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The car accident claim process

Reporting an accident and starting a non-fault claim - Overview

Having an accident can be stressful for anyone, especially if it’s not your fault.

Reporting an accident, dealing with insurance, organising repairs, getting a temporary vehicle, making a claim and maybe even navigating legal issues. This can all be confusing and overwhelming.

That's where we at Auto Claims Assist step in; to make your life easier. We’re here to help you if you’re involved in a non-fault accident.

Call our new claims team on 0330 128 1407 | Start your claim now >

In this overview:

  1. Introduction to an Accident Management Company
  2. What we do for you
  3. Overview of the non-fault claims process
  4. Why Choose Auto Claims Assist
  5. How to report an accident to Auto Claims Assist

We are an Accident Management Company

Essentially, an accident management company acts as your personal advocate and guide after a non-fault accident. We take away the stress, hassle and inconvenience of a non-fault accident by handling everything, all at no cost to you. This is so you can focus on getting back to normal.

How we help:

Essentially, an accident management company acts as your personal advocate and guide after a non-fault accident. We take away the stress, hassle and inconvenience of a non-fault accident by handling everything, all at no cost to you. This is so you can focus on getting back to normal.

  • Claims Management: Our experienced claims team will handle all communication and negotiations with the at-fault party's insurance company. We manage your claim from the moment of your accident, through to getting you back on the road.
  • Temporary comparable vehicle: We provide you with a temporary replacement vehicle, comparable to your own, that meets your needs while your own vehicle is off the road.
  • Repairing your vehicle: We work with a network of BSI Kitemark Accredited repairers who restore your vehicle to its pre-accident condition using manufacturer-approved parts and paint.
  • Negating a fair settlement: If your vehicle is a total loss, we ensure you receive a fair pre-accident valuation and settlement for your vehicle. Our goal is to achieve the best possible outcome for you.
  • Legal guidance and personal injury: If you've suffered injuries in the accident, we'll connect you with our panel of specialist personal injury claims solicitors.
  • Recovering all costs: We recover all of the costs from the at-fault driver’s insurance company. This means there’s no cost to you for using our Accident Management Services.

If you have any questions about Accident Management, or about your non-fault accident, speak to our team today.

Understand the claim process

The non-fault claim process overview:

We’ve created a transparent breakdown to guide you through the non-fault accident claims process. This covers every step, from start-to-finish.

We’ve separated the process into two stages:

Stage 1: Reporting your accident and starting your claim

This initial stage involves promptly reporting your accident to us. This allows us to conduct thorough pre-claim liability checks to confirm you were not at fault and your claim is eligible for our services.

Stage 2: Managing and processing your claim

In this stage, your non-fault claim will be initiated and managed by our team. We follow ONE of our FOUR distinct claim routes, designed to process a successful claim efficiently based on your vehicle's condition and circumstances. (Jump to Stage 2 overview)

Reporting your accident and starting claim

Stage 1 overview: Reporting your accident and starting your claim

Below are the initial steps to report an accident and start a non-fault claim with Auto Claims Assist. Our non-fault claim specialists first collect the details and evidence of your accident. We then assess if you are eligible to use our accident management services before starting the claim.

  1. What to do directly after a car accident
  2. Enquire with Auto Claims Assist
  3. Getting recovered from the roadside (if required)
  4. We’ll take down the details of the accident
  5. We assess liability
  6. Driver checks & claim acceptance (Starting the claim)

How long can the ‘Stage 1 process’ take?

The Stage 1 process can often be completed on the same business day.

We’ve developed our processes to be very efficient. Our New Claims Team are your first point of contact and will take down all of the details that we require to assess liability over the phone.

This means it’s possible to find out if you’re eligible for our accident management services on the same day as enquiring with us. If it isn’t concluded on the day you enquire (for example, your enquiry may be at the end of business day or out of hours), it’s usually at least within 24-48 hours of enquiring with us.

Once we have assessed and accepted your eligibility to use our services, we can then begin your claim and provide you with a temporary replacement vehicle without delay.

Ready to explore the non-fault claim process further?

Explore Step 1: What to do directly after a car accident

Stage 1 is complete and we start your claim

At the end of stage 1, we'll let you know if you qualify for our accident management services. (See Step 6: Driver checks & claim acceptance). If you are eligible, we start your claim and move forward to Stage 2: Managing and Processing The Claim.

Stage 2 begins: Managing and Processing Your Claim

Your non-fault claim has begun, and our team are here to manage it every step of the way. The key steps in this stage include:

  • Providing you with a temporary comparable replacement vehicle
  • Communicating and negotiating with insurers
  • Repairing your vehicle or assessing pre-accident valuation
  • Recovering all costs from the third-party insurer

Explore Stage 2: Managing and Processing Your Claim - Overview

Why its useful to understand the process

Why it’s useful to understand the process

A Successful Non-fault Claim

Understanding and following the claims process allows you to follow the correct procedure after a non-fault accident. This helps you make a successful non-fault claim.

Making an Informed Decision

Understanding the process can help to overcome feelings of uncertainty and make an informed decision of what to do after a car accident. At Auto Claims Assist, we believe in transparency. When you claim with us, you’ll be assigned a dedicated claims handler who’ll keep you updated throughout the claim process.

Why choose ACA
What makes Auto Claims Assist the best choice

We at Auto Claims Assist specialise in providing non-fault claims management services. Our claims process eliminates inconvenience caused to non-fault drivers after an accident. Our objective is to provide the best possible resolution for non-fault drivers. Here are the key reasons that make us the more beneficial option for non-fault drivers:

No Cost To You

No excess to pay: We claim directly against the at-fault driver’s insurance policy rather than through your own insurance policy. This avoids the need to pay your own policy excess. Costs recovered from third-party insurer: All costs are then recovered from the at-fault driver’s policy and insurance company. This means you don’t pay anything for our services.


We work solely in your interest, prioritising the best outcome for your claim. Our accident management services ensure that you’re provided with everything that you’re entitled to. These entitlements exist to remove the inconvenience of an accident that wasn’t your fault. We are independent, trusted and on your side.

Complete transparency

We help you understand the process thoroughly to avoid any uncertainty. We keep you informed of the next steps and answer any questions you may have. We provide you with a dedicated claims handler, who’ll keep you updated throughout the process.

Protecting your insurance policy

We claim against the at-driver’s insurance policy. This leaves your policy unaffected and your no claims bonus protected. It saves you from a premium increase that comes from either:

  • A pending claim at the time of your next renewal
  • Losing your no claim bonus
  • An undetermined conclusion of liability
A comparable replacement vehicle

We provide you with a vehicle that’s comparable in specification and size to your own. On the same working day of starting your claim with us, your dedicated claims handler dispatches your replacement vehicle. We guarantee a comparable replacement for the entire duration your vehicle is off the road.

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