FAQ
Any questions for us?
Need something cleared up? Here are our most frequently asked questions from customers and fellow adventurers.
Policy Information
Our policies are underwritten by QBE Insurance Australia Limited, (QBE). As an authorised insurer, QBE Insurance Australia Limited is regulated by the Australian Prudential Regulation Authority. QBE Insurance Australia Limited is also a holder of an AFS Licence and is regulated by the Australian Securities and Investments Commission.
Yes, all of our insurance products include a 14 day cooling off period. During this period you can cancel your policy and receive a full refund (less any taxes or charges we are not able to recover) unless you have made a claim.
All regular drivers should be listed on the policy. A regular driver is one who drives the vehicle more than twice a month
We offer both agreed and market value policies to suit your needs. Depending on various criteria we can explain the differences between these policy types so you can understand your options and decide which cover best suits your needs.
Unless we tell you otherwise, we will automatically continue your cover on the terms contained in the renewal information we send you. We will send this information to you at least 14 days before your insurance is due to expire. Our renewal offer will include any changes that we have made to your policy. If you do not wish to renew your policy, please let us know.
You can reduce your premium by paying your premium in an annual lump sum, increasing your basic excess or excluding drivers from cover.
Simply head to our secure payment portal. Enter your policy number and email, then follow the prompts to update your payment information.
Coverage Explained: 4WD, Caravan & Camper Trailer Insurance
Club 4X4 offers separate comprehensive insurance policies for 4WDs, camper trailers, and caravans. Coverage typically includes accidental damage (whether caused by you or someone else), protection against theft, vandalism or malicious damage, and up to $20 million in legal liability cover.
Yes, Club 4X4 specialises in providing insurance for 4WDs, camper trailers, and caravans both on-road and off-road, wherever you're legally allowed to travel in Australia. We understand the risks that come with exploring rugged terrain and remote destinations, which is why our cover is designed to go beyond the bitumen. Whether you're towing through the outback or taking your 4WD through technical tracks, you can explore with confidence knowing your vehicle and setup are covered when the road gets rough.
Every 4X4, Caravan and Camper Trailer policy includes $1,500 of off-road cover automatically included. You also have the option to increase limits to $5,000, $15,000 or $30,000, suiting even the most remote travellers.
If you're involved in an accident that we agree is the fault of a third party, and you can provide the required details (such as their name, address, and registration), we’ll waive your excess. This benefit applies to all vehicles we insure, including 4WDs, camper trailers, and caravans.
Full details, including eligibility requirements, are set out in the Product Disclosure Statement (PDS).
Yes. If your 4WD, caravan or camper trailer is less than 24 months old and you’re the first registered owner, we offer a new-for-old replacement if it’s written off in a total loss claim.
Yes. If your caravan or camper trailer is damaged and becomes unlivable while you’re more than 100km from home, we’ll cover the cost of alternative accommodation. You’ll be reimbursed up to $150 per day, capped at $2,500 per period of insurance. This benefit helps you stay on track, even when things don’t go to plan.
Modifications, Accessories & Gear
Your modifications and accessories are covered, as long as they’re listed on your policy. Many adventurers customise their 4WDs, caravans or camper trailers with additions like lift kits, bull bars, and upgraded suspension. Because these extras add value and aren’t covered by default, we offer the option to include them in your agreed value. It means your setup is insured the way you’ve actually built it, not just how it rolled off the factory floor.
Yes. Club 4X4 offers optional cover for personal effects like portable touring gear, including camping equipment and fridges. This cover applies regardless of whether the items are with or away from your vehicle.
Claims
If you need to lodge a claim for an accident, loss, or damage to your 4X4, camper trailer, caravan or slide-on camper, here is the claims process:
- Call our claims team on 1300 296 296 during business hours (8.30 am to 5.30 pm AEST) to lodge your claim.
- Provide your policy number, details of the incident and any photos you have, along with the details of your chosen repairer.
- Our team will review your claim and take any necessary steps.
- We will contact you to discuss the status of your claim, and next steps (if applicable).
When lodging a claim, you will need to provide the following to the team:
- policy number
- details of what happened
- and details of any other people or vehicles involved, such as other drivers or witnesses and registration numbers
- any evidence or photos you may have
An excess refers to the amount that you contribute towards a claim you make. Your excess will be determined by your individual policy terms as well as the circumstances of your claim.
Example only: If your excess is $750 and you make a claim for $4,000 in repairs, you'd pay the first $750 (your excess amount), and your insurer would cover the remaining $3,250 (subject to individual policy terms).
At Club 4X4, if you have an accident that is completely the fault of a third party, and you can provide the required details, we’ll waive your excess payment.
Every claim is different. Simple claims like windscreens can be sorted quickly, while more complex repairs may take longer. Either way, we’ll keep you in the loop the whole time.
If someone makes a claim against you or you receive any correspondence about an accident you have been involved in, call us as soon as possible. Our experienced claims team will then be able to help you take the next steps.
Customer Portal - Getting Started
The Customer Portal is your secure, online self-service hub. It lets you view your policy details, download your policy documents, make common policy updates, update your payment details, and start a claim, all online, at any time of day. The Customer Portal is an additional channel alongside our existing phone service. Our team remains available if you need us.
You can access the Customer Portal at portal.club4x4.com.au.
To register, you'll need to provide the following details, which must match the main driver on your policy:
- First and last name
- Policy number
- Email address
All details must match our records exactly. If anything doesn't match, please call us on 1300 296 296 (8.30 am to 5.30 pm AEST) and we'll take care of you.
No. There is no separate Club 4X4 login credential. The Customer Portal uses its own registration process. Simply visit portal.club4x4.com.au and register using your policy details. Once registered, you'll log in with the email address and password you set during registration.
The Customer Portal is available to existing Club 4X4 customers only. If you hold an active policy with us, you can register using the email address associated with your policy.
If you're a new customer looking to get covered, you can get a quote and purchase a policy online at club4x4.com.au, or call our team on 1300 296 296 (8.30 am to 5.30 pm AEST) and we'll take care of you.
Select the 'Forgot password' link on the Customer Portal login page. Enter the email address registered to your policy and we'll send you a link to reset your password. If you don't receive the email within a few minutes, please check your junk or spam folder.
Your registration details must match what we have on file for the policyholder on your policy. If your name, email address, or policy number don't match, registration won't be completed. Please call us on 1300 296 296 (8.30 am to 5.30 pm AEST) to update your details first, then register once your records are current.
What you can do in the Customer Portal
The Customer Portal currently supports the following tasks:
- View your policy summary and details
- Download your policy documents, certificates of insurance, and tax invoices
- Update your contact details (address, phone number, email address)
- Make common policy changes, including updating your registration, accessories, and overnight parking address
- View and update your payment details
- Start a claim lodgement
If a task isn't available in the portal, our team is always happy to help over the phone on 1300 296 296 (8.30 am to 5.30 pm AEST).
The Customer Portal does not currently support all policy types or every type of request. At this stage, the following are not available online:
- Cancelling your policy
- Making changes to your renewal
- Processing a renewal payment
- Making policy changes that require referral to our underwriter
- Tracking the progress of an existing claim
- Changing listed drivers' details
For any of the above, please call us on 1300 296 296 (8.30 am to 5.30 pm AEST) and our team will take care of it for you.
Yes. If you hold more than one policy with Club 4X4, you can manage all of your policies from the one Customer Portal account as long as the policy details match. Each policy will appear on your dashboard and can be accessed separately.
The Customer Portal currently supports policies for:
- 4WDs
- Caravans
- Camper trailers
Support for slide-on campers and 5th wheelers is coming soon. In the meantime, if you hold one of these policies, our team is happy to assist you over the phone on 1300 296 296 (8.30 am to 5.30 pm AEST).
Viewing and Updating your Policy
Once you've logged in, your policy summary is displayed on your home dashboard. Select your policy to view the full details, including your cover type, insured value, listed drivers, and key dates. If anything looks incorrect, you can update some details directly in the Customer Portal or call us on 1300 296 296 (8.30 am to 5.30 pm AEST) to make changes.
You can make the following common policy updates directly in the Customer Portal:
- Update your registration number
- Update your contact details (address, phone number, email)
- Update off-road recovery cover
- Update your overnight parking address
- Update your accessories and modifications
Most updates take effect immediately and you'll receive a confirmation by email. If a change requires referral to our underwriter, we'll be in touch to finalise the details
Yes. Once a change is processed, we'll send a confirmation email to the address registered on your policy. Where a policy update or reissue is required, you'll also receive an updated policy schedule. If you don't receive a confirmation within a few minutes, check your junk or spam folder, then call us on 1300 296 296 (8.30 am to 5.30 pm AEST) if you're still unsure.
You can view and update your payment details directly in the Customer Portal. Log in and navigate to the 'Payments' section to make changes. To change or to learn more about how payment frequency can affect your premium, please call our team on 1300 296 296 (8.30 am to 5.30 pm AEST).
Downloading Documents
Log in to the Customer Portal and navigate to the 'Documents' section of your policy. From there you can view and download all documents associated with your policy, including your policy schedule, certificate of insurance, and tax invoices. Documents are available in PDF format and can be saved directly to your device.
The following documents are available to download from the Customer Portal:
- Policy schedule (your current cover summary)
- Certificate of insurance
- Tax invoices
Your Product Disclosure Statement (PDS) is also available on the Club 4X4 website. If you need a document that isn't showing in the portal, please call our team on 1300 296 296 (8.30 am to 5.30 pm AEST) and we'll arrange it for you.
If a document isn't visible in the Customer Portal, please call our team on 1300 296 296 (8.30 am to 5.30 pm AEST) and we'll arrange it for you. If you've recently made a policy change, allow a few minutes for the updated documents to appear.
Lodging a Claim Through the Customer Portal
Yes. You can start a lodgement online through the Customer Portal for windscreen damage, object damage, and other loss types. Select 'Lodge a claim' from your dashboard, choose the relevant loss type, and follow the prompts. Once submitted, our claims team will be in touch to discuss next steps. For general information about the claims process, visit our Claims FAQs.
To lodge your claim through the portal, have the following ready:
- Details of the incident, including the date, time, and location
- Details of any other people or vehicles involved, including registration numbers and contact details where available
Once submitted, our claims team will be in touch to guide you through any next steps, including any documentation or evidence that may be required.
Once your claim is submitted, our claims team will review it and contact you to discuss next steps. Every claim is different. Straightforward claims like windscreens can be resolved quickly, while more complex repairs may take longer. Either way, we'll keep you informed throughout the process.
If your vehicle isn’t safe or driveable after an incident, you should call our team directly on 1300 296 296 and you will be redirected to our out-of-hours service team.
Claim tracking is not yet available in the Customer Portal. If you'd like an update on an existing claim, please call our claims team on 1300 296 296 (8.30 am to 5.30 pm AEST) and we'll give you a full status update.
If you're unable to complete your claim online for any reason, you can always call our claims team directly on 1300 296 296 (8.30 am to 5.30 pm AEST). For detailed information about our claims process, what to provide, and how excess works, visit our Claims FAQs.
Getting Help
If you're experiencing trouble with the Customer Portal, our customer service team is happy to walk you through it. Call us on 1300 296 296 (8.30 am to 5.30 pm AEST) and we'll assist you step by step. You can also visit our Help & Support FAQs on the Club 4X4 website.
The Customer Portal covers the most common policy and claims tasks, but if you need to do something that isn't currently supported online, our team can help. Call us on 1300 296 296 (8.30 am to 5.30 pm AEST) and we'll take care of it for you. The phone line remains fully open alongside the portal.
For questions about your policy cover, excess, modifications, off-road coverage, caravan and camper trailer insurance, or how the claims process works, please visit our Policy & Claims FAQs on the Club 4X4 website. These cover the most common questions across all of our insurance products.
Yes. The Customer Portal is built on Auth0, a leading identity and access management platform, which means your account is protected by industry-standard security. Your registration details are verified against your policy record before access is granted.
We recommend using a strong, unique password for your portal account and not sharing your login details with anyone. If you believe your account has been compromised, please call us on 1300 296 296 (8.30 am to 5.30 pm AEST) as soon as possible so we can assist you.
Yes. The Customer Portal is designed to work on desktop, tablet, and mobile devices. You can access it from any modern web browser without needing to download a separate app.