How to make a car insurance claim
Making a car insurance claim involves a specific process that can change depending on your situation.
To ensure you get the best possible outcome, it's important to understand the correct path to take. This guide explains your options and what to expect.
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How making a claim through your own insurance works
When you make a claim through your own insurer, the outcome depends entirely on who was at fault. If the accident was your fault, you must use your own policy to cover the damages.
For a non-fault accident, your insurer may also offer to handle the claim, but this traditional path comes with several potential downsides that can still affect your policy and finances.
Why this isn't the best option to make a claim:
Paying your policy excess upfront
Your insurer will typically require you to pay your policy excess to start the claim, leaving you out of pocket while they recover the cost.
Risk to your No-Claims Bonus
Your insurer opens a claim on your policy, which can immediately reduce or remove your No-Claims Bonus. The burden is then often on you to chase them to get it correctly reinstated later on.
A potential increase in your renewal premium
An open claim on your record is seen as an increased risk, which can be used to justify a higher premium at renewal, even if you weren't at fault.
A basic courtesy car (if available)
You are often only offered a small, basic courtesy car that isn't a suitable replacement, and in many cases, no vehicle is provided at all.
The smarter path to claim: fully managed and stress-free
Our independent service is the better alternative. We handle the entire claim on your behalf by dealing directly with the at-fault driver's insurer.
This approach ensures your own policy is kept completely separate from the process, protecting you from the hassle and risk.
Why this is the better option to claim:
No excess to pay, ever
We deal directly with the at-fault insurer, so your policy isn't used. This means you are never asked to pay a policy excess.
No impact on your NCB or premium
Your No-Claims Bonus and renewal premium are protected because no claim is ever logged against your own insurance policy.
A like-for-like replacement vehicle delivered fast
We provide a comparable replacement vehicle of a similar size and spec to your own, delivered quickly so you can continue your daily life without disruption.
The entire claim managed from start to finish
A dedicated claims manager handles all stressful negotiations for you, ensuring a smooth, hassle-free process.
Understanding your options to claim
How you start your claim can affect everything from paying your excess to your replacement vehicle. See how each route compares and what kind of support you can expect.
| Benefits | Your insurer | Auto Claims Assist | Third Party Insurer |
|---|---|---|---|
| Fight for your liability | |||
| Dedicated claims handler | |||
| Comparable replacement vehicle | |||
| Manufacturer approved parts | |||
| Fair write-off valuation | |||
| No excess to pay | |||
| Unaffected no claims bonus |
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Our end-to-end service
We handle every detail of your non-fault claim from the scene of the accident to getting you back on the road. Here is how our comprehensive service works for you:
Roadside recovery if needed
If your vehicle isn't drivable, our first priority is your safety. We’ll recover you and your vehicle from the roadside. We will also arrange for the secure storage of your vehicle while the claim is processed.
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Complete claims management
From your first call, we assign you a dedicated claims handler. Our team of non-fault specialists then manages your claim from start-to-finish, handling all communications and negotiations.
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Comparable replacement vehicle
You will not be left without suitable transport. We provide you with a comparable replacement vehicle—similar in size and spec to your own—and you can use it for the full duration your car is off the road.
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BSI accredited repair / total loss settlement
Our trusted, BSI accredited repair network will repair your vehicle to the highest standards, using manufacturer-approved parts and paints. If your vehicle is written off, we will work to ensure you receive a fair settlement figure.
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Personal injury support
If you or your passengers have been injured in the accident, our partnered personal injury solicitors can provide expert assistance to help you claim the compensation you are entitled to.
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All costs are covered by the at-fault driver's insurer
There is no cost to you for any part of our service. We claim all costs for the recovery, storage, replacement vehicle, and repairs directly from the third-party insurer.
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