Your browser's out of date so you may not be able to use some of the features on our website. For the best experience, we recommend upgrading your browser to a newer version.
x
A man and woman on mobile phones making a claim.

Claims

It's quick and easy to tell us what happened online.

Is this about a new or existing claim?

Frequently asked questions

What's the difference between making a claim and notifying you of an incident?

You should always tell us about any incident you're involved in, even if there was no damage to your own vehicle or the damage was small and you don't need or want to fix it. This is what we mean by 'notifying' us of an incident.

If your vehicle is damaged and you need or want it to be repaired or replaced, you'll have to 'make a claim' and, if you have comprehensive cover, we'll pay the costs. If you were responsible for the accident, we may also pay the costs of the other person involved. If the accident was someone else's fault, we'll claim back the costs of repairing or replacing your vehicle from their insurer.

Even if you don't notify us about an incident or make a claim, we may pay the costs of the other person involved if you're responsible for the accident.

How long will my repair take?

As you may know, global supply issues are affecting the whole country. This is slowing down availability of vehicle parts and paint, so repairs are taking longer than normal. We're very sorry about this - we're working hard to stop this affecting you as best we can.

To help those most in need, we're prioritising vehicles that can't be driven until fixed. We can usually book these in for repair within a week, but please bear with us if it takes a little longer.

If you can still drive your vehicle, it may take around four weeks before it can be repaired (depending on where you are in the country).

Our claims and engineering teams are incredibly busy, so you may find delays when contacting them. Please be reassured, we're working around the clock to support you.

If I have an accident will I get a courtesy car?

If you have a comprehensive policy, they all guarantee a courtesy car. If you use one of our approved repairers, you'll be provided with one from the time your car goes into the garage for repairs.

Unfortunately, we can't provide a courtesy car if:

  • Your car is stolen.
  • Your car is a total loss.
  • Repairs aren't carried out by an approved repairer.
  • You have a third party only policy. If you have a third party, fire and theft policy, there are some occasions where a courtesy car will be provided.

What happens if the accident isn’t my fault?

If you have a comprehensive policy and you're involved in an accident, we'll make it our priority to get you back on the road as quickly as possible. We'll either arrange for your vehicle to be repaired or make a payment for your vehicle. If you're not at fault for the accident, we'll contact the other party's insurers to recover all our costs. If we're successful, your no claims discount won't be affected. If there's any disagreement about who was at fault, we'll review all the evidence available. We can then determine who was responsible - and if we can recover all or some of our costs. We'll let you know the outcome and if your policy has been impacted.

If your policy is third party, fire and theft or third party only, it doesn't include cover for accidental damage to your own vehicle. So even if the accident wasn't your fault, you can't make a claim through us. However, we may be able to refer you to our approved repair and mobility provider, and they may be able to claim your costs back from the other person's insurer.

What happens if the accident is my fault?

If you have a comprehensive policy and you're involved in an accident, we'll make it our priority to get you back on the road as quickly as possible. We'll either arrange for your vehicle to be repaired or make a payment for your vehicle if it's a total loss (or 'write off'). If the accident involved someone else, we'll contact them and offer to repair their vehicle or pay for a replacement if it's a total loss. This allows us to settle the claim as quickly as possible and control the costs involved too. If there's any disagreement about who was at fault, we'll review all the evidence available. We can then determine who was responsible - and if we can recover all or some of our costs. We'll let you know the outcome and if your policy has been impacted.

If you have a third-party fire and theft policy or third party only, your policy doesn't include cover for accidental damage to your own vehicle, so you can't make a claim for the costs of fixing or replacing it. If there are any claims made against you, we will deal with them.

Still need help?