A claim usually goes through four steps. We check your details and the cover. We assess the damage. We repair your car or, if it costs more to repair than it's worth, treat it as a total loss. Your claim isn’t finished once your car is repaired or paid out. We may still need to deal with other parties or their insurers, and sometimes we’ll ask you for more information or your help.

A courtesy car comes from the repairer while your car is being repaired, if your policy includes one. If your car is a total loss or stolen, you don't get one, unless you've added the Courtesy Car Upgrade, which gives you a replacement car if your car is written off. You can't get a courtesy car while your car is waiting to be collected or assessed.

We decide who was most likely at fault using the evidence we have: both accounts of what happened, photos, where the damage is, the road layout, and any dashcam, CCTV, witnesses or police report. Fault, split fault and non-fault describe how we settle the claim. They aren't a judgment on your driving. If you have new evidence, send it to us and we'll review it as this can sometimes change a decision. If anything changes, we'll tell you the outcome and why.

We pay the market value: what it would cost to replace your car with one of the same age, make, model, mileage and condition just before the loss. Our engineers check this against trade guides and adverts. We then take off your excess, any unpaid premium and other specific justified adjustments. Once we've paid, the car becomes ours. Your policy also ends, without a refund, unless you swap to another car within 30 days. If you think the value is too low, send us 3 adverts for similar cars. An engineer reviews it and we'll explain the result.

If a claim is settled as at fault, it can reduce your no claims discount and raise your renewal price. This is because the claim cost us money that we couldn't get back. If we recover the full cost from the other side's insurer, your claim may no longer count as at fault, and your discount may be restored. Your renewal email shows your new price before you renew.

Fill out an online form with your contact details and and someone will get back to you in 10 working days.

Write to us at: The Complaints Team, 66 City Road, EC1Y 1BD.