HOW THE SERVICE WORKS
Start with the facts, then take the next step at your own pace
The website helps you organise what happened, understand common options and prepare useful questions. If you call, you can talk through the situation without having to know every detail immediately.
- 1
Use the safety information first
Deal with immediate danger, injuries, police reporting and insurer notification before considering a commercial service.
- 2
Prepare the basic facts
Have the date, location, registrations, contact details, photographs, insurer information and any police reference available. Do not guess where you are unsure.
- 3
Ask who is handling the call
The call handler should identify the organisation responsible for the call and explain how it will use your information. Do not share medical records or identity documents until the recipient and secure route are clear.
- 4
Understand any proposed service
The provider must explain what it may be able to do, who would provide each element, the terms, privacy information, risks and any applicable charges.
- 5
Choose the route that feels right
Compare any proposed service with speaking to your own insurer or another appropriately authorised provider. Take time to read the terms and ask about anything that is unclear.
TAKE YOUR TIME
Only continue when the route is clear
Write down the organisation’s name, what it is offering, any costs or responsibilities, and how your information will be used.
Read anything you are asked to agree to and keep a copy for your records.