Customer
How do I apply?
Apply online at waa.repair/apply or call 1800 FIX NOW (1800 349 669) and press 2 then 1.
What do I need in order to apply?
You will need to provide us with your ABN, a nominated spend limit to cover your repair costs per month and the vehicle details of your fleet. If we need further financials to assess your application, we will be in touch.
How long does the application process take?
The online application takes approximately 10 minutes to complete and you can get a response in up to 60 seconds. If the application is referred, we will be in touch in a few days.
When can I start using WEX Accident Assist?
Upon approval you can start using WEX Accident Assist straight away by calling 1800 FIX NOW (1800 349 669).
What happens if I do not pay my account in full by the due date?
If you do not pay your account in full by the due date we will charge your account a late payment charge. The late payment charge is an administration fee applied on the overdue amount; please refer to your fee schedule for more information. If you cannot pay your account by the due date, please call us on 1300 366 109.
Can I choose my own repairer?
Yes. However, in order to accept the WEX Accident Assist product, your nominated repairer will have to be a WEX merchant. If they are not already a WEX merchant, they will need to apply and accept the WEX merchant Terms and Conditions.
If you nominate your own repairer, you will not be able to use the WEX Accident Assist service until they have been onboarded as a WEX merchant. Alternatively, you can use one of the repairers WEX nominate for you.
What does WEX Accident Assist cover?
Currently, WEX Accident Assist covers the following situations:
- Smash repairs
- Small bingles
- Panel damage
- Scratch & dent repairs
- Paint damage.
What doesn’t WEX Accident Assist cover?
Currently, WEX Accident Assist is unable to cover the following situations:
- Repairs to a vehicle that you use for personal, domestic or household purposes
- Repairs to a third party vehicle
- Repairs or services in relation to any claim by a third party (including your insurance company or any insurance company of a third party)
- Costs not associated with the repairs to your vehicle.
Can I cancel a repair?
Yes. You may cancel a repair up to the point of quote approval. After this point, a repair may be cancelled but you will be liable for the costs of any repairs incurred up to and including the date of cancellation.
How is payment made to the repairer?
The repairer will send through the final invoice to WEX Accident Assist. Once received and checked, WEX Accident Assist will send you an SMS payment code. Present this code to the repairer who will process the payment through the WEX Merchant Portal and you can then collect your vehicle. WEX Accident Assist will then bill the total repair costs to your statement. Payment is usually due to WEX by you 14 days from the date of the statement.
I have received an invoice from the repairer, what do I do?
Do not pay it as we have already paid the repairer. Please contact WEX Accident Assist on 1800 FIX NOW (1800 349 669) or email the invoice to wexaccidentassist@iss-solutions.com.au for us to discuss with the repairer.
Merchant
How do I invoice WEX for payment?
You send your final invoice, including all third party provider invoices, to wexaccidentassist@iss-solutions.com.au.
How do I get paid?
You will be paid directly into the bank account you nominated and paid within the agreed payment terms, when you become a WEX merchant. To view payments you must have a log in for the WEX Accident Assist Merchant Portal. All payments are visible via this portal. If you do not have a portal log in, please contact WEX on 1300 130 113.
How do I reset a password?
Please follow the forgotten password prompts in the WEX Accident Assist Merchant Portal.
How long before I need to reset my password?
You will be prompted to change your password every 3 months. Please ensure you retain password details in a safe place.
What does the ‘remember me’ button do when I go to log in?
This will allow you to navigate straight to the home page for 1 week before you need to log in again.
Can I have more than one username per site/store?
No, only one log on per site has been created for the WEX Accident Assist Merchant Portal.
How do I get login details for new sites?
Where applicable, please call your head office to arrange this for you, or WEX Merchant Services on
1300 130 113.
Who do I provide repair updates to?
All customer communication needs to go through WEX Accident Assist on 03 8769 3695 or email wexaccidentassist@iss-solutions.com.au. WEX Accident Assist will be providing the customer with updates.