Help Category: Making a claim

How do I make a claim?

Our Claims team is here to help you 24 hours a day, 365 days a year. To make a claim, call us on 0333 022 0123 – please save this number on your phone so that it’s easy for you to reach us when necessary.

All incidents, no matter how small, need to be reported immediately.  If you’re not at fault, reporting your claim quickly may allow us to deal with your claim without applying an excess or affecting your no claims discount.

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What should I do if I have an accident?

  1. Stop and check that everyone’s OK – call emergency services if needed.
  2. Take details from everyone involved including passengers and witnesses, if it’s safe to do so – names, addresses, phone numbers and car registration.
  3. Note down the location and take photos if possible.
  4. Call us as soon as you can and we’ll help you through your claim.

To make a claim, please call us on 0330 022 0123 as soon as possible after the incident, and we will guide you through the process. Please save this number on your phone.

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What should I do if I have an accident when driving abroad?

Please save our Claims number 0330 022 0123 on your phone so that it’s easy for you to reach us if you need to make a claim. Please note that the international code is required, if you are abroad (+44 330 022 0123).

Depending on the country you’re in your claim might be handled differently so it’s important you call us as soon as you can after the incident.

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How much excess will I pay if I make a claim?

You can find details of applicable excesses in your Policy Schedule that you will need to pay in the event of a claim for damage to your car.

If you are not at fault and you report the incident to us quickly, you may not have to pay any excess.

We won’t apply your policy excess to a claim for medical expenses, personal belongings, nor when your car is being used by the motor trade or in the custody or control of valet parking.

If you need to make a claim or require any further assistance, please call our Claims team on 0330 022 0123.

What should I do if my windscreen gets damaged?

Call our approved windscreen repairer, Auto Windscreens, on 0330 022 9449. They will arrange to either repair or replace the windscreen at your convenience.

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What happens if my car is stolen?

  1. If your car has been stolen, dial 101 and ask to be put through to your local police.
  2. Make sure you know your car’s registration number, make, model and colour.
  3. The police will provide you with a crime reference number, and let the DVLA know that your car has been stolen.
  4. Contact our Claims team on 0330 022 0123.
  5. We’ll confirm your details, record the crime reference number and begin to monitor the location of your car, liaising with the police as appropriate.

Hopefully, your car will be recovered undamaged. If your car is recovered but damaged, or not recovered at all, please call our Claims team on 0330 022 0123 and we’ll help you with your claim.

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Who will recover my vehicle, and me, if it’s not driveable?

If you make a claim on your policy, we will arrange for the vehicle to be recovered and for you and your passengers to be taken to a place of safety.

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What happens to my policy if my car is unrepairable following a claim?

If your car deemed to be a total loss after a claim with us, we may cancel the policy. In the event of the cancellation of your policy following a claim, you may not be entitled to a return of premium.

Please refer to the Private Car Policy Document in Your Portal for full details.

Please note the following administration fees apply when cancelling your policy:

  • £30 if a black box has not been fitted to your car
  • £80 if a black box has already been fitted to your car, or had been fitted to a car you previously insured with us.

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