Motor Insurance Claims Guide

In an ideal world, we hope that you won’t need to make a claim with us, but we all know that accidents can, and do happen. If you should need to contact us to make a claim please rest assured we have a dedicated team ready to help you.

Our UK contact centre is open 24/7 to take your call and we will make the whole process as clear and as quick as possible.

To make life easy, our phone numbers are:

Motor insurance   0344 412 2127
Home insurance   0344 412 2128

What should I do if I’m in an accident?

There are a number of key things you should do at the scene of an accident, regardless of whose fault it is.

• Stay where you are and don’t drive away
• Make sure no one has been hurt. If it looks as though someone may have been hurt, call an ambulance
• Don’t admit blame or liability, or offer to pay for any damage
• Take the other driver’s name, address, contact phone number and vehicle registration number, and the contact details of anyone else involved. If they have their insurance details, take these as well
• Take down the contact details of any witnesses
• If it is safe to do so, take pictures of the scene and damage to all vehicles
• If possible, make a sketch of the scene to show all the vehicles and all the people involved, including witnesses

You will then need to call our 24 hour claims helpline on 0344 412 2127 to notify us and we will explain the next steps to you.

What should I do if my car is stolen?

If your car is stolen, whether it’s from outside your home or elsewhere, you must call the police and file a report. They will then give you a police reference number.

You will then need to call our 24 hour claims helpline on 0344 412 2127 to notify us and we will explain the next steps to you.

How do I make a claim?

It’s really simple, just call our 24 hour claims helpline on 0344 412 2127. All we will need initially is your policy number and your name and address, and our team will then be able to help you with your claim.

It’s also useful to have your police reference number to hand if you have one, along with details of everyone involved in the accident, including any witnesses.

What type of claim is it?

There are two types of claim; non-fault and fault. Your insurer will ultimately decide which category your claim falls into after discussing the incident with you. Below are some general guidelines to help explain the key differences

Non-fault claim:

There are a number of reasons why a claim is considered to be non-fault, including:

• The insurer won’t have to make a payment to settle the claim
• Any payments the insurer has made will be recovered from a third party and/or their insurer at a later date

An example of this could be where you are involved in an accident but the other driver accepts responsibility, resulting in their insurer covering the costs involved.

Fault claim:

Most other types of claim fall into the fault category. It’s important to remember that this doesn’t necessarily mean that you are to blame.

An example of this would be where your vehicle could be damaged by someone while parked outside your house and they don’t leave their details. Your insurer would pay for the damage, resulting in this being a fault claim.

What happens next in a non-fault claim?

Following an accident where the fault lies with another party there are a number of things which we will talk through with you. Some of the main ones are outlined below:

• If your vehicle is undriveable it will need to be recovered from the scene and taken to an approved repairer. We will arrange this for you, and is usually carried out by the AA
• If you need a hire vehicle to use while yours is being repaired, we can arrange this for you with Enterprise, our vehicle rental partner. We will aim to have it to you the same working day if your vehicle is undriveable or for when your vehicle is booked into the approved repairer
• When we have arranged for your vehicle to be recovered and for your hire vehicle (if required), you may feel that you need some legal help, particularly in relation to any financial losses, or injuries you’ve incurred. If this is the case we will appoint an appropriate solicitor to act on your behalf based on your location, and will transfer you straight through to speak to them
• You may be contacted by various third parties offering services to deal with your claim. Please be advised we only use our own approved providers and do not forward your details to any other parties that are not approved

What happens next in a fault claim?

Following an accident there are a number of things which we will talk through with you. Some of the main ones are outlined below:

• We will take details of the incident and then pass you to your underwriter to continue your claim
• If your vehicle is undriveable it will need to be recovered from the scene and taken to an approved repairer. This is arranged and managed by your underwriter.
• If you need a hire vehicle to use while yours is being repaired, your underwriter will arrange this for you and is subject to availability

Can I get my repairs done anywhere?

When you call us to notify us of a claim or incident you will usually be advised to use an approved repairer, recommended by your insurer. This will speed up the process and also avoid having to get additional quotes. If you decide to get the repairs done quickly, before your insurer has agreed to pay, you will be responsible for these costs until your insurer settles the claim.

What happens if I need to make a claim for my windscreen?

If your windscreen has been damaged and you need it either repairing or replacing, please click here  to book a repair with Auto Windscreens. The good news is this will not affect your No Claims Discount.

What happens to my No Claims Discount (NCD) if I make a claim?

The effect a claim will have on your NCD depends on the type of claim you’re making and whether your NCD is protected.

Non-fault claim

If you have a non-fault claim where recovery can be made, or for repair work then it is unlikely to affect your NCD.

Fault claim

If you have a fault claim or a non-fault claim where recovery can’t be made, your NCD will be affected as shown below:

• If you have 5 or more years NCD this will reduce to 3 years
• If you have less than 5 years your NCD will reduce by 2 years

If you have chosen to protect your NCD, you can make 2 claims during a 3-year period without affecting it. A third claim will reduce your NCD as outlined above.

Do I have to make a claim for all accidents or incidents?

Not all accidents or incidents will result in a claim being made on your policy. It’s your decision whether you want to claim on your insurance or pay for any damage to your vehicle yourself. It may be that depending on the excess on your policy that for some smaller repairs it may be cheaper to pay for them yourself rather than making a claim and paying the excess.

It may also be that if you have built up several years No Claims Discount you may prefer to protect this rather than make the claim and lose it.

However, you do need to notify us in all cases to ensure that our records are correct and your policy has the correct level of cover.