Insurer's market value offer too low? Your options

1. Find out exactly what was valued

Ask your insurer for the valuation they used. It shows the year, make, model, variant and kilometres they valued, and often the cars they compared with.

Check each detail against your rego papers and the build plate. A different variant or the wrong kilometres is one of the most common reasons two valuations differ.

2. Look at what similar cars are selling for

Find cars for sale now that match yours: the same year, make, model and variant, in your state, with similar kilometres and no damage or write-off history. Screenshots are better evidence than links, because listings disappear once a car sells.

When AFCA asks a complainant for evidence, it asks for "What they consider the pre-accident value of their vehicle was, with any supporting information (this may include assessor reports, valuations or sale advertisements)".

3. Include your accessories

Accessories fitted to the car, such as a bull bar or tow bar, can add value. Invoices help. If you've lost one, a current listing for the same item shows what it costs today.

4. Send your evidence to the insurer

You can send your insurer the evidence and ask them to review the offer. Keep a copy of everything you send and note the date.

5. The insurer's complaints process, then AFCA

Insurers must have an internal complaints process. Insurers generally have 30 calendar days to respond to a complaint, under ASIC's rules for internal dispute resolution.

If a complaint isn't resolved to your satisfaction, AFCA is a free, independent service for complaints about insurers. Time limits apply. AFCA decides each complaint on its own facts.

Can I ask my insurer for the valuation they used?

Yes, you can ask your insurer for a copy of the valuation they relied on. It shows which car they valued and how.

Is AFCA free?

Yes. AFCA is free for consumers. Time limits apply, so check them on AFCA's website.

What evidence is useful?

Listings of the same year, make, model and variant for sale in your state, with similar kilometres, plus invoices or listings for any accessories.