How to Make a Car Insurance Claim: UK Step-by-Step Guide

Summary

• Act quickly: Report the claim to your insurer as soon as possible. Most policies require you to report within 24-48 hours.
• Gather evidence: Photos, witness details, and a written account of what happened all help your claim.
• Know your excess: You'll pay your excess before the insurer pays out. Understand your car insurance excess before you need it.

Making an insurance claim can feel stressful. Especially when you've just been in an accident or found your car damaged.

But the process is straightforward if you know what to do. This guide walks you through every step.

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When to Make a Claim

You should make a claim when:

• You've been in a road traffic accident.
• Someone has damaged your car while parked.
• Your car has been stolen.
• Your car has been damaged by weather, fire, or vandalism.
• You've hit something and caused damage to your own car.

When you might NOT want to claim

Small claims can cost you more in the long run. Here's why:

• You'll lose your no claims discount, which could push up your premium for years.
• You'll have to pay your excess, which might be more than the repair cost.
• Minor damage might be cheaper to pay for yourself.

Rule of thumb: If the repair cost is close to or less than your excess, it's usually better not to claim. Compare the repair cost with the long-term increase in your premium.

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Step 1: Stay Safe at the Scene

If you've been in an accident, safety comes first.

1. Stop your car in a safe place.
2. Turn on your hazard lights.
3. Check if anyone is hurt. Call 999 if someone needs medical help.
4. If it's a minor bump with no injuries, move to a safe spot.

For a full breakdown, see our guide on what to do after a car accident.

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Step 2: Gather Evidence

Good evidence helps your claim go smoothly. Collect as much as you can at the scene:

• Photos: Take pictures of all damage to every vehicle involved. Include wide shots showing the scene.
• Other driver's details: Name, address, phone number, insurance company, and policy number.
• Registration numbers: Write down the number plates of all vehicles involved.
• Witness details: Get names and phone numbers of anyone who saw what happened.
• Dashcam footage: Save it immediately. It's great evidence. Learn about using dashcam footage as evidence.
• Time and place: Note the exact time, date, location, and road conditions.

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Step 3: Contact Your Insurer

Call your insurance company as soon as you can. Most insurers have a 24-hour claims line.

They'll ask you for:

• Your policy number.
• Your car's registration number.
• Details of what happened (who, what, when, where).
• Details of any other drivers or vehicles involved.
• Details of any injuries.
• Photos and dashcam footage.

You'll get a claim reference number. Keep this safe. You'll need it for all future contact about your claim.

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Step 4: Your Car Gets Assessed

Your insurer will arrange for your car to be assessed. This might involve:

• An approved repairer: They'll inspect the damage and give a repair estimate.
• An engineer visit: For bigger claims, an engineer might visit to assess the damage.
• Write-off assessment: If repairs cost more than the car's value, it may be written off. Read about insurance write-off categories to understand what this means.

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Step 5: Repairs or Payout

After assessment, one of two things happens:

If your car can be repaired

• Your insurer will arrange repairs at an approved garage.
• You pay your excess (the amount you agreed to pay when you took out the policy).
• The insurer pays the rest.
• You may get a courtesy car while yours is being fixed.

If your car is written off

• Your insurer will offer you the car's market value.
• You can negotiate if you think the offer is too low.
• Use car valuation tools to check the fair market price.
• You'll still pay your excess from the payout.

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Common Mistakes to Avoid

These mistakes can slow down your claim or reduce your payout:

• Admitting fault at the scene: Don't say "sorry" or admit blame. Let the insurers decide who's at fault.
• Not reporting quickly enough: Late reports can lead to claims being rejected.
• Not taking photos: Without evidence, it's your word against theirs.
• Accepting the first offer: If your car is written off, the first offer might be low. You can negotiate.
• Forgetting to check your policy: Know what's covered and what isn't before you need to claim.

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How Long Does a Claim Take?

It depends on the type of claim:

Claim Type	Typical Timescale
Windscreen repair	1-2 days
Minor damage repair	1-2 weeks
Major accident repair	2-6 weeks
Total loss/write-off	2-4 weeks for payout
Theft claim	2-4 weeks after police report
Personal injury claim	Months to years

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Making an insurance claim is easier than most people think. The key is to act fast, collect evidence, and stay honest. If you're unsure about anything, ask your insurer. They deal with claims every day and can guide you through the process.

Want to understand your cover better? Read our guide to UK car insurance types to make sure you have the right level of protection.

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