Car Insurance Claim Guide

Car insurance claims overview

Getting into a car accident is one of the scariest things in the world. Damage to your vehicle is only a small part of it – an accident can make you afraid to get back on the road, or could cause long-term medical problems. That’s why it’s so important that you have the right insurance product that fits your needs. It’s also really important that you know exactly how to go about making a claim, including any information that you’ll need to provide to your insurer, which is why we’ve put together this car insurance claims guide.

How to make a claim

Not all claims will be due to an accident. Your vehicle might have been lost, damaged or stolen, but the claims process is usually the same, regardless of the nature of the claim.

1. If necessary, contact the police and obtain a crime reference number. If your car has been damaged or stolen, or if you get into an accident that isn’t your fault, the police will need to be notified and you’ll need to have a reference number to process the insurance claim.
2. Dig out all of your insurance documents. Sometimes they will be online and sometimes the insurer will send you the documents through the post. Whichever format they’re in, access them for details like your policy number.
3. Before you call, write down what you want to say. Have all of the details ready – things like the time and date of the incident, any additional parties involved in the accident or incident as well as their insurance details, if you have them, and your version of events. Writing all of this down before you pick up the phone is a good idea, as it’ll help to keep you calm.
4. Call our Claims line on 0345 872 3611 and our insurance advisors will take all of your information and process your claim. We understand how upsetting making a claim will be, which is why you’ll always get through to a real person.

What should I do if I get into a car accident?

Jot down what happened, including as much detail as you can. Even if you think a detail isn’t relevant, it might be, so include everything. If any injuries occur, take details of the person’s name and injury. If possible and if it is safe to do so, take photographs that you can send to your insurer, or draw a diagram. Include any and all vehicles that are involved, making sure that you take down their registration plates. Don’t admit fault at any time, as this could cause problems and affect your rights later on.

Next, exchange details with anyone else involved in the accident. You’ll need their name and address, contact information, the registration, how many passengers are in the vehicle and their insurer details. If there were any witnesses, get their name and telephone number and if any police officers are present, get their name, badge number and incident number.

If you do get into an accident, call our Claims line as soon as you can on 0345 872 3611.