Overview: What's Going On
Paris was involved in a minor scrape incident on 25 September 2025. The other driver's insurance (RACQ) is now claiming $4,488.96 in repair costs.
After reviewing all the invoices and photos, there are significant issues with this claim - items charged that don't match the damage, inflated costs, and excessive hire car duration.
RACQ CLAIMING
FAIR ESTIMATE
ITEMS IN DISPUTE
Key Issues Identified
- Left-hand splash shield charged - But the damage is on the RIGHT side
- $470 rim repair - No visible rim damage in the photos
- $190 ADAS recalibration - ADAS sensors aren't anywhere near the damage area
- Front door emblem replacement - Damage is on the REAR, not front
- 16 days hire car - Longer than typical for cosmetic repairs (usually 5-10 days)
- First contact was an overdue notice - No prior correspondence sent
URGENT: What To Do Right Now
⚠️ Payment Due Date Has Passed
The due date was 23 December 2025. You need to contact RACQ TODAY to:
- Apply for Financial Hardship - This PAUSES all collection action
- Lodge the formal dispute - Put them on notice that you're contesting the amount
Call: 13 7202 (Motor Claims)
Hours: 7am-7pm weekdays, 8:30am-5pm weekends
What Happens When You Apply for Financial Hardship?
- RACQ pauses all collection action while they assess your application
- They have 21 days to respond to your application
- This gives you time to work through the dispute properly
- Being uninsured doesn't disqualify you from hardship assistance
Evidence: Full Communication Timeline
Paris cooperated fully from the start. The timeline below proves RACQ went completely silent for 2+ months before sending a "Final Notice" with the due date already passed.
25 September 2025 - Day of Accident
RACQ contacted Paris - Initial call to confirm details
Phone log: +61 7 3877 1700 at 4:22pm, outgoing, 7 min 11 sec
RACQ sent a letter requesting Paris confirm details and whether she was at fault.
2 November 2025 - Paris Responded
Paris sent email confirming ALL details
Confirmed fault, provided her details, signed and returned the form. RACQ received this on 02/11.
Paris did everything right.
⚠️ 2+ MONTHS OF SILENCE
ZERO contact from RACQ - No calls, no emails, no letters.
During this period:
- The repair invoice was generated (Nov 2025)
- The hire car period ended (22 Nov 2025)
- The "due date" of 23 December 2025 passed
Paris heard nothing and had no way to know about any deadline.
7 January 2026 - "Final Notice" Arrives
First contact since November - A letter marked "FINAL NOTICE" demanding $4,488.96
Paris called RACQ immediately upon receiving this letter.
Phone log: 13 72 02 at 11:07am, outgoing, 11 min 28 sec
Why This Matters
- Paris cooperated fully - She responded within 6 weeks of the accident
- RACQ went silent - 2+ months with no communication whatsoever
- No intermediate notices - They jumped straight to "FINAL NOTICE"
- Due date passed during silence - Paris couldn't comply with a deadline she didn't know about
- Phone records prove this - All RACQ calls are logged; there were none between Nov and Jan
RACQ's claim that Paris is "overdue" is unreasonable - she was never given proper notice.
Phone Log Evidence
25 September 2025
Initial call with RACQ on day of accident. +61 7 3877 1700 at 4:22pm, 7 min 11 sec.
7 January 2026
Paris calling RACQ after receiving Final Notice. 13 72 02 at 11:07am, 11 min 28 sec. Outgoing call - Paris had to call them.
Damage Photos - Evidence Analysis
These are RACQ's own assessment photos. They clearly show the damage is:
- Confined to the RIGHT rear quarter panel and rear door
- Cosmetic only - surface scratches and scuffs
- No structural damage
- No wheel/rim damage visible
Photo 1: Quarter Panel
Document #81733458 - Shows scratches on RH rear quarter panel. Note: damage is LOWER body, not roof/cant rail level.
Photo 2: Door Area
Document #81733461 - Continuation of scratching from quarter to rear door. Cosmetic surface damage only.
Photo 3: Wheel/Rim
Document #81733467 - The $470 rim repair photo. Where is the damage? The rim appears intact.
Photo 4: Full Side View
Document #81733476 - Shows damage is isolated to rear section. Front door and roof are NOT affected.
Full Cost Analysis
Breakdown: What They Charged
| Category | Invoice | Claimed | Fair Est. | Status |
|---|---|---|---|---|
| Smash Repairs | Morayfield Smash #1889018 | $3,911.45 | $2,886.08 | Issues Found |
| Hire Vehicle | Europcar #101318409663 | $906.40 | $906.40 | Legitimate |
| TOTAL | $4,488.96 | ~$3,464 | ||
Note: The hire vehicle (Honda CR-V) is the courtesy car provided to the Equinox owner while their vehicle was being repaired - this is a standard and legitimate expense.
Repair Invoice Breakdown (Morayfield Smash Repairs)
| Category | Subtotal | Assessment |
|---|---|---|
| Remove & Refit Labour | $346.50 | Query LH splash shield |
| Repair Labour | $720.00 | Accept |
| Paint | $458.10 | Query cant rail & front door |
| Sublet Work | $744.53 | Major Issues - $729 disputed |
| Parts | $883.75 | Query emblem & clip quantities |
| Miscellaneous | $402.98 | Query cavity wax |
| Total (inc GST) | $3,911.45 |
Hire Vehicle Analysis
The Honda CR-V rental is the courtesy car provided to the Holden Equinox owner while their vehicle was being repaired. This is a legitimate claim item, but the duration may be excessive.
| Detail | Value | Assessment |
|---|---|---|
| Accident Date | 25 Sept 2025 | |
| Rental Start | 6 Nov 2025 | 6 weeks after accident |
| Rental End | 22 Nov 2025 | |
| Duration | 16 days | Query if excessive |
| Daily Rate | $51.50 + GST = $56.65 | Reasonable |
| Rental Vehicle | Honda CR-V VTiL (courtesy car) | Legitimate |
| Total | $906.40 |
Disputed Items - Full Detail
These are the specific invoice line items that we're disputing, with reasons:
| Code | Description | Amount | Why Disputed |
|---|---|---|---|
UL006 |
L H Qtr Panel Splash Shield | $20.70 | WRONG SIDE This is the LEFT side. Damage is on the RIGHT. |
UL015 |
RHF Door Emblem 'EQUINOX' | $81.04 | WRONG LOCATION This is the FRONT door. Damage is on REAR quarter/door. |
RCR |
Turret Cant Rail R/H - Paint | $47.70 | ROOF LEVEL Photos show damage is lower body only. No roof involvement. |
Sublet 2 |
RHF Rim Repair - AIP | $470.00 | NO EVIDENCE Wheel photo shows no visible rim damage. Major charge requiring proof. |
Sublet 3 |
ADAS Re-Calibration | $189.98 | NOT REQUIRED ADAS sensors are on windscreen/front bumper - not affected by rear quarter damage. |
Sublet 1 |
Wheel Alignment - AIP | $69.55 | QUERY No suspension damage. Alignment only needed after structural work. |
RHQPPC/RHRDPC |
Cavity Wax (x2) | $38.40 | QUERY Only needed when panels are cut/replaced. These were repaired, not replaced. |
RFDB |
R/H/F Door Blend Paint | $108.00 | SCOPE CREEP Extends paint well beyond damage zone. |
| Total Items in Dispute/Query | $1,025.37 | ||
Call Script - What to Say
Step 1: Call RACQ
Call 13 7202 (Motor Claims - open 7am-7pm weekdays)
"Hi, I'm calling about claim number MV17496728. My name is Paris Evan-Jones.
I need to do two things:
First, I'd like to apply for financial hardship assistance. I understand this will pause any collection action while my application is assessed.
Second, I'm lodging a formal dispute regarding the repair costs claimed. I've prepared a detailed written submission which I'll be sending to claims@racq.com.au today."
Step 2: Key Info for the Call
| Claim Number | MV17496728 |
| Your Name | Paris Evan-Jones (they may have "Paris Jones") |
| Accident Date | 25 September 2025 |
| Amount Claimed | $4,488.96 |
| Address | Unit 3/40 Miles Street, Clayfield QLD 4011 |
Step 3: If They Ask About the Dispute
"I've reviewed the repair invoice in detail. Several items appear to be outside the documented damage zone - for example, there's a charge for the LEFT-hand splash shield when the damage was on the RIGHT side. There's also $470 for rim repair but no clear damage shown in the photos.
I've prepared a detailed written submission with specific invoice line references. I'm happy to pay for legitimate repairs, but I'm disputing items that weren't caused by this incident."
Step 4: Questions They May Ask
| "Do you have insurance?" | "No, I had just purchased the vehicle and hadn't arranged cover yet." |
| "Can you pay anything today?" | "I'm applying for hardship and disputing the amount. I need both processed before discussing payment." |
| "Why didn't you respond earlier?" | "I DID respond - on 2 November 2025. I confirmed fault and provided all my details within 6 weeks of the accident. Then I heard nothing until the Final Notice arrived on 7 January. I have phone records proving there was no contact from RACQ for over 2 months." |
| "What amount do you think is fair?" | "I'd like RACQ to review my dispute first. I've identified over $1,400 in items that need justification." |
Step 5: After the Call - Checklist
Step 6: Send the Email
After the call, email the formal dispute to:
claims@racq.com.au
Body:
Dear RACQ Claims Team,
Please find attached my formal dispute regarding claim MV17496728.
I spoke with [NAME] today at approximately [TIME] and lodged a financial hardship application (reference: [REF IF GIVEN]).
The attached document details specific items I am disputing, with reference to your invoice line codes and assessment photographs. I request a written response within 21 days.
Kind regards,
Paris Evan-Jones
Unit 3/40 Miles Street, Clayfield QLD 4011
Email: parissc@outlook.com
Formal Dispute Letter
Print this section to PDF (Cmd/Ctrl + P → Save as PDF) or copy the text below to send to RACQ.
Paris Evan-Jones
Unit 3/40 Miles Street
Clayfield QLD 4011
Email: parissc@outlook.com
9 January 2026
RACQ Insurance Limited
Motor Claims Department
PO Box 3004, Logan City DC QLD 4114
Email: claims@racq.com.au
Re: Formal Dispute - Claim MV17496728
Dear Claims Team,
I am writing to formally dispute the quantum of claim MV17496728 and request a comprehensive review of the repair scope and associated costs.
My position:
- I acknowledge responsibility for causing contact damage to the insured vehicle
- I do not dispute liability for repairs that are directly and reasonably attributable to the incident
- I dispute the inclusion of items that lack causal connection, photographic evidence, or reasonable justification
Procedural Concern - Inadequate Notice:
- 25 September 2025: I received an initial call from RACQ and was sent a letter requesting confirmation of details
- 2 November 2025: I responded by email, confirming fault and providing all requested details. RACQ received this.
- 2 November 2025 - 7 January 2026: I received NO further contact from RACQ - no calls, no emails, no letters
- 7 January 2026: I received a "Final Notice" marked as overdue. This was my first communication since November.
I have phone records confirming the above timeline. The "due date" of 23 December 2025 passed during a period when I had no knowledge of any claim amount or payment deadline. I could not comply with a deadline I was not informed of.
Items Outside Documented Impact Zone
Based on the assessment photographs (Document Nos: 81733458, 81733461, 81733467, 81733476), the damage is confined to the right-hand rear quarter panel and adjoining rear door. The following charges appear to be outside the impact zone:
- UL006 - L H Qtr Panel Splash Shield ($20.70) - LEFT side component when damage is on RIGHT
- UL015 - RHF Door Emblem 'EQUINOX' ($81.04) - FRONT door when damage is REAR
- RCR - Turret Cant Rail Paint ($47.70) - Roof level when damage is lower body
Sublet Charges Requiring Evidence
- RHF Rim Repair ($470.00) - The wheel photograph does not show visible rim damage. Please provide before/after photos and the repair invoice.
- ADAS Re-Calibration ($189.98) - ADAS sensors are located on windscreen and front bumper, not affected by rear quarter damage. Please provide the diagnostic report.
- Wheel Alignment ($69.55) - No suspension or structural damage is evident. Please confirm the basis for this work.
Hire Vehicle Duration
The hire vehicle was provided for 16 days. For the repair scope documented (cosmetic quarter panel and door repair/paint), industry standard would be 5-8 working days. I request confirmation of the actual repair timeline.
Formal Requests
I request the following within 21 days:
- Photographic evidence of damage to disputed components
- ADAS diagnostic report confirming recalibration necessity
- Rim repair before/after documentation
- Repair timeline showing actual days in workshop
- Revised assessment removing or justifying disputed items
I am aware of my rights under the General Insurance Code of Practice and the availability of RACQ's Internal Dispute Resolution process and the Australian Financial Complaints Authority (AFCA).
I am committed to resolving this matter promptly and in good faith.
Yours faithfully,
_______________________________
Paris Evan-Jones
9 January 2026
Next Steps & Timeline
TODAY - Call RACQ
Apply for financial hardship and lodge the dispute. Get reference numbers.
TODAY - Send Email
Email the formal dispute letter to claims@racq.com.au
Within 21 Days - Hardship Response
RACQ must respond to your hardship application. Collection is paused.
Within 30 Days - Dispute Response
RACQ's internal dispute resolution should provide outcome.
If No Resolution - AFCA
Escalate to Australian Financial Complaints Authority (free).
What's a Realistic Outcome?
- Best case: They review, remove unjustified charges, settle around $3,400-3,600
- Likely case: They negotiate, you meet somewhere around $3,700-4,000
- Worst case: They push back, you escalate to AFCA - insurers hate this
Do NOT pay the full $4,489 without them justifying the disputed items (especially the $470 rim repair and $190 ADAS recalibration).
Important Contacts
| RACQ Claims | 13 7202 |
| RACQ Email | claims@racq.com.au |
| Hardship Info | racq.com.au/support/supporting-vulnerability |
| AFCA (if needed) | 1800 931 678 | afca.org.au |
Your Rights
- You have the right to dispute charges not directly caused by the incident
- You have the right to request evidence for claimed repairs
- You have the right to financial hardship assistance
- You have the right to escalate to AFCA if RACQ doesn't resolve fairly
- Being uninsured doesn't mean accepting inflated repair costs