Short answer: we check your claim, collect your car and have a specialist review it. Then we either repair it or, if it isn't worth repairing, settle your claim. Some of these steps need something from you, so this page shows what each stage means and what you can do to keep things moving.

Your claim, step by step

1. You've submitted your claim. You've reported your incident, and your claim is with us now. If you don't know where your car is when you submit your claim, tell us as soon as you find out. It's key, because we need to know where to collect it from.
2. We check your claim. We check all the information you've submitted to make sure everything's in order. We may need more information or documents from you, so keep an eye on your email, including your junk folder, and send us what we ask for as quickly as you can. This is key, because we can't progress your claim until this check is done.
3. Your car is collected. Once we've completed the check, one of our trusted partners will collect your car from wherever it is. That could be your home, the police or a storage yard. If you don't know where your car is when you submit your claim, tell us as soon as you find out. It's key, because we need to know where to collect it from.
4. A specialist reviews your car. Once our partner has your car, an engineer will assess how badly it's damaged. This decides whether it can be repaired, or whether it makes more sense to write it off and settle your claim instead.
5. Your car is repaired, or we settle your claim. What happens depends on whether your car is being repaired or written off:

• If your car is being repaired, it goes in for repair, and your claim is settled once the repair is finished.
• If your car is a write-off, we'll be in touch to talk through your settlement. Once everyone's happy, we settle your claim.

Even then, your claim isn't always finished. We may still need to deal with other parties or their insurers, and sometimes ask you for more information or your help.

What you can do to keep things moving

• Check your email regularly, including your junk folder, and reply to anything we ask for as quickly as you can.
• Tell us where your car is. If you didn't know when you submitted your claim, let us know as soon as you find out.
• Send us any evidence you have. If you remember anything else about the incident, or you get more information or evidence, such as a police report or witness details, send it to us as soon as you can.
• Send everything you have about the other driver, such as their details, photos and any dashcam footage. The more we have early, the quicker we can move things along and the better we can support your claim. See Fault vs non-fault claims.

If you haven't heard from us

First, check your email, including your junk folder. Have we asked you for anything? Have you sent us the information and documents we asked for? Any of these can hold your claim up. If you've sent us everything, there's nothing more you need to do and we'll be in touch.