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Frequently asked questions about claims
Here are answers to some common questions about claims.
Car accident claims
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Where a non-fault claim is being made, your claims consultant will discuss the next steps with you.
If your car is undriveable, it'll be recovered from the scene and taken to an approved repairer or a repairer of your choice.
If you have Guaranteed Replacement Car Cover added on your policy, we'll send you a car from a leading national network. This is if your car is stolen, written off or undriveable or you’re waiting for a courtesy car to become available.
Important information for Guaranteed Replacement Car Cover: You'll need to apply within 14 days of the accident or incident. Terms, conditions and exclusions apply to this benefit.
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Most claims fall into the fault category. Your claims consultant will discuss the incident with you and may also speak to any third parties involved. Once they’ve established what’s happened they’ll decide how to proceed with your claim.
It's important to remember that a fault claim doesn’t necessarily mean that you're to blame.
For instance, if your car is damaged by someone while parked outside your house and they don’t leave their details. If you make a claim and the repairs are paid for, this would be classed as a fault claim.
If a claim is made following an accident, you can speak to the representatives about the details to establish if you’re solely at fault or jointly responsible.
Here's what happens next:
- Take details of the incident and then pass you to our underwriter to continue your claim.
- If your car is undriveable it'll need to be recovered from the scene and taken to an approved repairer.
- If you need a courtesy car to use while yours is being repaired, this will be arranged for you, subject to availability. This only applies if you have Guaranteed Replacement Car Cover.
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When you report a claim or incident, you’ll be advised to use one of our approved repairers. This will speed up the process and also avoid having to get additional quotes. Any repairs made by approved repairers will also be covered by a guarantee.
You can have repairs carried out by a repairer of your choice. If you decide to get the repairs done quickly, before your insurer has agreed to pay, you’ll be responsible for these costs until your claim is settled.
Help with your policy
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Yes, if you've taken out Guaranteed Replacement Car Cover as an optional extra with your car insurance.
You'll get a replacement car as part of your claim if your car is stolen or written off, or is no longer driveable following a fire, theft or accident.
You can expect us to quickly supply a car from a leading national network as long as you claim within 14 days, and you can use the car for up to 28 days.
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The effect a claim will have on your no claims discount (NCD) depends on the type of claim you're making and whether you’ve opted to protect it.
Non-fault claims
If you have a non-fault claim where recovery can be made, or money can be paid for repair work, it's unlikely to affect your NCD.
Fault claims
If you have a fault claim or non-fault claim where recovery can't be made, your NCD will be reduced.
If you have five or more years NCD, your NCD will be reduced to three years. And if you have less than five years, your NCD will be reduced by two years.
If you’ve chosen to protect your NCD, you can make two claims during a three-year period without affecting it. However, any further claims will reduce your NCD.
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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.
Depending on the excess on your policy, for some smaller repairs it may be cheaper to pay for them yourself rather than making a claim and pay the excess. But no matter how small the incident, you need to get in touch so your records are correct and you have the right cover, even if you don't claim.
