Paying excess when it’s not your fault

You will have to pay an excess, even if the damage is not your fault. Some policies have limited exceptions.

Paying excess when it’s not your fault

Mia’s* car was stolen and later found, damaged. Mia made a claim and asked the insurer to refund the policy excess, on the basis that she had not been at fault. She understood the insurer would be able to seek reparation from the offender, who had been charged by police.

Mia’s policy specified that an excess was payable except in limited circumstances, which involved an “accident with another vehicle”. As the damage was caused when Mia’s car was stolen, rather than damaged in an accident, Mia had to pay the excess.

Complaint not upheld.

*Names have been changed.

See the full case study.