If you have an accident or your car is damaged, knowing how to claim, and sometimes whether to claim at all, can save you money and stress. This guide explains how to make a car insurance claim step by step, what happens next, and when it might be better not to claim.
At the scene of an accident
If you are involved in a collision, stop, make sure everyone is safe, and call the emergency services if anyone is hurt or the road is blocked. Exchange names, addresses and insurance details with the other driver, and note the other vehicle's registration. Take photos of the scene, the damage and the positions of the vehicles, and gather contact details for any witnesses. Calm, thorough notes at the scene make any claim much easier.
Tell your insurer promptly
You should tell your insurer about any incident as soon as you can, even if you do not intend to claim and even if it was not your fault. Most policies require you to report incidents, and failing to do so can cause problems later if the other party makes a claim. Reporting it is not the same as claiming; it simply keeps your insurer informed, as your policy requires.
Deciding whether to claim
Not every incident is worth claiming for. If the damage is minor and the repair would cost little more than your excess, claiming may not be worthwhile, especially once you factor in the loss of your no claims discount and a likely higher premium next year, as explained in our guide to the no claims discount. For larger damage or any injury, claiming is usually the right choice.
How to start a claim
To begin a claim, contact your insurer through the number or online process on your documents. Have your policy number, the details you gathered at the scene, and any photos ready. The insurer will guide you through what they need, which may include a description of events, the other party's details, and an assessment of the damage. Provide accurate, honest information, since errors or exaggeration can cause a claim to be refused.
Fault and non-fault claims
A claim is either fault or non-fault from your insurer's point of view. Non-fault means your insurer expects to recover its costs from the other party's insurer, in which case your no claims discount is usually protected. Fault does not necessarily mean the accident was your fault in everyday terms; it means your insurer cannot recover the cost, for example because the other driver is untraced. This distinction affects your discount and premium.
What happens after you claim
Once your claim is underway, the insurer will arrange or approve repairs, often through an approved repairer, and may provide a courtesy car if your policy includes one. You will usually pay your excess at some point in the process. The insurer handles liability with the other party's insurer behind the scenes. Keep a record of your claim reference and any correspondence in case you need to follow up.
If your car is written off
If repairs would cost more than the car is worth, the insurer may declare it a total loss, or write-off, and pay you its value instead. For a standard policy this is the market value, which the insurer estimates. If you disagree with the figure, you can question it and provide evidence such as adverts for similar cars. For cherished or modified cars, an agreed value policy avoids this uncertainty, as covered in our guide to modified and classic car insurance.
If the other driver is uninsured
If you are hit by a driver who turns out to be uninsured or who drives off, you may still be able to recover your losses, either through your own comprehensive cover or through the Motor Insurers' Bureau. Our guide to being hit by an uninsured driver explains the steps. Gathering evidence at the scene is especially important in these cases.
If you are unhappy with how a claim is handled
If you feel your insurer has treated your claim unfairly, you can complain to the insurer first, and if you are still not satisfied, you can take the complaint to the Financial Ombudsman Service, which settles disputes between consumers and financial firms for free. Keep records of your communications, as they help if you need to escalate. Most claims are handled smoothly, but it is good to know the route exists.
Courtesy cars and approved repairers
Many comprehensive policies arrange repairs through an approved repairer and provide a courtesy car while yours is fixed, though the courtesy car is often a small standard model rather than a like-for-like replacement. Using the insurer's approved repairer usually makes the process smoother and the repairs guaranteed. You can sometimes use your own garage, but check first, as it may affect how the claim is handled or whether a courtesy car is provided.
How a claim affects future premiums
Making a claim, even a non-fault one, can affect your future premiums, because insurers see any claim as information about risk. A fault claim typically has a bigger effect and usually reduces your no claims discount, as covered in our guide to the no claims discount. This is why it is worth weighing small claims carefully, and why protecting your discount can be valuable once it is substantial.
Honesty throughout the claim
Throughout any claim, give accurate, honest information and do not exaggerate the damage or the circumstances. Insurers investigate claims, and an exaggerated or false claim can be refused and treated as fraud, with serious consequences for your record and future cover. Sticking to the facts, supported by the evidence you gathered at the scene, is both the right thing to do and the surest way to a smooth settlement.
Be cautious with claims management companies
After an accident, especially a non-fault one, you may be contacted by companies offering to handle your claim or arrange a replacement car. Some are helpful, but others can leave you exposed to large hire charges if things go wrong. You are usually best dealing directly with your own insurer first, who is obliged to handle your claim fairly. If in doubt, speak to your insurer before agreeing to anything with a third party that contacts you out of the blue.
In short
At the scene, stay safe, exchange details and gather evidence. Tell your insurer promptly, even for a non-fault or no-claim incident. Decide whether claiming is worth it for minor damage, given the excess and lost no claims discount. Provide honest, accurate information, understand the fault and non-fault distinction, and know your options if the car is written off, the other driver is uninsured, or you are unhappy with the outcome.
Where to get help and next steps
Read the no claims discount guide to weigh up small claims, and our guide to being hit by an uninsured driver for that specific situation. To reduce the chance of needing to claim costs you dearly, see how to lower your car insurance.