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Make a claim

Share what's happened to get things moving.

 

How claims work, from start to finish

We'll guide you through the claims process, from when you make a claim, to when everything's settled.

  1. Decide what you want to do.
  2. Explain what happened.
  3. Get things settled.

How claims work, from start to finish

We'll guide you through the claims process, from when you make a claim, to when everything's settled.

  1. Decide what you want to do.
  2. Explain what happened.
  3. Get things settled.

What do you want to do?

Call to make a claim

You can get help 24 hours a day, 7 days a week. To make a claim, call 0344 2090 472.

Calls may be monitored and recorded.

Get roadside assistance for a breakdown

Let’s get you up and running again. For RAC breakdown cover, call 0330 332 8474.

Fix a damaged windscreen or windows

If your windscreen, side or rear windows or sunroof are damaged, call 0330 01818 889 or book a repair on the AutoWindscreens website.

Make a claim about keys

Get in touch about key cover by calling 0345 303 4003.

You can call us using Relay UK if you have a hearing or speech impairment. If you want to communicate with one of our representatives, add 18001 before the number you require. There's more information on the Relay UK help pages.

Not sure you need to claim?

No matter how small the incident, you need to get in touch so your records are correct and you have the right cover, even if you don’t claim and fix things yourself.

Explain what happened

If your claim is due to a car accident, you don't need to call straight away. But you should get in touch within 24 hours if possible.

To help us process your claim you'll need to provide some details.

This could include:

  • your policy number
  • the date and time of your accident or incident
  • details of any third party involvement
  • details of any eyewitnesses
  • if the police or emergency services were involved.

Get things settled

It’s time to review your claim

Your claim will be checked (including whether it affects any no claims discounts you have) and you’ll be contacted if you need to pay an excess.

You might need to give more details

You may need to give more evidence to support your claim, such as photos or videos taken on a dash cam. Our panel of insurers decide whether they’ll accept video footage as part of your claim.

Your claim's settled

Accidental damage may take less time to resolve than claims involving third parties. You’ll be updated on your claim from start to end.

Let’s take a closer look

  • If you’ve been involved in a car accident it can be quite distressing. It can also sometimes be difficult to recall specifics later if you’re in shock. If you’ve been involved in a car accident you don’t have to contact us straight away, but we’d recommend calling us within 24 hours if possible while the details are still fresh in your mind.

    Regardless of fault, here are some things you can do at the scene of an accident or incident:

    • Stay where you are and don’t drive away.
    • Check if anyone's hurt, including yourself. If you think someone may be hurt, call an ambulance right away.
    • Don’t immediately admit blame or offer to pay for any damage, this can be established and dealt with during your claim.
    • Make a note of the other driver‘s name, address, contact details and vehicle registration number. Do the same for any witnesses present at the scene.
    • If it’s is safe to do so, take pictures or a video of the scene and damage to all vehicles. It helps when providing evidence to show the extent of any damage and helps us to establish the driving conditions on the day.
    • If possible, make a sketch of the scene to show all the vehicles and all the people involved, including witnesses. Insurance companies sometimes ask for this if there’s is a dispute about the event.

    If you need to make a claim, call  0344 209 0472. The consultants will then explain the next steps to you.

  • If your car has been stolen or damaged, whether it’s from outside your home or elsewhere, you must call the police and file a report. The police will then give you a crime reference number. To report a theft, malicious act or vandalism to the police, call their non-emergency number on 101 or 18001 101 for text phone users.

    Once you’ve got a crime reference number from the police, call  0344 209 0472 to discuss next steps and find out any excess you may need to pay.

  • Car insurance claims are generally treated as non-fault or fault. To help progress your claim, the incident will be discussed with you, and third parties involved in the claim if needed.

    A claim could be considered non-fault if no payment needs to be made to settle the claim, or payments related to the claim can be fully recovered from a third party, their insurance company, or both.  

    An example of this could be where you’re involved in an accident but the other driver accepts responsibility, resulting in their insurer covering the costs involved.

All claim questions

Car insurance

Taking care of your cover, from A to B.

More about car insurance

Car insurance

Taking care of your cover, from A to B.

More about car insurance