Short answer: if your plan includes a courtesy car and your car is being repaired at one of our approved garages, you'll get one once the garage has everything it needs to start. Here's what has to happen first, so you know where you are.



What a courtesy car is

A temporary car that keeps you on the road while yours is being repaired after an accident. It comes from our approved garage, and it's subject to availability. The aim is to keep you on the road, not to match your car.



Who gets one

A courtesy car for repairs is included on Essential, Original and Plus, and on Move Essential, Move Original and Move Plus. You may also have one through the Courtesy Car add-on. Check your plan in the app to see if yours includes one, or look at Section 8 of your Policy Wording document.



When you'll get it

Your courtesy car comes from the garage repairing your car, so it starts once your claim has been checked and your car is with them. Here's the order things happen in:

  1. We check your claim. We'll email you if we need anything from you or there's something to follow up. Keep an eye on your email, including your junk folder, and send what we ask for as quickly as you can. We need to finish this check before your car can be sent to one of our approved garages.
  2. Your car goes to an approved garage. We'll let you know who it is, and they'll get in touch with you about the repair. Once your car is with them, a courtesy car can be arranged, and you can talk to them directly about the details.
  3. Your car is repaired. You can keep the courtesy car for as long as the repair takes.



What car you'll get

Usually a small car, like a Fiat 500. If you need an automatic or have accessibility needs, tell the garage as early as you can. They'll do what they can, depending on availability.



How long you can keep it

For as long as it takes to repair your car and get it back to you, safe to drive.



When you won't get a courtesy car

  • You choose a garage that isn't one of our approved repairers. You need to use one of our approved garages to get a courtesy car.
  • Your claim is for a windscreen or glass repair only.
  • Your car has broken down, for example it won't start. Courtesy cars are only for repairs after an accident you've made a claim for.
  • Your car is still waiting to be collected or assessed. A courtesy car can only be arranged once your car is in the garage.
  • Your plan doesn't include one and you haven't added the Courtesy Car add-on.
  • Your car has been stolen or written off. There's no repair, so a courtesy car for repairs doesn't apply.



If you're waiting and it's been a while

First, check your email, including your junk folder, for anything from us asking for information or documents we still need from you. We can't move your claim on until we have them. If you've sent us everything, there's nothing more you need to do and we'll be in touch. It can sometimes take a while to process a claim before we can send your car to one of our approved garages, and a courtesy car can only be arranged once your car is with them.