If you need to make a claim - don’t panic. Our UK-based claims handlers are here to make the process as stress-free as possible.
Making a Claim on your Motor Insurance Policy
It is important that you report all incidents involving your vehicle to us as soon as possible even if you do not intend to make a claim or you consider you were not at fault for the incident.
To help protect your position it is important that you cooperate fully with your insurer. Failing to cooperate or failing to report an incident may result in your insurer being unable to provide you with indemnity under your policy which may result in you becoming personally responsible for meeting any claims arising from an incident.
If you are contacted by any third party or their representative you should not admit liability and you should refer them to your insurer. If you receive any third party correspondence you should pass this to your insurer unanswered.
It is important you act fast and within the first few hours and days of any accident, If you delay beyond 28 Days this may prejudice any claim another party may try and make against you, giving your insurer no choice but to deal with a claim or accept liability without your input. It is vital you send:
- Your policy number and your personal and contact details
- Details of your vehicle
- The date, time, location and circumstances of the incident
- Details of any other persons involved
- Details of any damage to your vehicle, any other vehicle or property
- Details of any injuries sustained by any persons involved
- Details of any witnesses to the incident
- Copies of any photographs or DashCam footage of the incident
- Whether the police were involved and, if so, their details (including any crime reference number)
If you cannot supply all this information straight away you should still report the incident to us as soon as possible.
If you were not at fault we may be able to assist you in progressing your claim and recovering any uninsured losses from the responsible third party (for example, your policy excess or injuries to you and any of your passengers).
From May 31st 2021 the law has changed and the amount of damages you can claim for low value personal injuries has reduced. Our team will still assist you and guide you through the changes and assist with your claim.
To talk to us about an incident or to make a claim give us a call on 0330 912 2658:
Are you a Third Party?
If you are a third party or third party representative enquiring about an incident which you believe involves one of our motor insurance customers you may use the same telephone numbers as above. Alternatively, you may email us at firstname.lastname@example.org.
Making a claim on another type of insurance policy
If you need to report an incident or make a claim under any other type of insurance policy (for example, Home, Pet or Vehicle Assistance) please contact your insurer as soon as possible on the contact number shown in your policy document.
As soon as your car is involved in an accident you need to take the following steps, regardless of who was at fault.
If you are involved in a road-traffic accident as a driver and one or more of the following occurs:
- a person, other than yourself, is injured
- damage is caused to another vehicle or to someone else’s property – including street lamps, signs, bollards etc.
- an animal has been killed or injured, except in your own vehicle or trailer
Then you must:
- stop and remain at the scene for a reasonable period
- give your vehicle registration number, your name and address, and that of the vehicle owner (if different) to anyone with reasonable grounds for asking for those details
If you don’t exchange those details at the scene, you must report the accident at a police station or to a police officer as soon as you can, and in any case within 24 hours.
If another person is injured you must:
- produce your certificate of insurance, if anyone at the scene has reasonable grounds to see it.
- if you do not, you must report the accident at a police station or to a constable as soon as you can and in any case within 24 hours. You’ll need to produce your certificate of insurance but if you don’t have it when reporting the accident to the police, you may take it, within seven days of the accident, to the police station you nominate when you report the incident.
Reporting the accident to the police by telephone is not sufficient and you cannot ask someone else to report for you.
You’re obliged to do these things not only when you are directly involved in an accident, but also if your vehicle’s ‘presence’ was a factor.
At the scene
Note down a detailed description of what happened, collecting as much information – photographs and notes – as you can while at the scene
- Scene – date, time, location, weather conditions, traffic conditions, road markings/signs/signals
- Vehicles – make, model, registration number, colour, condition, estimated speed, direction, use of lights/indicators, number of passengers
- People – contact details, description/distinguishing features of driver(s), contact details of passengers, pedestrians/other witnesses, details of any police officers involved
- Damage – description of the damage to vehicles/property and any injuries to people involved