After an accident, theft or damage, the claim process can feel slow and confusing. Knowing what your insurer needs and keeping good records makes it smoother and fairer. This guide takes you from the first phone call to settlement.
Step by step
Make sure everyone is safe
If anyone is injured or the road is blocked dangerously, call 999. Exchange details at the scene as required by law, and report to the police within 24 hours if you could not.
Gather evidence
Take photos of the vehicles, the scene, road markings and damage. Note the time, weather and any witnesses' names and contact details. Write down what happened while it is fresh.
Tell your insurer promptly
Contact your insurer as soon as you can, even if you do not plan to claim, as most policies require you to report any incident. Give accurate details and ask for a claim reference number.
Understand what your policy covers
Check your level of cover, your excess, whether you have a courtesy car and whether you have legal expenses cover. Ask how the claim may affect your no-claims discount.
Follow the repair or settlement process
Your insurer may send the car to an approved repairer or offer a cash settlement. If the car is written off, they will offer its market value, which you can challenge with evidence of similar cars for sale.
Keep a record and escalate if needed
Keep a log of every call, email and letter. If you are unhappy, use your insurer's complaints process, and if it is not resolved you can go to the Financial Ombudsman Service.
Ready-to-use checklist
- Policy number and insurer contact
- Other driver's name, address, registration and insurer
- Photos of damage and the scene
- Witness details
- Police reference if applicable
- Claim reference number
- Log of all contacts
Practical tips
- Do not admit liability at the scene; simply exchange details and let insurers decide.
- Be cautious of calls from firms you did not contact offering to manage your claim.
- If the other driver is uninsured or cannot be traced, your insurer can explain the role of the Motor Insurers' Bureau.
Common problems
The other driver will not give their details. What should I do?
Note their registration number and a description, then report it to the police as soon as possible and within 24 hours, and tell your insurer.
The write-off offer seems too low. Can I challenge it?
Yes. Gather adverts for similar cars of the same age, mileage and condition and send them to your insurer. If they will not move, complain formally and then to the Financial Ombudsman Service.
Will a claim that was not my fault affect my premium?
It may still be recorded and could affect future prices, even if your no-claims discount is protected or restored. Ask your insurer how they treat non-fault claims.