Driver support
Already driving? Here's how everything works once the lease is active.
Almost everything below happens in the customer portal, on your phone. This page is the reference — what's claimable, what's due when, and who to call.
Claims
What you can claim, and how quickly it's paid.
Every running cost in your package has a budget. Lodge a claim with a photo of the receipt; anything within budget that doesn't need pre-approval is approved on the spot.
| Claim type | Budget | Pre-approval | Reimbursement |
|---|---|---|---|
| Scheduled servicing | Maintenance | None — auto-approved within budget | EFT, next business day |
| Mechanical repair | Maintenance | Consultant pre-approval | EFT after approval |
| Tyre replacement | Maintenance | Two-step: quote, then receipt | EFT after receipt |
| Fuel | Fuel | None | EFT, or fuel card |
| EV home charging | Fuel (per kWh) | None | EFT |
| Public charging | Fuel | None | EFT |
| Annual registration | Registration | None | EFT, or paid direct |
| Roadside assistance | Running costs | None, up to the annual cap | EFT |
| Insurance premium | Insurance | None — invoiced directly | Paid direct to insurer |
Keep the receipt
A clear photo is enough. The claim form pre-fills the date and amount where it can; check them and submit.
Watch the budget bars
Your dashboard shows each budget's balance. Over-spend in one budget draws from the others; persistent under-spend is refunded at reconciliation.
Pre-approval takes a day
Repairs and tyres are reviewed by a consultant within one business day. You'll get a push notification either way.
Your lease calendar
Four dates that matter. We'll remind you of all of them.
- 01
31 March — odometer and FBT declaration
The FBT year ends on 31 March. Submit your odometer reading (with a photo) and complete the guided declaration in the portal. Reminders arrive at 60, 30, 14 and 7 days. Your employer receives a copy automatically. - 02
Registration renewal
Paid from your package. You'll get a notification when it's been renewed and the certificate appears in your documents. - 03
Annual reconciliation
On your lease anniversary, budgets are reconciled against actual spend. Under-spend is refunded through payroll; if you're consistently over, we'll suggest a restructure. - 04
90 days before the end
Your end-of-lease options appear in the portal with the numbers: renew, extend, pay out or return. Nothing happens until you choose.
Changing employer
Your lease goes with you.
A novated lease is in your name; the novation is with your employer. When you leave, the novation ends and the lease continues.
- Tell us your last pay date. Your employer's payroll file gets a stop, and we reconcile your budgets to that date.
- Payments switch to you temporarily. Until a new novation is in place, the monthly amount is paid by direct debit from your bank account — the same total, without the tax treatment.
- Novate it again. If your new employer has a programme (or is willing to start one — send them this page), we generate a new deed of novation and the deductions resume from their payroll.
- Or pay it out. The payout figure is always visible in your portal; you can settle the lease and keep the car at any point.
Emergency contacts
If something goes wrong on the road.
These numbers are also in the portal under Support, and are cached so they work with no signal.
24 hours
Roadside assistance
Call the roadside provider on your membership card, or tap Roadside in the portal. Covered up to your annual cap.
24 hours
Insurance claims
Your insurer's claims line is on your certificate of insurance in Documents. Report incidents in the portal so your consultant is aware.
Business hours
Novate.it support
1300 NOVATE IT or hello@novate.it. Lodge a support ticket for anything non-urgent; we acknowledge within four hours.
Can't find what you need?
Message your consultant in the portal, or call us. We'd rather answer a quick question than have you guess.