Search

Car insurance claims

Warning icon Repair delays: UK parts shortage

If your car is drivable but needs a repair, it may take a little longer than usual to get booked into a garage. This delay is due to a shortage of car parts all across the UK.

There’s also a nationwide shortage of courtesy and hire cars. But rest assured, we’ll get you a replacement vehicle as quickly as we can.

We hope any delays are as short as possible. And if you use one of our approved repairers, we’ll keep you updated throughout your repair.

Festive opening hours

New claims:
  • Christmas Eve & New Year's Eve 10am - 2pm
  • Christmas Day, Boxing Day & New Year's Day CLOSED
  • 27th December, 28th December & 29th December 8am - 9pm
  • 30th December 9am - 5pm
  • 2nd January 8am - 9pm

Existing claims:
  • Christmas Eve & New Year's Eve CLOSED
  • Christmas Day, Boxing Day & New Year's Day CLOSED
  • 27th December, 28th December & 29th December 9am - 5pm
  • 30th December CLOSED
  • 2nd January 9am - 5pm

Otherwise it's business as usual, and our recovery helpline is still open 24 hours.

What will I be asked for when I call?

  1. Your personal details
  2. What happened and what the damage is to your car
  3. Whether the car is driveable
  4. Where you are
  5. Details of any witnesses or third parties who were involved in the incident
  6. Details of any passengers in your or the third party’s car
  7. Whether the police were involved and any crime reference number, if relevant

Other things we might need

Once you've reported your claim to us, we'll get things moving straightaway. Even if you have an accident late at night, our 24-hour accident recovery helpline can arrange assistance to recover your car.

  • Fraud

    We take insurance fraud very seriously – it’s illegal and increases the cost of everyone else’s policies.

    To protect customers we use specialised detection processes to identify false or exaggerated claims, which we then invalidate.

  • Motor Legal Protection claims

    When you report your claim to us it’s important that you tell us about your Motor Legal Protection claim. The Motor Legal claims department will then review the details of your accident.

    If your claim is valid we’ll confirm that your solicitor’s costs will be covered, as long as there is more than a 50% chance that your claim will succeed.

  • Windscreen claims

    You can have your windscreen replaced or repaired quickly by calling our glass hotline on 0800 328 7471. It’s open 24 hours a day, 365 days a year.

    If you have Comprehensive or Comprehensive Plus cover, you’ll just need to pay the excess shown in your policy details. Your No Claim Discount won’t be affected when you make a windscreen claim.

Repair delays: UK parts shortage

If your car is drivable but needs a repair, it may take a little longer than usual to get booked into a garage. This delay is due to a shortage of car parts all across the UK.

There’s also a nationwide shortage of courtesy and hire cars. But rest assured, we’ll get you a replacement vehicle as quickly as we can.

We hope any delays are as short as possible. And if you use one of our approved repairers, we’ll keep you updated throughout your repair.

Continue
Man looking at book from bookshelf, under a sign saying Claims FAQs
  • Whose fault was the accident?

    In most cases it's not a comment on who's to blame, it's to do with how we recover the costs. We have specialist teams to deal with complex claims and we'll talk to all third parties and other insurers for you.

  • What happens if my car is written off?

    A car is written off if it's more expensive to repair it than to replace it.

    If you have our Comprehensive cover:
    If you're the first and only registered owner and your car is less than one year old, we'll try to get you a replacement car (same make and model). If we can't find one, we'll pay the market value of your car at the time of the accident (less any excess that may apply).

    If you have our Comprehensive Plus cover:
    If you're the first and only registered owner and your car is less than two years old, we'll try to get you a replacement car (same make and model). If we can't find one, we'll pay the market value of your car at the time of the accident (less any excess that may apply).

    If your car is more than one year old and is written off (Comprehensive cover) or if your car is more than two years old and is written off (Comprehensive Plus cover), we'll offer to help find you a replacement using our nationwide network. You can also choose to upgrade your car by paying the difference.

    Or, if you don't want to use this service, you may prefer to simply accept a bank transfer for the market value of your car at the time of the accident (less any excess that may apply).

    We're unable to provide this service for theft claims. A minimum purchase price of £3,500 will apply, and an exact match is subject to availability.

  • What happens if my car is stolen?

    If your car is stolen, then you'll need to ask for a crime reference number from the police. When you report your claim to us we'll take some basic details and may arrange a time to discuss the theft in more detail. The outcome of our claim will depend on whether your car is recovered or not.

  • Who determines the value of my vehicle?

    Our team of engineers make sure we correctly value your vehicle. They follow the same process every time, and take in to account current market prices.

  • If I make a claim can any garage repair my car?

    Yes, although if you use one of our recommended garages all parts and repairs are guaranteed for five years.

More FAQs