How to make a claim on your car insurance in the UK

After an accident, collect as much information as possible at the scene, including the other driver’s details, vehicle registration numbers, witness contact information, and photographs of the damage or surroundings.

The evidence you gather in the first few minutes often determines how smoothly your claim progresses. Even small details can help your insurer establish fault and recover costs from another driver if needed. Accuracy matters more than volume; what you record must be factual, time-stamped, and consistent with your later report.

If it’s safe to do so, take clear photos of the vehicles, licence plates, and the wider location, including road signs, skid marks, or debris. Capture the position of the cars before they’re moved if possible. Many insurers now accept photo uploads through mobile apps, which can significantly speed up the claim.

Key details to record

 
If the police attend, make a note of the incident reference number. If they do not, you should still inform them within 24 hours if anyone is injured or if another driver refuses to share their details. Drivers who leave the scene without giving information can be reported for an offence under the Road Traffic Act.

It is also useful to record environmental factors, such as poor weather, slippery roads, or low visibility. These details may later help establish that conditions contributed to the incident rather than driver error.

The more organised you are at the scene, the fewer complications you face later. Accurate, contemporaneous evidence strengthens your position and can make the difference between a smooth payout and a drawn-out investigation.

Once you report a claim, your insurer assesses liability, inspects the damage, and decides whether to repair your vehicle, authorise a payout, or declare it a write-off.

The process begins with validation. The insurer checks the policy details, confirms who was driving, and ensures the event is covered. If another vehicle was involved, both insurers contact each other to exchange statements, photographs, and evidence. This stage sets the groundwork for establishing fault and responsibility.

Next comes assessment. An approved engineer or repair network inspects the vehicle to estimate the cost of repair or replacement. For straightforward repairs, the insurer authorises work at an approved garage. If repair costs exceed the vehicle’s market value, the insurer will treat it as a total loss and offer a settlement instead.

Typical claims workflow

 
The length of a claim depends on its complexity. Minor repairs can be completed in a few days, while multi-vehicle collisions or disputed claims can take weeks. If another party is at fault, your insurer will seek recovery from their insurer and reimburse your excess once liability is confirmed.

It is also worth noting that insurers share claim data through the Claims and Underwriting Exchange. This centralised record ensures accuracy but also means every claim — even non-fault ones — becomes part of your history. That transparency helps the industry, though it often surprises drivers who expect non-fault claims to have no long-term impact.

Understanding this process makes it easier to stay patient and informed while your claim moves through each stage. Knowing what happens behind the scenes also gives you confidence when chasing updates or negotiating outcomes.

Car insurance claims are sometimes denied or delayed when the insurer spots missing information, conflicting details, or something that falls outside the policy’s terms.

Delays rarely happen by accident. Each claim moves through a chain of checks, and anything that breaks that chain slows progress or halts it completely. The most common trigger is incomplete information. If your report differs from another driver’s account or from the evidence supplied, the insurer has to investigate before releasing payment. Inconsistencies are not always deliberate — small errors in dates, times or weather conditions can still raise flags.

Another frequent issue involves undeclared details. If your policy doesn’t list a driver who was behind the wheel, or if you have car modifications that were never disclosed, the insurer may question the validity of cover. Even something as simple as tinted windows or alloy wheel upgrades can complicate a claim if they change the car’s risk profile.

Policy conditions can also cause problems. Some insurers exclude claims that arise while the vehicle is being used for business deliveries, racing or track-day activity. Others may decline cover if a premium payment was missed or if your licence had restrictions you didn’t disclose. These cases are rarely negotiable, which is why reading the small print before renewal always pays off.

Sometimes, the reason for delay is less about rules and more about investigation. When fault is disputed or evidence is limited, insurers may need time to gather police reports or CCTV footage. In more complex cases, specialist engineers or loss adjusters get involved, extending the timeline further.

And then there is the human element. Claims that appear exaggerated or inconsistent are automatically referred to a fraud team, even when the claimant has done nothing wrong. That extra layer of scrutiny adds weeks to processing time.

Understanding how insurers think helps you anticipate these obstacles. Accuracy, transparency and quick responses to information requests are your best defence. Most delays can be avoided simply by giving complete details and staying in regular contact with your claims handler.

Yes, special situations such as theft, vandalism, or accidents involving uninsured drivers follow slightly different claims procedures, and they often require extra evidence or third-party coordination.

Each scenario brings its own rules, and understanding them helps you act quickly and avoid common setbacks.

Theft and vandalism

If your car is stolen or vandalised, you must report it to the police before contacting your insurer. The police will issue a crime reference number, which your insurer needs to open the claim. Do not attempt to repair or move the vehicle until they authorise it. In theft cases, insurers usually wait a set period, often around 14 days, to see if the vehicle is recovered before settling.

Uninsured or hit-and-run drivers

If the other driver has no insurance or leaves the scene, you can still claim through your own policy if you have comprehensive cover. Otherwise, the Motor Insurers’ Bureau (MIB) handles claims involving uninsured or unidentified drivers. The process can take longer, as the MIB must verify police reports and witness statements before paying compensation.

Accidents abroad

If the incident occurs in another country, you should contact your insurer immediately and follow local reporting laws. Many UK policies include European cover, but limits vary. Always collect documentation from local authorities and obtain a copy of the police report, as your UK insurer will need it to process the claim.

Courtesy cars and legal cover

Some policies provide a courtesy car or legal expenses cover while your claim is being processed. Check your documents before assuming entitlement. These benefits often depend on using the insurer’s approved repair network and cooperating with their timelines.

Special-case claims often take longer, not because insurers are reluctant, but because multiple agencies may be involved. Keeping all documentation together — police reference numbers, receipts, photos, and communication logs — helps prevent delays later.

In these situations, consistency and patience matter most. The more complete your evidence and correspondence, the easier it is for your insurer to build a case and issue a fair outcome.