Insurance FAQs

The car accident wasn't my fault, when do I get my excess back?

We know how frustrating it can be while waiting to get your excess back, following an accident that wasn't your fault.

We'll pay you the excess back as soon as we can - but we need the third party's insurer to accept responsibility before we do. This might not always be possible or could take time. For example, the other driver could deny causing the accident or their insurer might not reply to us straight away.

Whatever happens, we'll let you know. If you would like to talk to someone about recovering your excess, please call us on 0330 678 5588. Lines open 8:30am - 5:30pm Monday to Friday. Calls will be recorded. For Text Phone: dial 18001 first.