How to Make a Claim on Your Car Insurance in the UK

What information should you collect at the scene?

Collect the other driver’s name, address, phone number, insurer, and policy number, along with vehicle registration numbers, witness contact details, and photos of the damage and surroundings.

What details should you record?

The evidence you gather in the first few minutes often determines how smoothly your claim goes. Even small details can help your insurer establish fault and recover costs from the other party.

What if the other driver won’t share their details?

If another driver refuses to give you their insurance details, note their registration number. You can look up their insurance through askMID, the Motor Insurance Database.

Under the Road Traffic Act 1988, drivers who leave the scene of an accident without exchanging details commit an offence. Report it to the police within 24 hours if someone is injured or a driver refuses to cooperate.

When should you notify your insurer?

Tell your insurer about any accident as soon as possible, ideally within 24 hours, even if you don’t plan to make a claim.

Why does timing matter?

Most UK policies require immediate notification of any incident involving your vehicle. This applies whether the accident was your fault or not.

Notifying your insurer early lets them log the event, advise on next steps, and protect your position if the other driver later claims against you. Delays can complicate fault assessments or lead to disputes about the extent of damage.

What if you don’t plan to claim?

Even if you decide to pay for repairs yourself, you should still tell your insurer. Undisclosed accidents can cause problems if the other party reports the same incident or makes a liability claim against you later.

For example, suppose you reverse into a wall and decide to pay for the repair yourself. Months later, the wall’s owner makes a liability claim against you.

Without prior notification, your insurer may refuse to handle it or charge a higher excess. A quick phone call at the time of the incident would have prevented this.

Always record the date, time, and name of the person you spoke to when you call. If you can’t reach them immediately, leave a voicemail or use their online portal and follow up the next working day.

How does the claims process work?

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

What are the main stages?

How long does a claim take?

Minor repairs can be completed in a few days. Multi-vehicle collisions or disputed claims can take weeks or even months.

If another driver is at fault, your insurer will seek recovery from their insurer and reimburse your excess once liability is confirmed.

Do all claims result in a payout or repair?

No, not every claim ends with a payout or repair. Some are rejected, written off, or settled differently depending on fault, policy terms, or the vehicle’s value.

When is a car written off?

If the repair cost exceeds your car’s market value, the insurer will declare it a total loss. They’ll offer a settlement based on the car’s pre-accident value, not its purchase price.

For example, if your car is worth £2,800 but repairs cost £3,200, the insurer pays £2,800 minus your excess. You can sometimes buy back the salvage, but the vehicle will be recorded as a write-off on your claims history.

What about partial fault?

If you’re partly at fault, your insurer may pay only a share of the cost while recovering the rest from the other party’s insurer. Some small claims are resolved as ex-gratia payments, where the insurer pays a gesture amount to close the case quickly.

Even claims where no money changes hands leave a record on your file. That record may influence future premiums, which is why understanding what your car insurance covers before you claim is important.

Why might your claim be denied or delayed?

Claims are most often denied or delayed because of missing information, conflicting details, undisclosed modifications, or policy exclusions.

Missing or conflicting information

If your report differs from another driver’s account or from the evidence provided, the insurer has to investigate before releasing payment. Even small errors in dates, times, or locations can raise flags.

Undeclared drivers, modifications, or changes to how you use the vehicle can also trigger problems. If your policy doesn’t list a driver who was behind the wheel, the insurer may question the validity of your cover.

Policy exclusions

Some policies exclude claims that arise from business use, racing, or track days. Others may decline cover if a premium payment was missed.

Checking your cover type and policy wording before renewal helps avoid surprises.

Claims that appear exaggerated or inconsistent are automatically referred to a fraud team. That extra scrutiny can add weeks to processing time, even when the claim is genuine.

How can you dispute a claims decision?

If your claim is rejected or the settlement feels unfair, start by asking your insurer for a written explanation, then raise a formal complaint if the issue isn’t resolved.

Raising a formal complaint

Every insurer must follow a complaints procedure and acknowledge your complaint within five business days. This triggers a fresh internal review, often by someone who wasn’t involved in the original decision.

Provide supporting evidence such as independent repair quotes, photographs, or vehicle valuations. If you’re challenging a write-off valuation, comparable listings from Auto Trader or Motors.co.uk carry weight.

Many disputes are resolved at this stage. Insurers would rather settle fairly than deal with an ombudsman complaint, so a well-evidenced challenge often gets results.

Taking it to the Financial Ombudsman

If you’re still unhappy after your insurer’s final response, you can escalate to the Financial Ombudsman Service. The FOS is independent and free to use, and their decision is binding on the insurer.

If your insurer hasn’t resolved your complaint within eight weeks, you can escalate directly to the FOS. Their decision is legally binding on the insurer, though you can still take the matter to court if you disagree.

Keep all communication professional and focus on evidence rather than emotion. Most successful appeals come down to clear documentation and persistence.

What happens with theft, vandalism, or uninsured drivers?

Special situations like theft, vandalism, or accidents involving uninsured drivers follow different procedures and often require extra evidence or third-party coordination.

Theft and vandalism claims

If your car is stolen or vandalised, report it to the police before contacting your insurer. They’ll issue a crime reference number, which your insurer needs to open the claim.

In theft cases, insurers usually wait around 30 days to see if the vehicle is recovered before settling.

You’ll need comprehensive cover for theft and vandalism claims. Third-party only policies don’t cover damage to your own vehicle, so check your cover level before assuming you’re protected.

Uninsured and hit-and-run drivers

If the other driver has no insurance or leaves the scene, you can claim through your own policy if you have comprehensive cover. Otherwise, the Motor Insurers’ Bureau (MIB) handles claims involving uninsured or unidentified drivers.

The MIB process takes longer because they need to verify police reports and witness statements before paying compensation. Keep all documentation together to prevent delays.

Courtesy cars and accidents abroad

Some policies provide a courtesy car while your claim is being processed. This usually depends on using your insurer’s approved repair network and cooperating with their timelines.

If your accident happens abroad, contact your insurer immediately and follow local reporting laws. Many UK policies include European cover, but limits vary, so always collect documentation from local authorities and get a copy of the police report.

How does making a claim affect your premiums?

Making a claim usually increases your premium at renewal, even if the accident wasn’t your fault. How much your insurance goes up after a claim depends on the type and value of the claim.

How long do claims stay on your record?

Insurers share claim data through the Claims and Underwriting Exchange (CUE), and records typically stay on file for six years. Every claim, including non-fault ones, becomes part of your claims history and may affect future quotes.

That’s why many drivers are surprised when a non-fault claim still leads to a premium increase at renewal. Insurers view any claim as a statistical risk indicator, regardless of who was to blame.

Making a claim can also affect your credit score indirectly if higher premiums lead to missed payments or financial pressure.

Can you protect your no claims bonus?

Many policies offer no claims bonus protection, which lets you make one or two claims without losing your discount. It doesn’t prevent your premium from rising, but it preserves the NCB percentage.

If your premium does increase, there are practical ways to lower your car insurance costs at renewal.