How to make a car insurance claim: a 5-step checklist

Dealing with a car accident is stressful. And when you’re in the moment, it’s very hard to think ahead to making a claim on your insurance.

But if you know what to do — before, during and after your claim — it can actually make the whole process a lot smoother. Understanding what a fault claim is and how it could affect your insurance can help you make informed decisions when things go wrong.

So whether it’s a minor bump or something more serious, here are our five essential steps for making a car insurance claim.

What is a fault claim?

A fault claim is when your insurer pays for the damage caused in an accident. This usually happens for one of two reasons: either you were responsible for the accident, or there's no one else who can be held responsible for the costs.

When a claim is settled as a fault claim, you'll need to pay your excess — that's the amount you agreed to pay towards any claim when you took out your policy. You may also lose your claims-free driving discount (No Claims Discount), which could increase your renewal price.

It’s important to understand that your claim can be settled as a fault claim even if the accident wasn't technically your fault. It can be a fault claim if:

• The other driver can't be identified
• The other drive doesn't have insurance
• You didn't collect their details

Essentially, if we can't claim the costs back from their insurer, your claim will be processed as a fault claim.

This is why collecting information from everyone involved is so crucial — it's the best way to protect yourself from a fault claim when you're not responsible.

Your 5-step checklist to making a claim

1. Safety first

Your wellbeing is the most important thing after an accident. Take a deep breath and check that everyone involved is okay.

• Call an ambulance on 999 if anyone is injured.
• Contact the police on 999 if the situation is dangerous.

This could be if you think a serious offence has been committed or the collision has caused a dangerous obstruction on the road.

Some injuries may not show up immediately, so keep an eye on how you feel in the following days and seek medical attention if you’re not feeling right.

2. Collect contact details and evidence

After making sure everyone’s safe, you’ll need to collect details from everyone involved in the accident. Your insurer (that could be us) will ask for all this information later.

Make sure to collect:

• Full names
• Phone numbers
• Their car insurance company name
• Number plates

If the police are involved, ask for a crime reference number. This could be important if your car was stolen or vandalised – check your policy details to find out if these things are covered.

Collecting these details is crucial. Without them, your claim could be settled as a fault claim even if the accident wasn't your fault. We won't be able to identify the other driver or claim costs back from their insurer, which means you'd have to pay your excess and could lose your No Claims Discount.

Need help knowing exactly what to ask? Our guide on 5 things you need to ask the other driver in an accident covers everything.

Take pictures or videos

When making a claim, providing as much evidence as possible is essential. This will help make your claim smoother.

• Take photos or videos of the damage to all cars involved. Try to get all four sides of the car.
• Capture the scene, including road conditions and the location of the accident.
• Write down the time of the incident to avoid forgetting important details later.

Worried you might miss something? Download our checklist of what to do in an accident here.

3. Give us a call as soon as possible

Even if you plan to handle repairs yourself, it's important to notify us of the accident. If your car isn't safe to drive, please don't drive it — call from the scene to arrange roadside assistance. The sooner you call us, the sooner we can help, but contact us within 24 hours as a minimum.

When you call:

• Provide your policy number and personal details to verify your identity.
• Explain what happened in detail, using the notes and evidence you’ve gathered.
• Share the contact and insurance information of others involved.

4. Validate your claim

After making your claim, we’ll need you to validate it by providing some proof. Expect an email within one day asking for:

• A picture of your driving licence
• Confirmation of personal details
• Photos of the damage

It’s very important to reply to this email as soon as possible. If this email is overlooked, or goes to your junk folder, your claim could be delayed.

5. Understand your claim type and outcome

Once your claim is validated, we’ll be able to move forward with these next steps:

• If your car can be fixed, we’ll arrange the repair with one of our partners. You’ll pay the excess directly to the garage if the claim is a 'fault' claim.
• If your car is damaged beyond repair (Total Loss), you’ll be covered for the total market value of your car, minus the excess if you’re found to be liable for the damage (at-fault).

Your claim will also be categorised into one of three types:

• Fault claim
• Non-fault claim
• Split claim

Fault claim

A fault claim means we, as your insurer, pay for the damage. This happens in two main scenarios:

• You were responsible for the accident — for example, you hit another car or damaged property.
• No one else can be held responsible — this includes situations where the other driver can't be identified, doesn't have insurance, or you didn't collect their details at the scene.

Here's what happens with a fault claim:

• You'll need to pay your excess towards the repair costs.
• You may lose part or all of your claims-free driving discount (No Claims Discount).
• Your renewal price could increase.

This is why collecting the other driver's details is so important. Without them, your claim will be settled as a fault claim — even if the accident wasn't your fault.

If you have certain features on your plan, like our Uninsured Driver Promise, you may be protected in some fault claim situations. Check your policy documents to see what's included.

Non-fault claim

You’re not responsible for the damage and the other person’s insurer pays for it. You won’t have to pay anything towards the claim (your excess) and you won’t lose your claims-free driving discount. Your renewal price shouldn't be affected.

For more detail on how these work, check out our guide to non-fault accidents.

Split claim

Responsibility for the damage is shared, so you’ll still need to pay your excess. You could also potentially lose your claims-free discount.

Common questions about fault claims

What is a fault claim in car insurance?

A fault claim is when your insurer pays for accident damage because you're responsible, or because no one else can be held liable for the costs. This could mean you caused the accident, or the other driver can't be identified or doesn't have insurance.

Will a fault claim affect my No Claims Discount?

Yes, a fault claim will usually reduce your claims-free driving discount (No Claims Discount) unless you have No Claims Discount Protection on your policy.

What's the difference between a fault and non-fault claim?

With a fault claim, your insurer pays for the damage and it may affect your discount and renewal price. With a non-fault claim, the other person's insurer pays and your discount stays protected.

Can my claim be a fault claim even if the accident wasn't my fault?

Yes. If the other driver can't be identified, doesn't have insurance, or you didn't collect their details, your claim will be settled as a fault claim. This is because there's no one else we can claim the costs back from.

How much will I pay for a fault claim?

You'll pay your excess — the amount you agreed to contribute towards any claim. This varies depending on your policy, so check your documents for your specific excess amount.

Do I have to report an accident if I'm not making a claim?

Yes. You should notify us of any accident within 24 hours, even if you're not making a claim. This is usually a requirement in your policy terms and helps protect you if the other person decides to make a claim later.

Making a claim with Marshmallow

At Marshmallow, we know claims can be confusing — especially if you're new to the UK insurance system. We're here to guide you through every step, answer your questions, and make the process as straightforward as possible.

Our team is available to help you understand whether your claim will be fault or non-fault, what you'll need to pay, and how it might affect your policy. You can make a claim through our app or by giving us a call.

Find out more about what car insurance covers or get a quick quote today.

Summary

When making a claim, it’s important to:

• Prioritise the safety and wellbeing of everyone involved.
• Gather all necessary contact details and evidence — this is crucial for avoiding a fault claim when you're not responsible.
• Contact us as soon as possible.
• Respond to any follow-up emails for smoother processing.
• Understand how your claim type (fault, non-fault, or split) will affect your excess and No Claims Discount.

Following these simple steps can make the car insurance claim process much easier. Stay calm, stay informed, and we'll guide you through the rest.

For more guidance on handling accidents, read our article on what to do after a car accident and learn about the top 5 mistakes people make after an accident.‍