How to make a claim on your car insurance

Even the best drivers get into accidents from time to time, and when you do it’s important to make sure you follow the right process so your claim can get sorted as quickly as possible.

  • To make a new claim on your car insurance policy, please call: 0333 234 1662
  • To speak to us about an existing claim, please visit the claim centre.

What information will I need to make a claim?


It’s useful to have the following information to hand when you call us to make a car insurance claim:

  • Your policy documents, including your policy number
  • The date and time of the accident
  • Your crime reference number (if you have one)
  • The name, address and phone number of any other drivers involved, as well as any witnesses or police officers present at the scene
  • The registration number of any other vehicles involved in the accident

Not sure what to do after a car accident? Follow our step by step guide:

Step 1: Check for injuries or vehicle damage


First things first, make sure everyone’s ok. Check for injuries, and call an ambulance if one is needed.

Next, check for damage to your vehicle and property, as well as any third party property or vehicle damage. Take photos of any damage, as you may need to submit these as evidence for your claim.

Step 2: Swap details with the other driver


Take down the contact and vehicle details of the other driver, as well as the contact details of any witnesses that may be able to support your claim. If the police are present, take down their name, contact details, crime reference number (if applicable) and badge number.

Make sure you have the following details before anyone leaves the scene:

  • Name
  • Address
  • Contact number
  • Vehicle details, including the vehicle registration
  • Insurer details
  • If they’re driving a company car, make a note of their employers’ details as well

Step 3: Assess the scene


As mentioned above, it’s a good idea to take photos of any property or vehicle damage (either yours or the other driver’s) so you can supply these to your insurer. Make a note of everything you can remember about the accident – it can even help to create a sketch of the scene to better explain what happened, and when.

Step 4: Call us to make your claim


Call us on 0333 234 1662 to notify us of a claim as soon as possible after an accident.

Remember – never admit liability for an accident (even if you suspect it might have been your fault), and let us know if anyone else admits fault for the accident as this can help to speed up the claims process. We will then let you know what you need to do next to progress your claim.

Don’t worry if you remember some of the details of the accident after you’ve already reported the claim - just give us a call to add the information to your file.

What else do I need to know about making a car insurance claim?

What if the accident was my fault? 


There’s no need to worry, even if the accident was your fault. But you still shouldn’t admit fault at the scene – we’ll have that conversation with the other driver’s insurer on your behalf. If you’re certain you weren’t at fault, provide us with as much evidence to support this as you can. 

Can I use my own repairer? 


You’ll need to check with your insurer whether you can use your own repairer after an accident – they may ask you to use one of their approved repairers.

If they’re happy for you to use your own repairer, they’ll usually ask you to provide two comparative quotes first before you go ahead with the repairs – it’s important to wait for your insurer’s approval before going ahead with these repairs, as this could slow down the progress of your claim.

When do I need to pay my excess?


If your vehicle is repairable, you will usually need to pay this excess to the garage when it goes in for repairs. Dependent on whether or not you were at fault, you may be able to claim this excess back from the other driver’s insurer.

If the car is a write-off, your insurer will usually deduct the excess amount noted on your policy documents from the final settlement amount.