Claim on your car insurance
Everything you need to know to make a claim
Before you claim
We know that making a claim can be confusing, but we're here to keep things simple.
If you've been involved in a car accident, make sure you're safe before getting in touch. Your claim doesn't have to be reported immediately if you don't feel safe or comfortable.
Windscreen or glass claim
There's no need to contact us - you can get in touch with our recommended windscreen provider directly.
Or call0800 169 9499
And good news! Windscreen claims don't affect your no claim discount and you don't even need your policy number to book!
All other claims
Give us a call and we'll put things right.
- Have your registration number or policy number and any documents to hand
- If your car is stolen report it to the police first and get a crime reference number (you'll need this when you call to claim)
- Give us as much information as you can, including if any other vehicles, people or property were involved
From abroad: +44 1689 898603. Lines are open 24/7.
For Text Phone Dial 18001. Calls will be recorded.
What happens next?
Once you've spoken to us you can relax, we'll take care of everything.
We regularly keep you up to date with what's going on - from repair progress updates to payment dates. We aim to settle claims quickly and efficiently, even in the most difficult circumstances.
If other people or vehicles are involved, we contact the other insurance companies to sort out the claim and make sure the right payments are made.
Everything you need to know about our claims process
Our car claim scenarios: who's right, who's wrong and when to make a claim
Our claims process in 3 easy steps...
1. After you've called
- We check that you're covered by your insurance
- We explain if you have to pay any excess
- We arrange for your vehicle to be repaired. If your vehicle is un-driveable after an incident we will arrange to recover the vehicle, you and your passengers to the repairer, safe place or storage facility.
- If you have guaranteed hire car cover we make sure you've got a car to use
- If you've been hurt, we can organise help
2. We get to work
- If your car can be repaired, you can use one of our recommended garages to fix it. This means we can handle the full repair process for you, from estimating the damage, to returning your vehicle once the work's complete. Our recommended repairers will also provide you with a Lifetime guarantee on repairs (when using our recommended repairer service, for as long as you own the vehicle. Labour only, excludes parts). If there's an excess to pay, you'll need to pay this to the garage once repairs are completed.
- If there's extensive damage to your car and it needs to be written off, then we'll arrange for an engineer to value your vehicle. Don't worry, we'll always check that you agree with the valuation before continuing. If there's an excess to pay, this will be taken out of the valuation.
- If someone else was involved in the incident, we look after all the negotiations with them or their insurance company. Depending on the situation, we'll either try to get back all the costs of the claim from the other side, including any excesses you may have paid, or we'll try to settle the claim with the other people involved under the best possible terms.
3. Completion
- Once everything has been finalised and payments made, your claim is then closed
- But if you have any questions you can still get in touch - we're always happy to help
Need to know about an existing car claim?
When you get in touch have your claim number and any documents to hand.
Use the telephone number of your dedicated claim handler first but if you can't find it, please use the link below to help you find the right number.
Find the right number for your existing claim
If we've asked you to send us any documents, like quotes, invoices or photos, please email copies to:
Post to
Motor Claims, PO BOX 7740, Bournemouth BH1 9XD