We make it simple for you to claim on your car insurance
Here's the process in four easy steps
Need to make a claim? Here is what to do first
Call us on 0800 032 2577 to report your claim to one of our dedicated claims team members. We check that you're covered by your insurance and explain if you have to pay any excess. The more details you can give us during your first call, the quicker we can process your claim.
We then arrange for your vehicle to be repaired. If your vehicle's beyond repair, we may class it as a total loss (or write off). If your vehicle is too badly damaged to drive then we'll arrange to collect it.
If you have our guaranteed hire car cover, we make sure you've got a car to use while yours is out of action. And, if you've been hurt, we can organise legal help to look after that side of your claim.
The claims team springs into action
If your vehicle is able to be repaired, you can use one of our recommended garages to get it fixed. This allows us to manage the full repair process, from estimating the damage, to returning your vehicle once the work's complete. Our recommended repairers also provide you with a 5-year guarantee on workmanship and parts. If there is an excess to pay, you need to pay this to the garage once repairs are completed.
If there's extensive damage to your vehicle and your car needs to be written off, then we'll arrange for an engineer to value your vehicle. We 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.
Watch our video guide on what happens when your vehicle can't be repaired
View video transcript
Hello, I'm Bailey. If you've had an incident in your vehicle which meant that it was more cost-effective to 'write it off' rather than repair it, then we would take you through our 'total loss' process to make sure you get a fair, market-price for your vehicle.
If you've got our optional courtesy car cover, we'll provide you with a small hatchback (like a Ford KA), or a similar sized car to your own if you've chosen to upgrade your cover for up to 21 days, or until four days after the date we pay your claim (whichever comes first).
So what happens when you give our claims team a call?
First, we'll contact the garage that your vehicle was taken to and request the estimated cost of repairing it.
The garage then sends us images, a detailed report and an estimate for how much it would cost to repair.
Our engineers then calculate the market value of your vehicle, using industry-standard guides including the Glass's Guide as well as other sources like Auto Trader.
If the costs of repair are more than the market value, we'll compile a total loss report and call you to discuss the next steps of the claims process.
We'll ask you to send us your V5C document, otherwise known as the registration document or car logbook, your MOT reference numbers and your current mileage.
Next we'll arrange for your vehicle to be collected and taken to a salvage yard.
If you'd like to keep your vehicle, you can discuss it with one of our claim handlers.
Before we come and collect your vehicle, don't forget to remove any personal belongings.
When the truck arrives, please hand over the keys.
If your vehicle is less than a year old and you're the first and only registered keeper, we'll replace it with a new one.
Otherwise, you'll receive your claim settlement figure.
For more information, please visit our website, LV.com or call our UK-based claims team.
We're always happy to help.
What happens next?
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.
Onceeverything has been finalised and payments made, your claim is then closed
You can still get in touch if you have any questions about your claim - we'll be very happy to help