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LeaseXpress Novated Leasing FAQ's

Whether you’re navigating the driver’s portal, submitting a reimbursement claim, managing your fuel cards, or working through an insurance or employment change, we’ve grouped answers to the questions we hear most often into clear categories below.

Simply find the topic that matches your query for step-by-step guidance. If you can’t find what you’re looking for, our contact details are at the bottom of the page, we’re happy to help.

Looking for something specific? Use our directory below.

Portal Access
Fuel Card Allowances
Claims & Reimbursements
Electric Vehicle Claims
Vehicle & Running Costs
Insurance Policies
Employment Changes
Payments & Payouts

Portal Access & Technical Issues

I am having issues accessing the portal. What should I do?

If you are locked out or experiencing technical difficulties with the driver’s portal, please email our customer service team at customerservice@leasexpress.com.au. To help us resolve this quickly, please include your registration number, the email address linked to your account, and a screenshot of any error messages you are receiving. 

Please consult our Portal User Guide for a step-by-step walkthrough of the submission process.  

Important Note on End-of-Lease Claims: Please be aware that the driver’s portal automatically locks after a lease ends. If you need to submit outstanding claims after your lease has finished, do not use the portal—instead, email your itemised tax receipts directly to reimbursements@leasexpress.com.au for manual processing. If your account has sufficient funds, the reimbursement will be processed after reconciliation is completed. 

Please see below guides for iOS and Android:

Fuel Card Allowances

When will my fuel cards be sent to me?

Fuel cards are ordered weekly – once we receive your registration number, your fuel cards will be ordered on the next available batch. Once ordered, please allow up to 3 weeks for the physical cards to arrive in the mail. 

If your fuel card is declined at the pump, please pay for the fuel using your own funds, keep the itemised tax receipt, and submit a reimbursement claim through the portal.  
Please then email customerservice@leasexpress.com.au so we can investigate the card error, or arrange a replacement. 

  • Please contact customerservice@leasexpress.com.au immediately during business hours so we can cancel the compromised card and order a new one. If this occurs over a weekend or during a public holiday, please contact the fuel supplier directly on the numbers below to freeze the card immediately. 
     
    Ampol: 1300 365 096
    BP: 1300 1300 27
    Shell: 13 16 18

Yes. You can absolutely claim fuel costs incurred prior to your cards arriving. Make sure to keep the itemised tax receipt (not just the EFTPOS tap receipt) and upload it through the driver’s portal for reimbursement. 

The process for digital wallets depends entirely on the specific fuel supplier allocated to your package. Please refer to the following links for each card supplier: 
 
Ampol: Ampol App | Ampol
BP: BP Plus app | Products and services | Home
Shell: Currently, Shell does not offer a mobile app.

To check which fuel cards are assigned to your account, please check your car packaging plan. To request a change in your card providers, please email customerservice@leasexpress.com.au, or submit an enquiry though the driver’s portal. 

Claims & Reimbursements

⚠️ Core Policy: Leasexpress can only reimburse or pay costs if you have accumulated sufficient funds in your driver account. We cannot advance funds against future salary deductions. We are only able to reimburse you for expenses already paid for. 

How do I submit a claim?

All claims should be submitted digitally. Please refer to our step-by-step Portal User Guide for clear instructions on how to upload your receipts and submit your requests. 

Reimbursements are processed every Friday. If your claim hasn’t been paid, it is usually due to one of three reasons: 

  1. Your regular salary deductions haven’t built up enough funds in your account yet (budgets accumulate over time). 
  2. The claim was submitted after the weekly processing cutoff (Thursday night). 
  3. The claim is missing attachments, or is incomplete. 

Per Australian Taxation Office (ATO) guidelines, a novated lease only covers running costs. See below a non-exhaustive list of expenses not considered regular vehicle running costs: 

  • Tolls and parking.
  • Fines or infringements.
  • Aftermarket upgrades or non-essential accessories (e.g. ceramic coating, tow bars, wrapping, window tinting, roof racks, home charging stations etc.).
  • Driver’s licence renewal fees.
  • Digital subscriptions.

    If your specific claim doesn’t fit any of the above, and you still have doubts on whether it is claimable, please send us an email at customerservice@leasexpress.com.au. 

This usually comes down to budget allocation timings at the start or the end of the lease: 

  • At the start: 
    If you have purchased a used vehicle, it is likely that your registration renewal will become due before the 1 year mark – in this case, your account will not have accumulated sufficient funds in the specific registration budget. To learn about your options in this situation, please email reimbursements@leasexpress.com.au.
  • At the end: 
    We are unable to pay for premiums or renewals that cover a period outside of the lease term. If you are refinancing your lease however, these charges are claimable. 
    For example, if your lease ends on the 20th of August, and your registration renewal is due on the 21st of August (and you are not refinancing your lease), we will be unable to pay for it/reimburse it. 

To claim monthly insurance payments, please upload your current Insurance Certificate/Schedule (showing the monthly premium amount) along with a proof of payment (such as a bank statement or transaction screenshot showing the debit). 

Yes, these are legitimate vehicle expenses and can be claimed, however, these unexpected events are not built into your standard running cost budgets. If you choose to claim them, it may result in a budget shortfall that requires a supplementary invoice or budget variation later on. 

When transitioning from another provider, your payroll deductions with Leasexpress start from a $0 balance. It takes time for funds to accumulate in your new account.  
This may result in lower available funds on the first several months, and large expenses such as registration, insurance premiums, and large services, may not be covered until your account has accumulated sufficient balance. 
If you wish to have such expenses reimbursed earlier, please email customerservice to discuss your options regarding requesting extra deduction funds from your employer. 

Electric Vehicle (EV) Claims

How do I claim electricity charging for my EV?

You have the choice of claiming charging from home or public charging. Please refer to your Welcome Email for the complete breakdown. 

No. Capital upgrades, home electrical modifications, and the physical installation of a home charging station are not considered vehicle running costs by the ATO, and cannot be included or claimed under your lease. 

Vehicle & Running Costs

Can you pay for my vehicle running costs?

Yes, Leasexpress handles payments for your running costs directly, provided there are adequate funds available in your driver account budgets. 

We partner with AutoGuru to streamline your logbook servicing, maintenance and tyres. They manage quotes, check for fair pricing, and ensure the workshop coordinates payment directly with us so you aren’t out of pocket. For details on how to book, please read our AutoGuru Booking Guide
If you already have a preferred supplier, and they aren’t affiliated to AutoGuru, please pay for the service yourself, keep the itemised tax receipt, and submit a reimbursement claim through the driver’s portal.

Your Roadside Assistance (RSA) is managed through a dedicated fleet program. Standard consumer lines won’t find your name on a standard retail account. Please check this RSA guide, also included in your welcome pack, for further information and contact details. 

If your budget is temporarily short, you can pay for the service out-of-pocket, retain the itemised tax receipt, and upload it to the driver’s portal. We will reimburse you as soon as your ongoing salary deductions build your balance back up. 
If you wish to have funds reimbursed earlier, please contact our customer service team to discuss your options regarding requesting extra deduction funds from your employer. 

Please email Leasexpress as soon as possible with your new address and copies of your new registration documents. Changing states can impact your insurance risk profile and registration renewal timelines, so we need to update our records immediately. 

Driving more kilometres than predicted means you are spending money on fuel, tyres, and servicing faster than your salary deductions are collecting it. To prevent a large deficit on your account, please contact us to run a budget variation, which safely adjusts your payroll deductions to match your actual driving habits. 

Insurance Policies

What is the difference between Marsh and QBE?
  • Marsh is our insurance broker. They manage the administration, placement, and renewals of your policy. 
  • QBE is the actual underwriter/insurer providing the coverage.  

(Contact details for both can be found in your insurance policy documentation) 

The QBE policy is a comprehensive, all-inclusive fleet policy. Unlike retail policies, it provides consistent fleet protections tailored for leased vehicles. Please note that premium adjustments may occur annually based on fleet performance and broader market variations. 
Please note that the QBE fleet policy managed by Leasexpress has its dedicated phone line, so calling the regular QBE number found online will result in the attendant not being able to find your policy details. Please ensure to submit your claim using the contact details included in this quick policy overview. 

Yes, you are welcome to arrange comprehensive insurance through your preferred insurer. Before purchasing your new policy, please contact Leasexpress so we can guide you through the process. 

  • If you are on our QBE fleet policy: There is no need to manually add drivers. The policy automatically covers any person with a valid Australian driver’s licence operating the vehicle with your permission. The age and experience of the driver may affect your excess. For more information, please refer to your certificate of currency. 
  • If you have private insurance: Please contact your insurance provider directly to add drivers to your policy. 

No. You do not need to notify us for routine claims (like a windscreen replacement or minor dent repairs). You only need to inform Leasexpress if the vehicle is involved in a severe accident and deemed a total loss (write-off). 

Your first priority is safety. Once secure, contact your insurance provider directly to initiate the claims and towing process. Entitlement to a loan car depends entirely on the specific terms and optional extras selected in your insurance policy structure, so please contact your insurer to confirm. 

Insurers calculate pricing based on geographic risk zones (such as crime rates, weather events, and traffic density). Moving to a new postcode may cause your premium to go up or down.  

If you have the QBE Leasexpress insurance, please contact Leasexpress to update your address and receive a revised quote. 
If you have your own policy, please contact your insurer directly for more information. 

  • For QBE Leasexpress insurance holders, please contact QBE directly using the contact details within this quick guide. 
  • For all other insurance providers, please contact the provider directly for more information. 

Employment Changes

I am leaving my employer / been made redundant. What will happen to my novated lease?

When your employment ceases, your novated lease agreement automatically ceases. This means the lease reverts to a personal finance responsibility, and salary packaging benefits stop. Please contact Leasexpress immediately so we can guide you through the lease end process. 

⚡PHEV Note: If you are driving a Plug-in Hybrid Electric Vehicle (PHEV) exempt of FBT, please be aware that leaving your employer may permanently affect your FBT exemption status. Please contact Leasexpress for more information. 

You cannot keep making payments directly to Leasexpress to maintain your full lease package. You will need to contact your financier to maintain your monthly repayments directly from your personal bank account once payroll deductions stop, and all vehicle running costs become yours solely

Your lease will need to be transferred to the new entity via a process called re-novation. Please notify Leasexpress as soon as you are aware of the merger so we can work with your new HR/payroll team to ensure a seamless transition. (Note: For PHEV drivers, corporate restructures can sometimes impact FBT exemption continuity; our team will review this with you). 

  • Salary Increases: Generally have no impact on your lease structure, as deductions are based either on the value of the vehicle or the vehicle running costs. 
  • Salary Decreases: May affect your net take-home pay or your capacity to comfortably service the lease. Please contact Leasexpress if you experience a significant salary reduction so we can review your options. 
    This can be due to changes from a permanent position to a casual/part-time position, parental leave, etc. 

If you are on unpaid leave, your payroll deductions will stop. Because the lease payments must still be made to the financier, your lease will generally need to be suspended. If your leave is paid and your salary is sufficient to cover the deductions, it can continue as normal. Please contact Leasexpress as soon as your leave dates are confirmed so we can set up an action plan. (Note: Unpaid windows can potentially disrupt PHEV FBT exemptions). 

Payments, Payouts & Lease Structure

How can I request a payout / residual figure?

Please contact Leasexpress directly to request these figures. 

  • A payout figure is the total amount required by the financier to clear and close the loan completely right now. 
  • The residual figure (or balloon payment) is the fixed, ATO-mandated amount owed at the very end of your lease term, and stated in your lease agreement. 

Please note that we are unable to issue payout figures for a future date (e.g. 3 months in the future), as this depends on the financier’s internal calculations. Accurate payout figures can only be issued close to the desired payout date (e.g. 2 weeks, 1 month).  

No. By definition, a novated lease is a three-way agreement between you, your employer, and the financier.

It fundamentally relies on pre-tax and post-tax salary deductions handled via your employer’s payroll system. It cannot be run out of private personal funds.

Before you can legally sell the vehicle, the underlying finance must be cleared. You will need to contact Leasexpress to request a formal payout figure from the financier, settle that balance, and then proceed with your private sale or trade-in. 

Modifying or upgrading mid-term requires looking at your current payout equity and structuring a new lease. Please reach out directly to our dedicated sales team at info@leasexpress.com.au to discuss your goals and look at options. 

Once a lease is terminated or suspended, a final reconciliation takes approximately 4 to 5 weeks. This timeline allows us to receive any final trailing fuel or service charges, and any remaining funds in your account get then sent back to your employer to be processed via payroll before being returned to you. 

Couldn’t find the answer you were looking for? Send us an email:

For new lease enquiries: info@leasexpress.com.au

For existing customers: customerservice@leasexpress.com.au

Alternatively, you can call us on 1300 36 36 30 and select option 1 for sales/new lease enquiries, and option 2 for all other matters.