How to make a claim
If you need to make a claim, please call our claims assistance number on 0800 001 5424, so we can deal with your claim as soon as possible. If another party was involved in the accident/incident, regardless of fault, there’s no need for you to deal with them (or their insurer) – give them our details and let us deal with everything for you.
The next steps
We want to make your claim experience as easy as we can. So that you know just where you are in the process, there are five steps we follow, from you picking up the phone to being back on the road.
- Phone - Call us and let one of our friendly claims experts take care of your claim.
- Garage - We'll get it into one of our approved garages as soon as we can.
- Replacement car - We'll also get you a replacement car to keep you on the road while we repair yours.
- Repair - Your car will be repaired with guaranteed parts and the work is guaranteed for five years. If repair isn’t possible, we’ll pay you the full market value for your car, and in some cases we can even replace it with a new one.
- Back on the road - We’ll have you back on the road, leaving our claims experts to deal with any outstanding parts of your claim. If we need any more information after you’re back behind the wheel, we will be in touch.
For all claims queries please call us on 0800 001 5424
To repair or replace damaged glass call us on 0800 092 3304
If you have a question, you could find the answer right here...
To settle the liability aspect of your claim we will make contact with the third party insurer on your behalf. We may request more information from you as your claim progresses, but we will aim to reach a decision with the other insurer about who was at fault as soon as possible based on all the evidence we have been provided with.
We will monitor the progress of your repair for you and will keep you updated whilst your car is being fixed. We’ll be in contact as soon as your car is ready to be returned to you. Also, when you use one of our approved garages the work completed is guaranteed and won’t affect any warranty that you may have.
If you’re involved in an incident and your car is taken to one of our approved repairers, we will provide you with a car to keep you mobile, either through our network of garages or by arranging a car through another supplier. We aim to keep you on the road.
If your car is stolen or declared a total loss, we can only provide a replacement if you have elected to take the additional replacement car cover. Of course, we will aim to get your claim settled as soon as possible.
If your car can’t be repaired or is stolen and not recovered, we will pay you the market value to allow you to replace it. We calculate the market value by consulting specialist engineers, who use all the relevant information about your car to give us its true value.
If your car is less than two years old, however, you may qualify for our ‘New Vehicle Benefit’, which means we will source a brand new car, of the same type and specification where possible, to replace your old one. When your claim is settled, we will also make arrangements for any Cherished or Personalised Plates to be transferred to your new car and will remove and then dispose of your old car for you.
If your car is damaged by fire, theft or vandalism, you should report the incident to the police as soon as you can. They should provide you with an incident or crime number, which you should provide to us as soon as you have it.
When you have done this, we will arrange to repair your car or pay you the market value, depending on the nature of the incident and the damage that has been caused.
If you have lost personal belongings in the incident, you can send details of what has been lost to us; including a description of each item, its age, value and, where possible, any evidence to support your claim, such as receipts.
We will aim to settle your claim as soon as possible taking into account your insurance policy limits.
If you were injured in the incident and it wasn’t your fault, we will instruct our preferred solicitors to assist you. They will contact you to discuss the injury and offer assistance where possible to make sure you are taken care of.
Your excess is the amount you pay towards your claim. You will have agreed your excess amount when arranging your insurance policy. Your excess will need to be paid in all incidents where you are making a claim for damage and you were deemed to be at fault. For non-fault incidents you can claim your excess back from the other party. If you have legal cover we can help you do this, and where you don’t have legal cover we will supply you with the details of the other insurer to allow you to claim your excess back.