How to Claim on Your Car Insurance in the UK

Car Owl

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Summary

• Report the incident immediately: Most insurers require you to notify them within 24 hours.
• Gather evidence at the scene: Photos, witness details, and the other driver's information are essential.
• Know your excess: You will pay the excess amount before the insurer covers the rest.

Making a car insurance claim can be stressful, especially after an accident. But following the right steps makes the process smoother and improves your chances of a fair payout.

This guide walks you through the entire process, from the roadside to the settlement.

What to Do at the Scene

If you are involved in an accident, your first priority is safety. Then gather information:

1. Check for injuries: Call 999 if anyone is hurt.
2. Move to safety: If possible, move vehicles off the road. Switch on hazard lights.
3. Exchange details: Get the other driver's name, address, phone number, insurance company, and policy number.
4. Take photos: Photograph the damage, the scene, number plates, and any road markings or signs.
5. Get witness details: Names and phone numbers of anyone who saw the accident.
6. Note the conditions: Weather, lighting, road surface, and time of day.
7. Do not admit fault: Be polite but do not say "sorry" or accept blame. Let the insurers decide.

A dash cam recording can be invaluable evidence. If you have one, save the footage immediately. Do not overwrite it.

How to Start Your Claim

Contact your insurer as soon as possible. Most require notification within 24 hours. You can usually claim by:

• Phone: The quickest method. Your insurer's claims line number is on your policy documents.
• Online: Many insurers have an online claims portal or app.
• In writing: Some policies accept written claims by email or post.

Have these details ready:

• Your policy number.
• Date, time, and location of the incident.
• Description of what happened.
• The other party's details.
• Photos and witness information.
• A crime reference number (if the police attended).

Types of Claim

If you only have third-party cover, your insurer will not repair your car. You would need to claim against the other driver's insurance or pay for repairs yourself.

Check our insurance types guide for a full explanation of each cover level.

Understanding Your Excess

Your excess is the amount you pay towards the claim before the insurer covers the rest. There are two types:

• Compulsory excess: Set by the insurer. Usually £100–£300.
• Voluntary excess: The amount you chose when you took out the policy. Higher voluntary excess means lower premiums.

You pay both when making a claim. If your total excess is £500 and the repair costs £400, it is not worth claiming.

What Happens After You Claim

The insurer will assign a claims handler who manages your case. The typical process is:

1. The insurer reviews your claim and evidence.
2. They may appoint an engineer to inspect the damage.
3. If the car is repairable, they authorise repairs at an approved garage.
4. If the car is written off, they offer a settlement based on the market value.
5. If the other party was at fault, your insurer claims the costs back from their insurer.

The process typically takes 2–6 weeks for straightforward claims. Complex or disputed claims can take longer.

How a Claim Affects Your Premium

• Fault claim: Expect your premium to rise by 20–50% at renewal. You also lose some or all of your no-claims bonus.
• Non-fault claim: Your premium may still increase slightly, even if the other party was to blame.
• Protected no-claims bonus: If you paid for this, your bonus stays intact. But your premium can still rise.

Common Mistakes When Claiming

Avoid these errors that can delay or reduce your payout:

1. Admitting fault at the scene: Let the insurers investigate. Do not say anything that implies blame.
2. Delaying notification: Late claims can be rejected. Report within 24 hours.
3. Not gathering evidence: Without photos, it becomes your word against theirs.
4. Accepting the first offer: If your car is written off, research the market value first. You can negotiate.
5. Forgetting about personal injury: If you were hurt, you may be entitled to compensation in addition to the vehicle claim.

Final Thoughts

Claiming on your car insurance is straightforward if you follow the steps. Gather evidence at the scene, report promptly, and keep all documentation.

For small claims that are close to your excess, consider whether it is worth claiming at all. The increase in premiums can outweigh the payout.

Review your cover level regularly. Use our car history check to confirm your car's current value and make sure you are not over or under-insured.

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