What happens if your vehicle is damaged during transport?

Note: this is a general guide. Each carrier and service company handles things differently.

Key takeaways:

• Inspecting and documenting the vehicle at delivery is what makes a damage claim work.

• Vehicle damage is uncommon, especially when working with professional transport companies that follow national safety standards.

• Your vehicle is covered by our Transit Protection for eligible claims up to $80,000 while it is in our care.

• You are also protected under Australian Consumer Law if a transporter fails to exercise due care.

Arranging interstate car transport is a convenient way to move your vehicle across the country, whether you are relocating, buying or selling online, or sending a car to family. But as with any freight, unexpected things happen. At National Car Movers we prioritise the safety of every vehicle in our care. In the unlikely event that damage does occur, here is what the process looks like, what you are entitled to, and how Australian standards apply.

Is vehicle damage common?

Damage during transport is rare, and most vehicles are delivered without a scratch. The risks that do exist include:

• Severe weather such as hail or high winds
• Loose gravel or road debris on open carriers
• Loading and unloading errors
• Unforeseen road accidents

Every vehicle we move is handled by experienced carriers who work to strict safety standards and legal transport requirements.

Who does what

National Car Movers books and coordinates your move. The truck that arrives is operated by one of our contracted carriers, not by us. We stay your point of contact from quote through to delivery, and damage is reported to us rather than to the carrier.

Before your vehicle is collected

Take your own time-stamped photos of the vehicle before it goes anywhere, from every angle, including the roof, the wheels and the underside if you can get to it. Photograph the odometer as well. The carrier records the condition at pickup, and many now do that with time-stamped photos rather than a written report, but your own set costs nothing and is the thing that settles an argument later. Do the same at delivery and you have both ends of the journey on record.

Step by step: what to do if your car arrives damaged

1. Inspect the vehicle at drop-off

Inspect it thoroughly at the drop-off point, ideally with the delivery driver present so anything you find is noted on the spot. Check the exterior and interior for scratches, dents, broken lights or cracked glass, and compare it against the condition report completed at pickup. Take clear, timestamped photos or video of anything new.

2. Document the damage immediately

Write every issue onto the delivery paperwork, often called a delivery docket or consignment note, and ask the driver to sign it as well. Do not sign the delivery note as “received in good condition” if you have found new damage. Damage that is not recorded at delivery is very difficult to claim afterwards.

Who is liable?

Where damage happens while your vehicle is in our care and we are responsible for it, that is what our Transit Protection is for. It covers eligible claims of up to $80,000 per vehicle, subject to the exclusions and limits set out in our Terms and Conditions. Damage that was pre-existing, that is not recorded on the delivery condition report, or that falls outside our reasonable control is not covered. Australian Consumer Law applies on top of this: if a service provider fails to exercise due care and skill, you may be entitled to a repair or compensation, and nothing in our terms removes that.

What cover applies?

Two things work together, and they are not the same thing.

• Our Transit Protection. It covers eligible claims up to $80,000 per vehicle while your car is in our care. It is not comprehensive motor insurance and it does not cover every circumstance. The full detail, including exclusions and the liability limits, is in our Terms and Conditions.
• Your own comprehensive policy. We recommend you keep it running for the whole move. Ring your insurer and ask whether it stays in force while the vehicle is with a third-party transporter, because not every policy does.

Before you book with anyone, it is worth asking what their cover actually is, whether there is an excess, and how quickly claims get dealt with.

How to make a damage claim

Report it as soon as you can, and in writing within 48 hours of delivery. Send us the photos taken before and after the move, a copy of the pickup condition report, and the signed delivery docket showing the damage.

From there we handle it case by case. We hold cover for damage we are responsible for, we recommend you hold your own comprehensive policy as well, and where we are liable we liaise on your behalf and keep you posted rather than leaving you to deal with a carrier or an insurer yourself. Depending on the circumstances the outcome is a repair or a payment.

Need help with safe car transport?

Damage is unlikely, but it is always worth being prepared. Between the condition reports at both ends, Transit Protection while your car is with us, and your rights under Australian Consumer Law, you know where you stand if something goes wrong.

At National Car Movers we take care of your vehicle like it is our own. If you have questions about cover, damage procedures or your rights, our Australian-based team is happy to help. Get an instant quote today, or give us a ring.

Reviewed by Andrew Baxter, Customer Service Manager, National Car Movers. Last reviewed 16 September 2026. Source: National Car Movers Terms and Conditions, clauses 7 and 19.