Frequently

Asked Questions

Frequently
Asked
Questions

We understand you may have a few questions about the services we provide, so we have put together our most frequently asked questions.

Feel free to call us at anytime if you feel more comfortable having a chat with one of our specialists.

phone handle 1300 00 4487

What does I'm in the Right do?

We are in the business of hiring replacement vehicles to 'not at fault' parties involved in car accidents who temporarily lose the ability to use their own vehicles due to damage caused by those accidents. We then arrange for the recovery of the hire car costs from the insurer of the 'at fault' party.

We are able to provide this service because the 'at fault' party is obliged at law to pay the reasonable costs associated with the 'not at fault' party's hire of a replacement vehicle.

When you can say "I'm in the Right" and you agree to appoint us as your agent to arrange for the recovery of the hire car costs on your behalf (i.e. usually by engaging lawyers), then we will hire you a vehicle for you to use until the repairs to your vehicle are completed or you have received a total loss payout, if your vehicle is written off.

We will then arrange for the recovery of the hire car costs from the insurer of the ‘at fault’ party, on your behalf.

  • What most people who have had a car accident know is that finding a replacement vehicle quickly is not easy and dealing with insurance companies is usually an annoying, complicated and time-consuming exercise.
  • We will give you a replacement vehicle and deal with the insurers so you can be back on the road as soon as possible and not be frustrated by the hire car cost recovery process. This is our service to you!
  • Our goal is to put you in the position you were in immediately prior to the accident as soon as possible, so you suffer no inconvenience as a result of that accident.
  • We have a 24-hour, 7 days a week Customer Service Team that can usually arrange a replacement vehicle for you from our large range of exotic, prestige, standard and commercial vehicles, at zero upfront cost. We will deliver the vehicle to the place that suits you best and at any time, day or night. We can also usually collect it from wherever is convenient to you.
  • Not all insurance companies will offer you a replacement vehicle, and the offers made by those that do are usually inferior to ours, as they do not try to provide comparable vehicles. They will also only give you a replacement vehicle for a very limited period of time.
  • We also strive to ensure that our hire car rates are fair and reasonable in that they reflect market rates.
  • Our vehicle insurance policy is designed to give you the same financial protection that your own motor vehicle insurance policy provides you. This is because our goal is to ensure that you are not worse off financially by engaging us.
  • We also have the expertise, should you need it, to provide you with free advice about reputable repairers, reliable towing companies and competent mechanics and to help you maximise your total loss payout if your vehicle is written-off.

The Hire and Recovery Agreement governs your legal relationship with us. It sets out all your responsibilities (both in relation to the hire of our vehicle and the recovery of the hire car costs) and enables us to act on your behalf to recover the hire car costs.

It is recommended that you read the terms of the Hire and Recovery Agreement and raise any concerns you may have with it with your Customer Service Representative before you decide to sign it.

The hire car costs are paid by the insurer of the 'at fault' party.

In limited cases, it may be necessary to commence legal proceedings in your name (see "What if the 'at fault party does not pay the hire car costs?").

So long as you are honest and co-operate with us in our efforts to recover the hire car costs and do not otherwise breach the Agreement, then you will not be required to pay the hire car costs out of your own pocket, regardless of whether we only recover a portion of those costs or fail to recover them at all.

However, you will need to pay for any charges that you incur whilst you have possession and use of our vehicle (e.g. tolls. See "Will I need to pay for anything?").

We will generally only every charge your credit card to cover costs that you would ordinarily incur in running your own vehicle, such as:

  • a charge to refuel our vehicle, if you fail to return it with the same level of fuel;
  • tolls;
  • traffic, parking or toll infringement notices;
  • cleaning fees if the vehicle is returned in an excessively dirty condition (e.g. if anyone has smoked in the vehicle).
  • an excess if our vehicle is damaged.

You authorise us to debit your credit card to pay for all such charges that you incur.

No. You will not be required to pay any legal or other costs incurred by us in seeking to recover the hire car costs out of your own pocket, regardless of the outcome of our efforts.

You must comply with the terms of our agreement with you, which includes an obligation to:

  • act in our best interests in connection with the recovery of the hire car costs;
  • do your best to ensure the repair or replacement of your vehicle proceeds without any delay (e.g. by giving authority for the repair work to commence);
  • immediately notify us once repairs to your vehicle have been completed or you have been notified of a total loss payout, and otherwise keep us up to date regarding the timeframe for the repair or replacement of your vehicle;
  • do all things reasonably necessary to assist with the recovery of the hire car costs, including by providing documents we reasonably require; and
  • not do anything that may affect our ability to recover the hire car costs.

Unfortunately, we are sometimes unable to resolve the matter with the ‘at fault’ party. If this happens, it may be necessary to commence legal proceedings in your name. You will be required to co-operate with us and do all things reasonably necessary to assist with the legal proceedings, including providing a statement or affidavit and, in rare cases, appearing in court to give evidence.

However, you will not be required to pay out of your own pocket any costs incurred by us in seeking to recover the hire car costs, regardless of the outcome of our efforts, and so long as you are honest and cooperate with us in our efforts to recover the hire car costs and do not otherwise breach the Hire and Recovery Agreement, you will not be required to pay the hire car costs out of your own pocket, whether we only recover a portion of those costs or fail to recover them at all.

If your vehicle is driveable, we will provide you with a replacement vehicle when you drop your vehicle off for repairs.

If your vehicle is not driveable, we can usually provide you with a vehicle within 24 hours.

You will usually be able to keep our vehicle for the duration of the repair period or until you receive a total loss payout, if your vehicle is written off, provided you promptly respond to any request from us for information or documents and do not otherwise breach the Hire and Recovery Agreement.

Only you, or a person authorised in writing by us, may drive our vehicle.

Yes. You and any additional driver(s) must be at least 21 years of age, unless authorised in writing by us, and hold a current driver’s licence (that is not a learner’s permit and is not suspended, endorsed or cancelled ) which is valid for our vehicle for the likely duration of the hire period.

In addition, you will be ineligible to hire a vehicle from us if you:

  • have had motor vehicle insurance declined, a motor vehicle insurance policy cancelled or had special conditions applied to a motor vehicle insurance policy by any insurer in the last 5 years;
  • have been convicted of an alcohol or drug related traffic offence, been disqualified from driving or had a driver’s licence suspended, endorsed or cancelled in the last 5 years; or
  • suffer from a physical or mental condition or impairment that may interfere with your ability to control and drive our vehicle.

Yes, provided you obtain our written authority and provide us with the driver’s licence of each additional driver before they drive our vehicle.

You must:

  • exchange details with all involved parties;
  • not make any admission of liability;
  • report any damage to, and/or or accident involving, our vehicle to us as soon as possible and no later than 24 hours after the damage and/or accident occurs;
  • provide any information or documents we request within 48 hours of any such request;
  • ensure you are honest in any information you provide us; and
  • not arrange for our vehicle to be moved or repaired, unless authorised in writing by us to do so or in the case of an emergency.

If you fail to comply with these rules, you may be liable for all loss and damage suffered by us (i.e. you will lose the benefit of any limitation on your liability).

To find out if you qualify for a replacement vehicle, please contact us on 1300 00 IITR (4487).

Yes. You must also authorise us to debit your card to pay for all charges you incur.

No. The hire car costs will be recovered from the insurer of the ‘at fault’ party.

We will endeavour to arrange a vehicle which is comparable to your vehicle from our large range of exotic, prestige, standard and commercial vehicles. However, our ability to provide you with a comparable vehicle will depend on a range of factors, including the availability of vehicles in our fleet and the age of your vehicle. If a comparable vehicle is not available at the time of hire, we will provide you with another vehicle from our fleet, until a more comparable one becomes available.

No. However, you will be charged a per kilometre fee for each kilometre driven in excess of the kilometre allowance of 100km per day, averaged over the duration of the hire period. However, this charge will be recovered from the ‘at fault’ party.

Yes, all our vehicles are comprehensively insured. Your liability to us for each incident that results in loss or damage (other than water damage) is limited to the amount of the Accident Damage Excess (ADE) or Underage Accident Damage Excess (UADE) (if you or any driver is under the age of 25 when the loss or damage occurs) noted in the Hire and Recovery Agreement.

You may reduce the amount of ADE or UADE by purchasing optional Accident Excess Reduction (AER) or Underage Accident Excess Reduction (UAER). The cost of AER or UAER will be claimed from the ‘at fault’ party.

No. You will be liable for all loss and damage arising from a ‘prohibited use’ of our vehicle, allowing a ‘prohibited person’ to drive our vehicle or for the other reasons specified in the Hire and Recovery Agreement.

If your vehicle is a total loss, you must immediately provide us with a copy of any notice or letter you receive advising you of this fact and/or about any payout and notify us as soon as you receive a total loss payout. If you fail to do so, you may be liable for that portion of the hire car costs which could not be recovered from the ‘at fault’ party by reason of your breach.

If your vehicle is registered or used for business purposes and you are registered for GST, you may be entitled to claim an input tax credit for the GST component of the hire car costs. If this is the case and GST is withheld by the ‘at fault’ party, we will issue an invoice to you for the amount of any GST withheld.

We require the following information:

  • your details, including driver’s licence number, car registration and insurance information;
  • the ‘at fault’ party’s details, including their driver’s licence number, car registration and insurance information;
  • details about the car accident; and
  • witness details (if applicable).

Occasionally, the insurer of the ‘at fault’ party may require you to sign a document (often titled a “Deed of Release”) before payment is made to you for your loss and damage (e.g. cost of repairs). In some cases, the effect of the document is to discharge the ‘at fault’ party from any further claims you may have, including the cost of hiring our vehicle. For this reason, it is important that you do not sign any document presented to you by the ‘at fault’ party or their insurer for signature, without contacting us first.

If you fail to do so and we are then unable to recover the hire car costs, you may have to pay us the hire car costs out of your own pocket.

You may cancel the Agreement within 7 days of hiring our vehicle, for any reason, provided you notify us of your decision in writing, immediately return our vehicle during business hours and pay any accrued hire car costs and other charges out of your own pocket.

Thereafter you can return our vehicle at any time during business hours and we will seek to recover the hire car costs from the insurer of the ‘at fault’ party.

We only ask that you call ahead and make appropriate arrangements with us.

Please contact us on 1300 00 IITR (4487) to speak to one of our friendly Customer Service Representatives.

You can contact us by phone on 1300 00 IITR (4487) or by email at info@iitr.com.au.
You can also visit our Contact page and request a call.

We will send you an email advising you that the other side has paid the hire car costs and that no liabilities are outstanding. This usually takes between 2 weeks and 1 year after the end of your hire.

If you have not heard from us and would like an update, please feel free to get in touch with us.

Call us on 1300 00 IITR (4487) to check your eligibility for a replacement vehicle. Our highly trained and experienced staff can also offer free advice on many other aspects of the insurance, repair and injury compensation processes if required.

Your vehicle may be not be legally driveable and should not be on the road if:

  • Your doors, boot or bonnet will not open or close
  • There are any exhaust fumes entering the car
  • You cannot lock your car
  • Any windows are smashed
  • Your exterior lights or indicators do not work or are broken
  • Your mirrors are broken
  • Your wheels are rubbing on the body of your car
  • There are any leaks from your car
  • There is any smoke or steam coming from your car

If you’re ‘not at fault’ in a motor vehicle accident, then you may be entitled to hire a comparable replacement vehicle while your own vehicle is being repaired or until you receive a total loss payout, if your vehicle is written off.

The ‘at fault’ party is obliged at law to pay the reasonable costs associated with the hire of the replacement vehicle.

To find out if you qualify, please check your eligibility here.