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Non Fault claims

Everything you need to know about your
non-fault claim...

Thanks for getting in touch about your non-fault incident

We know making a claim when you're not at fault can be confusing, so we're here to keep things simple.

We’re sorry to hear about your recent incident. Rest assured you’re in safe hands with us, and our recoveries team will take it from here.

Our non-fault claims process in 3 easy steps...

1. We'll waive your excess

If we consider your claim to be non-fault, we’ll normally waive your excess and allow your no claim discount. We'll confirm this when we speak to you. We'll also arrange a hire car for you (if applicable).

2. We'll liaise with the third party or their insurer

Our recoveries team will liaise with the third party or their insurer to negotiate liability. Once your damage claim is settled, we'll attempt to recover the costs from them. We’ll let you know as soon as we’ve recovered our costs and your claim is settled.

Don’t worry if you don’t hear from our recoveries team (in some cases this could be a few months). You can assume everything is progressing as normal. We’ll let you know straight away if there’s anything you need to know.

If you move to another insurer while your claim is still open, this may impact your premium with them (we don't take this into account) until the claim has been settled.

3. We may instruct a solicitor

In some circumstances, we don't receive payment from the third party or their insurer in the time frame given. For us to settle your claim, we need to recover the costs we've paid out. So, we'll instruct one of our panel solicitors (Horwich Farrelly or Lyons Davidson) to help us settle your claim as quickly as possible. They'll take over the management of your claim on our behalf.

Speak to our friendly people today

0800 633 5789

Lines open:

Mon to Fri (excluding bank holidays) 8am - 5:30pm

For Text Phone first dial 18001

Calls will be recorded

Some frequently asked questions...

I think my incident was captured on CCTV, do I need to get the evidence myself?

If you think your incident was captured, please enquire with the owner of the CCTV system (usually displayed on a sign attached to the camera) as soon as you can. Usually, CCTV is only available for 7-30 days and a copy will need to be made. Once you have confirmed the incident was captured please send us:

A name and address of the contact we need to speak to
A phone number for the person or organisation
Any reference numbers provided

You can send this information to [email protected] quoting your reference number or just give us a call. We'll handle the request for footage on your behalf.

If you have any other evidence (dashcam footage, witness notes, photographs) and we haven't requested them, please keep them safe just in case. We’ll let you know if we need them at a later date.

What if an accident management company or solicitor or is acting on my behalf?

If we didn't instruct an accident management company or solicitor for you and you've instructed one yourself (or your broker has instructed one), please let us know so you don't lose the opportunity to claim with us later on. Please tell us:

Their company name and contact details
A name of a contact within the company dealing with your claim
Their reference number

If you don't have a solicitor acting on your behalf but you have been injured or have any uninsured losses you wish to claim for, e.g. loss of earnings, please call us on the number above and we'll happily instruct one of our panel solicitors to deal with this for you.

What happens if we instruct one of our solicitors?

Don't worry, the costs will be covered by us.

Our solicitors (Lyons Davidson or Horwich Farrelly) will make initial contact with the third party or their insurer to chase the payment. You'll receive an introduction letter from them.
If no payment is received, the solicitors will proceed with litigation (take legal action).
They'll send you a pack which you'll need to read and sign to confirm you're happy for them to act on your behalf. If you don't provide your consent, our solicitors won't be able to proceed and may have to abandon recovery. This could impact your premium with other insurers.
If you have any uninsured losses to claim back (e.g. loss of earnings or injuries), please make our solicitor aware. You may need to provide evidence.
If legal action is required, it may take a few months for the courts to be in touch. Our solicitor will keep you updated throughout the process.

What if my case goes to a hearing?

Don't worry - if a hearing date is set by the courts, the majority of cases will be settled by the third party’s solicitor without the need for a hearing.
If your case goes to a hearing, it normally means that the third party has defended the claim and has possibly put in a counter-claim (opposing argument) against you.
There are strict deadlines for submitting evidence. Your solicitor will send you a statement that you’ll need to complete, sign and send back.
This must be submitted to the court by the date given. If the deadline is missed, the solicitors will discontinue the case. If the case is discontinued and there's a counter-claim, this will automatically be awarded in the third party's favour and we will have to pay all their costs.
You need to be prepared to go to the allocated court and provide an account of your incident. The solicitors will provide you with counsel to attend the hearing.
The judge will then make a decision on liability based on the accounts and evidence given on the day.