing a seatbelt or helmet?

Accepted Answer

It comes up, and it doesn't always sink things. The scheme looks at how much the seatbelt or helmet would have changed the outcome — not just whether you were wearing one. If it mattered, your share might be adjusted. If it didn't, it doesn't. Either way, ring us before you assume anything.

Question 15

Does drink-driving wipe out my claim entirely?

Accepted Answer

Not always. Some of the early support for recovery can still run even where alcohol is in the picture, depending on the detail. The damages side is harder. Don't write yourself off before you've had a chat — give us a call and we'll tell you what your specific situation actually looks like.

Question 16

Can I still claim if the police didn't attend?

Accepted Answer

Yes. Plenty of crashes never have police at the scene. What matters is that the accident is reported somewhere — the Police Assistance Line on 131 444, or an online report — so there's an event number. If that didn't happen either, we'll help you work out how to document it now.

Question 17

My passenger was hurt and they blame me. What do I do?

Accepted Answer

Ring us before things get tangled. Your passenger usually has their own path for injury support, even if you were driving and at fault. That's separate from what's available to you. We'll sort through who claims what — you don't need to figure it out on your own.

Question 18

Whose insurance pays?

Accepted Answer

Every NSW-registered car carries personal injury cover (the green slip you pay for every year with your rego). For injuries, the claim usually runs against the at-fault car's insurer. If you were the driver at fault, it's your own. If you were a passenger, cyclist, or pedestrian, it's the car that hit you. If the other driver took off or wasn't registered, there's still a safety net. We figure out who's on the hook on the first call.

Question 19

What if the insurer says no?

Accepted Answer

Happens sometimes, and it's often an opening move rather than the final answer. We push back — internal review, and if that doesn't get it done, we escalate it. Most knock-backs get sorted before it goes anywhere near a hearing.

Question 20

What's a green slip?

Accepted Answer

It's the personal injury insurance every NSW-registered car has to carry — you pay for it each year when you renew your rego. It's the policy your injury claim runs against.

Question 21

The other driver wasn't insured

Accepted Answer

Every NSW-registered car has to carry personal injury cover by law. If the other driver was unregistered or took off, there's a safety net that kicks in. Give us a call and we'll sort it.

Question 22

Do I have to deal with the insurer myself?

Accepted Answer

Not unless you want to. Calls, letters, requests from the insurer — we handle that side. You get summaries rather than a stream of paperwork. The only time we bring something to you is if you're the only one who can answer it, and we'll brief you before any call.

Question 23

How long after the accident can I still call you?

Accepted Answer

Sooner is always better — some parts of the scheme are easier to set up early. That said, plenty of people ring us weeks or months after the crash, and there's often still something to be done. Don't write it off. Pick up the phone and we'll tell you straight whether the door is still open.

Question 24

What if my doctor says I'm fine but I still feel off?

Accepted Answer

Trust what you're feeling and keep a record. Go back to the GP, see a second one if you need to, write down what's happening and when. Things like sleep, concentration, moods and low-level pain often show up properly only after a few weeks. Ring us and we'll talk through how to document it the right way.

Question 25

Can I switch to you if I've already started a claim somewhere else?

Accepted Answer

Usually, yes. You can move across at most stages, and the work that's been done doesn't disappear. Don't sign anything, don't accept a final offer, and don't cancel anything without a quick chat with us first. One phone call and we'll walk you through how a move would look.

Question 26

Does my employer need to know about this?

Accepted Answer

If the accident is affecting your ability to work, yes — they'll need enough to manage your absence and any support through payroll. That doesn't mean they get the whole story. We help you work out what to share and what you don't need to. Leave it with us and we'll sort the shape of it.

Question 27

What kind of support is actually available?

Accepted Answer

Depends on the situation, but usually: income while you can't work, medical bills paid directly to your doctors and physios, rehab, psychological support. For more serious injuries, there's often a lump sum on top. Exact numbers come from the details of your situation — a phone call is the fastest way to get a clear picture.

Question 28

How long before I see money?

Accepted Answer

Income support usually starts flowing within a few weeks once we've lodged and the paperwork's in. Lump-sum settlements come later — generally after your injuries have stabilised — because a fair figure needs to wait until the medical picture is clear. We move each step along as the evidence allows.

Question 29

Will I have to go to court?

Accepted Answer

Almost never. Most matters get sorted without a hearing. If one's ever on the cards, we prep you properly — but it rarely gets there.

Question 30

What does it cost to use you?

Accepted Answer

Give us a call and we'll walk you through what your situation looks like cost-wise. Nothing gets signed before you know exactly where things stand.

Question 31

I'm self-employed / casual / a carer — does that change anything?

Accepted Answer

You're still covered. Self-employed income gets worked out from tax returns and BAS. Casual income is worked out from your recent pattern. Carers and unpaid workers can claim for replacement help — cleaning, childcare, shopping, that kind of thing. We document it properly so what you get reflects what you were actually earning or doing.

Question 32

What if I was on a work visa or a student visa?

Accepted Answer

You're still covered. The injury support side of the scheme doesn't care about your visa status. We've helped people on working holidays, students, international drivers — you've got the same path as anyone else. Ring us and we'll walk you through it.

Question 33

Does compensation affect my Centrelink, NDIS or disability pension?

Accepted Answer

It can interact, and it's worth setting up properly so you don't get any nasty surprises later. We plan it alongside whatever support you're already on, and we flag anything you'll want to tell Centrelink or the NDIS about. Don't worry about working this out on your own — leave it with us.

Question 34

Will this mess with my next car insurance premium?

Accepted Answer

The injury side of things usually sits separately from your comprehensive car insurance, so it doesn't normally move your premium the way a property claim does. Every insurer is a bit different though. If it's a concern, mention it on the call and we'll help you think it through.

Question 35

Can I see my own doctor?

Accepted Answer

Yes. You pick your GP. If you'd prefer one who's used to dealing with accident paperwork, we can point you to someone — but you're not required to change.

Question 36

What if my treatment gets knocked back?

Accepted Answer

We push back. A knock-back isn't the final word. Often it gets approved on review. If it doesn't, we escalate it — and in the meantime we'll help keep your treatment going so your recovery doesn't stall.

Question 37

How long does treatment cover last?

Accepted Answer

For soft-tissue injuries, there's support that lasts a while. For more serious injuries, it runs longer — as long as it's genuinely needed. We keep approvals in place throughout.

Question 38

What if I need surgery?

Accepted Answer

Covered when it's medically necessary. We get the pre-approval, coordinate with the surgeon's practice, and keep your income support going while you recover. Rehab after surgery is covered too.

Question 39

What if I develop anxiety or depression after the crash?

Accepted Answer

It's more common than people think, and it's covered the same as a physical injury. We sort psychological sessions and psychiatric review where needed, and make sure the documentation reflects the real impact of what happened.

Question 40

What if my injury only shows up weeks after the accident?

Accepted Answer

It happens a lot — stiff necks, back pain, trouble sleeping, headaches. Don't ignore it. See a GP and get it on the record, mention the crash by name, and ring us. Late-appearing injuries are still covered when the link to the accident is clear. The sooner you document it, the cleaner the picture.

Question 41

What about mental health or PTSD after a crash?

Accepted Answer

Covered. A lot of people are surprised by how much the crash sits with them — sleep goes, driving feels different, the same intersection gets avoided. See a GP for a referral and ring us. Psychological support is treated the same as physical injury once it's properly documented.

Question 42

Can I see my own physio instead of one you recommend?

Accepted Answer

Yes. We don't tell you where to go. If your physio is happy to work with the scheme's paperwork, we keep things with them. If you'd rather use someone we know is used to accident claims, we can suggest a few. Either way, it's your choice.

Question 43

What should I do at the scene?

Accepted Answer

Stop as soon as it's safe. Check yourself and anyone else for injury. Swap names, licence numbers, rego plates, and insurer details with the other driver. Take photos — the cars, the damage, where they ended up on the road, skid marks, street signs, the other driver's licence. Don't argue about fault and don't admit it. When you're out of the immediate situation, give us a call.

Question 44

Should I call the police?

Accepted Answer

Call 000 if anyone's injured, if the other driver won't give their details, if someone's left the scene, or if the cars are blocking traffic and can't be moved. Otherwise you can report it afterwards to the Police Assistance Line on 131 444. Either way, get the event number — you'll need it later.

Question 45

I feel fine at the scene — am I injured?

Accepted Answer

Adrenaline masks a lot. Whiplash, soft-tissue strains, and concussion can take a day or two to show up. If you feel sore the next morning, or anything feels off, see your GP within a couple of days. The first medical record matters, and acting early gives you more options.

Question 46

How quickly do I need to do something?

Accepted Answer

Sooner is better. The faster you get in touch, the more of your options stay open. You don't need to have it all figured out — just give us a call and we'll walk you through what comes next.

Question 47

What do I need before I call?

Accepted Answer

Nothing in particular. We'll work through the details with you on the call. If you've got the other driver's rego, licence, or insurer details, that helps — but if you don't, we work with whatever you've got.

Question 48

What should I have ready before I ring you?

Accepted Answer

Nothing you don't already have. If the basics are in front of you — the other driver's rego and name, any photos you took, the police event number if there is one, your green-slip insurer's name — the call goes faster. If you've got none of that, ring us anyway. We'll build the picture together.

Question 49

Does calling you mean I have to use you?

Accepted Answer

No. The first call is there so you can figure out where you stand. A lot of people ring, get a clearer head on their situation, and decide what they want to do from there. No lock-in, nothing to sign. If we're the right fit, we'll tell you. If we're not, we'll point you at who is.

Question 50

How do I describe my accident if I'm not sure what happened?

Accepted Answer

Tell it to us the way you'd tell a mate. Where you were, what you remember, who was around, how it ended up. A lot of people think they need to have the story clean before they ring. They don't. The gaps and "I'm not sures" are useful — we work them out together.

Question 51

I think I'm overreacting. Is it worth ringing?

Accepted Answer

Yes. Most people who ring us start with "this is probably nothing", and a lot of those calls turn into real claims. There's no downside to a short conversation. If it is nothing, we'll tell you and you carry on with your day.

Question 52

What does Accident Hub actually do?

Accepted Answer

We help people sort out NSW car accidents. You had a crash — we help you work out what you're owed and help you get it. Fault or not, hurt or not. Short phone call gets it started.

Question 53

What does it cost?

Accepted Answer

Give us a call and we'll walk you through your situation. Nothing gets signed before you know exactly where things stand.

Question 54

Who actually does the work?

Accepted Answer

Our team. Same people from the first call through to the end. You don't get passed around, and you've got one point of contact throughout.

Question 55

My situation is unusual

Accepted Answer

We've seen most of it — multi-car crashes, rideshare on shift, someone hit in a car park, someone on an overseas licence. If a car was involved and a person got hurt in NSW, give us a call. If we're not the right fit, we'll tell you straight.

Question 56

What happens after I call?

Accepted Answer

We take the basics — what happened, how you're doing, a few details — and get started. One person looks after your file from the first call through to the end. You don't have to chase us.

Question 57

Are you based in Sydney?

Accepted Answer

Yes. We're a NSW operation, built around Sydney and Western Sydney. Most of our calls come from Parramatta, Blacktown, Liverpool, Bankstown and the city. That said, the phone works the same from anywhere in the state — we help people from the Central Coast, the Blue Mountains, Newcastle, Wollongong, country NSW, the lot.

Question 58

How do you make this work without the usual lawyer jargon?

Accepted Answer

By doing it on purpose. A lot of what gets written about car accidents in NSW is full of words that make people feel dumb. That's not helpful when you've just had a crash. We speak like you'd talk about it at the kitchen table — what happened, what's next, what you should know.

Question 59

What if I want a second opinion?

Accepted Answer

Go get one. We'd rather you felt settled than rushed. If you want to check what we're saying against someone else, tell us — we'll even explain it in a way that makes comparing easy. Nobody here is precious about that. Ring us on (02) 7238 7379 and we'll make it simple.

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