Should you need any assistance or you would prefer for us to report the claim on your behalf please telephone us on: 0845 241 7199

Office hours are: 24 Hours

Frequently Asked Questions

What do I do if I am involved in an accident or loss?

All incidents must be reported to your insurer immediately. This can be done by either telephoning us or reporting the incident to your insurer directly via their dedicated Helpline. By doing this, this will enable your insurer to record the details of the incident and advise you of the next stage in your claim such as advising on repairs. You may also be required to complete a claim form.

What do I do if my policy covers repairs to my vehicle and I wish to claim for the costs?

Most insurers offer excellent repair services and on most occasions through selected repairers, which offer a network of repairers who will respond with speed and guaranteed quality to ensure that your vehicle is back on the road as quickly as possible. each appointed repairer has authority to begin work on your vehicle without waiting for an engineer’s inspection (subject to the engineers verbal approval with the repairer) so that your vehicle can be repaired without delay. You may also be entitled to the use of a courtesy vehicle whilst your vehicle is being repaired by an approved repairer subject to availability. If you do not wish to use your insurer’s approved repairer, please obtain a detailed estimate for the repairs and forward this to us in order that we can seek your insurers approval prior to any repairs being undertaken.

How do I find out who my nearest approved repairer is?

This can be done when you are initially reporting your claim to your insurers Helpline or you can contact us directly.

Will I have to pay anything towards the costs of the repair?

Once repairs have been completed, you should pay the repairer any excess under the policy and VAT if the vehicle is used in connection with a VAT registered business.

What about losses not covered by my policy?

There are various expenses you may incur which are not covered under your own policy, such as an excess, any personal injury to the driver, the costs of hiring a vehicle whilst yours is being repaired, the full cost of repairs if you do not have comprehensive cover. However, if you were not to blame for the accident you may be able to recover these expenses from the person responsible or from his/her insurers. This can be done under a legal expenses policy (Uninsured Loss Recovery) which will assist you in recovering those losses. All of our clients are offered this cover however, if you currently do not have this and wish to know more please contact us.

What do I do if someone claims against me?

It is imperative that any correspondence you receive from others involved in the accident should be passed to us immediately. Please note that all correspondence should be unanswered by yourself. Failure to handle correspondence in this manner may prejudice your insurers position when dealing with your claim potentially limiting the protection afforded by your policy in respect of this incident. When we receive correspondence of this nature from yourself, we will forward it to your insurer immediately who will deal with on your behalf.

What if I am prosecuted for an offence arising from the accident?

Pass any correspondence to us which informs you of an impending prosecution, inquest or fatal accident inquiry. We will then forward it to your insurers who will deal with it on your behalf.

Can my No Claims Discount be reinstated?

If your policy provides a No Claims Discount, this will be reinstated by your insurers once they receive evidence that the total losses have been recovered. Although, you may find that your level of discount may be reduced should the claim not be finalised by the time your policy renews. However, as long as the above conditions are met and the claim is resolved, then your insurers will simply reinstate the discount and adjust your premium once the recovery has been concluded.

What do I do if an incident occurs and it’s only my windscreen that’s damaged?

Simply telephone your insurers Helpline (some have a dedicated line for Windscreen incidents) or contact us and you will then be put through to a specialist vehicle windscreen replacement company. They will arrange directly with you a convenient date and time to visit you and repair or replace the windscreen accordingly. Please check the relevant section of your policy as your excess for damage to your windscreen may be lower than your overall policy excess.

What happens if I am involved in an accident/incident whilst driving abroad?

Some policies give automatic cover when driving within the EU. However, if you do plan to travel abroad with your vehicle, please contact us in order that we can check and arrange any necessary cover. In the event of a loss, the same procedures that would apply at home would apply whilst abroad. Simply contact your insurer via their Helpline or alternatively, contact us directly.

What should I do if my vehicle is stolen?

If your car is damaged as a result of an attempted theft or is stolen, you must notify the Police immediately. Following this you will then report the incident as you would any other, by using your insurers Helpline or contacting us.

Once the loss of your vehicle is lodged with your insurer, this will be kept in abeyance for a 4 week period in order that this will give sufficient time if the police recover your vehicle. If this is recovered, then please contact your insurer/us in order that any necessary repairs can be arranged as normal.

However, if your vehicle is not recovered within the abeyance, we will then request the necessary documentation from yourself such as the V5, MOT certificate etc. Please note that any settlement offered by your insurer will be based on the market value of your vehicle at the time of the loss. Also, if your vehicle is subject to a leasing agreement or hire purchase then the amount above the market value (interest, fees etc) are not covered under your policy.

Please advise us accordingly if your vehicle is subject to the above agreements.