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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.  

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

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 within 24 hours 

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. Otherwise, aim to contact us within 24 hours.

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

Your part isn’t over yet! 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

This means we, as your insurer, are the ones who pay out for the cost of the damage. This may be because you were found to be responsible for the damage, or because there’s no one else we can hold responsible.

You’ll pay your excess and you may also lose your claims-free driving discount (No Claims Discount). Moral of the story? Always, always collect personal and insurance details from anyone else involved in a bump.

Non-fault claim

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

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.

So, to sum it up:

  • Prioritise the safety and wellbeing of everyone involved.
  • Gather all necessary contact details and evidence.
  • Contact us as soon as possible.
  • Respond to any follow-up emails for smoother processing.

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.