Car Insurance Claim: Step-by-Step (UK Guide)

Immediate Steps After an Incident

The first minutes after an accident are critical — both for your safety and for the strength of your insurance claim. What you do (and do not do) at the scene can make or break the process.

Safety and Injuries First

Before thinking about insurance:

1. Stop the vehicle — it is a legal requirement to stop after an accident, regardless of severity
2. Turn on hazard lights — alert other road users
3. Check for injuries — call 999 if anyone is hurt
4. Move to a safe position — if the vehicles are drivable and it is safe, move them out of the flow of traffic
5. Do not admit fault — be polite and cooperative, but do not apologise or say "it was my fault." Anything you say can be used during the claim process

Evidence Collection

Evidence is the foundation of every successful insurance claim. Collect as much as possible at the scene:

Photographs — take more than you think you need:

• Damage to all vehicles involved (close-up and wide shots)
• The position of vehicles on the road before they are moved
• Road conditions (wet, icy, potholes, debris)
• Road markings, signs, and traffic lights
• Any visible injuries
• The surrounding area (junctions, bends, visibility)
• Number plates of all vehicles involved

Dashcam footage:

If you have a dashcam, do not overwrite the footage. Save or lock the relevant clip immediately. Dashcam evidence is often the deciding factor in disputed claims.

Witness details:

If any bystanders, pedestrians, or passengers saw the accident:

• Ask for their name, phone number, and email address
• Note where they were standing and what they saw
• Ask if they would be willing to provide a written statement

When to Contact the Police

You must report the accident to police within 24 hours if:

• Anyone is injured
• The other driver did not stop or refused to give details
• You suspect the other driver is uninsured, intoxicated, or driving a stolen vehicle
• There is damage to property other than vehicles (e.g., fences, walls, lampposts)

Even when not legally required, a police reference number strengthens your claim, especially if liability is disputed.

What Details to Exchange With the Other Driver

At the scene, exchange the following with every other driver involved:

Information	Why It Matters
Full name	Identifies the other party
Address	Required for claim correspondence
Phone number	For direct communication if needed
Insurance company and policy number	Allows insurer-to-insurer contact
Vehicle registration number	Links to insurer records
Vehicle make, model, and colour	Confirms the vehicle identity
Driving licence number	Verifies the driver's identity

Do not:

• Share more personal information than necessary
• Accept cash payments at the scene in lieu of going through insurance
• Sign anything the other party asks you to sign

Reporting to Your Insurer

Timing Matters

Most policies require you to report any incident as soon as reasonably possible — usually within 24 hours. Some policies specify a shorter window.

Report the incident even if:

• You do not plan to make a claim
• The accident was the other driver's fault
• The damage seems minor

Failing to report promptly can be treated as a breach of your policy conditions. If a claim is later made against you by the other party (weeks or months later), your insurer may refuse to defend you.

What to Tell Your Insurer

When you call to report:

1. Date, time, and location of the incident
2. What happened — a factual account, not speculation about whose fault it was
3. Other parties involved — their details as exchanged at the scene
4. Injuries — whether anyone was hurt (or claims to be)
5. Damage — description of damage to all vehicles
6. Evidence — mention that you have photos, dashcam footage, and/or witness details
7. Police involvement — whether police attended and any reference number

Your insurer will assign a claim reference number and explain the next steps. Keep this number safe — you will need it for every follow-up.

Choosing a Repair Route

Once the claim is accepted, you need to get your car repaired. There are two main options:

Insurer-Approved Repairer

Your insurer will recommend (or require) an approved repairer from their network. Benefits:

• Guaranteed work — the insurer guarantees the quality of repairs, usually for the lifetime of the policy or a set number of years
• Faster process — the repairer liaises directly with the insurer, so you do not need to chase invoices or authorisations
• Courtesy car — approved repairers often provide a courtesy car as part of the arrangement

Your Own Garage

You have the legal right to choose your own repairer. However:

• Your insurer may only pay the amount their approved repairer would have charged — you cover the difference
• The insurer will not guarantee the work
• The process may take longer because you need to get quotes, submit invoices, and await authorisation

Recommendation: Unless you have a strong reason to use a specific garage (e.g., specialist knowledge of your car), the approved repairer route is usually smoother and cheaper.

Courtesy Car Rules

A courtesy car is not automatically included in every policy. Check your cover:

• Basic policies — may not include a courtesy car at all
• Standard policies — typically provide a small, basic car while yours is being repaired (not a like-for-like replacement)
• Enhanced or hire car cover — provides a vehicle similar to your own car

If the accident was not your fault, you may be entitled to a like-for-like hire car from the at-fault driver's insurer — regardless of your own policy terms.

Understanding Excess

When you make a claim, you pay an excess — the amount you contribute before the insurer covers the rest. There are two components:

Compulsory Excess

Set by the insurer based on your risk profile. You cannot change this. It is often higher for young or inexperienced drivers.

Voluntary Excess

The amount you chose when you set up the policy. A higher voluntary excess lowers your premium, but increases what you pay per claim.

Your total excess = compulsory + voluntary.

If your total excess is £500 and the repair costs £400, there is no point claiming — you would pay the entire cost yourself and still have a claim on your record.

When Is Excess Paid?

• At-fault claims: You pay your excess to the repairer (or it is deducted from any payout). If you later recover costs from the other party, the excess may be refunded.
• Non-fault claims: You may still need to pay your excess upfront, but it is recoverable from the at-fault driver's insurer.

Fault vs Non-Fault Claims

This distinction is critical because it determines who pays and how your record is affected.

Fault Claim

A fault claim means your insurer determines (or accepts) that you were at least partially responsible for the accident. Your insurer pays for the damage, your excess is deducted, and the claim is recorded as "fault" on your history.

Even a 50/50 split (where both drivers share blame) is typically recorded as a fault claim by both insurers.

Non-Fault Claim

A non-fault claim means the other driver was responsible. Their insurer (or they personally) should ultimately pay for all damage and losses.

However — and this catches many people — a non-fault claim is still recorded on your insurance history. When asked "have you had any claims in the last five years?" on a future policy application, you must declare it.

Why Non-Fault Claims Still Affect Premiums

Insurers view any claim involvement as a mild risk signal. Someone who has been involved in multiple non-fault accidents may be driving in high-risk areas, parking in vulnerable locations, or simply spending more time on the road. It is statistically correlated — and insurers price accordingly.

The impact is much less than a fault claim, but it is not zero.

Handling Disputes: Liability Disagreements

If you and the other driver disagree about who caused the accident, the insurers investigate. This typically involves:

1. Reviewing both drivers' accounts of what happened
2. Examining evidence — photos, dashcam footage, witness statements, police reports
3. Applying case law and highway code rules — established precedents for common scenarios (e.g., rear-end collisions are almost always the following driver's fault)
4. Negotiations between insurers — they may agree on a split liability (e.g., 70/30)

If you disagree with your insurer's liability decision, you can:

• Provide additional evidence
• Request a formal review
• Escalate to the Financial Ombudsman Service (free and independent)

Dashcam footage is the single most effective way to resolve disputes quickly. If you do not have a dashcam, consider fitting one — they cost as little as £30 and can save you thousands in disputed claims.

Write-Off Outcomes and Settlements

If the cost of repairing your car exceeds a certain percentage of its market value (typically 50–70%), the insurer may declare it a total loss — commonly called a write-off.

How the Payout Works

The insurer pays you the pre-accident market value of your car — what it was worth immediately before the incident. This is based on:

• Make, model, age, and mileage
• Condition and specification
• Current market prices from trade guides (Glass's, CAP, Auto Trader)

The payout is the market value minus your excess.

If You Disagree With the Valuation

Insurers often start with a conservative figure. You can challenge it by providing:

• Listings for comparable vehicles at higher prices (same age, mileage, condition)
• Evidence of recent work (new tyres, servicing, cambelt replacement)
• Specialist valuations for unusual or modified cars

For more on write-off categories and what happens next, see our guide: Car Write-Off Categories Explained

Claiming Uninsured Losses

Even if your main insurance claim is settled, you may have out-of-pocket costs that your policy does not cover. These are called uninsured losses, and if the accident was not your fault, you can recover them from the at-fault driver's insurer.

Common uninsured losses include:

• Your excess — the amount you paid towards the claim
• Hire car costs — if you paid for a rental while your car was being repaired
• Loss of earnings — if you missed work because of the accident
• Travel expenses — taxis, public transport, or alternative travel costs
• Personal belongings — items damaged in the car (laptop, phone, etc.)
• Medical expenses — physiotherapy, prescriptions, etc.

You can pursue uninsured losses through:

1. Your insurer's recovery team — they often handle this as part of the main claim
2. A specialist claims management company — be wary of fees and choose FCA-regulated providers
3. Direct contact with the at-fault driver's insurer
4. Small claims court — as a last resort for amounts under £10,000

Common Claim Mistakes to Avoid

1. Not reporting the incident — even if you do not plan to claim, report it. The other party may claim against you weeks later.
2. Admitting fault at the scene — be cooperative but never accept blame. Let the insurers determine liability.
3. Accepting the first settlement offer — especially for write-offs. Research comparable vehicle prices and negotiate.
4. Not collecting enough evidence — you cannot go back to the scene a week later. Take photos, get names, save dashcam footage immediately.
5. Accepting cash from the other driver — this leaves you without recourse if hidden damage emerges later, or if the other party later claims against you.
6. Forgetting to claim uninsured losses — your excess and other costs are recoverable in a non-fault claim. Do not leave money on the table.
7. Delaying the process — respond to your insurer's requests quickly. Delays can slow down repairs, courtesy car provision, and settlement.

Post-Claim: Managing Premium Impact

An insurance claim will almost always affect your premium at the next renewal. Here is how to manage it:

At-Fault Claims

Expect a significant premium increase at renewal — often 20–40%, depending on the severity of the claim and your no-claims bonus.

Your NCB will typically be reduced:

NCB Before Claim	NCB After Fault Claim
1 year	0 years
2 years	0 years
3 years	1 year
4 years	2 years
5+ years	3 years

If you have NCB protection, you may keep your discount — but your underlying premium can still increase because the insurer now views you as higher risk.

Non-Fault Claims

The impact is smaller but still real. Expect a modest increase at renewal — typically 5–15%. Your NCB should not be affected if the costs are fully recovered from the other party.

How to Mitigate the Increase

1. Shop around at renewal — do not accept your insurer's renewal price. Other insurers may view the claim differently.
2. Use comparison sites and direct insurers — get quotes from both to find the best deal.
3. Consider telematics — a black box policy can help rebuild your profile with evidence of safe driving.
4. Increase your voluntary excess slightly — this can offset the premium increase (but only if you can afford the higher excess).
5. Wait for the claim to age — claims affect your premium for five years, with the impact diminishing each year.

Claim Checklist: What to Keep and Document

Keep all of the following until at least five years after the claim is fully settled:

• Photos and videos from the scene
• Dashcam footage (saved to a separate device — do not rely on the SD card alone)
• Other driver's details (name, address, licence, insurance, registration)
• Witness contact details and statements
• Police reference number (if applicable)
• Your insurer's claim reference number
• All correspondence with your insurer (emails, letters, call notes)
• Repair invoices and estimates
• Hire car receipts
• Medical receipts and reports (if injuries were involved)
• Proof of earnings loss (payslips, employer letters)
• Settlement offer documents (keep all versions, not just the final one)

Final Thoughts

Making a car insurance claim is rarely pleasant, but it does not need to be overwhelming. The drivers who get the best outcomes are the ones who prepare properly at the scene, report promptly, and engage actively with the process rather than leaving everything to the insurer.

Collect evidence ruthlessly, understand the difference between fault and non-fault, do not settle for the first write-off valuation, and always recover your uninsured losses. After the claim, shop around aggressively at renewal — loyalty to an insurer who has just increased your premium is misplaced.