Car insurance claims

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Which number do you need?

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 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.

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 your car is less than one year old and you’re the first and only registered owner, 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 a year old, we’ll offer to find you a replacement using our nationwide network. You can also choose to upgrade your car by paying the difference.

    We're unable to provide this service for theft claims. A minimum purhcase 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 arrange a time to discuss the theft in more detail. The outcome of your 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.