Frequently Asked Questions
Find answers to the most common questions about our not-at-fault accident replacement car service.
- FAQs
Rights & Obligations
If you’re not at fault, the at-fault driver’s insurer is responsible for covering the hire costs.
You won’t be charged for the vehicle hire itself.
You’ll only need to cover your own fuel, tolls, parking, or fines just as you would in your own car.
Under your agreement with JAC Rentals, you are not liable for rental costs as long as:
- You are not at fault
- You cooperate with our cost-recovery process
- You comply with the terms of your hire agreement
If we require your assistance (for example, providing documents, statements, or attending court if necessary), you must cooperate so we can recover costs from the at-fault insurer.
Failure to assist may result in some charges becoming your responsibility
No. Using our service should not impact your insurance policy.
Because you are not at fault, you are not required to claim under your own insurance.
The cost of the replacement vehicle is recovered from the at-fault party or their insurer not yours.
Your responsibilities include:
- Acting in good faith and in the best interest of JAC Rentals.
- Not delaying or obstructing the recovery of hire costs from the at-fault party.
- Providing all required documentation promptly (driver’s licence, accident details, insurer information, etc.).
- Being truthful and transparent throughout the process.
- Not releasing or agreeing to release the at-fault driver from liability without notifying us.
- Assisting in the recovery process where needed (e.g., providing statements or documents; court proceedings are rare but may occur in limited circumstances).
- Informing us as soon as your repairs are completed or if your vehicle is declared a total loss.
These obligations help ensure the cost recovery process runs smoothly, protecting both you and us from unnecessary delays.
- FAQs
Eligibility
If the at-fault driver’s insurer disputes liability, we may not be able to provide you with a replacement car until liability is confirmed.
We can contact the other driver’s insurer to check the status of the investigation and update you once liability has been determined.
Not-at-fault replacement cars are only available for accidents involving another vehicle.
Collisions with animals, wildlife, or other non-vehicle objects (e.g., poles, fences, walls) are not eligible under the not-at-fault entitlement.
We recommend contacting your insurer to explore your options.
Yes. Rear-end collisions typically place fault on the driver behind you.
As long as you are confirmed not at fault and meet our eligibility criteria, we can provide a like-for-like replacement vehicle.
Please complete our online application.
If you’re not at fault and your car is unroadworthy, we may still be able to organise a replacement vehicle even while some details are pending.
A member of our team will guide you through what information is required to confirm eligibility and arrange delivery.
Yes. You do not need to have your own insurance to be eligible.
Under Australian law, you are entitled to a like-for-like replacement vehicle if you were not at fault.
Eligibility depends on confirming the at-fault driver’s details and insurer.
Yes. If you were not at fault, your entitlement does not depend on your own insurance policy.
We recover the cost of the replacement car directly from the at-fault party’s insurer not yours.
You can apply online at any time.
Yes. If you meet our eligibility criteria, we can provide a replacement vehicle for the entire duration of your repair timeline.
If your car is declared a total loss, the replacement vehicle can be kept until the insurer finalises your settlement.
Yes. You can check your eligibility online anytime.
Simply provide a few details about the accident and the other driver, and our team will assess your entitlement.
If additional information is required, we’ll contact you directly.
Not-at-fault replacement vehicles are only available for accidents involving another motor vehicle.
Accidents involving animals (including pets, livestock, or wildlife) do not meet the eligibility criteria.
Please contact your insurer to discuss your options
- FAQs
Other
JAC Rentals assists strictly with accident replacement vehicles. For injury-related matters, please refer to your state’s official resources.
You can reach our team by phone, email, or by visiting one of our branches.
(Full contact details to be added here.)
We offer a strong track record, a diverse fleet, reliable customer support, and fast delivery of like-for-like accident replacement vehicles.
It’s a vehicle provided to not-at-fault drivers so you can stay mobile while your own car is being repaired or assessed.
It means we aim to provide a replacement vehicle similar to the one involved in your accident based on availability and suitability.
Yes, we can arrange child seating upon request prior to vehicle delivery.
Hybrid and electric options depend on availability at the time of hire.
You can note a preference, and we will do our best to accommodate it depending on fleet availability.
We service many metropolitan and regional areas. Eligibility depends on location and vehicle availability.
- FAQs
Pick up and Return
Yes. We can arrange delivery and collection of your replacement vehicle at a time and place that suits you whether that’s your home, workplace, or the repair shop where your car is being fixed.
Our goal is to make the process as smooth and convenient as possible.
Eligible customers can keep their accident replacement car for the entire duration of their repair period.
If your vehicle is declared a total loss, you may keep the replacement car until your insurer finalises your settlement.
Your hire period is based on your entitlement as a not-at-fault driver.
- FAQs
Existing Customers
No. Smoking is strictly prohibited in all JAC Rentals vehicles.
A cleaning fee will apply if the vehicle is returned with evidence of smoking.
Yes. Additional drivers can be added at no cost to you as the not-at-fault driver.
Please contact our team to register the additional driver. You’ll need to provide their full name and a copy of their driver’s licence.
Will there be a charge to include an additional driver?Will there be a charge to include an additional driver?Will there be a charge to include an additional driver?Will there be a charge to include an additional driver?
The correct fuel type will be shown on a sticker located near the fuel cap or inside the vehicle.
If you’re unsure, please contact us before refuelling.
Yes. You can use your existing toll account.
If you need help linking the vehicle to your account, contact our team and we’ll assist you.
Pets are not permitted in JAC Rentals vehicles, as this may result in additional cleaning charges.
Registered assistance animals are an exception please contact us before delivery so we can update your booking.
No deep clean is required.
However, the vehicle must be returned in a reasonably clean condition, similar to how it was provided, to avoid cleaning fees.
Yes. All JAC Rentals vehicles are supplied with a full tank and must be returned with a full tank to avoid refuelling charges.
Common reasons for charges include:
- Toll usage + administration fees
- Traffic or parking infringements
- Cleaning fees if the vehicle was returned excessively dirty
- Refuelling charges if returned without a full tank
- Damage not covered due to breach of terms
If you need clarification on any charge, please contact our team.
Please contact us immediately so we can assist you.
To ensure your liability remains reduced to zero, you must:
- Report the accident to us straight away
- Provide full accident details, including time, location, other parties involved, and insurer information
- Ensure the authorised driver named on the agreement was driving
- Follow any reasonable instructions from our team
If you fail to notify us or breach the agreement conditions, you may be liable for damage costs.
- FAQs
Application process
To process your application, we require the following details:
- Your personal information, including your driver’s licence number and contact details
- A clear copy of your driver’s licence
- Your vehicle’s registration and insurance information (if insured)
- The at-fault driver’s details, including their name, registration number, insurer, and contact details
- Information about the accident
- Witness details, if available
Once you submit your application, our team will review your eligibility and contact you with the next steps.
Yes. You can submit an application ahead of time.
Once approved, we will reserve a replacement vehicle and schedule delivery for the date your repairs begin.
This helps ensure you’re never left without transport.
Most applications are assessed within 24–48 hours, depending on how quickly liability is confirmed with the at-fault driver’s insurer.
In many cases, we can approve applicants much faster — sometimes within the same day.
If your situation is urgent, please contact us so we can prioritise your request.
- FAQs
Payments and Charges
If you are not at fault, the at-fault driver’s insurer is responsible for covering the hire costs.
You will not be billed for the replacement vehicle itself.
However, you are still responsible for your own fuel, tolls, infringements, and any other charges you would normally incur when driving your own car.
Under your agreement with JAC Rentals, you are not liable for rental costs as long as:
- You are not at fault
- You cooperate with our cost-recovery process
- You comply with the terms of your hire agreement
If we require your assistance (for example, providing documents, statements, or attending court if necessary), you must cooperate so we can recover costs from the at-fault insurer.
Failure to assist may result in some charges becoming your responsibility
As long as you comply with your obligations and provide any reasonable assistance we need, you will not be liable for rental costs if the insurer disputes or delays payment.
Your protection is outlined in the terms and conditions of your agreement.
If you are hiring a replacement vehicle for business use and your damaged vehicle is registered for GST, GST may apply.
Our team will explain how GST is handled in your situation before your booking is confirmed.
You will not be billed for the hire charges themselves.
However, you are responsible for:
- Fuel
- Toll fees (plus any applicable administration fees)
- Traffic or parking infringements
- Excessive cleaning fees
- Damage that occurs due to misuse or breach of the agreement
In rare cases, you may also be required to pay costs related to:
- Returning the car without the same fuel level
- Returning the car in unacceptable condition
- Damage caused when the authorised driver was not in control of the vehicle
Full details can be found in your rental terms and conditions.
We collect your credit card details to process any applicable charges not covered by the at-fault insurer, such as:
- Fuel fees (if returned without a full tank)
- Tolls
- Traffic or parking infringements
- Excessive cleaning fees
- Unapproved or late returns
- Administrative fees related to the above
Your card will not be charged for rental costs when you are not at fault.
Yes. Fuel and tolls are normal driving expenses and remain your responsibility.
Being not at fault means the insurer covers the rental cost, but not your personal usage charges.