Make a claim

Whether you’ve been in an accident or your car’s damaged, let’s help you get moving again.

 

The claims process, from A to B

We’ll take you through how claims work, from when you get in touch, to when everything’s settled.

  1. Explain what happened.
  2. Share the details.
  3. Get things settled.

Explain what happened

I need to make a claim

You can get help 24 hours a day, 7 days a week. To make a claim, call 0330 0185 561.

Calls may be monitored and recorded.

I’ve broken down

Let’s get you up and running again. For RAC breakdown cover, call 0330 159 0978.

My windscreen or windows are damaged

If there’s damage to your windscreen, side or rear windows or sunroof, call 0330 0184 174 or book a repair on the AutoWindscreens website.

I need to make a claim about my keys

Get in touch about key cover by calling 0345 0756 187.

You can call us using Relay UK if you have a hearing or speech impairment. If you want to communicate with one of our representatives, add 18001 before the number you require. There's more information on the Relay UK help pages.

I’m not sure I need to claim

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 and fix things yourself.

Share the details

If you’ve been in a car accident, aim to get in touch within 24 hours.

To help process your claim you'll need to provide some details.

This could include:

  • your policy number
  • the date and time of your accident or incident
  • details of any third party involvement
  • details of any eyewitnesses
  • if the police or emergency services were involved.

Get things settled

It’s time to review your claim

Your claim will be checked (including whether it affects any no claims discounts you have) and you’ll be contacted if you need to pay an excess.

You might need to give more info

You may need to give more evidence to support your claim, such as photos or videos taken on a dash cam. Our panel of insurers decide whether they’ll accept video footage as part of your claim.

Your claim’s settled

Accidental damage may take less time to resolve than claims involving third parties. You’ll be updated on your claim from start to end.

A look at the details

  • If you’ve been involved in a car accident it can be quite distressing. It can also sometimes be difficult to recall specifics later if you’re in shock. If you’ve been involved in a car accident you don’t have to call straight away but you should get in touch within 24 hours if possible while the details are still fresh in your mind.

    Regardless of fault, here are some things you can do at the scene of an accident or incident:

    • Stay where you are and don’t drive away.
    • Check if anyone has been hurt, including yourself. If you think someone may be hurt, call an ambulance right away.
    • Don’t immediately admit blame or offer to pay for any damage, this can be established and dealt with during your claim.
    • Make a note of the other driver‘s name, address, contact details and vehicle registration number. Do the same for any witnesses present at the scene.
    • If it’s safe to do so, take pictures or a video of the scene and damage to all vehicles, this can be extremely useful. It helps when providing evidence show the extent of any damage and also help us to establish the driving conditions on the day.
    • If possible, make a sketch of the scene to show all the vehicles and all the people involved, including witnesses. Insurance companies sometimes ask for this if there’s a dispute about the event.

    If you need to make a claim, call 0330 0185 561. The consultants will then explain the next steps to you.

  • If your car has been stolen or damaged, whether it’s from outside your home or elsewhere, you must call the police and file a report. The police will then give you a crime reference number. To report a theft, malicious act or vandalism to the police, call their non-emergency number on 101 or 18001 101 for text phone users.

    Once you’ve got a crime reference number from the police, call 0330 0185 561 to discuss next steps and find out any excess you may need to pay.

  • Car insurance claims are generally treated as non-fault or fault. To help progress your claim, the incident will be discussed with you, and third parties involved in the claim if needed. 

    A claim could be considered non-fault if no payment needs to be made to settle the claim, or payments related to the claim can be fully recovered from a third party, their insurance company, or both.   

    An example of this could be where you’re involved in an accident but the other driver accepts responsibility, resulting in their insurer covering the costs involved.

All claims questions

Car insurance

Keeping you covered when bumps happen.

More about car insurance

Car insurance

Keeping you covered when bumps happen.

More about car insurance